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Forum: Idea Exchange
Topic: Internet Manager Position and Internet Sales Departments
Topic Posted by: Randy May (rmay@dickscountrydodge.com )Organization: Dick's Country Dodge
Date Posted: Sat Jun 17 15:02:53 2000
Topic Description: Ideas and discussions on the sales processes for the Internet Sales Manager and Internet Sales Department.
Original Message:
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.
Previous reply
Reply:
Michael Hargrove
Subject: Internet
Reply Posted by: (mhargrove@bluinc.com
)
Organization: My Success Company
Date Posted: Sun Jan 12 9:39:54 2003
Message:
Okay, my turn.
Most of our clients with dedicated Internet departments DO quote prices, payments, trade estimates, etc. over the Net. Almost all of them explain, however, that "best figures" are time & availability sensitive. Some do what Steve advocates and only talk in generalities until the customer actually comes in to the store with mixed results. Most of the dealers I've been exposed to (with the different approaches) have met with the results Steve has shared with you. Yes, some do offer Internet only pricing but that's the exception rather than the rule.
Many have gone to an autoresponder to at least deliver an immediate e-mail response. In this message, they simply thank the visitor for their interest, and lay out for them the kind of service and time frame for that service they can expect. Many also get beeped whenever an inquiry comes in, so they can deliver a second personalized response within a few minutes. The "one to three hour" rule is ancient history, Randy. If we can get back to the customer before they've even left our site, we leave them with a pretty good impression, don't we? Remember, the vast majority of people using the Internet to purchase their vehicles are simply looking to avoid the typical dealership experience. Anything we can do to let them know that they will accomplish this with us will go a long way.
As far as the 72 hour right to rescind law goes, it should depend on which state you actually register the car in and what their laws are. When in doubt, which we should never be, we should assume that it is in effect.
As always, good luck and good selling, Randy!
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