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Ketty Colom

Ketty Colom Digital Marketing Specialist

Exclusive Blog Posts

Closing Out Your Phone Call Properly

Closing Out Your Phone Call Properly

Closure - An Important Step One of the most commonly skipped steps during a sales call is Closure. During Closure we should be giving the customer …

Take me off the List!

Take me off the List!

      The last thing a dealer wants to hear is “take me off of your marketing list.” Each and every time you get th…

Using Vehicle Safety Features to Drive New and Used Car Sales

Using Vehicle Safety Features to Drive New and Used Car Sales

Selling a consumer a large ticket item like a car, truck, or SUV comes with a degree of understandable skepticism for the buyer. Consider the importanc…

Why Branding Your Price is a Great Idea!

Why Branding Your Price is a Great Idea!

If you’ve been reading my pieces for the last few months, you’ve probably noticed how passionate I am about branding. By branding every aspect of your …

Interview With Ken Kupchik, Sales Humor Creator

Interview With Ken Kupchik, Sales Humor Creator

Last month, the was our top blog. So we decided to interview Sales Humor creator Ken Kupchik to get learn more about his successful social media platforms,…

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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