We have word tracks for when were face to face with a potential client. We have word tracks for becoming a phone-up professional, moving the customer to appointment. Have the right words at the right time in your arsenal and move the customer that much closer to the appointment or sale. But what about word/type tracks for Chat? .. "Chat Tracks" for when you're in the introduction or knee deep in a chat with a customer on the other side of your monitor? The PROBLEM with Chat is - MOST people SUCK at it (and the phone for that matter.) However, if you take the time and learn how to effectively chat, it can no doubt be one of your most highest converting "lead sources" your dealer can have. Be is an actual chat transcript. Let's all put our heads together, collaborate and find areas for improvement. Vendors are invited to participate with no blatant or hidden sales tactics of course Review the live chat transcript below.. Where did they go wrong? What should they have said differently? What "chat track" would have worked better AND why? Side note: let's keep this the only chat transcript for this thread. IF you have your own chat transcript that you feel as if would be a great example, please submit to Dealerrefresh and we could use it in a future Chat Track critique session. Let's Begin... Starting Time: 6/16/2010 1:08:47 PM Central Daylight Time Agent: Jack Handy Time to Answer (in seconds): 45 Year=1998 Make=Toyota Model=4Runner Price=10990 StockType=Used Transcript: [1:09:07 PM]<System>Agent Jack Handy has accepted the conversation [1:09:11 PM]<Customer>is your White 1998 Toyota 4Runner SR5 for $10,990 still available? [1:09:32 PM]<Jack Handy>Hello, How are you [1:09:38 PM]<Customer>Here is the link... (link removed) [1:10:07 PM]<Jack Handy>Please hold while I look that up for you. [1:10:17 PM]<Customer>thanks. [1:11:23 PM]<Jack Handy>Im sorry for the hold, Have you been working with anyone in our sales department [1:11:48 PM]<Customer>No. Just looking for a 4Runner online. [1:12:31 PM]<Jack Handy>Ok, I would be more then happy to help you. My name is Jack Handy, I should be receiving a answer very soon [1:12:41 PM]<Customer>Thank you. [1:14:04 PM]<Jack Handy>I am back, sorry about that [1:14:44 PM]<Jack Handy>I have followed up and we did sell that Toyota 4 runner, Would you consider a 2004 though [1:15:07 PM]<Customer>can you send me a link to look at the specs online? [1:15:33 PM]<Jack Handy>Yes I can, Please give me a sec [1:16:20 PM]<Jack Handy>Please go to www.abctoyota.com [1:17:33 PM]<Jack Handy>My name is Jack Handy if you would like to stop by for a test drive or if I can assist you in any way. Thanks once again. Can I help you out with any other questions [1:18:19 PM]<Customer>I don [1:18:38 PM]<Customer>I don't see a 2004. Is it posted on your site? [1:19:35 PM]<Customer>Also, why are some certified and others not? [1:20:18 PM]<Jack Handy> When you go into ABC Toyota , go to Used inventory and you should see it listed. Is there a phone # that I could contact you on and walk you through the process. [1:20:41 PM]<Customer>I think I'm good. Thanks for your help. [1:21:27 PM]<Jack Handy>Some are Certified and others are not. The Toyota Certification process is very very tough, They need to go through a 160 point inspection to pass for certification [1:21:38 PM]<Customer>got it, thanks. [1:21:53 PM]<Jack Handy>Your welcome, Thanks for your time & have a GREAT day [1:22:03 PM]<Customer>you too.