dealer chat presentation
DESCRIPTION
Recent dealer chat webinar presentation for DealersEdge covering how to leverage live chat at your dealership to actively engage and sell more dealership website shoppers. Car chat is fast becoming the best way to connect with shoppers while they are on your website.TRANSCRIPT
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ⓒ 2010 ActivEngage Inc. All Rights Reserved.
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Are You Chatting???Are You Chatting???
How to use Live Chat to turn dealership website visitors into actively engaged showroom buyers
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The ShiftThe Shift
Informational to Conversational
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Why Chat?Why Chat?
Solves a Problem 5,000 Unique Visitors 150 Leads 4,850 Missed Opportunities
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Why Chat?Why Chat?
4,850 Missed Opportunities
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Simple MathSimple Math
Total Visitor Count Minus Out Leads Generated From Your Site Take Anonymous Visitor Total Multiply 3% (.03) Take The Number of Chat Multiply 10% (.10) Increase Sales
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Webinar AgendaWebinar Agenda
Connecting with Site Visitors Modifying your Sales System Increasing your Site Conversion
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Connecting With Site Connecting With Site VisitorsVisitors
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Connecting With Site Connecting With Site VisitorsVisitors Passive Engagement Proactive Engagement Personalized Proactive Engagement
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Connecting With Site Connecting With Site VisitorsVisitors Right Messaging Right Time
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Connecting With Site Connecting With Site VisitorsVisitors 5 Second Rule
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Connecting With Site Connecting With Site VisitorsVisitors
Minutes
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Connecting With Site Connecting With Site VisitorsVisitors I don’t mean to interrupt Would you like assistance with that We have additional information on that vehicle if you
would like it Are you looking for new or pre-owned
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Connecting With Site Connecting With Site VisitorsVisitors High Probability Pages Prospect Alert System
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Connecting With Site Connecting With Site VisitorsVisitors Fixing Holes in Your Site Process
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Modify Your Sales SystemModify Your Sales System
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Modify Your Sales SystemModify Your Sales System
Dedicated Staff Active Listening
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Modify Your Sales SystemModify Your Sales System
Steering the conversation Two Option Sales Approach
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Shopper QuestionsShopper Questions
Availability Pricing Questions Rebates & Incentive Information Service Related Conversations
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Modify Your Sales SystemModify Your Sales System
Transition from Chat to Phone
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Increase Your Site Increase Your Site ConversionConversion
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Increase Your Site Increase Your Site ConversionConversion Repeat Site Visitors Trend Spotting with Chat Chat to Sales Metrics
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Four Step Conversion Four Step Conversion ProcessProcess Establish Rapport Steer the Conversation Give options Provide Information
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Management OversightManagement Oversight
Chat Reviews Process Improvements Real-Time Chat Monitoring with Whisper Conversational Adjustment
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Trend Spotting in Chat Trend Spotting in Chat SessionsSessions Keywords Click Paths GEO-IP
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Real-Time Shopper DataReal-Time Shopper Data
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Live Demonstration
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Chat to Sales MetricsChat to Sales Metrics
2-4% Website Visitors Engage in a Conversation 75%-90% 3 Point Data Capture
Full Name Email Phone
Extended Data Product of Interest Trade Information Appointment Set
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Processing DataProcessing Data
Real Time Data Capture Process and Act
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Prospect Next StepProspect Next Step
Chat to Email Chat to Phone Chat to Appointment
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Service / PartsService / Parts
Book Service Online Provide Service / Parts Information Improved CSI
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Typical Dealership Typical Dealership BreakdownBreakdown 3000 Unique Visitors 30-50 Leads Per Month 2950 Anonymous Opportunities 85-115 Chat Per Month 3%-4% 72-96 Additional Leads 80%
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Case Study - Robert Case Study - Robert ManriqueManrique
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3 Questions 3 Questions
How long have you been using Chat at Warren Henry? What key benefits does Chat delivery for your stores? How do you work the lead once a Chat conversation is
sent to your CRM?
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The FutureThe Future
Mobile Phone Chat
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The FutureThe Future
Combining Chat with Video
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DMS IntegrationDMS Integration
Real Time One to One Experience Advanced ROI Reporting
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QuestionQuestion
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Todd [email protected]