Phygital Dealership Simulator

A day in the dealership

• Customers arrive according to the day type. Low, medium or high, each with its hourly curve: the high day is a Saturday, with a busy morning.
• 1 · Reception. Every visit goes through the front desk, in a queue: some come for an errand (appointment, delivery or payment) and leave; the rest check in. Anyone who faces a wait above their threshold leaves.
• 2 · Information. After checking in, the customer browses the vehicles and waits by the one they like for a salesperson: a brief contact or full information on the model. If nobody comes within their patience, they leave.
• Salespeople also make calls and follow up. Part of their time they are at their desk with leads and calls, and meanwhile they do not serve the showroom floor.
• 3 · Negotiation: X and Y. X% of those informed negotiate with the same salesperson, at their desk, and Y% of negotiations end in a deal. Customers who come back to close go from reception straight to negotiation. The same customer has the same luck in all three scenarios.
• 4 · Financing and paperwork. Each deal waits in the lounge for a finance officer, in a queue, and the sale is signed there. If the wait gets too long, the deal falls through.
• Z, the dealership’s conversion. Projected sales over visits: each visit counts by its probability of ending in a sale, X × Y for those who come for information and Y for those who come back to close, minus what leaves unserved. This way the comparison between scenarios does not depend on the luck of a single day, which weighs heavily with few sales.

What changes in each scenario

• 1 · Conventional. Staff only: salespeople, finance officers and reception.
• 2 · + Video Kiosks. An in-car kiosk in every vehicle: some customers press it without waiting and the rest if no salesperson comes. On the other side, a VCCaaS salesperson who informs and negotiates by video. The Video Kiosks in the lounge serve those who come back to close and those waiting for financing.
• 3 · + Video QR. Also, QR totems in the waiting lounge and along the vehicle columns, in that order depending on how many are set: the customer continues on their phone without moving. QR is only available where there is a totem. With a totem in the lounge, customers who have been waiting a while in the reception line to see vehicles or to close scan the QR and a VCCaaS salesperson serves them on their phone; errands and signings stay at reception.
• Each scenario has its own staffing. Salespeople, finance officers, reception and screens are set separately in “Staff and screens”.
• There are people in the VCCaaS. Two groups: salespeople, who inform and negotiate, and finance and insurance advisors. Dedicated to this dealership or shared with the group, whose dealerships are simulated the same way, each with its own volume.
• Customers who need the next step use the screen. Some press the kiosk without waiting; those who prefer a person wait a little and, if nobody comes, press it. If nobody in that role is on the floor, they press it right away.
• Negotiation and financing happen at the kiosk. If the customer goes on to negotiate after the information, the same VCCaaS salesperson continues on the same screen or on their phone. With a deal, a VCCaaS finance advisor handles the financing and paperwork by video. After an in-person deal, if the wait for a finance officer grows, the customer can also continue by video.
• In-person service does not disappear. When a salesperson or a finance officer becomes free, they serve in person whoever has waited longest, whether at a vehicle or at a screen. And a sale closed by video goes through reception at the end for signing.
• Service cost: CX Gap rates. Each in-person interaction costs 13.50 USD and each one with a VCCaaS agent 7.16 USD; kiosks and totems are paid per month. In the parameters you can switch to cost per position.

Sources and assumptions