4 lead follow up fails and how to prevent them
TRANSCRIPT
Copyright 2007 - 2013 All Rights Reserved.
4 Lead Follow Up Fails & How to Avoid Them
Todd SmithCEO of ActivEngage
Copyright 2007 - 2013 All Rights Reserved.
Agenda
What Consumers Expect from You
The Top 4 Follow Up Fails
Effective Follow Up Methods
Exceed Expectations
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Consumer Expectations
Quick
Response
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Consumer Expectations
Answer
My
Questions
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Consumer Expectations
Incentive to Buy From You
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Consumer Expectations
Customer
Service
101
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The TEST
53 dealers around the US
Test Chats
Lead Form Submissions
Follow up Emails Reviewed
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Winging It…
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Hire a Communications Intern
Draft Templates
CRM & Marketing
Analyze Results
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Train and Retrain Your Team
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No Value Provided
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Personalize Responses
Hi Todd,
I hope you are having a great day! I see that you are interested in a 2008 Dodge Challenger. What a great car!
Did you know this Challenger comes with a V8 HEMI engine and Dodge’s Uconnect technology?
I have pulled the CarFax report for this vehicle and would love to review it with you when you have a moment. Does a call today at 11:00 AM or 4:00 PM work for you?
Thanks so much again,
Full Signature
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Irrelevant Content
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Not all Leads are the Same
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STOP! And Follow These Steps…
Read Chat Transcript/Le
ad Notes
Think before You
Type/Speak
Triple check for any
personalization
Re-read response
Relevancy is key to winning the deal!
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Relevant Content
Hey Todd,
Thank you for your inquiry about the 2005 Mazda CR-X 5. As you requested, I have attached some pictures of the CR-X for your review.
This vehicle is in excellent shape. We also have a few holiday perks at our store such as a free gas card for taking a test drive, and $200 gift cards if you purchase.
Would you like to stop in today or Friday to see the vehicle in person and receive your free gas card?
Thank you for your interest in (dealer name)!
Full Signature
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(Insert Dealer Name)
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Know Your CRM
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Test One Component at a Time
Images
Subject Line
Personalization
Mobile LayoutSpecial Offers
CTAsLinks
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Be Different
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Consumer Expectations
Consumer Expects: You Deliver:
Quick Response
Answer My Questions
Incentive to Buy from You
Customer Service 101
Quality Response
Read Lead InformationProvide Info Looking For
Relevant Competitive Advantages
Take off Your Sales Hat
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Thank You!
For more effective lead follow up tips, go to www.activengage.com/leadfollowup
Todd SmithCEO and Co-founderActivEngage.com
[email protected](321) 441-7700