As many Internet Sales Professionals would agree, the new popularity of videos as follow up does not ensure car deals by themselves however as an integral step in a strong follow up process they can be highly effective. Above is a video message I made for my team as a 'Managers Message' and it it attached to an email that goes out on the third day after an Internet request has been received. Although the views don't reflect the real reach the response the email gets in reply's and in texts is great. Just like when working with a customer in the showroom sometimes having a Manager to speak to can be the assistance needed to assure the customer that they aren't making a mistake and doing business with the right folks. In the video I offer our guests the ability to reach out to me direct by calling, texting or replying to the email and it works, by allowing our customers the options that best work for their communication comfort we show that we are indeed here for them. Its not the best quality or produced but its gets the point across and was easy to make, as a manager could your process benefit from more of your direct involvement? Let me know your thoughts in the comment section, I look forward to your point of view!
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For some time now I have dabbled with texting customers who requested information online and although the response has always been great I have had my concerns about having my cell phone number and the numbers of my staff being so available and some what unprotected. I avidly follow the work of awesome car folks like Elise Kephart, Robert Weisman and BDC trainer Sean Bradley and I agree with the value of texting in addition to phone calls and emails because it does allow our customer to choose the method of contact that THEY feel comfortable with and I know many folks don’t mind freely giving out their cell numbers but all that still couldn’t overcome my privacy concerns. Two weeks ago my fears were realized when a customer who had engaged in a lengthy text conversation with one of my BDC staff actually asked her what she looked like and what she was wearing as she was texting him! I went ballistic and all texting came to a grinding halt! I know many CRM platforms have a texting feature within them as does the one we use however the additional cost has not been something our GM has allowed me to incur so for a short time it looked like the great results we were seeing from texts were going to vanish. As a long time Google+ user I had seen a few references to Google Voice over the past couple of years and it occurred to me to look deeper into it as a solution to the texting concerns. I was amazed at how quickly I was able to set it up and kind of mentally kicked myself for not looking into it sooner. In no time at all I had set up numbers for the whole staff and we are back in action! Phone call, email and follow up with a text; the results are simply incredible and more importantly my staff can rest easy knowing that if another creeper decides to act stupid at least he, or she, wont have anyone’s actual number and when we put an end to the conversation it will be an end! I may be late coming to the party with this but I wanted to share it with everyone because I know I am not the only one who values the privacy of his staff even in the efforts of trying to make every deal possible! If you aren’t texting already you should be, and I highly recommend using a Google Voice number to do it! Have an awesome day, Sell Something! |
Mike theCarGuy
Hey there, I'm Mike theCarGuy and here are some of my thoughts about cars, the car business and sales! Take a look around, maybe you will learn something or at the very least find your self smiling, and if you do... leave me a comment so I know I at least did something right! Thanks for stoppin by...
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March 2024
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