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Forum: Idea Exchange
Topic: Telephone Skills & Internet Business
Topic Posted by: Doug (ddoolin@juno.com )Organization: Lincoln Mercury of Olympia
Date Posted: Mon Aug 2 2:19:43 EDT 1999
Topic Description: I take no ups, only what I generate on the phone and through the Internet. Is there anyone else that would like to share ideas? What can can someone do to improve their telephone skills or the effectiveness of their Internet department/business?
Original Message:
Posted by: Duane Cruz
(dcruz@hinshawsacura.com
)
Organization:Hinshaw's Acura in Fife
Date posted: Mon Aug 2 15:01:12 EDT 1999
Subject: Internet Sales/ Phone Sales/ Ups
Message:
I have been finding that it's often difficult to manage the Internet, take phone calls, and then take ups. I do all three here. My major concern would be "how to sell them over the Internet". How can others not take ups and still be successful on the Internet?
Previous reply
Reply:
Subject: internet
Reply Posted by: Marc Crevling
(sales@pacificcoastford.com
)
Organization: Pacific Coast Ford
Date Posted: Thu Dec 2 19:09:03 EST 1999
Message:
I have found that the quicker the response I give to a incoming e-mail the easier the deal goes. In my experience (the little I have) most customers seem to be impressed with a quick response. I treat my incoming e-mail messages just like phone pops. If I get them a response quickly I can capture there attention and make them feal like they are dealing with a professional. I also will provide them with the info they requested quickly, so they don't go elsewhere to get the same info. With this reply I will also tell them a little about myself and the dealership and ask them a few questions as well and ask them if I csan call them or if they would like to come in. If they e-mail me back and have answered the questions most of the time they will allow me to call them. Once I contact them I handle the rest of the deal no different than any other deal (I GET THEM IN THE DOOR). I find my gross in most cases no different than if they were a fresh up. I do still take ups on the lot and take phone pops as well. I treat the internet customers the same. Afterall they all want the same thing DON'T THEY (A CAR). I think alot a sales people are afraid of internet shoppers for no reason, they buy cars too. If I had any advice at all I would say: handle your internet customers the same way you would handle a customer that has bought 10 cars from you, and make sure you get human contact within 1-2 days. This will allow you to build a relationship with the customer, e-mail messages are nice but it is hard to know someone without at least talking to them.
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