Tag Archives: Lead Handling

5 Ways to Create Happy Automotive Customers

In an age when you understand that your customer can price shop you in the five minutes you walked away to talk to the desk manager, simply by pulling out their mobile phone, how do you set your store and yourself apart? When price and availability of the vehicles on your lot can be so easily matched or beaten how will you set up not only repeat purchases but referrals from future prospects?

CRMSuite can Help:

  1. Excellent Customer Support –

    You already have the sincere enthusiasm, firm handshake and winning smile locked up. Use CRMSuite to help you respond to Leads, Follow up with Prospects and Make contact with each sold customer long after the vehicle has been driven off the lot.

  2. Transparency & Responsibility –

    You already own your sold customers and make sure that your store is with them from the initial receipt of the lead, through the sale and service, and back to their next vehicle. AutoPencil allows for total transparency during the desking process. Give your customer all of the numbers up front and in a clearly formatted, beautiful template which automatically calculates the payments etc. during the negotiating process. Never leave your customers side to go to the desk, and have your customer sign the deal right from the driver’s seat of the vehicle they love.

  3. Incentives & Rewards –

    OEM Incentives are great, but you want to give your customers a little something extra. Offer rewards for referral leads and use CRMSuite to track the lead sources and note customer rewards.

  4. Engage & Personalize –

    CRMSuite is thee most Social CRM on the Market. Using proprietary algorithms and public information we match customer profiles with your customer records within CRMSuite. View your customer latest activities and recent profile photo right on their record. Link back to customer profiles so you can be prepared to greet them with your common interests and useful information to build value once you’ve set that all important appointment.

  5. Measure & Analyze Satisfaction –

    Make goals for your team and implement ways to measure your customers satisfaction with them. Use the wide variety of reporting and MyDay modules to see all your numbers at a glance, updated in real time and drill down for detail right from your dashboard.

Happy Customer Infographic

Sales Representative Best Practices for Automotive CRM

Final CRM

The benefits of deploying and engaging your team with a customizable and intuitive CRM are numerous. We could bore you with the stats and go on about how wonderful our CRM system is, and it is truly wonderful, but we understand you only care about one thing. How to sell more cars, move the metal off the lot and the money into your pocket. How do we know this? Because we have been there my friend. We have stood in your shoes early on a saturday morning fixing our ties and straightening our hair ready to take on the world… and make some deals. But I digress, what we want to do is help you use your CRM to it’s fullest potential.

Let the CRM take the Names, while you Kick Ass

We don’t care if all you have right now is a name and number. It’s a start. Add every single customer you come into contact with to the CRM system. Make it your personal rule of thumb to add 100% of the people you speak or engage with, 100% of the time, without fail. Customer relationship management software is only as good as the data it is given and the team who use it. Get as much data from your potential customer as possible… without sounding like a stalker. Then let the CRM take over.

If you commit to a task… Do it.

four-figures

Your MyDay in DealerCRM says you are scheduled to make X number of calls and some other tasks today. You told a customer you would touch back with them “tomorrow” because you understand that the Actions Plan in your CRM, which your dealership custom designed for your store, will fire a follow up for the next day. Well, it’s tomorrow and that call is chilling on your MyDay screen. Bottomline? Clear it. Make that call.

Following through with commitments is Business 101. If you don’t call the customer on the day they’re scheduled, then you appear unprofessional. Especially if they’re expecting a call from you. Your store also appears disorganized and flakey which is exactly the opposite of the impression you want to give people who could potentially build a lasting buying and service relationship with you and your dealership.

Time is the killer of deals and by not contacting them, they could decide to purchase elsewhere. By completing your daily tasks you’re ensuring that every customer that you’re supposed to contact actually gets contacted. Thus every opportunity is maximized and nothing falls through the cracks.

Get it Right

Vehicle information, stock numbers, car color, is the car a surprise? (ask Vitale about this one), deal structure, customer nickname, and how your customer prefers to be addressed (Mr., Mrs., Miss, Ms. etc.) make sure you enter it all correctly into the system the first time. Or at the very least correct any errors post haste.

Correspondence which is sent on your behalf, from the system, reflects on YOU and the dealership. If an email, postcard or letter are generated with inaccurate information then everybody looks bad. Let’s face it, we’ve all heard stories about botched info on personal invitations and junk mail from other industries. What do the addressees remember? Well, I guarantee it wasn’t the killer Labor Day Weekend special.

Having all your ducks in a row also ensures that if something comes up and you are unavailable the show can go on, because the show MUST go on! Life happens, days off happen, illness happens, stuff happens… A sales manager needs to be able to jump into any deal efficiently and seamlessly, without having to make a client wait, while they contact you on your day off. This makes your store look like everyone is on the same page, you all function as a team, and the entire staff are professional and on the ball. If there is fumbling and pointed fingers and customers forced to wait while calls are made that’s all that will stand out in the mind of those customers down the road.

Record all of your interactions in real time

By successfully resulting the outcome of your client contacts and interactions, you ensure the software schedules the next contact due. It’s important to log information as close to real time as possible in order to allow the action plan to trigger follow up actions properly. How effective will a “3-Day Follow up call” be if you log the action which would trigger it 2 days later than it occurred?

There’s also nothing worse than a manager following up with a client to ask why they missed their appointment when the customer called you to reschedule. Or worse… they made the appointment and you didn’t log the results of that interaction in the system. The goal is NOT to look foolish but to portray a unified front whereby everybody is on the same page. When a customer has confidence that you and your team are on top of your profession they also feel more comfortable parting with their money and making a purchase.

Reply to customer emails, texts, calls and Internet leads IMMEDIATELY

Especially now in the internet age of instant gratification, time kills deals! The majority of people today are communicating via mobile device. The customer has an even higher expectation of a nearly immediate response. The sales person who responds first and fastest has a much greater chance of winning that lead. Which is sort of the idea behind our LeadBlast lead handling system.

group-of-figures

Response Time Statistics:

  • For Internet leads, the first dealership to engage the customer is 5 times more likely to sell that customer a vehicle. How is that for a 5 times rule for you?
  • 35-50% of sales go to the Dealer/Sales Rep who responds first.
  • Call within 5 minutes, and the chances of reaching a lead is 100 times higher than calling 30 minutes after the lead comes in.
  • When you’re not talking to leads right away, you waste about 92% of your time and budget.
  • The odds of qualifying a lead, if called in 5 minutes versus 30 minutes, drop 21 times.
  • A study by M.I.T reveals that the average company takes 1 day, 18 hours & 15 minutes to respond to an email lead by phone. Now that’s Terribleness…

Maximize your Reach

Follow up is key, if you want your be-backs to have a better closing ratio you need to have multiple avenues with which to communicate with your customers. Once you have a foot in the door so to speak, make certain you ask for Two Phone Numbers and an Email Address with EVERY customer.

According to NADA, 7 out of 10 customers will provide their email address if they are simply asked for it. Mobile numbers are even more critical today. People are much more likely to be near their mobile phone than a landline.

Most people are more likely to read a text message than take a phone call from a number they don’t recognize. For that reason the ask for text message opt-in is a word track you must master. Be sure to place phone numbers in the appropriate, corresponding fields within the system. Mobile numbers in the mobile field, home landline numbers in the home landline field, work numbers in the work number field and so forth. You can’t text a landline and calling the customer’s office at 10am on a Sunday probably isn’t the best use of your time.

Consistency is Key

You’ll have much better success with your CRM if you follow the best practices mentioned above… but the key is to do each of these things consistently through every opportunity, every day, always. It’s sort of like flossing… it only works if you do it every day. And fibbing to your dentist about skipping the task isn’t going to help anyone.

Do you “floss” everyday? Tell us about your Best CRM Tips in the comments or take us to task on the tips above.

You can always reach out to us via Social Media as well 🙂

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What could be more important than your greeting?

AgreementThe Greeting, most people think nothing of it.  A simple “Hi, how are you?”  Or maybe something more structured like, “Welcome to ABC Motors, my name is Jenn Brockway.  Your name is?”  Or, better still “What’s up?”  Salespeople spend so much time on the Demo, the negotiations, the close, that they forget the all important Greeting.  These first few seconds can make or break your deal!

A greeting is supposed to introduce yourself, first and foremost.  You don’t want it to be too simple, as it may go ignored, however you don’t want it to be too wordy either.  You want them to know (and Remember) your name but you also want their full name in response.  Ever get this?
You:  “Welcome!  My name is Jenn Brockway, and you are?”
Them:  “Bob” (while walking away.)
How effective do you think this is?  Do you believe that Bob will remember your name?  I don’t think so.  First impression, down the drain.  Sale, possibly lost!

A good greeting has just a couple elements.  Its quick, it provides your info, and you get their info.  You don’t want it to be too quick nor do you want to take up an hour to tell someone your name.  I used various greetings over the years, depending on how I was first meeting my clients.  A few examples are provided below:

  • Email Greeting:  You can have a greeting in an email.  Let’s face it, many people never walk into the dealership until they are finalizing their deal which makes a good email greeting extremely important.  Mine went something like this:

    Good Morning Bob,  Thank you for your inquiry on (vehicle.)  My name is Jenn Brockway and I will be guiding you through your purchase adventure.  If you should have any questions along the way, stop me and ask them!  I have included the information on the vehicle you requested below.  I would like to speak to you to provide more information, what number and time works best for you?  Please let me know.  Thanks so much!

  • Phone Greeting:  Ever bomb that phone call on that used car?  We all have.  The best thing to do is to have a script like greeting in front of you.  Something to help guide you from fumbling your words but can be easily adjusted depending on the request.  My script was as follows:

    Thank you for calling ABC Motors.  This is Jenn Brockway, who am I speaking with please? Great, what is the purpose of your call today?  Thanks, in case we get disconnected, is this the best number to reach you (read off the number from the caller ID) and verify if home or cell.  Also, just in case, what is your email address?  I promise not to bombard you with a bunch of SPAM but just in case I get your voicemail when I call back, I would like to be able to send you the same info via email, for you to review at your convenience.

Then proceed to provide them information.  You may not get all of the info right away, but a professional way to ask for it may get it for you after more info is needed.

Client

  • Walk in Greeting:  Of course, this one may be more difficult as your body language is a key factor.  I was always professional, with good posture, and a smile on my face.  Nothing says I want to sell you a car like a slob with their hands in their pockets and wandering eyes, right?  I used something like this:

    Hi there!  Welcome to ABC Motors!  (With hand out ready to shake) I am Jenn Brockway, your name is?  Wonderful, what brings you in today?  Perfect!  Come this way (leads to a desk to enter into DealerCRM) let’s have a seat and discuss your likes/dislikes, needs/wants, and preferences so I can pull up the car of your dreams!  Would you like some water or coffee?

Most dealerships have refreshments somewhere.  I worked in various dealerships that had these for guests but I kept my mini-fridge well stocked with cans of pop, water, tea, juice, etc.  I even went as far as purchasing a Keurig for coffee for my clients (and me of course!). Whatever methods you use, make sure you put yourself in them!  Don’t be fake and try to be someone you are not.  Be welcoming, sincere and use your abilities to read your customers response and navigate your follow up questions and comments.

Have some key pointers you’d like to share around greeting best practices?  Feel free to contribute them in the comments below.

It's not a myth, leads sell cars

Focus on selling cars, we’ll make sure you don’t drop the ball.

Over the past 10 years we’ve watched what dealers do well, and what they don’t. Getting hold of your new leads on day one is critical and stopping the clock within 30 minutes is critical. iMagicLab’s DealerCRM and CRMSuite will make sure you don’t miss sales by missing the customer during this crucial period. Statistically if you reach your customer on the day they submit the lead your odds of selling them a car go up by 62%.

Pull the purple dinosaur off the roof and contact us, we can help.

Email Chris Vitale via cvitale@imagiclab.com or click the image to view our website