follow up
DESCRIPTION
Mystery Shopping resultsTRANSCRIPT
Mercedes Benz
KEY INDUSTRY FINDINGSThe latest data suggests:
•the average number of follow-ups received has gone from 2.0 to 3.1 over the four-year period from 2005 to 2008.
•Dealers do not respond, by email or phone, to one in four shoppers submitting leads.
•Dealerships call less than half of the Internet leads they receive, responding to the remainder in email alone.
•If a shopper asks for the price of a new vehicle, they will be given this information less than twenty-five percent of the time.
•Only 13% or responding dealerships provide the shopper with information about the benefits of their particular brand or vehicle.
Specific Results for Mercedes Benz of Ft. Washington and West Chester(examples excluding auto-responders)
Mystery Shopper:#[email protected]
Auto-response Mercedes Benz of West Chester 10/05/10
YourMercedes.comWest Chester [email protected] Travis Richter,
Thank you for your interest. We appreciate your interest and look forward to speaking with you.
We will contact you soon if you have provided contact information.
In the meantime, please feel free to contact us if we can be of assistance.Regards,Amanda [email protected]: 484-313-1100Links: | View Our Other Vehicles
To Date no other responses have come in from West Chester for the prospect. In the meantime I have received the following:
Mercedes Benz Of Wilmington
Dear Thank you for your inquiry and for considering Mercedes-Benz of Wilmington. This is an automated reply to let you know that your request has been successfully submitted. A dedicated Internet Sales Representative will be contacting you via email and/or phone shortly to review your request with you. At Mercedes-Benz of Wilmington, we are committed to your complete and total satisfaction from selection to price to service. We're very happy to have this opportunity to assist you. Click here to view our new models or Certified Pre-owned inventory. FOR IMMEDIATE ASSISTANCE PLEASE CONTACT US DIRECTLY AT: 888-469-9276 Sincerely, The Business Development TeamMercedes-Benz of Wilmington888-469-9276
www.mbofwilmington.com
Wilmington2nd Response
Dear Travis, My name is EJ Willard, Internet Director with Mercedes-Benz of Wilmington. I have received your vehicle request and it's my goal to ensure you are completely satisfied by providing you with the very best automotive buying experience ever. I am in the process of finding the vehicle you want. Some clarifying questions that will help me find what you are looking for: 1. Are there any colors that you would not consider?2. Is a test drive important to you?3. Are you a current Mercedes-Benz customer? The transaction price could be lower if you are coming out of a lease vehicle, a member of USAA, or work for certain companies. I understand your time is valuable. If I don't hear from you shortly, that's okay. I may have to make a couple of assumptions about what you want, but I will still get you a quote with in our 4 business-hour commitment. Thanks for accepting my e-mail, EJ WillardInternet [email protected]
Wilmington 3rd Response
Dear Travis, Having worked with quite a few customers, like yourself, that have chosen to use that Internet to initiate contact with our dealership, I realize that time is extremely valuable to you. In order to maximize your time and ensure that I have sent you that correct infomation that will give you want you want and help you make an educated decision, I am inviting you to speak with me directly. I am most readily available at the dealership by calling 302-351-3388. Although we will communicate using email, our most satisfied customers are the ones we speak to directly as early as possible in the research process. The benefit of speaking directly to me is that it helps us both to avoid any confusion as you determine the specific vehicle you want to own. Thank you in advance for speaking with me. Also, please let me know if there is a different phone number you would like me to use and the time of the day that is best to call. I truly believe you will find that it is a few moments of your time well spent. Respectfully, Amanda MillereCommerces Specialist. Mercedes Benz of Wilmington3801 Lancaster Avenue, 19805302-351-3388 Local888-469-9276 Toll [email protected]
Wilmington4th Response
Dear Tavis, I know your time is valuable so I'll just take a minute. My name is Steve St.Clair and I am the Sales Manager at Mercedes-Benz of Wilmington.
Thank you for your interest in our vehicle. Are you still looking to purchase or lease a <<Vehicle >>If so, I want to offer you my personal attention to make your goal a reality. Due to our commitment to Mercedes-Benz and Mercedes-Benz of Wilmington to increase sales this month, we are extremely motivated to make you an offer that under normal circumstances would not be considered.
Please call me at 302-995-2211. I will personally work with you on the purchase of the vehicle you decide you want to own.
Thank you for the opportunity. I look foward to your call. Respectfully, Steve St.ClairSales ManagerMercedes-Benz of Wilmington3801 Lancaster PikeWilmington, DE 19805302-995-2211 Local888-469-9276 Toll [email protected]
Mercedes Benz Cherry Hill
Hi Travis-
Thank you for considering Mercedes Benz of Cherry Hill for your new Mercedes. We are pleased to help you discover the engineering, craftsmanship, and legendary spirit of one of the world's most prestigious automakers. In fact, over 70% of all Mercedes vehicles sold over the last 50 years are still on the road today! What that means to you is peace of mind knowing you have chosen one of the world's best car companies.
Here at Mercedes Benz of Cherry Hill we know that purchasing a Mercedes is much more than simply buying a car. It is a journey that begins with finding the right center to assist you in your purchase. That is why we are committed to finding you the right vehicle at the absolute right price.
Right now we are compiling the information you requested and will be in touch with you very soon. In the meantime, please feel free to call me directly at (856) 324-6003, explore our Web site at www.chmb.com or come and visit us and get to know firsthand the thrill of being behind the wheel of your new Mercedes Benz!
Once again, thank you for your interest. We look forward to making your Mercedes Benz dreams a reality.Courtney SantoreInternet Sales Consultant
Mercedes Benz of Cherry Hill2151 Route 70 WestCherry Hill, NJ 08002856-663-3200www.chmb.com
EuroMotorCars
Hi Travis, You were recently on the internet and expressed an interest in a new Mercedes-Benz. I’ll be happy to provide you with all the needed information including pricing and payments of the Mercedes E Class; however, I do need a little bit more information in order to prepare your quote.
If you are interested in LEASING or FINANCING I would need to know the following information in order to quote a payment: · In doing research, do you know the equipment level you’d like for your next car? · What Lease Term or Finance Term: 12 months / 24 months / 36 months / 48 months / 60 months or 72 months. · How much money down? · If leasing, miles per year that you drive: 10,000 miles / 12,000 miles / 15,000 miles / 18,000 miles. · So that I can have the proper State Sales Tax included in your payment, where the car will be registered-will it be in PA, NJ or DE?
Thank you for your inquiry, you can call me at 610-687-1500 or just respond to this email: I look forward to working with you.
Sincerely, ROBB TAGLIERIInternet SalesEuroMotorcars Mercedes-Benz Devon(610) 687-1500 Some of the things offered through EuroMotorcars are Complimentary Valet Pick Up and Delivery for you, Complimentary Loaner Car Program, Complimentary Car Wash for your new car - Roadside Assistance, Trip Interruption and we'll come to you to delivery you your new car.
Summary for responses to [email protected]
MB of West Chester:1 Auto-responder
MB of Cherry Hill1 Auto-responder / Template
EuroMotorCars1 Auto-responder
MB of Wilmington1 Auto-responder, 1 Personal, 2 templates
Mystery Shopper: #[email protected]
Mercedes-Benz of West Chester 10/05/10 West Chester PA 484-313-1100 [email protected] 2011 Mercedes-Benz C-Class C350 9 Stock # BR138100 View Presentation Dear Customer, Thank you for your interest in our Vehicle . We appreciate your interest and look forward to speaking with you. We will contact you soon if you have provided contact information. In the
meantime, please feel free to contact us if we can be of assistance. Links: | View Presentation | View Our Other Vehicles
West Chester Auto-response
Mystery Shopper: [email protected]
Hello Andrew Madison,
Regarding your recent internet inquiry on the Mercedes Benz C-350W. I wanted to follow up and see how I can be of assistance. Please call or email me any questions or let me know if you would like to set up an appointment.
Sincerely, Roland Schwagerl New & Pre-Owned Sales ConsultantMercedes Benz of West Chester484-313-1035 www.mbofwestchester.com
West Chester 1st response 10/06/10
Response 2 WCReceived 3 days after auto responder
During the same time period I received:
West Chester 3th Response
Are You Still Interested?
10/20/10Reply ▼ Schwagerl, Roland To Madison, Andrew
Andrew,Unfortunately we haven't managed to connect regarding your online inquiry.
Do you still have an interest in the Mercedes Benz C-Class?
If you would like inventory updates because your need isn't immediate, simply reply with your anticipated timeframe so I know when to contact you.My direct phone number is 484-313-1035.
Best regards,Roland SchwagerlInternet ConsultantMercedes Benz of West Chester1260 Wilmington PikeWest Chester, PA 19382484-313-1100 ext 5123www.mbofwestchester.com
West Chester 4th Response
October 27, 2010 Hello Andrew Madison:
A few days ago you sent in an Internet inquiry about a Mercedes-Benz C-Class. I want to assist you in your goal of getting a new vehicle. I have been attempting to schedule an appointment for you to come to Mercedes Benz of West Chester to test drive the vehicle of your choice. I realize that Internet savvy customers like yourself, tend to do their research and data gathering before they make a purchasing decision. I want to provide you with all the information you are seeking. Please contact me at 484-313-1035 or send me a number and time where I can reach you. You can also browse our inventory online at www.mbofwc.com You can also find vehicle specials and service coupons on our website.
I look forward to hearing from you. Sincerely,Roland SchwagerlMercedes Benz of West Chester484-313-1035 www.mbofwc.com
Mystery Shopper: [email protected]
Mercedes-Benz of Fort Washington Fort Washington PA 215-646-7700 [email protected] 2011 Mercedes-Benz C-Class C350 4dr Sdn 3.5L Sport RWD Stock # BR137073 View Presentation Dear Customer, Thank you for your interest in our Vehicle . We appreciate your interest and look forward to speaking with you. We will contact you soon if you have provided contact information. In the
meantime, please feel free to contact us if we can be of assistance. Links: | View Presentation | View Our Other Vehicles
Fort Washington 1st response
EuroMotorCars1st Response to Andrew.Madison
Hi Andrew, Thank you for your request on the Mercedes C350. I am hoping that we might be able to set up an appt to test drive the C350 and the C300 4Matic sedans. Wonderful driving vehicle and a perfect opposition the the BMW 3 series. As an AWD vehicle it is absolutely wonderful in inclimate weather and as a C350 it has superb handling characteristics. I do have a leftover 2010 C350 here available if you might be interested in seeing and driving both cars.
Please advise me as to the best date to do so. Robb Taglieri @ EuroMotorcars
Summary for Mystery Shopper #2
MB of West Chester:2 Auto-responder 1 Personal 1 Template
MB of Fort Washington1 Auto responder
EuroMotorCars1 personal
Excerpted from the most recent Cobalt Data: “MATCHING THE CONSUMER’S PURCHASE TIMELINE”
The "traditional" dealership sales process assumes the prospect will remain "in market" for approximately 3 days. Studies reflects that a high number of dealerships are pushing prospects through a process built around customer contact for a period of 72 hours with no plan or intention to follow up longer. The dealership assumes that the prospect is out of market and gives up well before the prospect completes their purchase process. The 2008 J.D. Power and Associates New Autoshopper.com Study found that on average AUIs (Automotive Internet Users) report that they first decide to buy a new vehicle 15.4 weeks before they actually purchase one. Three weeks later (90 days out) they begin using the Internet to find information, which is approximately 12. 4 weeks prior to purchase. By the time they have narrowed their vehicle selection down to one vehicle they are typically 5 weeks away from purchase. This information is key to both understanding the best time to target and market to Internet shoppers and to understanding that shoppers may be in-market for different periods of time.
Grey are New car leads converting. Blue are Used car leads.
Mystery shopper #[email protected]
Fort Washington2011 Mercedes-Benz E-Class - Mercedes-Benz of Fort Washington10/27/10To [email protected] of Fort WashingtonFort Washington [email protected] Mercedes-Benz E-Class E350 4MATICStock # BA264127 View Presentation
Dear Customer, Thank you for your interest in our Vehicle . We appreciate your interest and look forward to speaking with you. We will contact you soon if you have provided contact information. In the meantime, please feel free to contact us if we can be of assistance.
No follow up since this auto responder.
Mystery shopper #[email protected]
West Chester
This lead was sent on yourmercedes.com and was routed to West chester
Confirmation : GetQuote - YourMercedes.com10/30/10 Auto-Notif ication@ebi [email protected]
To [email protected] Chester [email protected] claire stanley,Thank you for your interest. We appreciate your interest and look forward to speaking with you. We will contact you soon if you have provided contact information. In the meantime, please feel free to contact us if we can be of assistance.Regards,Amanda [email protected]://www.yourmercedes.comLocal: 484-313-1100
Mystery shopper #[email protected]
West Chester
- Mercedes-Benz of West Chester 10/27/10From:"[email protected]" <[email protected]>Add to ContactsTo: [email protected] of West ChesterWest Chester [email protected]
LEASE A 2011 ML350 4MATICLEASE A 2011 ML350 4MATIC STARTING AT $529 A MONTH FOR 36 MONTHS!!View SpecialDear Customer, Thank you for your interest in our Vehicle . We appreciate your interest and look forward to speaking with you. We will contact you soon if you have provided contact information. In the meantime, please feel free to contact us if we can be of assistance.
No follow up since auto-response.
Mystery shopper #[email protected]
Fort Washington
- Mercedes-Benz of Fort Washington 10/30/10 From: [email protected] To: [email protected] of Fort WashingtonFort Washington PA [email protected] DEAL: E350 4MATIC!LEASE A 2011 E350 4MATIC STARTINGAT $669 A MONTH FOR 36 MONTHS!View SpecialDear Customer, Thank you for your interest in our Vehicle . We appreciate your interest and look forward to speaking with you. We will contact you soon if you have provided contact information. In the meantime, please feel free to contact us if we can be of assistance.Links: View Special | View Our Other Specials