The basics of delivering a superior customer service experience haven’t changed: Customers want friendly, fast, knowledgeable service from a salesperson interested in going the extra mile to close the deal. But technology has transformed, and, in some ways, has complicated communication with customers. Thanks to the Internet and wide adoption of portable devices and cell phones, customers are more informed about product offerings before picking up the phone or walking into a dealership, and will often measure the value of a dealership based on their responsiveness to answer immediate, burning questions.
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