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Ketty Colom

Ketty Colom Digital Marketing Specialist

Exclusive Blog Posts

Texting for Business Landlines - Wait, you can text landlines?

Texting for Business Landlines - Wait, you can text landlines?

I understand that there are many texting platforms but not all texting is created equal. Often dealerships have found trouble with providing one number to …

Tech-Pocalypse Now!

Tech-Pocalypse Now!

There’s a shortage of technicians most dealerships are experiencing, and the drought has no end in sight. Unwittingly, well-trained technicians n…

Making the Sale by Communicating with Your Customers

Making the Sale by Communicating with Your Customers

You may see and talk to dozens of customers on any given day and while most of them are at your dealership to purchase a car (some may just be browsing), o…

5 Referral Program MYTHS - BUSTED!

5 Referral Program MYTHS - BUSTED!

Myth 1: Referral Marketing Programs are less cost effective than other marketing channels. FALSE! 92% of people trust recommendations from friends over…

A Dealership Went Pro-Police And This Happened

A Dealership Went Pro-Police And This Happened

There's a lot of anger in our country right now - for a variety of different reasons.   Sadly a lot of that anger is coming out against the men…

Optimizing Your Dealership's FAQ


Take a look at your FAQ page. How does it look? Is it pretty bare? When was the last time you updated it?  Do you even have a FAQ page? The FAQ page is more important than you think. Since the dawn of the Internet, customers have been going to the FAQ page to see if their question has an answer.

A savvy website will keep an updated page of frequently asked questions to cut back on redundant contact submission, customer complains, and to help educate your shoppers about your dealership.

As a chatter I've received a couple of frequently asked questions such as:

Do you Finance people with challenged credit?

Is it better to lease or purchase a vehicle?

I have a vehicle I would like to trade in, how do you determine the value?

How can I tell when my vehicle needs service?

Do you sell vehicle parts for my model?

I like a vehicle at another dealership, can you transfer it to your dealership?

However, to truly know what frequent questions your customers are asking you need to take a look at your website form or chat transcripts and figure out what are the top 10 questions being asked. If you can, set up a system to tabulate questions for you.

Your goal here is to never answer the same question twice.  However, you must be proactive in responding to inquiry submissions, and if they ask a question that your FAQ already answers, direct them to the FAQ.  If their question hasn’t been addressed, write up a complete and effective response, and add another entry into your FAQ.

That being said, here are some key things to remember when you are creating your FAQ page:

1. How would your customers word a question?
2. Is your FAQ page clean to read and simple to use?
3. Is there a clear distinction in style between questions and answers?

There you go! If you have any other suggestions to add, feel free to do so in the comments section below! And as always - please subscribe to our blog for other ActivEngage updates!


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