How often do you find yourself asking, "Why didn't that prospect buy from my dealership?" Not knowing that answer was ranked as a top dealer concern in a recent Reynolds survey.

Nothing is more frustrating for a sales manager than to lose those promised "be-backs" time after time. Here are a few best practices you can implement to better understand and sell to your be-back customers:

• Just ask! Make genuine survey calls to those customers who never bought or who abandoned your service bays. Allow for honest feedback. Answers can give you a more accurate snapshot of your customer service processes, opening the door for substantial improvements.
• Listen and make improvements. Survey results can uncover trouble areas in your sales process. They can also create previously unknown opportunities to improve your business. Take time to review your results and change your processes to better suit your prospects' needs.
• Be consistent and follow up. Make your survey calls a priority and complete them often. How you follow up and resolve an issue can make the biggest impact on your overall CSI.

Get the answers to why they didn't buy. Follow these practices to help turn those be-backs into sales.