The Basics of Automotive Live Chat – How to Master Automotive Lead Generation Through Your Website

No matter your dealership location, franchise, size, or overall rating, you probably will agree that the success of any dealership is measured in the number of sales. In order to obtain sales, you depend on a combination of repeat business, referral business, and of course, automotive lead generation.

With repeat and referral business, there really is no secret to it – other than having a good amount of follow up, and capitalizing on the things that make you different from other dealers to attract others to yours. When it comes to generating leads, however, there are a number of places that you can get them from including direct-mail marketing, commercials, and third-party lead vendors. There is one other place that you can obtain leads that are quality, inexpensive, and almost 100% valid, and chances are the leads are already being delivered to your dealership. The leads are coming from your very own website, and if you aren’t capturing them using automotive live chat software, then you are missing opportunity after opportunity, day after day.

Integrating automotive live chat software with your dealership can enhance your internet marketing a great deal, while increasing your ability to interact with website visitors. Each time a visitor lands on your page, they’re there for a reason; whether it be to check out prices, or the latest model of vehicle you got in. Since they’re on your site, chances are, they have a question. Instead of them taking 10 minutes looking through page after page of information, with automotive live chat software, you can instantly connect, interact and help your customers before they set foot in your showroom. You are producing quality leads from customers who are ready and waiting to buy a car.

Once an interaction begins with an automotive live chat representative, questions are answered, information is gathered, and ideally, a test drive is scheduled. Once the information from the potential customer is gathered, it can be passed on to your sales team who can take that opportunity and turn it into a sale. This method of automotive lead generation is a proven successful system and can increase your site conversion rate significantly. When a lead is generated from your dealer website, its quality is much higher and has a better chance of being converted into a sale than a traditional third-party lead source.

Along with an increased number of leads, and potential sales, investing in an automotive live chat service will bring your dealership’s customer service to a whole new level. The key to your success is in your customers’ hands. It is important to interact and engage with your website traffic to a superior level. This says that you’re dedicated, educated, and are truly invested in the needs and wants of your customers. Without a successful automotive lead generation tool you are likely losing up to 98% of your website visitors each day! The price of integrated automotive live chat software is minuscule compared to the potential business you are losing without it.

Tips on Ordering Your Own Logo Imprinted Automotive Items

These days most people drive their own cars or vehicles. They just can’t go on without it. Cars, automobiles and other types of vehicles are used for the fundamental task of traveling to and from the workplace and onto other places. Therefore, customized automotive items are ideal advertising tools because they absolutely have a good place to go. You can expose your company and offer highly useful products to your customers and clients at the same time.

Americans take the attempt to take care of their cars and vehicles. And why wouldn’t they when this revolutionary technological product have continuously proven its worth? People need cars and transportation devices to help them get through their daily tasks. About 70-80% acknowledges owning at least one car. Some families even have more than one to provide to the needs of all its members. There are numerous car dealers and manufacturers out there that guarantee its production and distribution for years to come.

You can take advantage of these noteworthy facts by giving away promotional auto products. They are definite to be a hit. You may confer them during your trade show or launching day. Logo imprinted car giveaways may even be handed to your own employees. You can award their efforts and recognize their excellent work performance. This can help increase creativity and eventually boost productivity.

Here are other profits of logo imprinted automotive items:

1. Fun and Interesting Items – Automotive products are highly modern and innovative. They have unbelievable charisma that reaches out to everyone.

2. Highly Durable – Most car products are made to sustain for a long time. You can be sure that your customers and clients will be able to capitalize on its use.

3. Colors and Designs – They come in various colors, styles and designs that are guaranteed to match your company name or logo.

4. Optimum Branding Space – You are provided with ample space for all your stamping needs. You can choose to imprint your company name, logo or even corporate messages and slogans.

Are you now sure that using promotional automotive items is the best way to do advertising? Well, here are some pointers first to help you get started:

1. Consider Your Budget – Formulate a solid budget plan first before you do anything else. It is best if you finish this first so you can avoid potential financial blunders.

2. Settle on a Theme – There are many automotive products out there and you could get confused in deciding which to purchase. It’s better if you work up a theme first so you may align all products into just one scheme.

3. Know Your Recipients – This will be really be useful in select your working theme. The essential question to ask is: Which groups of people am I going to use as target audience? When you’ve recognized this then choosing customized automotive products won’t be such a tough task.

4. Coordinate Color Schemes – Promotional automotive products are available in different colors, designs and styles. Complement your company name or logo with the item’s theme to ensure its attractiveness and appeal. This will help capture more attention from the audience.

Reduced Sales in the Auto Industry Requires New Responsibilities For Automotive Advertising Agencies

The role of the automotive advertising agency in today’s consolidating auto industry must change to accommodate the needs of the auto dealers that they serve. Reduced sales volume and profits have forced auto dealers to reduce their automotive advertising budgets and sales staff. As a direct result, automotive advertising agencies are being challenged to deliver more for less and reduced budgets and floor traffic suggest that they must increase their areas of responsibility to justify their agency fees or risk losing accounts. More importantly, they must learn the auto industry from the auto dealer’s perspective if they expect to be able to contribute in any meaningful manner.

Assuming that we all work our pay plans to maximize our own ROI in our chosen careers in the automotive advertising industry, I thought I would share some best practices regarding an auto dealership’s Internet sales processes with my fellow automotive advertising professionals to help them better serve their auto dealer clients. Not all of the situations I discuss will apply to every auto dealership so take note of ones that do and save the others for future reference in case they surface in some other form. I will cover common issues that are part of human nature. After all, the key to success in the car business is in the people – not in the franchise or facility – so most problems start and finish with people.

The Internet Department — From The Dealer’s Perspective

As a former new car dealer and current consultant on dealer operations and marketing I am constantly amazed by the disconnect between dealers and their key personnel. I liken the miscommunication of their common goals — to sell more cars/service and make more money — to that of a long marriage. Courting equates to the interview and the first few months are like an extended honeymoon. Once the excitement wears off it is a lot of work to remember why you got married in the first place; but worth the effort!

Dealers are people too! They often indulge their emotions in the hiring process based on the fact that they need help more than the applicants need the job! Great interviews get an applicant the job with the dealer’s hope and desire to solve a problem – not make a friend. Their business needs eventually outweigh their emotions and words like bottom line profits, accountability and the latest buzz words — verifiable R.O.I. — take over. Dealers should always have job descriptions and areas of responsibility along with supported compensation plans based on individual and department guidelines and objectives. Unfortunately, not many auto dealers have those today and few automotive advertising agencies are prepared to provide them.

Today’s market losses have forced dealers to make difficult decisions that should have been made before a position was even considered. The survival of the fittest must apply! It’s a dirty job but someone has to do it and the Dealer must base his decisions on performance and individually contributed profits or we will all suffer the consequences! That observed deficiency is a perfect opportunity for a forward thinking and prepared automotive advertising agency to earn their fees when direct sales won’t support them by passing on the observed need to their auto dealer clients while providing them proven processes to satisfy them.

Re-defining the role of the Internet Sales Manager, (ISM), at the Dealership – Customer Communication Center, (C.C.C.) vs. Business Development Center, (B.D.C.)

The A, B, C’s of the car business — Always Be Closing — go beyond the showroom floor and apply to the ISM as well as their staff. The key to the close, however, is to know the answer before you ask the question, or at least provide a limited response that you can control!

Based on your new found knowledge and understanding of the dealer’s requirements of their ISM, I suggest that you ask the hard questions before your dealer client does! The more you and the ISM are involved in the selling process in both vehicle sales and fixed operations the more productive and profitable you will be. The more accountable and verifiable your R.O.I. to the dealer the more secure your income and the account. Sell yourself and the added value that you bring to his Internet department to your dealer with the leverage of verifiable performance in a clearly defined position on the team beyond what most dealers envisioned from their automotive advertising agency and be paid accordingly.

I propose that you literally have the tail wag the dog, so to speak, by suggesting that the Internet Department become more than a lead generator with limited selling responsibilities. All communications, before, during and after the sale can, should and soon will be handled over the internet and/or on the dealership’s website which should now be part of your shared area of responsibility with the ISM.

Currently, Business Development Centers, or B.D.C’s., coordinate selling opportunities developed on the telephone, showroom floor, service drive, data base marketing and in many cases the Internet. They rely on linked technology like telephony systems, vendors, such as Whos Calling, and onsite data base management systems, (DMS), such as ADP or Reynolds and Reynolds and customer retention management systems, (CRM), like Higher Gear or DealerUps, that are all now available on the internet.

Who is better prepared to coordinate communications and even transactions on the Internet than the Internet Manager supported by an involved and educated advertising agency? Who has the best understanding of computers, software and integrated links to access and apply information directed to the contacts sourced from the auto dealer’s automotive advertising investments? It better be you!

Customer Communication Centers, or C.C.C’s. provide a more integrated and accessible central point of contact at the dealership for their customers in both their brick and mortar dealership and their online virtual showroom. All customer contacts for sales, service/parts and office should be channeled to one location from all sources including telephone, email, mail, internal DMS and CRM, Internet — you name it! The cross-sell opportunities between sales and service/parts by having one contact person suggesting shared opportunities is obvious but unlikely if they are handled by two different people or departments! Less obvious opportunities like customer complaints and key vendor communications provide the ability to turn a problem into a solution but only if channeled properly.

The Internet is hosting telephone, DMS and communications through webinars and emails so take charge and credit with the dealer. Re-define your role at the dealership by increasing your areas of responsibility!

Integrating the Internet into the selling process — Sales and Fixed Operations

Most dealers have been traumatized by software solutions they are still paying for and never used. Usually they require secondary input, are redundant with other more integrated systems to the selling process or just lack real world applications to their deal flow — which is driven by human nature on all levels. Inspect what you expect coupled with standards like you can’t manage what you can’t measure can be applied to support your close for enhanced opportunities for you, his staff and your dealer.

Place the Internet C.C.C. squarely in the middle of all selling processes. Of course be careful what you ask for since an astute dealer will, and should, hold you accountable. No pain, no gain — so go for it!

As admitted, the devil is in the details, and there is no standard application to apply to all situations. Deciding what to do and what to delegate, and how to best integrate with the auto dealer’s current systems to minimize disruption, is the key. Don’t throw out the baby with the bath water but expecting different results from the same action is a good definition of insanity.

The auto dealer’s sales staff and service writers hate you — join the team!

The automotive advertising agency has always been perceived by the auto dealer’s staff as an outsider and the ISM has only recently earned the respect that he deserves by the old car guys who may still be fighting the shift to the World Wide Web. The Internet Geek of the old days has matured into a key manager in most dealerships and the trend is growing! You can’t possibly expect to cross train on all aspects of operations — but you should try! Evaluate the current communications, customer and deal flow and create a business pro forma in concert with the ISM and the other department managers to develop a profit and increased R.O.I. for all involved and you will earn your position on the team.

Inter-department squabbles in the car business will always exist but your new position on the team — if introduced correctly — will transcend individual motives to resist your efforts to improve everyone’s bottom line. Taking on the burden of helping the ISM and his team to make appointments and providing centralized communications — both internally and externally to the dealership — will free everyone else up to sell more cars, service and parts!

Real time paperless reports available online — or in the DMS/CRM — will provide the department managers with the information and tools they need to do their jobs. Your complimentary secretarial services, automated and managed follow up systems to recapture lost sales opportunities coupled with your shared goal to increase appointments, sales and customer satisfaction is not a threat but a blessing!

Establishing goals, accountability — getting paid on the bottom line

Most automotive advertising agencies and ISMs are involved in search engine optimization plans, (S.E.O.), and search engine marketing plans, (SEM), with applications on their website that track leads, conversions and R.O.I. — or they should be! Your goal should start with continuing your efforts to increase traffic to your auto dealer’s website rather than the telephone. It represents the most sophisticated tracking software available; now and for the foreseeable future. Your ability to track results is where your accountability part gets covered!

Sales goals theoretically start with the dealer’s market share responsibility for the manufacturer, (M.S.R.), but fixed and semi-variable expenses quickly establish more pressing goals. Covering the Nut is a street level goal which must be met or none of the others matter. Have the dealer provide you with what he expects — or needs — and that should become your common goal!

An example of a realistic goal for an auto dealership should be 4-5 generated appointments per day per person; selling one. This represents 120 + appointments each month, 80 +/- that show up and an additional 20 units per person per month based on a 25% closing ratio.

Include areas that you and the ISM can directly impact and monitor like new and used vehicle sales — units and gross profit, sales and service appointments, customer satisfaction scores and all monthly sales or performance goals. Define the areas of responsibility that you will handle and decide on which ones you will delegate. Compute the budget, staff and facility you will need, online and in concert with your conventional advertising and community networking proposals, to develop the traffic required to achieve the sales and performance goals the dealer has established.

Use industry guidelines as far as closing ratios and conversion ratios specific to the auto dealer’s franchise, size of market, staff, inventory and facility to “back into” your sales vs. traffic needs. Resource local media statistics, like cost per point, C.P.P., to determine the most cost effective media to dominate within your budget focused on the Internet customer and then dominate it.

On broadcast, for example, a 5 plus frequency and a 50% reach coupled with consistent and coordinated dealer specific brand-tail messages, (branding and retail), over a ninety day period with creative directed to your dealer’s web site as well as a monitored 800 number will absolutely drive traffic.

Of course expenses must be considered based on line item percentage guidelines vs. other expenses to preserve profits. Another common budget tool is to establish a per unit cap based on experienced expenses per unit which range from $250-$500 per car but it can double in certain markets. Pick a basis for your budget, any basis, and stick with it!

Monitor shifts within budget based on results and R.O.I. per investment but never increase the budget without a proper risk to reward consideration and an acceptable projected R.O.I. The days of guessing are over; so be right!

Do all of the above, design an agency fee tied to specific performance under your control and you will have deserved a bonus tied to the total dealership bottom line because you have contributed to it. More importantly, as a valued member of the team your agency relationship with your auto dealer clients and their staff will survive today’s downturn in the economy and the auto industry with its reduced conventional advertising budgets.

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