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Is Your Dealership Ready for Real-Time?

Is Your Dealership Ready for Real-Time?. Ed Parkinson VP of Sales for Automotive Solutions Contact At Once!. www.autodealerchat.com. Consumers Have Changed. 2. J. D. Power Findings. Today’s Customers: Research and decide faster Use an increasingly diverse set of online tools

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Is Your Dealership Ready for Real-Time?

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  1. Is Your Dealership Ready for Real-Time? Ed Parkinson VP of Sales for Automotive Solutions Contact At Once! www.autodealerchat.com

  2. Consumers Have Changed 2

  3. J. D. Power Findings Today’s Customers: • Research and decide faster • Use an increasingly diverse set of online tools • Search to navigate and compare • Expect dealer sites to be as helpful as OEM sites • Watch videos to discover and compare brands • Rely on their mobile devices to research on the go

  4. The Conversation is Happening = 1Billion Users 500 Million Users =

  5. Web 3.0 3.0 • Real-time • Ubiquitous • Location aware • Sensors • High quality camera and audio

  6. Communication Behaviors

  7. Lead Flow Has Changed 7

  8. Real-Time Readiness

  9. Marketing 9

  10. Visual Calls to Action Scan the QR Code, or send a Text Message to 972-675-7271

  11. You the Brand 11

  12. People Still Buy From People Source: Maritz Research May 2012 New Vehicle Customer Survey

  13. Trust Without Touch Trust Without Touch: Jump-start trust with social chat Zheng,, J.; Bos, N.; Olson, J.S.; Olson, G.M. University of Michigan.

  14. Ubiquitousness Actual Dealer Website Actual Dealer Website Chat Stats

  15. 3 Best PracticesFor Presence in your Marketing • Extend the reach of your visual calls to action. • Share your brand… “YOU” • Mobile site calls to action 15

  16. Structure 16

  17. Disconnection Dilemma Email Forms Voice Mail Managed Chats

  18. Structured for RTR Parts Sales Team Service Receptionist: Internal Receptionist: External Managers

  19. ACHIEVE OPTIMAL AROUSAL BEFORE PERFORMANCE

  20. Optimal Arousal Before Performance

  21. - Add mobile answering: +2% increase in answering rate - Add outsourced receptionist: Answer % = 99%

  22. 3 Best PracticesFor Structure • Involve the whole team • Management • Receptionists • Etc. • Real-Time First… follow up 2nd • Who has the responsibility to manage presence? 22

  23. Tactics

  24. Time To Answer <10

  25. What Fosters Trust?

  26. Qualify The Opportunity • Greeting – State Name • Dialog • Move to a call • Test Drive • Smart Device

  27. Best PracticesTactics • Mobile & Hybrid Answering • Interactions instead of Transactions • Reviewing conversations and outcomes • Training & Development • Empowerment

  28. Questions? For more information: 1-866-358-3880 (U.S. & Canada) sales@contactatonce.com Twitter- @autodealerchat Facebook.com/autodealerchat Scan the QR Code, or send a Text Message to 972-675-7271 autodealerchat.com

  29. appendix

  30. September 2012 http://usat.ly/O7gwvl “Technology’s ceaseless pursuit of efficiency appears to be claiming another victim: voice mail.”

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