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#3
ddavis said:
I'm interested in hearing some recommendations for assisted Chat. I would like to know how well it has worked for you. Number of leads and closing ratios would be very helpful especially in highline stores.
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Contactatonce , is great at getting contact info 90-95%, but the customers dont seem to like it when the reps dont work at the dealership. we only use assisted on Sunday's and after hours. We get about 25 per month after hours or Sunday's , closing over 20% for me but that includes all chats that I take as well. Calling customers behind the cao reps usually nets subpar results unless its minutes after submission. So I'm not sold on assisted chat, it feels like I'm tricking the customer into giving me their info. I get much better closing and appointments when it's me answering and I literally answer any and every question upfront that they ask. I do appraisals, credit, payments whatever.

For me, chat works best when you're willing to take it all the way and do it yourself. I'll sell the car over the chat if they want that, it works regardless of the dozens of experts who think its blasphemy. I get customers to give me cc info to hold a car and take a picture of their drivers license so I can load the deal while they are on their way here.
Maybe I've come before my time, to each his own.
 
#4
Blake, I really appreciate your input but I don't have the manpower. I used unassisted chat, in the past, and it was a total disaster. I finally pulled the plug after a girl sent a URL, to one of my reps, from her backpage ad which included full frontal nudity. That picture was that the topic of conversation as it made it rounds through the dealership. It isn't that I am offended by nudity , other than my own, but I'm there to sell cars. Behind the bed in my master bedroom, in my new house in Phoenix, is a wall of mirrors. Made me start wearing pajamas, again. I tried a friend's chat and I didn't get the impression that it was someone outside of the dealership.

Joe, another awesome article. Actually, a really good friend recommended Active Engage. I went to his site and tried it out. I was really giving the Chat lady a hard time to see how she would react. I told her that I had heard they had a crazy black man running their internet department. She just posted the names of all the guys in the department. I wasn't able to rattle her. I finally told her who I was and gave her my contact information. It was followed up shortly by a rep. He said that he would send me a follow up email but that hadn't happened when I left the first store to the next.
 
#5
I randomly copied one ActivEngage hosted chat and pasted it below. It's a classic example of a chat that I've seen our floor reps abandon to take a phone up or a walk-in 100 times before.

----------------------------------

Chat Type: Sales
Name: Amber Merr------
Phone: </phone>
2nd Phone:
Email: [email protected]
New/Used: new
Make: Chevy
Model: Malibu
Appointment:0
ChatID: C82A35A825




Amber says:
I'm curious what kind of warranty would come with a chevy malibu


Nate says:
I'd be happy to help you out today on some warranty information on the Malibu, Amber!


Nate says:
Were you interested in a new or pre-owned Malibu?


Amber says::
yes


Nate says:
Great, those are excellent vehicles. We have some great new models available! Were you also interested in any particular colors or options on the new Malibu?


Amber says:
no particular color or options


Nate says:
Certainly, I'd be happy to note that for you as well. Allow me to have some warranty information verified for you on the new Malibus for you, as well as make sure some options are available and not pending sale or already sold!


Amber says:
ok


Nate says:
What would be the best email address to correspond with you at with these details?


Amber says:
[email protected]


Nate says:
Thanks, Amber. And may I have your last name for proper reference within the email?


Amber says:
Merri------


Nate says:
Thanks again. How soon were you looking to purchase the Malibu?


Amber says:
I'm not sure


Nate says:
No worries, I understand completely. We certainly look forward to earning your business!


Nate says:
And to make sure you were able to receive the information we're sending and answer any other questions you may have, may we have the best phone number and time to reach you?


Amber says:
Visitor has left the conversation.
 
#7
Doug,

In the example above, when we staffed the Chats, the shoppers were genuinely looking for a search assistant. Staffing chat with sales reps who are paid by commission, to assist someone who is looking for a product specialist or search assistant is a MANAGEMENT FAIL. This error is made worse by mngt. dogging the reps to stop wasting time on chat and work harder to get contact info.

Chats, for the most part, are another example of poorly aimed management goals (aka HIPPOs want leads, shoppers want answers [which lead to decisions]).
 
#8
I've found that the autonomous the Internet Department, the better we do. I have one Sales Manager that I am continuously telling to "stay in your own lane". I hear every phone call coming into the stores. I will not allow the operator to give calls to anyone on the floor except for two salespeople. He doesn't think that is fair but I say "train your people!!". They were trying to sell the car over the phone, giving way too much information or they think it's eHarmony. I gave phone skills training and two listened. The guys getting calls are setting appointments and selling cars. I think that the next time I give a class, they might pay attention.

I'm supposed to have a proposal from ActivEngage, in the morning.
 
#9
ddavis said:
I've found that the autonomous the Internet Department, the better we do. I have one Sales Manager that I am continuously telling to "stay in your own lane". I hear every phone call coming into the stores. I will not allow the operator to give calls to anyone on the floor except for two salespeople. He doesn't think that is fair but I say "train your people!!". They were trying to sell the car over the phone, giving way too much information or they think it's eHarmony. I gave phone skills training and two listened. The guys getting calls are setting appointments and selling cars. I think that the next time I give a class, they might pay attention.

I'm supposed to have a proposal from ActivEngage, in the morning.
Click to expand...


Damn,

Like your process Doug! Wish you lived in Upstate NY ;-)

If you have any questions on AE, find me and I'll help you out.


HTH
 
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