Thanks Eric!
I do enjoy "internet sales" (though I hate that term) but it's the technology that is evolving around it that truly excites me.
This is a BIG QUESTION! I would look into 3 different products for internet lead management.
1.
iCarMagic -
www.icarmagic.com - I really love this product, it’s fast, secure, has an automated lead return feature that makes your job easy when you need to return those duplicate leads. It also has a nifty inventory pull/display so you can email out actual inventory, pricing and photos in a snap. It uses a split screen technology and allows you to answer leads and follow up with customers quickly.
2.
AVV Webcontrol -
www.avv.com - One of the first Internet lead managers available. Clean and easy to use. I like the fact that it's modular allowing you to add and/or step up to different features as your ILM progresses into a full CRM. They have a feature that dials into your DMS and sync’s up SOLD customers that also might have been a potential “internet customer”.
3.
eLEAD -
www.eleadcrm.com - Another solid ILM / CRM. I was playing around with their eLEAD Evolution product at NADA this year and was impressed. I’m not sure they offer just the ILM feature as a stand alone or not.
I would call all 3 and request a Demo. They all do the same basic features but each has their own look and feel. There are others out there to choose from so keep your options open.
As for training or advice for
getting past first and second emails without price…this is always a huge debate. I can’t really answer this for you. I think you should be open to testing different approaches. Remember, the internet has caused us as consumers to be price driven, often forgetting about value and service (I hate it too!).
Here is is a suggestion;
When a lead comes in, try to
get the customer on the phone ASAP. (I use a program called
CallProspector that helps me with this). If you're unable to get the customer on the phone..
why not send them a price quote?. Have an aggressive price on an old age unit of each of your popular models. Use this vehicle for your "internet" price quotes (Of course this pertains to New vehicles. Used cars can be a different story). I have found that 90% of the time it’s not what the customer wants anyways but I have found it helps get them in the door. Is gives the customer the perception that you are willing to work with them.
Use the discounted model as
leverage, so when they want the silver model with the premium package but they don’t want to pay for it..you can take it away from them and offer the discounted model. Use it as a negotiating tool. If they buy the discounted unit, so what!, it’s an old age unit out the door, just try and make some $$ on the financing.
Side note: Last month I sold 3 cars quoting an aggressive price on an old age unit, each customer opted to buying a different trim/color/options (costing more and making more)..the 4th customer actually bought the sale vehicle. He drove over 2 hours.
I hope this answers your questions!! Good luck to you and let me know what ILM you choose!!
-Jeff
