Notifications & Messages

Jared Hamilton
From: Jared Hamilton
Hey - It’s time to join the thousands of other dealer professionals on DrivingSales. Create an account so you can get full access to the articles, discussions and people that are shaping the future of the automotive industry.
×
Big Tom LaPointe

Big Tom LaPointe Digital Marketing Consultant

Exclusive Blog Posts

What People Are Looking For In An Auto Repair Shop

What People Are Looking For In An Auto Repair Shop

Those who have been involved in some sort of accident have the next step of finding an auto repair shop. These shops are not all created equal as some are …

One Price Selling – What Are You Waiting For?

One Price Selling – What Are You Waiting For?

Most Dealers are closer to a One Price Selling sales process than they may realize. If you’re an excellent pre-owned dealer you’re basically no…

What Is Your Chemistry With Women Buyers?

What Is Your Chemistry With Women Buyers?

Wow, its December. Last month of the year. Now is the perfect time to begin to reflect on the customer processes, engagement and strategies you have in pla…

Want to Advance in Business? Here are a Few Ways to Stay on Top of Your Game

Want to Advance in Business? Here are a Few Ways to Stay on Top of Your Game

If it’s time for you to take the next steps in your career, there are some tried-and-true methods that can ensure your success. All business professi…

BDC training for 2017

BDC training for 2017

  We have a service and sales bdc team for each of our stores. One is a Hyundai store and the other is a Chevrolet store. We have Three sales Bus…

Want to EPIC FAIL with Live Chat? Try this…

CarChat24 how to fail at live chatThere are numerous ways to build success into your live chat strategy, but if you want the ONE THING that is sure to guarantee embarrassment and failure (not to mention waste time and money), try this: make your guests give you contact information before you (or your live chat vendor) have a live chat conversation!

Done. Kaput. Fin. Nyet. Nada. Zilch.

That pretty much sums up your live chat success with this very ill-advised practice. But maybe you wonder, why not ask up front so you can generate a ‘lead’? Here are five good reasons you should not force your website shoppers to give you their contact info to ‘earn’ their chat conversation:

  1. You will definitely upset them
  2. The information is likely bogus
  3. You will definitely upset them
  4. The lead is low quality and will have low closing probability
  5. You will definitely upset them

This won't be a QUALITY lead

Let’s face it – people shop online for convenience AND anonymity. One of the key principles and goals of a successful live chat strategy is to earn trust and build a relationship by communicating with buyers on THEIR terms. Forcing information out of them without the benefit of a mutual information exchange is not only bad business practice, but it’s rude.

Would you REALLY have your receptionist demand contact information before forwarding a sales call to the sales floor or BDC? I have seen dealers try it, and for as long as the experiment lasted, it created more of a problem than a solution.

Yes, businesses really do this

I recently shopped on the website of a leader in discount electronic accessories. I had a simple question about a product with some vague information in the description, and thought I would see if the chat operator had (or could get) the answer. When I saw them forcing my hand for full contact information, I moved to another source. It was that simple. They lost the sale. And so will your dealership. Since automotive buyers typically only visit one dealership after shopping several online, why would you blow them out before the conversation gets started? This was with a company who HAS MY INFO because I have spent hundreds of dollars with them, but I didn’t have the time or desire to indulge their arrogant (in my perception) demand.

Use Live Chat to earn the buyer's trust

Just like your salesperson on the floor has to EARN the right to ask for the sale in the product presentation, you have to earn the right to ask for contact info in a chat conversation by providing a certain amount of good faith information exchange. Whether you handle your own live chat conversations or contract a chat vendor for hosted service, be sure there are scripts in place that both address the shoppers’ needs and build the trust required to gather quality lead information that can result in a car sale.

Photo: freedigitalphotos.net / Grant Cochrane

--------------------------------------------------------------------------

Tom LaPointe
CarChat24
Interactive Media Manager / Industry Analyst

www.carchat24.com/
24/7 Interactive Automotive Dealer Website LIVE CHAT Solutions
Hosted or In-House Options – FREE web chat software
727-638-0195

Tom has an MBA in Marketing and is an automotive writer and author with more than 15 years experience in virtually every aspect of the retail auto industry. He has been a performance leader in everything from sales and service, to web development and viral marketing.

www.facebook.com/CarChat24 / https://twitter.com/CarChat24 / bit.ly/CarChat24GooglePlus

 Unlock all of the community & features  Join Now