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What do the most serious buyers do when they see an ad? Call, walk in or email?

Jul 15, 2014
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First Name
LuAnne
We asked this question to our FB fans: When shopping for a car at a local dealership do you...
  • first call the dealership for vehicle information
  • first e-mail the dealership for vehicle information
  • just visit the dealership without an appointment
out of 133 responses
10 could call
3 would email
120 would just visit without an appointment

This makes tracking digital advertising difficult. What is your experience?

Thanks,

LuAnne
 
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I've always believed that Contact page views are valuable information. There is always some issues there, but I track it based on:

1. Has the visitor visited another page?
2. Did the visitor "exit" after viewing the contact page?
3. Did they interact with the map or directions at all?

Based on running these numbers, I can get lists that show:

1. Visitors who came directly from Search Engine to Contact page and then left - website didn't sell them, they simply wanted the contact information. Is my Google Places result not working properly for their search terms?

2. Visitors who came to the site, viewing a page containing "inventory" in the URL and then visited the contact page and left the website. "Safe" to assume they called the dealership or visited the dealership, but also very possible that the location was not a good location for them and it's too far for them to come see the vehicle.

3. Visitors who specifically looked for directions to the location - they had already seen the map, so they aren't local enough to know the dealership's location, so they requested specific directions.

And you can go on and on and take it even further from there. A simple number of visitors is not sufficient without looking at their IP location, any geo-data you have on them, etc.

I also recommend trying things like adding a small map to the inventory pages that says "Click to See Location" or some variety.
When clicked, this should fire off a Google Analytics Goal that lets you track these on used and new separately. Gives good data in my opinion and can be added to the data above to try and get a better picture of how those visitors are traversing your site and whether or not they are customers or just passing by.
 
Having a strong call to action in the vehicle descriptions will increase the number of emails and phone calls. Look at the websites of your competition and AutoTrader and Cars ads. Rarely do you see a call to action. It doesn't cost anything but time and effort.
 
One major difference between folks that approach Auto Marketing from an eCommerce viewpoint and car guys; eCommerce marketers focus on the 15% (or so) of email folks while the car guys focus on the 50% (plus) of folks that walk in after doing research online.
 
Like I have said before. I will only call a dealer if the car I want is more than an hour away and I want to be sure my time isn't wasted. Otherwise, I will have contact with the dealer on my terms. Which means dropping in when ready to leave the research phase of the car buying timeline.