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.
×
Ketty Colom

Ketty Colom Digital Marketing Specialist

Exclusive Blog Posts

Why Your Customers Don't Want to Talk to You

Why Your Customers Don't Want to Talk to You

Is there someone in your family who hardly ever answers the phone, but will almost always respond to a text? Don't take it personally. This same person…

10 Things in Sales that will Never Change

10 Things in Sales that will Never Change

Here is my take on 10 things that will never change in Sales.  When you have a clear understanding of how these 10 things work, you'll undoubtedly…

Are You Selling Service Contracts in the Lane?

Are You Selling Service Contracts in the Lane?

Several dealers reported record months in the service drive. With a record number of RO’s hitting the lanes each day, it is a gold mine for selling s…

Women in the Dealer Workforce: Where We Are & Where We Can Go

Women in the Dealer Workforce: Where We Are & Where We Can Go

It’s no secret that women make up a small portion of the dealer workforce and turnover among women is high. By not attracting and retaining women in the …

Car Subscriptions - Q and A with Bill Playford

Car Subscriptions - Q and A with Bill Playford

I had the chance to interview Bill Playford about car subscription services, and how they're going to change the marketplace. Take a look what this ins…

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!

 

 Unlock all of the community & features  Join Now