Loading

Auto Live Chat Emoticon Etiquette: When can you use =) ?


It is a well-known fact that abbreviations and emoticons are often used in every day conversations. From texting to emailing, this lingo has become popular across all generations and forms of media – dating all the way back to 1862. So, when is it appropriate to use emoticons in an automotive live chat conversation?

There is one golden rule that you must always keep in mind: do not use emoticons or abbreviations unless the chatter uses them first. However, this rule can be applied loosely depending on the vibe each live chat participant gives off during the conversation. If you are having a great conversation and acquire all the contact information effortlessly, an emoticon or abbreviation here and there could help, not hinder, your chat. This fresh way of communicating can give off positive feelings in the chat conversation and can be a great way to build a relationship with the web shopper.

Scenarios when to use Emoticons after the chatter uses them first:

Inappropriate:

Customer: You look very good in the picture online. Will I be working with you? ;-)

Sales Person: I do not work in sales, but a member of my Sales Team will be following up with you! ;-D

Live chat interactions are the first impression a customer has of your dealership. If the chatter is being flirtatious in a chat, do not reward their flirtation with an emoticon.  Focus their attention on the vehicle, not the emotion. Keep the conversation on a professional note.

 

Appropriate:

Customer: I want a SUV with leather, sunroof, and navigation for 35k. I know that is a lot to ask. =)

Sales Person: We’ll see what we can do for you John. =)

When a customer is excited about a vehicle, match that excitement with an emoticon. Not only does it make the chatter feel good, but the emoticon confirms you are on the right track to acquiring contact information.

 

Scenarios when to use Emoticons first:

Inappropriate:

Customer:  I have very bad credit and I want to know if you guys can work with that.  I filed for bankruptcy as well.

Sales Person:  =(  I’m sorry to hear that John!

Never focus on a negative statement made by the chatter and never use a frowning emoticon. You want the live chat participant’s experience to always be positive which will reflect on the dealership itself.

 

Appropriate:

Customer: When I come in, I would like to work with you, where do I go to ask for you?

Sales Person: I’m sorry, I don’t work in sales. I leave that to the pros ;-) .

Sometimes when a live chat goes well the customer asks to work with the chat representative when they visit the dealership. In this chat, an emoticon is appropriate because it reflects back a positive feeling on the sales staff and the dealership.

 

When to use an abbreviation back:

Inappropriate:

Customer: My credit is horrible, I bet the bum down the street has a better score than me.

Sales Person: LOL. We’ll see what we can do for you John.

When you oversimplify live chat with abbreviations, a lot of communication errors can occur. Don’t focus on the negatives in chat and don’t “laugh out loud” to any chatter’s reference to bad credit. Focus on positives and keep the conversation focused on the vehicle!

 

Appropriate:

Customer: I’m being a good husband and getting all the features my wife wants on this car. I’m a keeper, aren’t I? LOL

Sales Person: LOL. Yes, we wouldn’t want your wife to be angry because you didn’t listen! I’ve made sure to make note of those features for you.

When a chatter feels comfortable enough to joke around with you, then that feeling of comfort will pass onto the dealership. First impressions are important and to return a given LOL is golden.

 

When to use emoticons and abbreviations simultaneously:

Inappropriate:

Customer: I’m looking for a vehicle that I can get hot chicks in, you know what I mean? LOL :-)

Sales Person: LOL. I’m sure you can get lots of beautiful girls in this vehicle John. ;-D

We have identified the behavior of serious buyers in previous blogs, but generally when a chatter comes in asking for a vehicle to get hot chicks in, they aren’t a serious buyer. Don’t entertain their dialogue by returning emoticons or abbreviations.

 

Appropriate:

Customer: Do you take trade-ins? My wife is a really good cook, but she has a lot of miles on her. LOL. Can we work something out? ;-)

Sales Person: LOL. Let me see what we can do John, but I’m sure your wife will be valued priceless. =)

In this chat, it looks like we have gotten the full lead and are winding down the conversation. Again, when the chatter is comfortable enough to joke around with you, it is a good sign and you have liberty to return the emoticons and abbreviations given. When the shopper leaves the conversation after having a great experience, you can bet that they are looking forward to the same type of experience at the dealership location.

_

Hopefully these scenarios have given you insight on when to properly use emoticons and abbreviations in live chat. While chatting you always want the chatter to feel good and positive about the car buying experience. Never emphasize the negative. Always return good positive feelings back! =)

Make sure to subscribe to our blog for more updates on live chat best practices!

Views: 13

Comment

You need to be a member of DealerELITE.net to add comments!

Join DealerELITE.net

Blog Posts

Looking for Salespeople looking to make $100 000 plus a year.

Posted by Lin Poissonnier on September 24, 2016 at 1:43pm 0 Comments

Do to reason changes and Autonation buying more Dealerships, We need Salespeople at out AutoNation Nissan Store in Brandon Florida. Great hours .Looking for people who are ready to do what it takes to be a winner. Managers are always ready to…

Continue

Sales Tips

Posted by Jon Floyd on September 24, 2016 at 12:44pm 0 Comments

Four Human Relations Basics

Posted by Michael Hargrove on September 23, 2016 at 6:03pm 0 Comments

How much would your professional life improve if the majority of your…

Continue

What's the Deal With RankBrain?

Posted by Paul Potratz on September 23, 2016 at 4:09pm 0 Comments

Since 2015, Google has been using something called RankBrain, and it was used to process and deliver more relevant and organic search results. How? It was even a mystery to Google!

Rankbrain not…

Continue

5 Tips Before Buying a Luxury Car

Posted by Simon Leggett on September 23, 2016 at 2:30am 0 Comments

Knowing what to do and what not to do, when buying a car can make difference of hundreds or even thousands of dollars over the term of your loan and the life of your vehicle.

Before even setting a foot in dealership, make sure you’ve put…

Continue

de sponsor

newsletters

dE Sponsor

© 2016   Created by DealerELITE.   Powered by

Badges  |  Report an Issue  |  Terms of Service