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Jon Quade

Jon Quade Performance Improvement Consultant

Exclusive Blog Posts

Click-to-Call [Infographic]

Click-to-Call [Infographic]

  Most dealers understand the importance of making it easy for customers and prospects to find contact information. Websites often have prominent &…

Quick Tips for Improving Dealership Culture

Quick Tips for Improving Dealership Culture

Car dealers have a terrible reputation. It's such a negative experience for so many that people are electing to make a major purchase like a vehicle fr…

The Biggest Mistake Dealers Make When It Comes to Customer Retention

The Biggest Mistake Dealers Make When It Comes to Customer Retention

Jim Roche is the Divisional VP of Marketing & Managed Services at Xtime. We asked him to tell us the biggest mistake he sees dealers making today when …

Is 2018 the Year of Customer Convenience?

Is 2018 the Year of Customer Convenience?

It seems that every year has a theme attached to it in terms of where dealerships’ focus will be. Which themes or buzzwords will dominate 2018? We…

Upcoming Webinar: Show with Your Showroom, Sell with Your Website

Upcoming Webinar: Show with Your Showroom, Sell with Your Website

Today's customers walk into your showroom better-informed than ever before. Because they've done their research ahead of time, 89% walk into t…

The Price Dance: Email Inquiry Edition

Like a rock star in a mosh pit, the automotive email inquiry is a slippery animal- especially when it comes to dealing with price. The email medium demands complete transparency; yet dealer selling cycles usually require tactful discretion. What’s a dealer to do? Navigating "the price dance" can be tricky, but it can be done. Read on to see how to handle this common lead scenario like a stone-cold pro.

 Hi Julio, Bye Julio: How to Lose an Automotive Email Lead in 2 Minutes

The Customer: Julio

The Request: “I want your best price and payments on one of your new, top-line extended cab pickup trucks.”

The Response: “I’ll need a little more information from you in order to quote you an accurate price – when would you be able to come in to discuss your new truck?”

The Outcome: You never hear from Julio again, despite multiple emails on your part.

The Lessons:

 1) You have no control over customer re-engagement when email is your only contact choice.

2) If you don’t respond to customers’ email questions clearly and concisely, they will think you are trying to hide something from them (regardless of whether you are or not).

 Solution: The Three Wishes Approach

Instead of quoting Julio a singular price, give him three prices: one on the vehicle he’s inquiring about, one on a lesser-equipped version of that vehicle, and one on a similar pre-owned vehicle. With emails, you must appear to be transparent in your responses.

 Bonus tip:  Follow up an email response with a phone call wherever possible.

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