RV Dealers – The Keys to Customer Confidence and Satisfaction

If there is one thing that an RV dealer places a high value on (besides achieving annual sales goals) it is the issue of consumer satisfaction and confidence.  In 2007, the Go RV’ing Committee released a 40 page report that was the consummation of an extended study using a group of five task forces in an attempt to improve customer satisfaction.  The publication covered five key areas dealing with the satisfaction issue and the impact that an RV dealer can have on these issues.  The topics addressed were:

1. Customer warranty issues
2. Dealer/sales training agenda
3. Industry communications (media) and customer support
4. Overall availability of replacement parts
5. Quality of the product

The goal of the research team was to assess what the existing problems were, and then to develop solutions to those problems that were identified as both common and continual barriers to achieving customer satisfaction and confidence among the nation’s RV dealers.  Each task force uncovered the root problem in each of the areas listed above, taking areas of responsibility into consideration, and then proposing potential solutions to these five issues.  The highlights of this report were as follows:

Customer Warranty Issues – included recommendations for authorizations on turnaround times, improving repair issue and time factors for the customer, simplifying the search for pertinent information using internet access.

Dealer/Sales Training Agenda – in May of 2007, the task force involved with this topic launched www.rvtrainingcalendar.org --- a website that has proven to be the industry’s one-stop resource where training issues and RV dealers in general are concerned.

Industry Communications and Customer Support – recommendations for the adoption of  transaction standards throughout the industry were made, as well as improvement in customer support areas overall.

Overall Availability of Replacement Parts – included recommendations for identifying replacement parts in manuals based on bar coding and numbering, as well as suggested strategies where inventories of the most frequently used parts were concerned.  Also, other areas involved recommendations that were made regarding the delivery of the parts to the RV dealers as well as issues pertaining to parts obsolescence.

Quality of the Product – research resulted in the identification of the three most serious problems encountered when dealing with the quality issue --- electrical system issues, plumbing malfunctioning, and roof leaks.  Additionally, strategies were recommended to attack these three specific problems.

Establishing a relationship with the right RV dealer is equally as important as deciding on the right motor home to purchase.  When it comes down to choosing the RV dealer that best suits the needs of the consumer, the following aspects need to be considered:

• best features and quality of new and pre-owned vehicles as well as having a broad assortment of options available
• consistent and continual customer support before, during, and after the consumer  has purchased the RV
• financing options that satisfy the needs of every budget and lifestyle
• low-pressure/no-pressure sales approach and tactics

The bottom line is that consumer education is paramount when it comes to finding the right RV dealer and making the purchase.www.pedatarvcenter.com/

Buy from a Good RV Dealer

A good RV dealer wants to make sure you buy the motor home that best fits you and your traveling purposes. Some red flags that will tell you if you’ve happened upon a not-so-good recreational vehicle dealer: high-pressure salespeople who pressure you to buy, an unwillingness to put agreements into writing, insistence that you can afford to buy more than you say you can, pitching a sale that is only good "today," and so on. Do yourself a favor. Walk off the lot and visit Pedata RV Center instead. In addition to visiting our sales showroom in Arizona, you can shop online for the recreational vehicle of your dreams, new or used, and our expert salespeople can answer your questions, quell any concerns, and help you find the motor home that fits your style and budget.

Pedata RV Sales Center 4933 S. Outlet Center Dr
Tucson, AZ 85706
Mon-Sat 8:00 am - 5:30 pm Sun 11:00 am - 5:00 pm