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Every day online car shoppers use live chat to communicate and interact with dealership salespeople. Wayne Ussery (Jim Ellis Auto Dealerships) and John Hanger (Contact At Once!) answer the tough questions and explain how dealer groups and individual stores can use dealer chat to engage online consumers and sell more cars.
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Your Fingers Are Not Too Fat
Presented By: WAYNE USSERY of Jim Ellis Auto Dealerships& JOHN HANGER of Contact At Once!
Tips & Techniques For Effectively Using ChatTo Sell More Cars
Atlanta, GA 14 Stores (Audi, Buick-GMC, Chevy, Hyundai,
Mazda, Mitsubishi, Porsche, Saab, VW, Wheego) eDealer-100 top 10 for past 8 years 4800+ cars sold via Internet in 2010, of which 10-
12% attributed to chat
About Jim Ellis Auto Dealerships
Overcoming the Top 5 Chat Obstacles Grabbing The Low Hanging Fruit Coordinating Group vs. Store Level Chat
Functions
Action Items
Learn from a successful dealer group about using chat to sell more cars
Popular with consumers–increases interaction Now on Autotrader.com, Cars.com, others On ~15% of dealer websites and growing
Chat Is A Major Trend
Top 5 Chat Obstacles & How To Overcome Them
Top 5 Chat Obstacles& How to Overcome Them
1. We thought chat had to be outsourced2. Chat software is too complicated3. We aren’t staffed to answer chats4. Tried it – shoppers wouldn’t give us info5. My people can’t type (fingers too fat…)
Some vendors propagate this misinformation Fact: More dealers answer their own than
outsource Guideline:
1. If you outsource your phone, outsource chat too2. Otherwise, answer your own chat for the same reasons
you answer your own phone “Chat is today’s phone-up. If you don’t have chat
it’s like not having your phones plugged in.” Marc Ray, Grogan’s Towne CDJ
Selective outsourcing can make sense
Obstacle #1We Thought Chat Had To Be Outsourced
Some chat software is too complicated but... Easy-to-use software exists for PC’s, Macs, and
mobile devices Free online self-paced training exists Over 8,000 dealers and 40,000 sales people are
successfully answering their own chats today
Obstacle #2Chat Software is Too Complicated
Obstacle #3We Aren’t Staffed To Answer Chats
No special staffing required and no need for someone to be glued to their computer
The more staff enabled, the more likely one of them will be available when the next shopper clicks to chat…consider enabling floor as well
Mobile apps make it possible to answer chats from mobile phones and iPads
Selective outsourcing, or “rollover”, for after hours and during times when staff is covered up
Special considerations for service dept.
Obstacle #3We Aren’t Staffed To Answer Chats
Obstacle #4Tried It-Shoppers Wouldn’t Give Us Info
Online shoppers that chat are not likely to divulge personal info up front, much like callers
Keys to success in getting contact info1. Give a little info, ask for a little info2. Build rapport3. Don’t give up too much information4. Schedule the appointment, or escalate to phone
call 50% contact info capture rate is typical Arguably there is value in productive chats
where contact info is not exchanged too
Obstacle #4Tried It-Shoppers Wouldn’t Give Us Info
Chat is informal – perfect spelling and grammar are not expected
Hunt-and-peck typing is just fine No experience required In many ways, chat is easier for a salesperson
versus phone because there is time to think as one types (i.e. before hitting “send”)
Obstacle #5My People Can’t Type (Fingers Too Fat..)
Grabbing The Low Hanging Fruit
1. Enable chat on 3rd party and OEM sites 2. Take advantage of free online chat training3. License chat for your dealership’s website(s)4. Leverage CRM integration to track results5. Review chat transcripts and use for training
Grabbing The Low Hanging Fruit
1. Encourage competition amongst stores and use benchmark reporting to keep score
2. Select vendor solutions designed with group-level administration and reporting
3. Standardize on tools so that employees are portable and to minimize IT and training costs
Dealer Group Level Considerations
Your Fingers Are Not Too Fat.You Can Do This!
Thanks For Attending!
Wayne Ussery, Director of MarketingJim Ellis Auto [email protected]
John Hanger, CEOContact At [email protected]