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Jared Hamilton
From: Jared Hamilton
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Essential Dealer Live Chat DOs and DON’Ts

Dealer Live Chat Dos Donts
Engaging online prospects in a way that builds rapport and drives them into the dealership is the central goal of any sales-related live chat conversation. To protect your conversations from self-destructing, its important to know and comply with the essential DOs and DON'Ts' of dealer live chat.

dealer live chat dosDO

  1. Acknowledge the prospect's initial question before requesting lead information
  2. Respond in a timely manner (instant messaging is expected to be fairly instant)
  3. Treat a live chat lead like a telephone lead
  4. Keep responses short and concise
  5. Remember that it's a dialog, not a commercial
  6. Save prospect lead information at the end of each chat

dealer live chat dontsDON'T

  1. USE ALL CAPS (it’s like shouting)!
  2. Ask multiple questions at the same time
  3. Ignore the prospect's questions (that's a one-sided conversation)
  4. Demand the prospect's information before proceeding
  5. Obsess over punctuation and formatting (informality is expected with chat)
  6. Leave a chat conversation before the prospect does

For further illustration, here is an example of how an effective chat conversation might begin:
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[1:50:51 PM]AGENT:Thanks for chatting with me today. I'm the Internet Sales Manager here at Global Cars. I can provide you with all of the information you need, how may I assist you?
[1:52:11 PM]PROSPECT:I see you have a 2009 GMC Sierra. I'm looking for more information on this truck...stock # 1234455
[1:52:23 PM]AGENT:I can help you with this, my name is Carl Stevens, what is your first and last name?
[1:52:32 PM]PROSPECT:Mark Keller
[1:52:41 PM]Great! Please hold for a moment while I look up the vehicle.
[1:54:21 PM]PROSPECT:OK thanks
[1:54:54 PM]AGENT:The truck is showing in the system as still available, but I need to physically check the lot to make sure it is. What is a best number to reach you at? I want to make sure it is in fact in stock for you.
[1:56:37 PM]PROSPECT:555-222-1234 is my cell.
[1:56:51 PM]PROSPECT:But, I'm not able to answer the phone right now.
[1:57:32 PM]AGENT:Thank you for that information.
[1:57:40 PM]AGENT:Right now we're offering discounts on several truck models because of our year end sales event! I'd be happy to send over pricing and details about the sale if you'd like. What is your email address?
[1:58:26 PM]PROSPECT:That would be great! My email is prospect23@hotmail.com
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For more great auto dealer chat tips, resources and information, visit: http://www.dealerchatblog.com

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