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| Calling a customer when they are still at the computer, perhaps even searching a competitor’s website, is the time that you want to contact them. Nothing shows “on the ball” and ready to “earn their business” better than an immediate call. |
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| Be prepared with responses to each type of lead. If their request is regarding a specific new or used vehicle, know whether it is currently available according to the computer but note to them that you would like to “put your hands on it” before they drive out. Also, be prepared with alternative vehicle choices that are similar. |
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| For new cars that were built with or without a list of options, there are two distinct methods, depending on the preference of the internet department. |
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| Method one is to have a series of questions ready to gather information. Tell them that for accuracy of a quote you need as much information about what is a need, a desire, and other options or colors that can be added or removed. The looser they are with their specifications, the easier it will be to find them something in stock. |
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| Method two is to be prepared with a minimum quote of the cheapest configuration that meets their needs. With this method, you want as little information as possible about their needs. Quote them on what is available (in stock, through ordering, or on a dealer locate) and set the appointment from there. |
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| Tools such as Virtual Dealer Inventory can help people configure vehicles without the knowledge that the vehicle may not be immediately available. Most customers aren’t aware of how easy and fast dealer locating and even ordering can be. |
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| One way or another, leave them by saying you’ll get the information they need and call them back. Then, get the information and call them back promptly. This immediate method of phone contact will increase the number of leads that convert to appointments. |
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| Dealers such as Shreveport Honda Dealers and Temple Ford Dealers have proven that quick response and proper lead management yields better sales for their dealership. |
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