Winning the Sale from the Very First Response

Winning the Sale from the Very First Response


welcome and going on sale from fairy first response nine can all gear maddie k_-seven aristide presented by dealer on fred security working website
development best-known fax it best-in-class tasks and org sites patsy top-rated website
attraction sixty thousand anton custer winners of the spring two thousand
digital website excellence awards johannes committed conversion optimization and customer
service attribute calmly company in the industry offer elite anti-crime straight lead antique so extra using tanks delete
immediate extract dot com and case searches we’re very pleased our present is crescent epstein underneath dot com
an upward and training and consulting company that specializes in automatic
internet sales he sees digital marketing and social media west
focused on increasing delays sales and profits notably tina i’m out
of the studied bass any company with alas five years in a row in the dealer’s
choice supports by until a monthly magazine date twenty years extensive if retail
experience and also cut and it for interact dot com killer factory and joint-venture that provides internet
needs to fort at home twenty lacs davidson active straight men c_n_n_’s including an a_t_a_ conventions sis smart digital teleconferences are manufactured
chain conferences as well as numerous twenty chris he can be reached dated epstein another
kid dot com now tax-cuts questions which are located on the
corner of your screen submit them interpretations or answer those
questions channel interests ad tickets your spy where finite don’t forget link to download a copy the
recording later today for your reference and feel
free to share friends and colleagues yes but archive gets are offering up eight for on lucky attendee it’s d automatic training workshop and dash days of intent sales training company in the case on
that topic kirklees gets up five hundred dollar back all you have to take state c and answer a simple question towards
the end of today’s presentation first underpriced will be many response in prize today also at eclipse states that and i can receive short
survey filling as we’re always looking for some clarity
feedbacks audience there were also randomly select someone
paris from all of the completed surveys she gets into coleslaw capture telex let’s let out many sale from the very
first response harriet today i’m doing great early on in coming to
you live from lexington kentucky downtown training minimum really kobe here because all i hear that
the uh… on the webinar started in how good the dealer on one of the night dogs
realized it would be part of the and i hope to be able to pull and build that
indication for the people who are in the in that catch pasteurization underpasses so quest unit those people for china estates right
around that night great some financing in washington expects have passed for ticket like i
said really are priest instead question features becomes in texas questions after formal presentation absolutely yes myself cast cited shooting distressed car buying experience have good for dressed by dealerships i call and consequently
tactics any any cell i do you think maybe texans
circular electric excited here what we’re gonna
that’s so atlanta ga well what we’re really going to be
pokemon at the beginning of the court than indian informatica man and widely shop in certain five and how
with david brinkley tend to use really something we need to pay work our
contention pick their online shopping experience to go into dictate how you really should respond
back to them additionally we’ll talk about treating every customer
the golden light silk a lot of people think we treat all of our internet
customers to play now think that somewhat while for longer than that we
treat every internet customer correct uh… or immediately we won’t be treated and then of course creighton afloat
yearly handling tactics ten-year communication activity so will do that
animal given three q no est and hopefully so have something that we can now
anticipate can be prepared and fair and uh… will be taken away from there k export lower eliana thanks a lot and uh… i think you could probably important for
to require fills with the dynamics of the internet and uh… understand their
customers use to stop by unfunded selling cars in nineteen eighty
two and our families or do you ship and
uh… democratic uh… we’d walk a whole lot
uh… how many spelling baby achieved a thursday fatter day amenable to only someone driving billy wilder walking through the
lot trying to and get information on the core vips was really the only way they might
be able to put that magazine they might be able to dr pathological me the
clothes but it was wonderful when we we would be in
a position where they dot dot the elderly they clicked and where all the time talking to
customers about the shopping experience in one of the bank that we commonly hear
him elaborated seven dealership so i want to
tell you shit and them we’ll check the uploaded and bill they all know know know i’ve been go
through dealership outwit through their website and the consumer melody equate vivid through the website much like what
do you think carman did to this and there or intention whether they’re shopping
and with honor evenly or that though there are any kind of
webspiders that now the floorplan and when they visit they understand that now uh… we were the thing works out of
shop again go earlier this year and uh… during the day not freezing
patient they were moving to the practicum image building it eighteen four two of information before they purchased a
car additionally j_d_ power point out the
consumers only did the one point three dealership in person fielded the variation between them
eighteen sources but they look at and one point three dealership they doc
lai physically mean that the consumer is very heavily selecting dealer so what that defense leamington three check adopted might even submit a
request and then a puppet after earned the opportunity from there so sweet don’t respond timely if we don’t which
respond well if we don’t answer the question that we don’t provide the
information is looking for we get marked off now we don’t get this to you that when the customer doesn’t respond to it we understand that could be different
now uh… additionally just like the old cowboy on the on the
uh… bucking bull when they come out of the day we have about eight back in to winner the first response starting with the a decline in arlington and the quali verboten i don’t think of
that nature it’s much like people walking across a lot too the customer who did it mean nothing
person we have about a second to really get
their attention after they quicktime what happened sometimes we’re looking at what they
call a and in fact the phone call has really become cool again and when you look at your website and
and dealer on the court exceptional done great work tonight we need to make sure that that website
become cabinet to the opportunity for a conversation so make sure your phone number is on the
president uh… on the front of the website on each of the vehicle because to me receiving the phone called the it from
our website third-party sources something like that in most valuable
kind of need we can get because weekend they’ll have to start shaking
the customer because they’re already very actively dates with us mostly though customers wait force i may wait many white men left now uh… that’s a problem because in that waiting time and they have an
opportunity to deflect so what we found is if you’re the first youth typically going to be the moment desktop pretend so what the best way to divide our
customers diogo line the over prepare and and when we talk about that a lot of dealerships are really casual
when it comes to leave a response if you look at that the environment how they the customer
has been online the may know a lot of information about the vehicle and six months ago the start of the rampant
propped up and now they’re really at this to keep our monthly actually we
speed anydvd online that culmination of all the preparation
workbooks cuts might have gone through western or their level of effort with
the sub par for common ground really quick incharge and and what we want to do to
make sure they understand that work equally prepared to help them they are to help so one of the elements that we put in
place to in our clients a long time ago family iterative the aman and the internet changes if the print contractor so when we talk about being a were
prepared one of the key things we want to do is
be able to go through the chocolate with their employees and make sure they wear completely ready to provide the coldest
spots so what the forcibly didn’t pick up smirnov in my checking my
fear and told him that we come to keep their previous black maybe they’ve just had the vehicle into
our are not bodyshop or it may be a repair shops have been the are aware of
what their investment one and and maintain that vehicle is the inquiry something that i want to make it work to have the information into the
question whether they want me to focused on is
that the trade requested that uh… into that they will require and then my communication opportunity should i
call the customer sent the email them what objection should have planned for so one of the main thing to let them we
did did after all the time early on there should we call the customer talks um… i wasn’t with someone the other day and they can
all we think you should read bonding time for the customer the study functioning steven request online who are fear and told the customer has
actually came out well quite to the court contrary what
what is happening at your spirit may have e-mailed you the pickup smooth on
the website and feel that before so responding in time is really
responding to the meat of the customers too customers don’t typically like to hear
from a seven o’clock on the stand up for dinner uh… they’re not expecting a call from the
but what we’ve learned first hand from customers know they want to hear from cars built people
when they’re shopping for costs and good health with their shopping and actively inner
note when they fit in at the request we need to be prepared for that understanding that there really that
different is really really critical to your
overall response characteristic looked at connelly route mcgrady differently in defense and we’re
going to look at the family but we’re going to look at it in
different format so the first one that will look after the dealer website link and when the lead come down like for example most cases we
came in on the thursday at eight twenty seven a_m_ so
immediately i can start making from the function a twenty five and a m could that have been someone who had just gotten the work good that the big someone who just came
in from the night shift to the student someone who can to do it get in on line before classes sort of
something like that in a number when i come back and i look at the
stores and the pot if they argue website greatness somebody haven literally
clicked on her life just like those another earlier give the pillars store and the request in the neighborhood that’s a different dynamic and i need to understand that customers probably ki uh… variable that they want to hear
back from a thin watcher proc so then we see the name with myeloma
cross referenced in the here until in fact every time we we see the movie we want people to customer has been a
mark that them either walk in a preview film and think of that nature and as you can tell the food only we’ve
even got madder pinned down exactly what her healthy
they live and then the value and things are that much i’ve got a phone number which i’m really
thrilled about because the first thing i one of the u_n_ contact them back home i’ve got to make and model and i’m even
got when i’m really looking at the band
member so while this is really great in them to enhanced the value of that they told
me what they want to hear about i’m interacted with specific towards but
they have been number and i’m going to be trading and most of
next for with only twenty three thousand five hundred mom they request whitney practical i go back and i’m out trekkies what they were interested in iru collusion that so what we’ve got to do is take the
patong and respond back in a merengue affect
with the cap note but the friendly third-party movement so the little benner with data and theater third-party neatly sort that
could have been dealer value that they own about fill in the number of them but they’ve been on the website and they
want to try it required their product quote request and forget their name in the email
addresses don’t have an abductor third declared
that their phone number so that changes might respond characteristics and i don’t have a good number so now
i’m having to come in directly model that they’d be interested
in and the common look help give me an idea of i’d like to
desperate bluefield towards with love and now i can start doing on the blanks but since i can’t make a phone call i can’t think they’ve been a marked the
area but it doesn’t change what my approach
will be so very pained customer coming to a different story changes my whole approach right from the
get go if they’ve cut through the depend on our
website or manufacture what’s underneath i and they want their trade value once again same time he came in but it was a trade valuation sewers and they want to trade value require you’ve given me their their name their
email address pekka even got a phone number which is correct they told me to make and model they
might be interested in but more importantly because of the
trade value quiet it changes the the whole dynamic of my
response character so i would now change everything about my
responsibility talked about there alot seven explore they spent the condition is very good nymex platinum not not poor slept good i’ve got a pretty good
perspective there are two men get twenty three thousand-mile vomiting in a clean
carfax mayhem for the comments because the or make filled out didn’t really require all they want to do with milk might read
this book so we commonly the still people responding and its way to
live like that thank you for your information there’s
going to your request for information on the twenty twelve ward toward and then they talk about the towards and the customers in a position where
they’re thinking aligarh i don’t want to move towards the born
made me feel that out i don’t know what we’re trying to work i didn’t like the value they gave me on
the website so i’m looking for something better same customer who depend when changing think dynamic
it changes the dynamic considerably we need to be prepared if it would not mind classified you currently because same customer become current
same time and now it’s not a product requested
nitrate banquet in certain information request same name same email address great we’ve got a phone number and
netscape a desperate to ken ford taurus anecdotes but to be done number i didn’t put that into the fire but in that case we did mention they had
a trade him and oftentimes what happened the couple or other use equally wants to
know if this vehicle still available they’re not asking for the price digest asking through the vehicles lulu so oftentimes what happened is we come
out of the shoot me today dayquil this product that bitmaps and we forget to tell them it’s still here so we need to make sure that we
understand the dynamics completely so that we normally do respond you
really great job with that no one had company cars ludwig kit very frustrated and i know
how you feel when i wouldn’t do shit don’t call it hope to hear that they wanted to know
what the nutcracker all the customer who want to know workshop like the cut uh… shopping for teach for twenty
twelve months they’ve been kilkenny clapton kelley blue book and fathima price information i think
we’re told me he had left up he looked at the appropriate and immediately detained egypt prequel totally come down and make repeal the information that i
wanna price quote on this now we move into another environment true card it’s midnight headline this
year and true cards of pablo different probes
they give the andreia raided you a call prices coverage penny d amboy and of course in the party in their lately subject to target price but if you click here and give your
information you’ll be able to do you do pride that another key we cannot kept my
facebook and of course edmund dot com same type dynamic we know the customers being led down
that path suggested that if you will click that
link not only would he see the total price that we have the now you’re going to get
the buick well the fact that matters getting a dealer quoted not often just support the practical test online it giving the impression to the customer
that they’re going to be able to beat the price that they were provided online so it’s really really important for us you understand what that customer
experience with like come on support dot and that they had good
quality provider group arguably made by the fed up you’ve barely get the fact that the
vehicle and what they did after their name left in the poll number
in the email they’re not real worried about all the
details on spec and have the vehicle because what they want to do directly to the dealer and what that uh… verbage a link between the customer best price from dealers now we missed you gave it to class because movement howie before participating dealer by golly the
they should be receiving the practical so whether it’s a own dealership website
or and third party left by the manufacturer website cutthroat mentality all about huh felt about that the only reason and we
can study really concluded that the behavior of the phils person the
protein itself burst in the package here line really have a different different makers booked it’s really important often felt
professional understand the dynamic of what the customer going through went
shopping for caulk so the report and of course type coming from that source have to change approached me to make
sure we’re really geared hearing before we go
after that customer right from the get go but when we talk about the right
approach mirroring the customer is really really
critical we’ve learned that the cuts mister blue somewhere in your response theory which
now war committee now or in some level of conversation for
lucky enough to get him on the phone we’ve been reviewed the workflow if they could manual transmission we’d better be prepared to talk about
manual transmission they talk about navigation or entertainment finnerty wr things of that
nature we need to make sure that were totally down then and ready to mirror back to the customer
because much like uh… dating online the harmony or or anything of that nature were almost innate relationship building
status with their customers and customers want to know that you get them you’ll understand so they’re putting them all their
information with the expectation that we’re going to leave it and especially
the comment that specific question so the the keep here if he showed that you care and and what
that old adage that we talk about they don’t care how much you know until they know how much you care who’s really really critical one thing that we’ve learned in a lot of
people left there can we have two nd scripting give me
some scripts that really works well what we what we want to do to make
sure you understand scripting really helped me gives you
competent in control of your spoken in the dialogue but sometime scripting just cover it up a bad profits so if you have a great product out your customers are really going to com being a member of the market we failed time and are training showed them your good don’t tell them
you’re gonna and if you just good they’d really really appreciate it makes
her joking about she wouldn’t be doing uh… your name and and give me the
camera reviews you need to know if you have uh… few dealers belt at this point we need to be quick
and the poor so going on and i were on the showroom floor mobile home one end of the showroom in
delhi element on the other an exceptional balked at than the door and i get to the customer first h_r_ democrats replied back liliana in from the link below it card get to the commitment or the champion of the eliana felling that customer go way down because on might be capable of inspiring that cuts rather just stay
true to me for the first thing we’ve got to be
would be in forest park and then we’ve got to be thorough with a
pointed out we need to understand the logistics of what they’ve cut one tree
what time it was shocking we need to learn with the motivation lara are you
enjoying the car you drive now what you know what time do you feel you
looking for in the car that you’re going to be fine fell along that line we got a real simple blocks be when it
comes to follow up you need to be on the phone or communicating back enough factor
otherwise and five men and you need to follow-up forever saurabh are blocked the issue with the
made within the first three months very much like what i do think you
author open about look at least source in the hike the
came from that source within the detail that they gave you
read the comet understand that that ma’am yet they demand your dealership before
if there’s someone at the royal customer and be ready to respond in common personalize your method in next for a
moment and be on the phone and if you can’t get them on the phone make sure you leave really great quality
votes now and then you can female within the first
five minutes fifty gilmanton optional we wanna make sure if they thought they’ve run into a lake icarus
salesperson accord dealership we dispel that rumor right away our dealership is all about much like the fire department for jimmy
johns when that honoring word we’re delivering
again we wanna make sure that we’re putting
out the borrowers given on the stump amateur making sure they know that whenever they call it we took their response fears they might have been soon enough for the last six months to
bits wonderful golden moment and if we don’t act like it exciting dot gov they will start noting that and relieved
and sleep taken up off the consideration food nothing wrong with taking your
level of the indiana layout lulu mohamed aslam so thought id i would like enough to get to work with
the we were really were really need empathetic day one and response mon as we’re talking about
and that’s one of the not winning the panel from the very first response what we found it you may not sell the car on the first response
please use certainly can move the deal on your very
first response so what we’ve got to do when the opportunity to be able to
communicate further with that customers we go for corporate thing called back and back to that oum standard where a lot of people play well
it’s an internet lee you know the cuts were obviously was
shopping online family probably watching family batting practice probably partly true a lot of customers are are sometimes critically when it
comes to uh… level volume or around low availability and
then forty barebone merriman answer whether not you’re going to have the
vehicle that they’re looking for you know what they’re really looking for
from you is kuwait and we called known and very uh… and speculation call when they’re having dinner with the kids
in our interested in the market now they don’t like your comment but when the really are acutely american shopping for a car coffers you’ll find out that what customers
really want do exceptional service committee provide that your own and for a phone call everytime and of course if we don’t given on the phone we have got to create of women environment with a wonderful
voice now and i m really carry it a lot of
dealerships don’t be a good job with weeks now but one of the standing we billed them for training on
on his we want to make sure all of our weeks melva compared to more
scripted so that the board knowingly were arrested different than the fact the lundberg
women that women the eight one and and importantly to understand the first response is not necessarily the one that’s going to call them to you
respond back to it we need to speak went up to a nasty ram we should be able to to note that the
manager after the fact which which miles more which number one which mom five of the bush number eight what would the verbiage that was used we
need to make sure unable to get them on the phone that we do really really great
albums byron returned phone call now what i’d like to do eliana if we
could could you go ahead and talk apollo i’d like to know what the issue
aborigines on time at your viewers s wise george it’s it’s it’s ex-prime est it’s enhance uh… six handsets arts forces for two hours you know this last days it was twenty listening comic for
two weeks i bought the car try to hide now you know if interested in and uh…
m we we milk a day remember that i’ve heard a lot of work
with general motors they’ve really dropped the response time
collectively well would you do you wish but off to
work with another unlikely manufacture and with they’ve
noticed really i mean it the clothes right will drop out two percentage points for
each dealership if they wait more than an hour to respond length and weight more than five hours
we dropped nearly three percent dash huge impact on the walk home tonight eric’s marks and various i do search fight scientists say fifteen and percentiles access file ex-lax hours an inexpensive overt xx well without directly the goodman weapon
in the will keep you member of the phone call accommodation you like that information to improve the
profit because what we’re saying early on across the industry it used to be twenty four hours of the
numbers like twelve hours and then six hours without words we’re really
really para mi nombre five minutes rather out
after lot of work with active in gate lot tech company and bay have noted that
if you know our live chat with him seven second customers already start turning off the lot sex bloom it at the game of men that with
the game uh… commerce station and concern for the
customer were not quick we put urself down around uh… looked long-lived and uh… uh… clip for the next five there so you could contact to the customer gave the moment of
validation though we’ve heard of the bureau moment
of truth well when the consumer has been in a position where they’re working
with customers uh… working with dealerships across at spectrum of brand and in different
environments whether right metro storer world store or someone suburb your first contact in its moment about
dates they want to know do you care in can you be trapped so when we start immediately going right
into i want to uranus in the uh… we can you come in oh so you end up in the uh… you need to know the prime uh…
and we start bemoaning the customer and go uh… what the bad customer because they
won the milk something that we are filming woman now so important birthday immediately bill reports out so this is great collided and
shopping broke off what made you decide on the toyota of the cameras in excellent choices with
him state team in the features with a price
value what was most interesting for you about
the vehicle so when we come for a building that
level report they find understanding we can’t be
trusted the most important thing we can do is be
prepared when the f_b_i_ all consuming emotional question what’s your best friend and when we can be prepared to respond
in kind of that the better off we’re going to be filled that should be thumping every morning
when you come into your dealership we should go through the fundamental home
oakley uh… saying the pledge of allegiance door uh… even not hero every morning we
should walk in get prepared deducting prepared turnaround question each other and
eliana what do you have the book right on that
day and looks much better fayed doing better on that we need to have my poor memory inflating when the all-important
question comes up we figure and respond very comfortably
hong kong ajar on the paper go ahead and get back to work and every case we wanna make sure the
customer understand better that’s not the first time we’ve heard it
and we’re prepared to support with their questions additionally we wanna talk about how we would want to be treated i know my grandparents caught me to go
away cutthroat typically appreciate wintry
them the way we want to be treated so when we fail parent there’s certainly
in the back on the customer and the customer start getting
frustrated whether it be in the piano avoid no
attack video a phone conversation would make hole of these questions uh… we wanna make sure they understand yep out you felt just like me i wanna know about them information
while abroad together that therefore you and we’re going to
talk about not only my going to give me the price but also want to talk about
why this poured into great guy i want to share with you what kia at the white vehicle were you today so regardless of whether they asked for
the prime we need to attended on price with the value it and additionally not
only do you get a great vehicle when you buy hyundai but our dealerships in the business for
over fifty years and we understand exactly what customers
are looking for some weekend special profit when he described the now we need to be fab will only come
down one interconnection plan will be great if they agree avidly came
in and have a phone number that we could call and get it there some sort of immediate connection but we’re also stain that do you know what kind of falling by
the way founded people you know uh… in the morning they might not get
back coming up till later in the day all up in the car business with typically very good we did a lot of
emails every day we have a lot of interaction but the average qualifier is probably
not the mitigate email you to pick me up texting work and customers appreciate taxing so iron by name from our client that ag
agood well-placed act is really really powerful additionally because she won’t give me
billy don’t overtaxed if they’re not responding to your first
one or perhaps your second one shut it down if they are engaging with tax i think that the wonderful thing to do i’ve got a twenty four-year-old daughter
and she’s getting married him a couple weeks
eliana and said therapy on today’s relating to their
honeymoon plans the attack with these people and amy became the weight they ended up going
online all the dialogue to place the attack now that only takes place if they’re communicating the way the
customer one they communicate with providing information there’s a lot of transparency that
marion back to the customer so we need to make sure whether roman phone call where the wiki melanie whether
protecting we understand where connection planet now in most cases if all of the about so we need to make sure we understand for the first time we got to do when where he will email is win the
battle of the inbox sometimes don’t take subject lines really theory if you look on the stain on the left i’m
giving the notes from j met city in the uh… someone named kathy welcome who i
don’t know if united met them be that another one in ghetto
david k um… you met maybe next what i want to do is the one hundred on it would be better if they could have been the from line
feel that i’m a dealership instead of an individual like jay smith
the david k additionally advocate they put twenty
twelve g ok predicting from island misty there now i’m thinking and i think that that’s what all of them
are looking for work hello i’m going to open up that in mark
their open up that email because that we don’t think that you know open it doesn’t matter how good are active in the world or or what
government wasn’t uh… we’re going to it additionally i’d like to accompany me mit myspace
dented the trademark which happened to be the mystery
shopping that i was using for this shot he put your paper i think that’s what i
was looking for emily dot dot dot met mr eighty three person like that he’s while we were well directed at them and he built a
little brain all-in-one simple subject line i’m now open up filipino and move on from there and the pope who
want to get a method that info you requested but without on uh… computer for them on a vacation without on developed arithmetic chuck so don’t make me think when i look at
this subject line make immediate committees select few and i’ll go from there we need to have course excellent member
communications we need to be very well-rounded allotted
dealership don’t you realize a lot of the things
for their damage building live checked into your email
response so they can click on that allowing them to communicate with you be attacked is really important that we need to make
sure in the email we put it’s okay if you text me if you could be
the additionally when we were in the first response what
we want to do it hit the reply so if we and many way shape reform called them to
respond back to her and then we’d be the better off we’re
going to be then people disregard hoped the mail if i’ve got a maryland at that every time i’m going to drop a postcard as comfortable no card in the
mouth of the people understanding on i’m ready to go we do have a recommended tactics
clothing like the drive home uh… to the group and that that
something that is pretty much wallets when it comes to you emulating equally response from the car the first thing we’ve got to do with it
by email fax voicemail if twelve o’clock anytime you do any about tactics without asking the
question really really eliminate your opportunity additionally we need to fill the call we study that over and over and over at
our client if we don’t make a phone call or get them on the phone at some point in the equation before
they show up typically are not able to fill them a
car so what we find that the dealership that
have the phone conversation it typically the dealership that no mccalla and the phone call at all about saving
them time interview now an attack on a voicemail we need to move to the
fact that when you call me back i have everything you’ve got about
laying right here next to me it will typically a couple of minutes to
reveal what you will go over this we’ll talk about the their own we’ll talk about availability will talk
about what you want to talk about and will have all that done both and if
the couple of minutes and i’ll be able to respond right back
to you with anything you need while we’re on the call what we’re finding that a hundred percent perfect that comes
from the good telephone call so in a bit there are a lot of people who work
schedule did that the line and and one of the key uh… of usability lab natalie i one of
the uh… fiatos pleading to take the where the customer to go on therefore huh and it’s one of those that one will be
able to wear sometimes we can sell the via email but not all inmate even if we are trying to filled
with a bit remember captain who don’t like track i’m went through twelve years old
fourthly i’m third fifty years school and i didn’t like that anytime so when we talk about it half dr stepped up will inspire got a call in california that joyride come on and do you enjoy that uh… they’d found the book warning but the fact of the matter if they do
remarkable job of making that you are not now mike something that bar the court when they come in we need to make it
special until the car we’ve got to get the whole team involved the managers know everybody that we’re
getting ready for the appointment is really really the key to fill in the car the most valuable element of amino simple quirky mark and it’s not something that you brain skipped over
when your brain the big question mark they have to take home think about whether or not should
respond and the everything in the car businesses
we don’t talk really eliana when you wrote the description
for this one of them are high gave you what i wanted to do you made it when we opened up this call uh… the will propose within u that all out new u flamed everything sounded great in the car they’ve moved
were all about what the democratic can i give chaitanya and uh… will you arcane well what was coming from great service
industries like ritz-carlton uh… and all of the great north some experience
with them the birth mother had to they’re really quick on pain thank you certainly i would be happy to be on so
glad you called legal element understand to be my pleasure right away
and we don’t get to that information we’d like to literally print out the
flying to make that available for a client chapter that uh… puppet mind
wearing a tool that home again and my parking pretty good customer and
i’m not making them feel it below a quality responder because what’s happening in the create
the halo back who we call critique yes but the cuts mister thinking everything we do with that talk tonight we prove that night accords and i’ve been in that the other
thing that everybody else we are going to call the operation additionally women this described
special proctor the people are all the time playing
alone uh… come on into dealership cuts mister mellow or lock to stunt but we have a special on the
net profit we’re going to be ready when you arrive and have a vehicle pulled up a ryder
truck will prevent the vehicle trillion we’ll let you take it on the path robin
if you like it will give me a great pride will go over all the trade
information makes you could probably and make sure the payment per month for you that way if you decide you can’t take it
home today or you can do think about either way the to the propped up the war and then we asked them does that sound ok here so we let them decide that they like go
proctor met they come back into the no i want the lowest price them we know that their top account what were climbing this when we discuss
describe that special propped up and we asked him that work for you a lot of times we will play then i think a lot of them together and
straight he just wanted to keep the excesses otherwise pretty all unlike europe it makes little difference in the world but do not know the polka looking if you
don’t mind eliana julia uh… does your dealership abbott
special profits for internet site he’s part cancers wants security tips please ten
years strange check it’s a phalanx schedules special process just for clinton
customers answers about what’s he like yes of course we do no i think that we needed one artwork right now fast and furious etc and already also have a lot of questions
from outside alistair sakai no doubt asked honest you guys nationally intel and put out action seconds people closed pensions okay it’s okay is means says yes of course you know and says nine working on a right now and therefore percent states and setting
up using is that what she thought the answer is scant actually i a m room for a that go to uh… really connect mation point on the
dealer i’m working on the infant because dip into the dance group and because of
the intricate really good road thought that they are working on this and uh… there’s a lot of fewer ships you can learn from i like this one dealership client who
work with and they call there’s the one proctor one price there one part door uh… one percent you’re going to work
with sane person that the whole time in one hour so if you work at this point one price one person one hour and the customers loved sometimes it takes more than an hour
that but that value proposition turned out really quick uh… another club that we work with have there has been the them right caller the right the right way and both of them immediately confirmed
to the customer i really have arrived at the at the right dealership so i’d like to get it though the wrapped up uh… cumbersome recommended action items so understanding you cut your motivation four you respond is really really
critical and then tactical fundamental sell the reply filled the call will do that goodman now the car ask questions and all you know tents are
engaged in enter all their core jim trying to talk prettier and of course
measure of world war agenda every step of the way so off for one i’d go back and we’ll
talk about this product id wally idearc including activity before the
culinary supplies active people air active very very tough captopril
surprise so suggest a recap webinars that denied is
taking place eyes to one lucky attendee stood scavenge training workshop place
that bob lutz too and slash best internet sales team
company in the days and sixty appetites and itself so why you have to see you sinful and the first one cancer will be there why i thought four tix kasra i can see it first russified jet set magnetite i’m stuck kantak and actually castro fractious plastic a little bit cast finex correct answer class cell cell call selva ka heart justin out microplate that we’re sending police more prizes
all you have to do is after-the-fact grace answered classes spots left in our
survey anti-castro random letters to plant some google prizes so jack she wouldn’t mind alitalia writing
access and send me your mailing information and all that stuff and out far apart over detectives ducati meat-eater i’m and striking
hydroplaned and date if you’re ready i don’t know dance taxes jeff really really tough questions domainkey-signature and here are placing l_c_d_ screen spread expression and shocked we’re paul husain earlier during the
presentation that a do you have to placements expect escaped tests exist for senate personnel private
anthrax outbreak if you’re a five minutes entrap our
house ho-hum notebook the great work you know
than uh… so i i have a lot of time to learn
carpenters that the responder sport dealerships and uh… one of them the the average connection
four internet and you got to look at compote spectrum
of the eleven phone call through leaving quality portsmouth is really critical oftentimes what what we find them we don’t need a good point now so when
we talk about scripting it’s not necessarily that we write every word and
and they come off like a script if you look at uh… never great actors and actresses
out there there in a position where when they go
on agent they’re given a script and they don’t just go on them be holy story and then what they should leader
told what they should that and then the great one make it sound
like all my god they just orbital well well when you look at the script oftentimes
it’s just a conversation flow maybe from bullet points or something to that
effect we go back and we look at describe a
special proctor now all we really fabulous we’ve got a
special profit we’re going to be ready when you arrive vehicle that your honor length important
la doctora will work on another great correct and a variety of them what i would fail
math backing call and perhaps way different than the first one i’d like to tell them in the afternoon
if i’m getting regularly for the day hey i know you end up in this vehicle unlucky enough to do earlier just in
case you need it back in touch with me so i’m going home for the evening of
complete market the stock again but i’m going to have my phone with me please call me at this number and i’ll
be glad to talk to you still that’s what he did something standard heritage eclipse with the
coldest notebooks multimedia and we’d let them know hundred uh… are not very
creative who the better occupants crippling with
great verbiage the better off your responses will be people’s food greek western experts tax a lot of questions screen hostile geneva anyway it’s not really nice here changes agreement had been commitment asking class when you get a moment please thank
you but just like that tracer attached cobalt blue everything everybody would like to look
a lot of the good replied pretty tired exchanges six exchange mailbox after the
presentation my a phone number you call first and exiled always call fast uh… all went well person i can tell
you that the difference between uh… pay five percent close rape victim
person comes word that you can govern your clothes made by calling for the
customers basically filling out a quorum and then that form the paper but in the
phone number the only reason i would not call for
student in the comments built they put a note that uh… duma column or i would prefer enough but what we spent on saying that because
they filled out a form and we received in email remarks theory i’m told that
they emailed out back to the contrary they actually filled out a form of mcdade data and sometimes the creek select they’ll
be live and your preferred method of contact the email well the cups mcgann select email they
drifted select foment they’re prepared for the
pre-taped gives you a fault indication that that
the customer preferred method so when we’re spinner trying to get to
the customer in a very competitive marketplace the best thing we can do is coffers if they don’t like that apology on but i
can tell you making hundreds of phone calls to customers over the years i
rarely ever had a couple ever get back ready because the quality of my response with so much better than anyone else that they felt really comparable to go ahead with the
poem comic strips as a very clearly on the two when we
walked out on the block we walk up to the customer on weekday
pain good morning thanks for coming in the came forward i really appreciate it what do they think i’m just looking ponce olympia clicking a people so that they will make let the
record newport all the uh… with their response mandate that
wouldn’t be able to move the fork afrikaners no i’ve never pertinent but a lot of cars dealerships antennae
hike my phone number i would be expected i-seventy five s acumen expressing issue rex he says you feel about as the first point of contact you can
about texas earlier first point of contact texas do you
think uh… weapons in the becoming really
really uh… key to that first our uh… uh… response tactic uh… i would built declared in the door
to the telephone email and then the pack and an attack i would just make sure they felt very
comfortable with that that would give to the point immediately on one wood one
billion additionally one of the key packed
method is the belief in the works really really well with you uh… pain recently acquired on the
twenty uh… twenty twelve torrent if you’d like i can’t send you a quick
video would that be ok in other customers is more at that level
of engagement in the we can then provide the video it takes a while factories packs and help people wants to be treated acknowledge my need to several i might
be treated nicely skynet yes do you mean my left and how they get my phone call at specific email-id feel about all responders well i think and others bonin raped in
is one of the movement that they were element to make that customer deal with bill the
information literacy uh… that would really caution you to
make sure your said decline in the high quality one because of them to open it and i would make this thing tech method
like very very then let them know that we got very ducthanh in response
dot everything when i was hoping for a vehicle came from a dealership in michigan when i was working for direct and and the young lady what one would prob help people market
her policy on that’s what they did or asking for information from the
explorer i’m gonna give you call right away their any other product that you’d like
information on before i calling question mark and and and and i felt like she will get and then when i talk to her she had no
no no that’s not on a response dependent looked like a brunette you know like you have never really did white-collar responsive privileges look
like i will respond make them goodman people will appreciate uh… correspondent xxxxx guests i snapped are have people speaks findings and younger people starts aquaculture explanation on-call well i’d you know and i’ll go there that mother greg clarkin my daughter who
twenty-four works with me now and she by government dad you know you gotta come come around here here’s how we
communicate facebook’s where there is assassins that later since daytime habit ongoing training in our own organization
to teach me that but my twenty two-year-old and my nineteen-year-old for the stain paying type situation so yeah but it’s really important for you to make sure they’re ok with packing
right over the gate because a lot of people you’ll just wanna make sure because
texting is becoming such a high volume activity that they don’t want wasteful pack all accountant raid on the quality of
the engagement and make sure that you near back to them
what they were acting and the better off you’ll be yep
tomorrow i a m burden the a big gap there uh… older people chintu really really appreciate email and uh… and most everyone appreciates
a good quality hong kong restriction if it moves along at the right pasted
and would show that we care about the cut s interest acess today access thank you for that acting net have a lot of questions so ise thousand questions from acetate expression sent out tito over half a close race rocks asks feinstein increases currency
caps two percent after how much yeah so european independent then what
ah… yes and kick the gun uh… i don’t count socket so there was a are more come work with
multiple manufactures and and the information doesn’t come back from there their activity level that they can
balance for the period and he how quickly the leading responded to it but one major manufacture provided some
information may be in the day of profit spectrum all accross the country what they found one uh… it to leave us responded to and it took more than an hour to respond
between local closely although dealerships i’ve collected three percent sister of more than five hours is
dropped three percent like you and i was being and work with general motors they were sharing with me if you to
think that uh… if we wait more than twenty-four hours to respond or close very in cut bath and
in fact loyalty to g_m_ preemptive the gps so if this bunching the impact of close
very for the impact of response among closer ess one-liners can’t reach right way analyze
hot spots narrative when you had time and and it
will make i’m complaining that the most valuable commodity that i’ve gotten unloaded and very common interests yes can you set your tire plant for
shrinking overtaxed great stocks i characterized alcohol high classes you know instant gratification al that cast a crescent and x transactions
now daily and have some abscess in the
morning so i guess that request do part i sensed recommend people yeah so public but then we’d like to do
good we call it the ladera identification
program and that kind of course way that they have been customers sometimes are laid them that
they did oh i’m ready to buy right now a look
ahead and do that for the first thing we try to do is not stopped the clock that’s a really really
bad variable that creep into our market
place’s stops the clock manufacture take the
time he would take the time though eva at the leg he turned it just keeps creeping back not about stopping the cockpit about
finding out what they kept me for the first thing we try to do it’s calling everybody that quickly
became so we’ve reviewed only and more on the phone and we’re calling them so that we can
find someone hey he’s ready to be something we go ahead and take the time and build report them that will do that to the dealerships
that that we can okok the only way they’re gonna find out who do you think one of them are she’d go ahead and call back so if we look at the speculates whether
it’s from a homework piper party are my contact by the whatever it’s really hard to ascertain he did that we give them right up front now filming affections and maybe mentees coordinating in some here ends are starting to think
they have been lately that myp technology in it’s going to get
more more helpful as we go forward but never really know i mean one of the
phone korlam lock guy would come and then he put it all be
bound for we can he travel within a couple cynicism about the baby’s after six
months and we don’t we all know for the first
thing we want to do have been uh… people on more and and we all went well back to the
dealership management weekday how come you don’t have enough people in
there to call first thing in the morning too clear the debt cash what you’re saying on monday morning got three games
absolutely date philip the clip that payment via computer who when you get your upper-level management
finally agreed to c_n_n_ that customer is really really critical doubling in backing we have so people come in monday morning sometime they’ve gotta go smoke a
cigarette have to talk about their fantasy
football drafting and you know things of that nature of the sports
roundup we used to call your dealership what where in dealerships to do train those people please support the
b_b_c_ pain or the internet came with responsibly compound called and more kids eclectic came to clear the
debt because jeff levine email their all over appliance out the clock
email are going to make the whole week talk so that most critical data of your
weekend today start the week so given up people in
there to do real equality tivity with that customer train and get
the right place and nobody arsenic randy going oh my god
i wouldn’t have gerald responding leader one have hairy responding well we’d just need training for the better
week with these people think that it will be able to help with clear the
decks a watermark xxx on on the other thing is between one
monday but didn’t get it because we dole respon reporting or our we now have a lot of dealerships they’re
starting to respond leaves for twenty four hours though the best way to clear that money back
august to respond when that lee comes in candle we currently have consulted volunteers staff really ok spot well consistent a lot of people rule uh… and then we’d after hours without with
the lower expectation that they’re going to be something for the next business day and that’s ok sometimes it’s one of the
loop elastomer tomorrow information not quote
from lapham who live on my laptop and i go to bed so you’re you’re not going to have that
kind of engagement sometimes so what we’ve got to do go ahead and respond in kind certainly
after certain time of night we don’t want to make phone calls but that when good email quick email from thinking that made you
set the stage for them day though it’s also important that they’re going
to have another responder that we have an after-hours responded
that most people know we are close to the date that i’ve got a
good friend uh… mackey bill with them to come they
called their core people and maybe after-hours respond and that the made in how effective that
is and than helping dealerships keeping going on with her local activity to keep that engagement will go so keep that in mind there are companies
that will provide that services and reasonable price asks passenger passage she says specifically recommend prioritizing in the morning
speech fine she starts the ones that have come across during the night or work that morning needs and park that works perfect perfect world so so on loan from experience but what
the left one in and worked back because the last one and that the one
you have the best opportunity for scheduling appointment like right away and then then work your way through the
nine p_m_ in the nine thirty in the twelve p m or twelve midnight and and
one a m tightly because those people sometimes committed with the low expectation that there can
repeat something someone but you’ll remember seven thirty a_m_ i would call them before someone who’s
been to believe in at ten thirty p_m_ the night before look great quest the amendment turned down if i don’t
have the ability to have additional that megan it really would look at my own web badly thirst that i would look at mayfair should
leave them with a third party classified leads men look at third party movement
and that the war with that kind of my flow uh… for responding so a dealership website cryptic we’ve been
specifically my manufactured recruiter them vehicle
specific and then my third party classified my
poetry of course dot com news corp dot com and then my third party minimum at work cat are industries asks see that it’s not just kayaks obstacle eyes just helped me realize that my place now target even though i feel
that stops there’s no harm in trying becomes tactics that crappy and just rodney prepare what going on
and i want to come up with the work fighting hasta hands-off trade questions
here uh… walt another problem in the person for the bigger crack class ask our best friend and anyplace safai or prob easter well they’ve been really depend on your
management though uh… concluded looking for a
competitive price cliff and uh… for large agree what we’ve learned
it it’s important to address parts right up
front and uh… there was a great that either
with their own iveco bodybuilding arian it had that sixty percent of customers when given
the compare the price stop shopping giving opportunity for in
this business with the others will even compare prices with no big deal with the
third-party with visit if you practiced it what we’d like to do created to make
sure that we when when it comes down to the best part
for the promise me one point of reference point theertha uh… kelley blue book rights or uh…
the admin true market value pray for a pure cartwright to where the cuts much
the that it really has a compare the price and that would work for a new car we’ve used cars what we want to do with the mood to
either our the auto or first uh… ordeal attract pricing characteristic in they you know we’ve
stopped the market and we we determined upon on condition
mileage equitable with lifted the very best part in the market and
uh… we retrieve comp so we we don’t have twenty give them
envoy without the values and without that competitive per hill uh… we are also fine dealerships can
take the product out they’ve been able to pull in the
competitive sites and and i think that few of them what trace marks expressed wat i think it depend on more than that you
had the uh… tools available on the website to
go ahead and let them provide the valley uh… what i wanna one of failed make sure that your dealership the who this organics bin it would it be black will come under kelley blue book
or or some other there were traded valuation over where
you can yet on the screener got a client that is now thirty youth that
molded ileana jegan day uh… with a youth actual go to new
technology and they’ll get on that screen with the customer schedule a web conference with the customer and the
walked through the trade valuation screens with them so that they can be firsthand with the
customer that they’re putting a value on the street there have been billboard really good in
the court if you don’t have that technology i think you’ve got a filtrate will tell
me as much as you can about the people on the go to my manager and i’m gonna get a preliminary review
of it and of course we loved it because my manager gets
really thought about trade in even in person were always going to get
you a better price it neither recommended tactics well if you just said really fixed now outside grozny third and with the we
were and whatnot late-night bakewell demanded
it be internet no for the month so uh… everyone every time a popular to say
anything anytime i can share something with a good idea to help them alone i’m really thick but the big sound cash chess asap eastbound all questions
directly found him tax day times workshop somewhere actor elsewhere yet though a little bit of a baby blue you defend the in email or uh… you’ve
been a position where he could go to our website it came out of love dot com and uh… we’d be glad to a premium on that now we we lab that we have not
communications workshops this month with that manhattan at
operation workshop that we’re doing and i’ve been with the social media
vigil marking workshop coming up in october water quite a good opportunity their
they get into that centuries out but activist workshop you’ll get a lot outside so attack on a second that’s scheduled for yourself scale test before that like child net across the country place world so and a good point to make their own
within the jimmy summit reminder general motors and the largest manufacturer uh… in the
world for automotive and uh… baseball their
collective close rate of dealerships go up nearly two percentage points
ten-and-a-half person weapon good daddy uh… what what what we call the
benchmark uh… average client averaging near
fifteen percent at the close right and some of our best client average over twenty percent for a close
right so it just all depend on what your marketplace is made up our competitive but i’m really really worn out with
people fitness paying all we’re good at ten percent you should be a twenty-percent because
effective we shouldn’t be putting up with sub partly we should be working
with the website provider ufo what eliana put up at the beginning this is
why i love working with dealer on they really generate great holy week for you
more effort we could put in the building a website the high or cause rate will be home all
of our day as you can right now so i’m glad to hear them inside i’d i heart so alex imager father attendees today collecting out test thursday class k thank you so much fun skin detection
they half the time yeah to treat can’t stick
around and end how expertise dancing ali
express denying it assets cell without further ado jackets that down the copy it states
that are courting is backstage here at penn state afrikaner
kaback insecticide again sufficient friends and colleagues as well and costs
of that online shall twenty-four hours tequila on dot com xd kasagic and accessing tax testrake also not just a couple minutes you’re going
to be struck survey please fill it out your feedback city kindness gabarron and
translates into face something simple prizes ad now stupidity allentown arafat next eleven
are swine frank logo some sales up to five percent more
assets wicket i start to be very interesting
suites at nights apart expressing at century interactive
on cure salazar behavior circuits success so when it gets to see you next week this
is an extremist reputation secular and don’t forget to ask you to have a nice i
helped everything twelve noon eastern nine a_m_ pacific
and that’s great assets frankfurt this year x hitting questions comments package seminars tactics a all unit our networks or you can read antacid yourself to get one

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