Three Auto Parts Categories Account For 50 Percent Of Online Parts Sales

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Three Auto Parts Categories Account For 50 Percent Of Online Parts Sales

Counterman Staff
By Counterman Staff
Published:
The top three product categories are braking systems (primarily pads and shoes); ignition and engine (fuel pumps, alternators, ignition coils, etc.); and glass, mirrors and lamps.

BETHESDA, Md.  – In terms of dollars spent on automotive replacement parts through online purchasing, or e-tailing, three categories represent half of the dollar volume in 2013, according to E-Tailing in the Automotive Aftermarket from the Auto Care Association. The top three product categories are braking systems (primarily pads and shoes); ignition and engine (fuel pumps, alternators, ignition coils, etc.); and glass, mirrors and lamps.

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The groundbreaking new E-Tailing in the Automotive Aftermarket digital study analyzes the online retail market for sales of aftermarket parts, and serves as the foundation for the Auto Care Association to provide a unified estimate of online sales within the aftermarket. The full report provides a comprehensive analysis of the e-tailing channel based upon a triangulated analysis of pre-existing studies, existing data, consumer and installer surveys, and in-depth interviews (IDIs) within the auto care industry.

In addition to the full report, the research is also available in these four modules:

•Executive Summary provides an overview of all the key component study findings which include insights from the market sizing, repair shop/installer and consumer research.
•Market Size and Growth totals dollar volume of replacement parts sold via e-tailers for 2013 in consumer dollars.
•Repair Shop/Installer Survey Results includes an in-depth analysis of the repair shop’s usage of e-tailing within their business.
•Consumer/Vehicle Owner Survey Results examines the DIY automotive consumer and their e-tailing habits.

IMR Inc. and The Martec Group were commissioned by the Auto Care Association to perform the research and modules for this report. Each version of the report is priced differently for Auto Care Association members and non-members. For pricing and more information, visit www.autocare.org/etailing.

About the Auto Care Association
The Auto Care Association is a Bethesda, Md.-based association whose more than 2,000 member companies represent approximately 150,000 independent businesses that manufacture, distribute and sell motor vehicle parts, accessories, tools, equipment, materials, supplies and perform vehicle service and repair. Visit www.autocare.org.

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Customer Service: How It’s Done

Customer service should be your number one priority, and it all starts with the greeting.

Eric Garbe
By Eric Garbe
Eric Garbe is a graduate of Columbus State Community College with a degree in Automotive Maintenance Technology. He has extensive independent and dealership field experience as a technician and shop owner and is an ASE Certified Master Technician and former Adjunct Automotive Professor. He has been professionally writing automotive technical articles and documents for many years and in his free time enjoys restoring old cars and creating custom interiors and upholstery.
Published:

This is always an important topic to discuss, because I consider excellent customer service one of the most important tools you can have to earn trust, respect and repeat business from the customers that come through your door. Whether that customer is do-it-yourselfer from across town or the professional repair shop across the street, your business depends on a solid relationship.It’s a subject that I am passionate about, and it’s one that many people are losing touch with. Whether you are communicating to someone in person, on the phone or using some type of social media, good customer service and bad can both exist. You can’t afford the latter, so this is the first in a series of topics which can and should be shared from the front of the shop to the back. No matter which role you hold, you represent the shop and yourself. Customer service should be your number one priority.First on the list is the greeting. From the second a customer walks in the door, they need to know you appreciate them coming in and how important they are to your business. First impressions are everything and here’s the correct way to do it each and every time: look them directly in the eye, smile and say hello!Of course, you can say “Good morning” or “Welcome to Joe’s Autocare,” but it should be a formal greeting and the most important thing is that you have smiled, looked them in the eye and recognized that they have walked through the door.You should always retain a formal greeting until you are on a first-name basis with a customer. Only once you have established that level of relationship is it OK to use the less formal greeting of “Hi,” followed by the person’s name.This greeting does more than just indicate respect and appreciation for someone walking through the door. Most likely there are customers both new and old who are in earshot of your conversation. For newer customers, this continues to build rapport and reinforce their positive view of your shop; they see that you demonstrate respect and treat everyone in the same manner. For repeat customers, even ones that have been coming for years, the greeting is important because the way you treat them is the reason they continue to come.And when a long-time customer comes in and you greet them with “Hi [First Name],” this indicates your appreciation for them and that you’re glad to see them as a person, more than just a customer. New customers that witness this will see that your repeat customers are comfortable enough to be on a first-name basis, another indication of the trust they have in you.

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