Top Buick-GMC stores share CPO customer experience tips

2014 Buick Encore. Photo copyright GM.
CARY, N.C. - 

One of the perks that might entice a shopper to buy a certified pre-owned vehicle over a non-certified used car is that the ride — and the experience of buying that car — is “like-new.”

With that in mind — and as part of our Best CPO Dealers issue — Auto Remarketing asked some of the top Buick-GMC dealers in the CPO space how they provide a “like-new” experience to certified pre-owned customers.

“At Serra Pre-Owned, we treat every customer like they are buying a brand new vehicle,” Bob Davidson, who is the used sales manager at Serra Buick GMC Cadillac, said via email.

His store ranked second among Buick-GMC dealers for CPO sales in 2016, selling 726 certified units, according to General Motors.

“We pride our self in the reconditioning of our CPO vehicles, trying to make them look as close to showroom new as we can, so the customer feels like they are getting a brand new car,” Davidson said.

“Then we make sure before every customer leaves that they completely understand the benefits of the CPO vehicle from the warranty, maintenance package, OnStar, and XM radio,” he said. “Then we offer every CPO customer a 30 day exchange on top of the 3 day money back guarantee so every customer has peace-of-mind that they have gotten the perfect vehicle for them.”

Over at Bob King Buick-GMC in Wilmington, N.C. — which ranked 10th with 564 CPO sales in 2016 — Shawn Cottingham outlined via email the measures his store takes to ensure a high-quality CPO experience.

“When you purchase a certified pre-owned vehicle from Bob King, you can expect a top-shelf experience. For beginners, we have been in business for 46 years and know what it takes to deliver a first-rate experience. We have the luxury of a 12,000-square-foot showroom dedicated to certified pre-owned vehicles,” said Cottingham, who is pre-owned sales manager at Bob King AutoMall.

“This gives our customers the comfort and convenience of being able to shop and take delivery in a climate controlled setting regardless of the weather. We take pride in our CPO program and make sure all of the paperwork, processes and policies are followed to the letter,” he said.

“We make sure all of our CPO vehicles have exceeded the factory specs required for certification and are clean, presentable and ready to drive at all times. Every customer that walks on our property is made to feel welcome, important and comfortable at the same time,” Cottingham continued.

“All customers’ situations are different, but each one is made to feel just as important as the last or next one. Our sales professionals are trained on the new and certified training paths and are kept up to date with the latest offerings via continuing education with GM. It is our duty to make every customer that comes on our lot feel they have our undivided attention and are the most important aspect of our jobs.”

The complete top 10 Buick-GMC dealers for CPO sales is below, with dealership name, city (in parenthesis) and 2016 certified unit sales.

See all automaker CPO rankings in the Feb. 15 issue of Auto Remarketing.

1. Kelley Buick GMC (Fort Wayne, Ind.): 855
2. Serra Buick GMC Cadillac (Washington Township, Mich.): 726
3. Sewell Buick GMC (Dallas): 668
4. Berge’s Buick GMC (Souderton, Pa.): 648
5. Jim Ellis Buick GMC Mall of Georgia (Buford, Ga.): 612
6. Woody Buick-GMC (Naperville, Ill.): 596
7. Beck & Masten Buick GMC (Houston):  577
8. Stoops Buick-GMC (Plainsfield, Ind.): 573
9. Andy Mohr Buick-Pontiac-GMC  (Fishers, Ind.): 570
10. Bob King Buick-GMC (Wilmington, N.C.): 564

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