Don’t disclose sensitive information.
Remember, all conversations are saved.Anything you disclose to a customer is e-mailed to your manager, to the customer, and a hard copy is housed on the IM server. So, I recommend never making rude comments or offering unauthorized information.
IM lingo is generally a bad idea
As you become more familiar with the IM you may pick up on IM Lingo (such as “btw” for “by the way”).You never know exactly who you will be talking to and how much experience they may have with IM, so it’s best to avoid using any abbreviations. Never use emotion references such as the infamous smiley face “:-)”. However, if a customer initiates IM lingo it is safe to reciprocate on a low level.
Whoa, one at a time!
If you are a stacker and used to having more than one up at a time on the lot, don’t try it here!You can only handle one IM at a time.Handling multiple IM’s will cause confusion on your end and frustration on the customers end. If you are a stacker, you will try it anyway, but you will eventually see there is no way to handle two customers asking multiple questions.Just like you can not handle two phone conversations at one time, you can not handle two IM conversations at the same time.
Typically, icon selection is a once-and-done exercise completed with the initial setup. However, some advanced users regularly switch out icons to measure and see which icons provide the best conversion rates. Changing icons could not be easier (Yes, it is possible to change the icons on your website without even having to ask your website provider!) and the following tip explains the basics. More details can be found in the help documentation accessible from the customer portal.
First, the user has to be an administrator on the account to make any changes that will affect the entire site, including icon changes.
Login to the customer portal. http://portal.contactatonce.com
Along the top click on SETTINGS, the along the left side, click on Manage Placements.
You will see the icons that you currently have. At the end of the row on the one you wish to change, click on EDIT.
Look at the box that says Edit Placement. Under presence icon you will see the icon you currently are using.
Click on Choose Icon and the library of available icons/dropins will appear.
Select the new icon you wish to use and click Update to save. The change is immediate.
Note that you can upload your own icon designs if you want. If you choose to do this, upload them first so that your custom icons will appear in the library when you go to select one. You can upload your custom icons from the SETTINGS, Manage Presence Icons menu option.
Switching agent identifies is a very useful feature when one of the following business situations occurs:
When employees switch offices but not computers
When a single computer is shared by multiple users (on the dealership floor, for example)
Let’s look at a scenario 1:
The agents all have the Contact At Once! software installed on their computers. They are all told to switch offices, but will be using the computer that was already in the office rather than moving the one from their previous office.
To change the CAO software to let it know that the person using the software has changed do the following:
Right click on the boomerang in the system tray (lower right near the time).
Select Modify Account
Select Change to a Different Agent Account. Give it a few seconds and the list will be populated with all the agent names that have been provisioned (added) as agents.
Find your name and select it.
Select Assume Agent Identity and SAVE.
The exact same procedure applies to scenario 2 as well.
Please note that this procedure also works well when a new sales person is hired and takes over the computer left by the person that just got fired (I know…that very rarely happens in car dealerships…but just in case….). There is one extra step required, however. The administrator on the account needs to login to the customer portal and provision (add) the new agent before they would show up in the list of agent identities.
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?…
IM/chat is the perfect tool for quick customer questions or exchanges of information, and isn’t meant to replace face-to-face meetings.A customer contacting you through the IM is a prospect.As a sales person your job is to assist the customer with their questions while attempting to gather the prospect’s information. There is no reason to carry on a conversation and give up all the information if you do not have a valid name and number, or e-mail address.The IM is just like a phone prospect, and needs to be handled the same way.
Always start out a conversation by introducing yourself, and asking how you may be of assistance.I found it easier to get prospect information during the introduction.Always immediately ask, “And what is your name?”Usually customers will at least give you their first name up front, and this breaks the ice a little by making the conversation a little more personal to the customer.
As a common courtesy to other sales people it is always nice to ask the customer if they have been to the dealership before, and if they are currently working with someone. I have seen it happen before, when a customer leaves the dealership and goes online, gets on the IM and another sales person makes an appointment with the same customer.It is up to you how honest you want to be.
Usually the customer will want to know three things.
Is this vehicle still available?Always reply with excitement, with a big YES!As a matter of fact I know this vehicle quite well. In fact, CARFAX guarantees it as a one-owner vehicle.What type of questions do you have for me today?Try to indicate in some manner that you are somewhat familiar with the vehicle.As a side note, if you do not know your inventory, then you should not be using IM.
The second most commonly asked question is usually something regarding the equipment on the vehicle.Again, it pays to know your inventory.A good technique, however (although I already stated you need to know your inventory), is to play a little dumb in order to get their information.For example, if a customer asks if a particular truck has running boards, tell them that you will have to check and see for yourself.Let them know that it may take a several minutes.Then ask the customer what is the best way to reach them with the information, by phone, or e-mail?The customer will either give you the information, or ask if they can hold.You want to provide information; however, once you have answered all the customers’ questions they have no reason to give up their information.You have to get the info before you answer all their questions completely.
The third most frequently asked question is what is your best price, or something to do with price.The price objection is easy to overcome.Either you will have access to pricing or not depending on your level at your dealership.Either way the price question is the easiest way to gather the customer’s information.First, say no problem, I can get you the best price.However, I have to get with my manager.What is the best way for me to contact you with price, by phone or e-mail? If the customer does not want to give you their information and say they will hold, simply tell them that is fine, I can still get you the price.Then explain to the customer you can only give a price to a customer by e-mail, or phone.Nine times out of ten you will be able to get the information.If a customer does not want to share their information, you have nothing anyway.
If you find the topic at hand requires a more thorough conversation, then simply use IM to indicate that you’ll follow up with a call or e-mail.You can not make a car deal over IM; you need the customer sitting in front of you.
We learned quickly not to give too much information or you get no name and number and they say “ok thanks” and hang up. We give enough information for them to realize this is a real person at the dealership and not someone in India answering. Soon into the conversation we hit them with “My name is Dave and you are?” Once you begin using their name it is simple to ask for the number because you have earned the right to do so. Asking for information too quickly defeats the whole advantage to the customer because they want a level of anonymity until they are sure they want to deal with you.
When the customers come in to the dealership they are excited to meet us because they feel like they are comfortable with us and they have seen our picture and now they see that we really are the person they were chatting with. We have never had such a great response with a product so inexpensive to use.
The following is a transcript of the welcome video:
Hi - I am John Hanger, president and CEO of ContactAtOnce!, and I would like to Welcome you to the ContactAtOnce! tips and techniques blog.
The state of automotive retail is a little like the weather in Atlanta here today – overcast. The downturn is accelerating the shift of marketing and advertising to the Internet and your ability to succeed in this new era will depend upon the effective use of new technologies including live chat.
The goal of this blog is to facilitate the sharing of tips, techniques, and best practices amongst those in the ContactAtOnce! user community , with the ultimate goal of helping you sell more cars through the effective use of chat.
As with any “community”, this one will only be as vibrant as its citizens. You can and should post comments to posts that you read. This is not a one-way communications medium – rather it is built to facilitate discussions. By adding comments you will generate discussion and enhance the overall value derived from an individual post.
If you have a tip, technique, or best practice to contribute, you can actually start a discussion thread of your own. To do so, simply write the post then send it, along with a brief bio about yourself, to “tntblog at contactatonce.com”.
I encourage you to subscribe to this blog, either via RSS or email, so that you will be able to follow the posts and comments regularly and in the easiest way possible. Just use the icons in the upper right to do so now.
On behalf of the entire ContactAtOnce! team I want to thank you for your interest and participation in this blog community – our sincere hope is that you derive tremendous value from it and enjoy participating in it.
