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From: Jared Hamilton
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Exclusive Blog Posts

When Service Advisors Say, “Hey, That’s MY Customer!”

When Service Advisors Say, “Hey, That’s MY Customer!”

To say that the dealership I worked at was Dog Eat Dog would put it mildly. It wasn’t just a competition to be at the top of the figurative servi…

In 2020, Resolve to Change Pay Plans

In 2020, Resolve to Change Pay Plans

New vehicle sales are slowing and increased pricing transparency is eroding front-end sales margins. I predict that increased F&I pricing transparency …

Set Goals for the Year Not Just the Month!

Set Goals for the Year Not Just the Month!

Planning and setting goals for the year ahead is hard considering we tend to plan month by month especially when it comes to measuring success. So instead …

MDP 029 | The Great Divide: Fixed Ops / Variable Ops - Special Guest Phil Larrick

MDP 029 | The Great Divide: Fixed Ops / Variable Ops - Special Guest Phil Larrick

  #FixedOperations #GenZ #EmployeeAcquisition #OnlineRetailParts   David & David are joined by Phil Larrick. Talking about Fixed…

Join Us for a Fireside Chat with Current Automotive

Join Us for a Fireside Chat with Current Automotive

Chat with Seneca Giese, Co-Founder of Current Automotive, and discover how they are transforming the car-buying experience in Naperville, Illinois. In j…

Building Rapport Before the Lead Is the Way to Win the Sale

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In my last blog article, I discussed the importance of building rapport with leads through the use of “Why Buy From Me” and “Lead Response” videos personalized for each customer. Now I would like to take this one step further -- Building rapport should in fact start much earlier than simply upon the receipt of a lead.

 

Think about the first contact a customer has with your dealership. Chances are good that they either went to your website, or found a vehicle that matched their interest on a third party site. At this point, detailed descriptions, images and video walkarounds can certainly make your vehicle stand out from the others. But how about further increasing the probability that the customer chooses to deal with you over any competition? How about building trust and rapport at this first entry point instead of waiting for them to put in their personal information and enter your CRM as a lead?

 

Just as you can integrate video walkarounds of the vehicle on VDP pages, you can also integrate your “Why Buy From Us” or “Why Buy From Me” videos into your vehicle display pages, as well as your most visited page on your website – your homepage.  Sell The Dealership, Sell Yourself, Sell The Car…This simple rule can have a significant impact on the number of shoppers who see your online advertisements and ultimately trust you enough to reach out to you and inquire about a vehicle. And a HUGE impact on your sales once the customer arrives on your lot. 

 

These actions help to build rapport and establish trust prior to receiving a lead, making the process of contacting the customer and engaging them that much easier when you do receive a lead. The fact is that you can build so much likeability and trust with a shopper that they decide that “you” are the dealership or sales person that they want to do business with, even before they have landed on a specific vehicle.  You will even have shoppers who call you, email you, or even just show up at your dealership, without having settled on an exact vehicle, simply because they like and trust your dealership, or one of your salespeople. They thus reach out to you to help them find the right vehicle. Combine the above actions with walkaround videos and personalized video e-mails and you’ll find it much easier to win over a customer, leaving your competition in the dust.

 

Start creating rapport at the first touch-point, otherwise you could find yourself competing with four other dealers for the potential customer’s attention. A successful sales career is all about building relationships. The earlier in the car buying process that you can accomplish this, the easier it will be to engage a customer, more customers will show up for test drives, and you will haggle significantly less over price.  You will get more sales and higher gross, because you are the good guys and the shopper wants to do business with YOU!

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