Building a rapport with customers and ensuring they feel respected and appreciated throughout the whole sales and after sales process adds to the experience for the customer. Establishing this sort of relationship, together with having the right processes in place, will enable dealers to create advocates, not just for the brand, but also for the dealer. Our research and best practice guidelines can be used as a blue print by car manufacturers looking to set up new dealerships or improve customer satisfaction at their existing dealerships. Through technological innovations, processes in all...