Since Sales Managers have access to every conversation your sales people have, be sure to manage your people on IM. Make sure your dealership’s IM customers are being entered into your CRM/ILM program (ContactAtOnce! supports this integration automatically if so configured). Go over daily, or weekly, the conversations that your sales people have with customers. Instruct your salespeople on how they could have handled a situation differently, or give them advice on how to proceed. Most importantly, make sure your sales people are following up and tracking these customers. The ROI should be fairly high with an IM program based on my experience.
Here are samples of conversations good bad and the ugly:
Transcript A:
[10:19:29 AM]<Salesperson>e Hi, how are you? How may I assist you?
[10:20:08 AM]< Salesperson >hello?
[10:20:46 AM]<Customer>I am trying to locate a Crew Cab Tacoma with a 6ft bed do you have any in stock?
[10:21:13 AM]< Salesperson >yes we do
[10:21:34 AM]<Customer>Is it New and what color is it?
[10:22:05 AM]< Salesperson >We have a couple in stock, what color are you looking for?
[10:22:40 AM]<Customer>White preferably and I’m looking for a 6ft bed not a 5 ft.
[10:23:08 AM]< Salesperson >ok ill have to check and see if we have one in stock
[10:23:20 AM]< Salesperson >would you like me to call you with more details?
[10:23:37 AM]<Customer>ok Thanks you can can me at XXX 598 8881
[10:23:45 AM]<Customer>wait to hear from you
[10:24:01 AM]< Salesperson >ok i will be calling you shortly
[10:24:07 AM]<Customer>bye
Transcript B:
[12:14:56 PM]<Salesperson>Hi, how are you? How may I assist you?
[12:16:17 PM]<Customer>I saw on the television you were offering 0% interest and 60 months, does that go for 2009 Toyota Sequoia’s?
[12:17:06 PM]< Salesperson >yes we have 0% for 60 monthes on the 08 sequoias
[12:17:31 PM]<Customer>Only on new 08 autos
[12:17:59 PM]< Salesperson >Yes, we currently only have 08 Sequoias….we haven’t gotten any 09 models yet.
[12:18:26 PM]< Salesperson >We have great incentives on the 08 models
[12:18:44 PM]<Customer>We have purchased two new Toyota’s there in the past and my wife would want to trade in her 2005 4 Runner, does that still count?
[12:19:21 PM]<Customer>What incentives? I looked at your prices online, logic dictates that their negotiable.
[12:19:36 PM]< Salesperson >Yes sir, the prices are negotiable
[12:19:49 PM]< Salesperson >the incentives are as follows:
[12:20:02 PM]< Salesperson >$3000 rebate
[12:20:17 PM]< Salesperson >or 0% apr for up to 60 monthes
[12:20:19 PM]<Customer>Are the only colors available from what you see online. $3k even with a trade-in?
[12:20:36 PM]< Salesperson >yes sir even with a trade in!
[12:21:02 PM]<Customer>One min, I want to ask about a specific vehicle.
[12:21:09 PM]< Salesperson >sure
[12:24:46 PM]<Customer>Is that $3K off any new 08?
[12:25:50 PM]< Salesperson >any new 08 Sequoia….but we have rebates on every 08 vehicle on the lot
[12:26:10 PM]< Salesperson >the amount depends on what type of vehicle…
[12:27:11 PM]<Customer>Then I would assume that the price is still somewhat negotiable even with $3K rebate and trade-in. I mean ya’ll are asking in the $50K range for them.
[12:27:53 PM]< Salesperson >yes sir…when can you come in and take a look at our inventory?
[12:29:02 PM]<Customer>I might come in this week and is that really you in the pic?
[12:29:25 PM]< Salesperson >yes sir my name is XXXX
[12:29:31 PM]<Customer>I must admit this is a great idea for your website.
[12:29:44 PM]< Salesperson >Thank you sir
[12:29:56 PM]< Salesperson >And your name was?
[12:30:24 PM]<Customer>Ray. Are you a sales rep and do we ask for you?
[12:30:57 PM]< Salesperson >yes please ask for me when you come in…I would be more than happy to help you
[12:31:52 PM]<Customer>Too cool. Fantastic idea, I am impressed. Opens up greater opportunity to increase sales. Hope to see you soon… Ray
[12:32:22 PM]< Salesperson >Ray do you have an email address, where I could send you more information?
[12:33:04 PM]<Customer>XXXX@aol.com
[12:33:40 PM]< Salesperson >Thank you Ray, can you expect a personalized e-brochure on the vehicle from me very shortly….and Ray what was your last name?
[12:33:53 PM]<Customer>Wilson
[12:34:21 PM]<Chelsea Phillips>If you have any other questions you can reach me at XXX
[12:34:40 PM]<Chelsea Phillips>or you can reach me by my cell XXXX
[12:34:46 PM]<Customer>No prob, have a great day and a prosperous New Year.
[12:34:55 PM]< Salesperson >you too Ray!
Here is one where the sales person walked away from the conversation…
Transcript C:
[10:58:41 AM]<salesperson>Hi, how are you? How may I assist you?
[10:59:24 AM]<Customer>im looking for a four door truck do you have any
[10:59:38 AM]< salesperson >yes we do
[11:00:09 AM]<Customer>what years are they
[11:00:24 AM]< salesperson >well are you looking for a used vehicle
[11:00:31 AM]<Customer>yes
[11:00:50 AM]< salesperson >they range from 93 all the way to 2008
[11:01:13 AM]<Customer>2005 and up probaly
[11:01:23 AM]< salesperson >sure
[11:01:37 AM]< salesperson >Im Chelsea by the way
[11:01:51 AM]<Customer>im Danny
[11:02:04 AM]< salesperson >nice meeting you Danny
[11:02:32 AM]<Customer>Im looking for my sister
[11:02:54 AM]< salesperson >your sister?
[11:03:14 AM]<Customer>she wants a full size truck
[11:04:43 AM]<Customer>what are some prices
[11:08:42 AM]<Customer>do you have any specials
[11:08:43 AM]<Customer>hello?
[11:08:44 AM]<Customer>are you there?…
