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Chris Hill

Chris Hill E-Commerce Director

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Is your team winning this Sunday?

I've heard my fill of industry regulars spouting off about response times and quality of response but what comes after that? You're dealership needs something that sets it apart from the rest. Are you answering leads late at night? Is this making the difference you need? I doubt it, because if you're in my district, we're right there with you.

I've implemented a process at several dealerships I've worked/consulted at that allowed me to beat my competitors to the customers by hours and sometimes days! This is hard for some dealers to believe but it's true. Let me explain how you can get a leg up on your competitors and set your dealership apart from the rest. 

I'm a firm believer in the term "earn your business" and with that being said, I feel you need to find a way to do that better than your competitors. Naturally, if you're thinking "inside" the box you're way off. The traditional routes won't separate you from the pack. Going above and beyond or handling a customers response in a setting they want(SMS, Email, Phone) when they aren't expecting it, will set you apart. As I've said before, I don't often give away methods for success on something like a blog but I'm in a relatively giving mood today and want to give you guys something to make a difference in your business this weekend!

I'm located in Illinois and much like many other states we aren't permitted to conduct deals on a Sunday. If you're in the same type of setting, this method could greatly help. Let me put this in an easy to understand format:

The Plan:

1.) Assign a sales person/BDC rep to work Sunday in a "on-call" format. Give this sales person a day off during the week in trade for his work on Sunday. Have this representative be one of your best internet/i-chat/phone people you have. They need to be a closer. Sunday leads are great leads!

2.) Setup the representative to get alerts on their phone/email when new leads or chats come in during Sunday when you're closed. This means access to online CRM usage and to dealership communications. 

3.) When the a lead/chat comes in, the rep is alerted and snaps into action. The rep contacts the customer, explains to them that he/she had just received their inquiry and that here at "XYZ Dealership" we go above and beyond to earn your business. You could also have them mention that when purchasing a vehicle from us, you can expect that same type of great customer service and dedication from our service department. This builds value and sets you apart!!!

4.) Profit...

Now all that being said, this program is to get your rep to set the appointment with the customer for Monday morning. This way you will have a appointment or the customer in your store before the rest of your competition even turns their PC on in the morning. This method will set you apart from the rest and give you a leg up on competitors that are more than likely not operating on this level. Thus giving your dealership the "win" in the game that is Sunday leads. 

Few Notes: We have our reps using tablets/ipads for this type of work. Our CRM, ILM, Web Chat and everything can be done from this easily. The dealership owns the tablet and rotates it between the reps that are working on that Sunday. 

We use: Dealerfire Websites // ContactAtOnce Chat Systems // DealerCRM aka IMagiclab and have zero issues. 

Have questions or comments? I'd be more than happy to help! You can contact me at chill@billjacobsjoliet.com or you can follow me on Twitter @ https://twitter.com/CRMSensei

LinkedIn - http://www.linkedin.com/pub/chris-hill/66/433/3ba/ 

Wendi Venable-Nelson
Wow dead on and loved the advice- so simple to implement yet so MANY are not and wont. What is that all about? are we really all that successful and phat in our professional lives that being the first to bat with a customer isnt important? I have been to thousands of dealerships during my career and I have to tell you that the winners not only think like this but do it. Get your Nike's on folks and "JUST DO IT!"
Chris Hill
Thanks Wendi! Love your attitude!
Jason Mickelson
Pretty good advice Chris and I agree Wendi, many dealerships are doing this to get ahead. This type of activity helps Monday go better as well. I am curious if anyone has ever heard of anyone monitoring dealer activity on Sunday's. In several states in the midwest, dealers are required to be closed on Sunday. Could a dealership face legal trouble in states that require them to be closed on Sunday if they engage their customers?
Chris Hill
Technically you are allowed to be open but not allowed to record any deals on Sunday. I don't want to speak for other states and their regulations but even so this isn't selling a car, just servicing a customer during off hours. Thanks for your feedback.
Jason Mickelson
Chris, I agree with you completely and applaud your efforts to help your customers. Even more, I agree customers deserve prompt responses every day of the week. This is not an effort to discount the value of your post. Simply, wanted to recommend checking with your dealer management and local laws before engaging customers who are interested in buying a car on Sundays (if it is illegal to sell cars in your state on Sunday). After some research, I found the law and definitions in our state. Perhaps they will be helpful to someone in Iowa. Our law reads- A person licensed under this chapter shall not, either directly or through an agent, salesperson, or employee, engage in this state, or represent or advertise that the person is engaged or intends to engage in this state, in the business of buying or selling at retail new or used motor vehicles, other than mobile homes more than eight feet in width or more than thirty-two feet in length as defined in section 321.1, on the first day of the week, commonly known and designated as Sunday. Pasted from “Engage in this state in the business” or similar wording means doing any of the following acts for the purpose of selling motor vehicles or travel trailers at retail: to acquire, sell, exchange, hold, offer, display, broker, accept on consignment or conduct a retail auction, or to act as an agent for the purpose of doing any of these acts. A person selling at retail more than six motor vehicles or six travel trailers during a 12-month period may be presumed to be engaged in the business. See rule 761—425.20(322) for provisions regarding fleet sales and retail auction sales. Pasted from 21. “Selling” includes bartering, exchanging, delivering, or otherwise dealing in. https://www.legis.iowa.gov/DOCS/ACO/IC/LINC/Section.322.2.pdf At the end of the day, I was curious if anyone had a story about a state gone after a dealer for selling cars on Sunday. I

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