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 Department
Reply Posted by: Katrina Souder (Cargirl5@hotmail.com )
Organization: Younker Nissan
Date Posted: Sat Dec 30 21:06:45 2000
Message:
I have been in the car business for almost 3 years, and an Internet Manager since November '99. Prior to that I was a Financial Planner and had a Stock Broker's license. There is no 72 hour right to rescind rule in any car sales transaction (at least here in Washington State...I think it's the same in most other states too) unless you solicit your customer at their home and sign all of the paperwork there. It does apply, however, in stocks and mututal fund transactions and is called a "Cooling Off Period." Some internet lead services, such as Autobytel do offer this as part of their service on used cars as sort of a "guarantee." As for Internet Customers, call and email them immediately. They expect to be contacted within 24 hours. Anything after that is a waste of your time. If you don't contact them quickly, someone else will. About prices, on new cars I give them a range (say 3% to 6% over invoice) and tell them that the final price depends on when they buy. That is because prices vary depending on availability, demand, dealer incentives, and current inventory. If they pin me down and want an exact price, I always give it to them, but qualify it by saying it is subject to change. On used cars, give them the retail and then the "non-negotiable" internet price. Never give a trade number over the phone. They would never buy a used car over the phone sight unseen, why should they expect you to. I don't offer home delivery. Mostly because I don't feel comfortable going to someone's house. But, also because I am incredibly busy and don't have time for this. I have sold cars for almost 3 years now, and have been an Internet Manager since November 1999. Internet customers are not for everyone. They are a different breed, and need to be handled differently than the typical "up." Don't B.S. them and try any phony song and dance. This will turn them off because 99% of them are buying this way to avoid the typical "Car Salesman" and typical high-pressure hassle usually associated with buying a car. Just be honest, informative, reply timely, and make the transaction quick and hassle-free. Show genuine concern for their needs and you will win them over--even if your price is a little higher than the guy down the street.

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