NetForum - Message Replies

Forum: Idea Exchange

Topic: Internet Manager Position and Internet Sales Departments

Posted by: Randy May (rmay@dickscountrydodge.com )
Organization:Dick's Country Dodge
Date posted: Sat Jun 17 21:58:10 2000
Subject: Best Practices for Internet Customers
Message:
I am looking for different "best practices" for dealing with internet customers. I am in the process of writing out my process map for this department. I am playing with things like email them or call them or both. Give out prices immediately or not. Give retail prices and tell them come in for the internet price or just give them the lowest price that I am going to sell it for not matter what. Do you quote payments and trade figures over the internet or do they have to come in for that? What about "at home delivery". How do you interpet the 72 hour right to rescind rule? I have talked to 3 lawyers and they can not even agree on this one. What positives have any of you found with these and what about any negatives? I guess that is a long enough question.

Subject: Internet Sales
Reply Posted by: Grant Pritchard (The1adgrantage@aol.com )
Organization: Hiatt Pontiac-GMC
Date Posted: Tue Aug 1 9:08:17 2000
Message:
I have known several facilities that deal in the internet sales process. It seems that the only one's that are considered to be somewhat successful at it have one thing in common... They have a very likeable person responding in a very prompt time to their contacts. From here they all differ in the techniques they use. ------------------------------------------------------------------------------------- One that I am aware of does not give any trade figures, payments, interest rates, or any discounted pricing below MSRP. This individual is at a Chevrolet-Subaru facility and is able to draw 14-20 sales a month from quite a distance away. Customers drive past dozens of same type competitors. This person has had no prior automobile sales experience prior to the past 2 years of handling the internet for this facility. People skills such as... voice tone and inflection, word choices, having a game plan, and a genuine care for customer service are a must.----------------------------------------------------------------------------------- Another facility that I am aware of has an individual that was not what most would consider to be an excellent salesperson. This person was an average salesperson working long and hard and selling 10-14 vehicles a month.----------------------------------------------------------------------- This person is now selling a good number of vehicles to internet customers by giving everything over the phone. The customer is coming to the facility for the first time when they take delivery of their new vehicle.-------------------------------------------------------------------------------- They are both happy with their results. The first makes more gross per unit and the second sells more units... Both, have someone that is genuinely nice and committed to the customer's happiness. Both, are organized and operate with a plan.------------------------------------------------------------------------------------------------------------ I have heard a statistic of 'less than 20% of people purchase from the same internet site a second time.' I believe this is because price is one of, if not, the highest factors in their purchasing decision.--------------------------------------------------------------------------- Personally, I am a fan of the first facility's plan of selling the appointment and saving the price, payment, etc. discussion for the facility. The idea is to sell value first and help the customer buy into you and the fact that you have their needs in mind.------------------------------------------------------------------------------------------- I also believe that the types of referrals the first facility receives will be stronger due to the quality of relationship that is established. Price built relationships are are not sincere.---------------------------------------------------------------------------------------------------- As far as the 72 hour thing... I am unaware of anyone from a retail facility that delivers and signs documents to the customers' home.-------------------------------------------------------------------------------------------------------- Good Luck.

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