- Apr 11, 2009
- 53
- 23
- Awards
- 4
- First Name
- Todd
HI Jerry,
Sorry for the delay I think the turkey got the best of me this year. I finally had a few minutes to review your chat. Here are my suggestions, which I am sure align with your phone process because I feel these two mediums are very similar.
1. Getting control of the conversation is the most important part of any chat conversation. This can be established by asking great questions that direct a shopper towards an outcome. I prefer to give shoppers an A or B selection to move them through an effective sales process.
2. Giving pricing information or negotiating over chat or the phone for that matter puts the shopper in control and eliminates any real reason to come into the dealership. I think it is better to focus the conversation on qualifying the shopper.
3. Using the if we get disconnected tactic to get information from the shopper is ineffective. To get a shopper to give you their information you have to make them want something you have. You need to establish a powerful reason that will make a shopper give up their phone number, email or anything else to get the information you have in your possession. Make them want it.
4. Using a TO can be effective as long as the turn over has an introduction and aligns with the conversation. "I would like to transfer you to my Internet Director who has more information on our available inventory. Will that be ok with you?"
5. One thing that would have helped this conversation is employing what we call our "Shop with me technology" which allows you to guide a shopper around the site showing them specific pages. Most chat companies offer something similar. This allows you to create a powerful online sales process by talking and showing the shopper at the same time.
6. The "WOW" factor needs to happen. The goal of every chat conversation needs to build rapport and at some point give the shopper a wow experience that ties them to your dealership and establishes you as the choice to move forward with purchasing their next car.
Anyway these are a couple points I felt that could have really changed the outcome of this conversation. If you post the whole transcript I would be more than happy to dissect it completely. You know how much I love this stuff
Hope you had a great Christmas. I look forward to your comments.
Sorry for the delay I think the turkey got the best of me this year. I finally had a few minutes to review your chat. Here are my suggestions, which I am sure align with your phone process because I feel these two mediums are very similar.
1. Getting control of the conversation is the most important part of any chat conversation. This can be established by asking great questions that direct a shopper towards an outcome. I prefer to give shoppers an A or B selection to move them through an effective sales process.
2. Giving pricing information or negotiating over chat or the phone for that matter puts the shopper in control and eliminates any real reason to come into the dealership. I think it is better to focus the conversation on qualifying the shopper.
3. Using the if we get disconnected tactic to get information from the shopper is ineffective. To get a shopper to give you their information you have to make them want something you have. You need to establish a powerful reason that will make a shopper give up their phone number, email or anything else to get the information you have in your possession. Make them want it.
4. Using a TO can be effective as long as the turn over has an introduction and aligns with the conversation. "I would like to transfer you to my Internet Director who has more information on our available inventory. Will that be ok with you?"
5. One thing that would have helped this conversation is employing what we call our "Shop with me technology" which allows you to guide a shopper around the site showing them specific pages. Most chat companies offer something similar. This allows you to create a powerful online sales process by talking and showing the shopper at the same time.
6. The "WOW" factor needs to happen. The goal of every chat conversation needs to build rapport and at some point give the shopper a wow experience that ties them to your dealership and establishes you as the choice to move forward with purchasing their next car.
Anyway these are a couple points I felt that could have really changed the outcome of this conversation. If you post the whole transcript I would be more than happy to dissect it completely. You know how much I love this stuff
Hope you had a great Christmas. I look forward to your comments.
