72% of aftersales customers are open to being upsold
Service plans are the most sought-after product, with 39% of respondents expressing an interest; just 13% wanted to hear about vehicle lifestyle accessories
Younger drivers aged 18-24 are the most interested in learning about additional products and services, while older drivers aged 65 and over are the least interested
Customers based in Northern Ireland were found to be the most receptive in being upsold items (92%), compared to just 34% of those based in the West Midlands
Almost three-quarters (72%) of aftersales customers are interested in hearing from their dealer about relevant value-add products and services when they check-in their vehicle for service, repair or MOT.
According to a nationwide survey* commissioned by Tjekvik, a specialist in digital aftersales solutions, 31% of car owners are ‘very interested,’ while 41% said they were ‘somewhat interested’.
The survey also explored the scale of opportunity to upsell specific products and services. Aftersales customers are most receptive to hearing about service plans (39% of all respondents being ‘interested’ or ‘somewhat interested’), followed by seasonal check-ups (34%), oil top-ups (28%), extended warranty packages (26%), air conditioning re-gas (25%), windscreen wiper blades (25%), and car care products (20%).
Some items were less appealing to customers, with only 16% interested in key fob batteries, and 13% keen on learning more about vehicle lifestyle accessories, such as roof boxes and tow bars.
The survey also uncovered differences in interest across different age groups and regions of the UK. Younger drivers aged between 18 and 24 showed the highest level of interest in being upsold additional products and services, with a substantial 60% answering that they were ‘very interested.’ Drivers aged 65 and over were the least interested, with 45% stating they were either ‘not very interested’ or ‘not interested at all’.
Geographically, dealerships in Northern Ireland have the most receptive customers, with 92% of respondents indicating an interest in hearing about additional products and services. This was followed closely by London (87%) and the North-West (73%). In contrast, customers in Wales and the West Midlands were found to be the least interested, with 41% and 34% of respondents, respectively, interested in learning about value-add products and services.
Tjekvik’s Home and Indoor aftersales self-service check-in solutions enable customers to securely check their vehicle in and out, how, when and where they want – whether it’s at home on their own device, or in the dealership via user-friendly touchscreen kiosks. Tjekvik Outdoor also delivers a seamless check-in and check-out solution 24 hours a day, seven days a week. These solutions can also be used to present optional value-add products and services to customers in a clear and consistent way during the check-in process – something that service advisors often lack the time or training to do effectively themselves.
Christian Mark, CEO and Co-Founder at Tjekvik, said: “With Tjekvik digital tools in place, dealers can better identify customer needs and provide targeted upsell opportunities, driving improved revenues per transaction.”