How is your LEAD process?

Recently I have been seeing a lot of controversy on 3^rd party vendors. Many feel that they are not getting what they paid for. What is it you're actually paying for? A opportunity, a customer, a client? What happens from the point of someone getting on their computer/cell phone and sending a inquiry for a particular vehicle?

HOW IS YOUR LEAD PROCESS?????

How long do you take before calling this prospective client?

Do you follow up with an email?

When is the next time you make an attempt to reach this potential client?

Do you have a BDC?

How loaded is the work on your sales staff?

Are you monitoring your sales staff?

Please share some of your knowledge and experience in this area.

Thank you,

Tony

1 member likes this

Attachments:

pic.jpg, 8 KB

▶ Reply to This

Replies to This Discussion

Permalink Reply by Jeramie Slater on September 20, 2011 at 10:46pm

I contact my leads asap. If I'm getting them someone else is also. I email them a thank you letter, respond with there inventory request, one model less and one model more. I contact them by phone and try and get a cell number. We discuss there wants and needs and try to set an appointment. I take my cell phone and video tape the vehicle and me and send them a text of it.

▶ Reply

Permalink Reply by Tony Abbott on September 21, 2011 at 11:25am

That's great input Jeramie. Thank you. Keep up the hard work. Reach them by any means possible. Offer to Chat online if you offer that. Stats show that most people are researching while at work. The best way to talk to a dealer on the DL is chat. Facebook also. Another way to engage with the customer at their leisure. Just some thoughts that came to mind.

All the best,

Tony

▶ Reply

Permalink Reply by Adeana Brock on December 22, 2011 at 1:17pm

Hi!

Our dealership has an internet sales staff that responds to all incoming sales calls and internet leads. Our goal is to reach the customers as quickly as possible through a variety of means. This includes phone calls, text messages, email, etc. Facebook has also come into play. Like Jeramie mentioned, If I'm getting them so is someone else. We want to stand out! The main source we use to do that: VIDEO EMAIL! It's personal. It's great. Customers love it and it's not the same thing everyone else is sending.

Another great tool: Chat. Our website and all outgoing emails are "chat enabled" also.

One of the most important thing a BDC/Internet Sales Staff is responsible for is follow up. Typically (NOT ALWAYS, DON'T FLIP OUT) sales people aren't the best at following up. A large percentage of phone opportunities are not logged and follow up doesn't happen. They tend to be focused on the "low hanging fruit". That is ok..that's how they make their money but there is so much more that can be done and that gives the BDC a chance to generate traffic that may have otherwise been lost.

I could go on and on, but I will stop for now. Lol! Thanks for reading.

▶ Reply

Permalink Reply by Tony Abbott on December 22, 2011 at 4:39pm

WOW! Great feedback. Sounds like you have your process in check! That's great you use chat and text. Many dealers don't take full advantage of those opt in advantages. Chat is key. People are at work trying to use work time to buy a car on the DL. Perfect way to help the customer out. Who do you use for 3rd party vendors? Who is your favorite?

Thanks for participating,

Tony

▶ Reply

Permalink Reply by Adeana Brock on December 23, 2011 at 9:08am

Hi Tony,

Thanks! Honestly, we are cutting back a lot of our 3rd party vendor lead sources also. We are generating a lot of traffic (esp the local market) from our company website (esp the Chat!). We are going to try the minimum and see how we fair. I'll keep you updated!