Professional Community for Car Dealers, Marketing, Advertising and Sales Leaders
It's not a static concept. In other words, one does not simply build the perfect chat solution. There are too many things that change inside and outside of the technology that makes…Continue
As website communication tools go, chat has grown at the fastest rate of adoption on car dealer websites for years. It’s not new, but more dealers are embracing what chat can do for them to engage with people visiting their website.
There are two primary reasons that it wasn’t a fad that died away like so many other website addons over the years. First, it is…Continue
Added by Jeffery Sterns on January 16, 2015 at 1:00am — No Comments
When we look at texting as it pertains to the car business, it's easy to see that the mobile revolution has people letting their fingers do the talking. It's a method of communication that is becoming the primary way for millions of people in North America. How does a dealership translate this trend into lead generation on their website?
We're already seeing…Continue
Added by Jeffery Sterns on December 31, 2014 at 12:58pm — No Comments
2014 was an incredible year for the car business. We saw sales for most brands going up, technological advancements that give even more hope for sales in the future, and shifts in the way that dealers market and sell their cars.
We've also seen something that may be going under the radar. As I've mentioned before, texting is starting to supersede phone calls as…Continue
Added by Jeffery Sterns on December 24, 2014 at 8:30am — No Comments
One of the biggest lessons I learned when working at the dealership was that you can't do the same things on the phone or in chat that you would do when you're talking to a person face-to-face. We often discuss controlling the transaction and leading our customers down the right path, but if they're not in front of you, the control-factor is often limited.
This is why…Continue
Added by Jeffery Sterns on November 16, 2014 at 1:31pm — No Comments
In our blog post about the two ways dealers can increase leads, I talked about the differences between driving more traffic as a strategy versus improving your websites ability to generate leads from the traffic it's already getting. This is on our blog and obviously…Continue
Added by Jeffery Sterns on October 21, 2014 at 10:19pm — No Comments
It's the quiet time. Just about everyone has it. Whether it's late at night when everyone's in bed or early in the morning before everyone wakes up, a good chunk of people do much of their important website surfing when there are fewer distractions of life to prevent them from their task at hand.
Buying a car or getting it serviced are two of those important…Continue
Every day, we hear about how forms on websites are generating fewer leads than they once did. It's a shift that has been happening for the last couple of years, which is surprising because business has been up at most dealerships across North America.
Some say that it's the technology that hasn't truly evolved much that's the culprit, but we know that reason is…Continue
The internet has changed our world. The concept of "business hours" has been turned on its head. People are buying things online at 2 in the morning. They're researching vehicles after the kids are in bed. They're planning out how to drop off their vehicle in your service department and still get to work on time at 4am.
When they have questions, are you there…Continue
In most conversations, people in the automotive industry have a tendency to turn the conversation with the techniques we've been taught - building rapport, qualifying, leading the conversation, listening for hot buttons, etc.
On website chat,…Continue
Website chat is viewed by many dealers to be an alternative method of communication, as it should be. There are some who view it as a lead generation tool and they can look at numbers to show that they're getting more leads, but to truly test their results that must take a closer look.
Properly positioned and managed chat on dealer websites can definitely be…Continue
One of the most disturbing trends we're seeing on dealer websites is when they use chat areas as another contact form. It's true that chat is a way to generate leads, but when collecting contact information is the primary goal, the whole point of chat is missed.
Here are some things that we have found to be true with chat that dealers should keep in mind when…Continue
Added by Jeffery Sterns on July 20, 2014 at 3:19am — No Comments
It’s amazing. And I’ve seen it a hundred times. They don’t realize they’re doing it but they still do it. That’s for sure. I heard a salesman with his chest puffed out (as it should be) reliving the story of a terrific job done with the happy new owner of a car. The salesman DID do a great job. These people were cold to begin with and initially he could barely get…Continue
Is life just happening to you or are you living it on purpose? Does your life and income depend upon the direction of the wind? Is it fate? Or will you…Continue
Now, sometimes during a class or seminar I’m conducting I’ll get asked “Jeff, can’t you just share the secrets to selling? The tricks, shortcuts, or just some really good closes?” The answer is, “Sure.” I’ve done it thousands of times. I’ve even trained competing dealers while I was employed by one of them! I’ve trained literally hundreds of competitors (at factory…Continue
Added by Jeffery Sterns on June 8, 2014 at 2:47am — No Comments
“You have to decide to love it first. Then the reasons to love it will appear.”
— Jeff Sterns
Let me open with this: you have every reason to feel proud of yourself.
First, you are open to looking at yourself and this shows accountability. Second, when you get really good at…Continue
Added by Jeffery Sterns on May 22, 2014 at 10:00am — No Comments
I am a chat vendor so my product is "more swings". But, my passion is selling! Although I want every dealer as a client, it does frustrate me when we make it so much about pricing and quotes.... not SELLING. I am a 27 year retail guy and, I have some opinions! If you'd like to become the victim of my unsolicited advice, take a look at my blogs...God-forbid, you might make some more money.…Continue
Added by Jeffery Sterns on December 1, 2013 at 8:00am — No Comments
As a 26 year retail veteran who has attended God-knows how many conventions, events and factory meetings in many countries, and as a speaker and trainer at my own events with experience in everything from selling the ticket, arranging…Continue