calls, clicks and chats where marketing ends and selling begins modern solutions for modern dealers
TRANSCRIPT
CALLS, CLICKS AND CHATSWHERE MARKETING ENDS AND SELLING BEGINS
Modern Solutions for Modern Dealers
Greg WellsPresident
AllCall Automotive Contact CenterCell/text 859.983.0370
@gregwellsKA
•22 years in the dealership.•18 years corporate trainer •Started a BDC in 1993•First Website -1996•Industry Columnist – Auto Dealer Monthly•NADA, NCM, ESummit 4.0, DigitalCON, DSUS, Kain Automotive and Digital Dealer Presenter/ Speaker•Veteran of the United States Navy “GO NAVY”
2
In Dealership
Contact Center
Why do customers choose a dealership?
1. COMPETITIVE PRICE
Do you have a price advantage?
2. QUALITY OF INTERACTION
Served, not sold
3. REPUTATION
TLC 2
Think Like Your Customer Treat Them With Tender Loving Care
CALLS
13
“What you focus on determines what you miss.”
Lou Holtz
620 4901820
3650
8550 9620
16440
ShowroomVisitor
Internet Leads
ClosedROs
Voicemails Website Visitors
OutboundCalls
Inbound Calls
Customer Engagement/Interaction
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2000
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10000
12000
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16000
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Each of those rings is a chance to WOW a customer!
Elements of Great Phone
Etiquette
Mapped Call Flow
Talk Pretty
Permission Based
Warm Transfers
Voicemail Greeting
Paging
Ending a Call
My PleasureCertainly
I’d be happy to
I apologizeThank You
Right Away
I understand
I’m glad you called
Please allow me…
82%SAME DAY
APPOINTMENT
FOURQUESTIONS
Have you purchased or shopped here before?
Have you used the Internet to buy a car before? How did it go?
Are you familiar with our Priority Appointment?
By the way, what are you driving now?Why are you trading?
What will you give me for my trade-in?
Most of our customers have done their research on sites like Kelly Blue Book and Edmunds and you can expect a similar value here. The good news is used vehicles are in great demand and you can count on an aggressive bid for your trade-in, how does that sound?
But I owe _______. I understand, we work with customers every day in that situation. Our managers will be sensitive to that and prepare a proposal that will include paying off your trade.
Is that your best price?
Used Car - Our customers have taught us the best policy is to put our best price on the website. We have very sophisticated software that spiders the web for the true market value of a car and we price It accordingly. We always offer a competitive price and will have documentation available for your peace of mind. Fair enough?
New Car – (Detailed response customized per client) – Sample: That is our Internet price, but most customers tell us it’s the deal as a whole that makes them happy. We work really hard to make the price, incentives, interest rate, trade-in value and monthly payment add up to a great deal you can easily say yes to! Sounds like we just need to get together…
I live too far away.
I understand. I’d want to make sure I wasn’t making a wasted trip too. Probably the reason you called us is because your having trouble finding the deal or the car you want close to home, is that correct? That doesn’t surprise me, we do business with customers all over the __________. What we’ve found is that if we can get the basic parameters agreed upon we’ll have no trouble fine-tuning the terms to your agreement. I’d be happy to set up a Priority Appointment for you. Are you familiar with _____________ ? What’s your schedule like this week?
Am I approved?
You are pre-approved. All you need to do is meet with our Finance Manager. He or she will verify your identity, ask you a few more questions about income, job time, etc. He’ll then be able to establish a line of credit and help you find a car that meets the banks conditions. It’s that easy. You can even take delivery the same day!
What’s my payment or interest rate?
“As far as your ______________ is concerned, that’s based on your credit rating, past payment history, down payment, trade value, payoff, taxes and length of the loan. For your privacy I am not privy to that information, but I will tell you we rarely miss a deal over the _____________. Once we find a car you will enjoy getting in and out of for the next 3 or 4 years, the price will fall in place, it always does. Besides, we wouldn’t expect you to buy if the ______________ isn’t right for you?
CLICKS
DAY ONEThe Most ImportantDay
WHO AM I?
IDENTIFY YOUR CUSTOMER!
Have I bought from you before?Am I local?Where am I in the process?Did I buy my trade from you?Do I use your service department?Have I requested information online?Have you GIVEN me information online?Have I been in your showroom recent
Quick Connection Call
Use a Call Guide
Video in you process
THE SHOWROOM VISITOR
