The new battleground for attracting customers relies on the ability of Sales Consultants, BDC Specialists and Internet/Digital Sales Managers to quickly form a relationship online or on the telephone, effectively reply to their e-mail or sales call and have customers wanting to visit your dealership as a result.

Over half of all customers will e-mail, live chat or call a dealership before actually visiting it. This is not only a convenient way to shop, but allows customers to make a decision as to which dealership to visit based on the following criteria:

1. Did the dealership respond quickly?
2. Did the dealership answer all of my questions? (even the difficult ones such as, “How much is my car worth?”)
3. Was the tone of the e-mail response inviting, patient, enthusiastic and helpful?

This workshop is designed to not only provide participants with proven methods of replying to e-leads. Live chat and sales calls (and significantly improving conversion ratios!), but also establishes an E-Lead Sales Process.

• What people (really) want when they e-mail, live chat, phone the dealership
• Establishing an E-Lead mindset
• Establishing an E-Lead Sales Process (Digital Purchase Experience)
• How to formulate a Speed Reply
• How to create Hello videos
• How to formulate a CONTENT Reply
• The 6 CRITICAL elements of a Content Reply
• How to effectively respond to the 5 types of e-leads and sales calls:
  1. Vehicle Availability (“Do you have the new… ?”)
  2. Further Pricing Information (”What would be the price and payment for a… ?”)
  3. Further Details (advertisement, vehicle information, leasing, etc.)
  4. Trade-In Value (“What’s my car worth?”)
  5. Best Price Request or Quotation (“What’s your best price?”)
• Creating a Resource Folder
• How to effectively follow-up E-Lead customers (how often?, how long?, what content?)