upselling http://michiganradio.org en Most customers think their new car dealers are honest http://michiganradio.org/post/most-customers-think-their-new-car-dealers-are-honest <p>Most people think their dealerships are being honest about recommended repair and maintenance work.&nbsp; That&rsquo;s &nbsp;according to an annual survey by J.D. Power.&nbsp;&nbsp;</p><p>J.D. Power says only 7% of people say their dealer tried to sell them maintenance or repairs they didn&rsquo;t need.&nbsp; The practice is called &ldquo;upselling.&rdquo;</p><p>Research director John Obsborn says customers&rsquo; satisfaction with dealerships has been steadily improving for a decade:</p><blockquote><p>&quot;&nbsp;Unfortunately there are many stereotypes out there about the dealers --&nbsp;but our data indicates that they provide high levels of satisfaction both in the servicing of vehicles and the selling of vehicles.&quot;</p></blockquote><p>Osborn says vehicle quality has also been improving for the past ten years &ndash; and that tends to increase people&rsquo;s satisfaction with their dealerships, who don&rsquo;t have to give&nbsp;customers bad news in the form of high repair bills as often.&nbsp; &nbsp;</p><p>The survey found little difference among perceptions of upselling between brands, luxury and non-luxury vehicles, or between men and women.&nbsp;</p><p>Younger customers were, however, more likely to think their dealership was trying to sell them an unnecessary repair or maintenance. Mon, 14 Mar 2011 02:20:32 +0000 Tracy Samilton 1630 at http://michiganradio.org