Internet response
At the risk of being lambasted by my more distinguished and experienced colleagues, I'm posting one of my responses to an internet lead. My goal is, first and foremost to get a response; and secondly, to see if the possibility exists to make a sale. While it's unconventional, I feel that it stands out from the bland, scripted responses that consumers usually get from other salespeople. Because I want to learn from others in this business, I welcome your comments and constructive criticism.
Dear XXXXX,
Thank you for your inquiry on the 2014 Fusion. I sincerely appreciate your interest in our products and our dealership.
I believe God holds a special place in Heaven for those who show kindness and courtesy toward car salesmen. Maybe it's just me. I also believe God is a Ford guy, but I digress.
The bottom line is, if you've decided you want a Fusion, please let me know how you'd like to move forward. I promise I'll make your experience fun, enjoyable and hassle- free.
If you're still looking/ shopping/ thinking about it, that's OK, too. It really is. However, I'd like to know that as well. That way, I can keep the sweet but aggressive folks at the call center from interrupting your life with endless phone calls and e- mails.
In either event, I wish you all the best, and look forward to hearing from you soon. Feel free to respond by e- mail or just give me a call.
Sincerely,
Al
Comment
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Comment by steven chessin on August 17, 2014 at 8:20pm
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Al - Sharon makes a good point. The more words you write the greater the chance to put your foot in your mouth. "Less is more safe". Watch again what Lisa says in 8 seconds. Greeting - video offer - T.O. to sales. And she's done. She touched the bases. That increases the number of leads per month you can process. Different leads get different responses so you pick the right one to send. And then, learn some other skills.
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Comment by Al Stidham on August 17, 2014 at 7:25pm
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I appreciate all the comments, and the opportunity to learn from some of the best in the business. Thanks to all of you for taking the time to share your thoughts.
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Comment by Scott Wilson on August 17, 2014 at 6:34pm
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Al,
You told your customer to call you or email you. Ask them to come into the store! Just like people who don't ask for sale. Get to the main thing you're trying to accomplish, ask them to get into your store.
Scott
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Comment by Sharon Hill on August 17, 2014 at 4:42pm
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Al, it's warm, personable and sincere and for that I would praise the letter. However, you have two attitudes here that could seriously curtail positive response, and in fact while I'm no lawyer the one might end up getting you and your dealership in hot legal water. Mention of a Supreme Being has no place here - especially when you call her God. That not only leaves out atheists and agnostics, but as well Buddhists, Muslims and others who refer to their supreme beings by other titles. The other problem is your assumption that all people who sell vehicles are male - or perhaps you're just saying only the males get to the place you are calling Heaven? That's going to alienate a whole lot of folks, most notably female - the ones who are highly involved in 85% of vehicle transactions.
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Larry - A few words and a brief video. If you notice - the rep does a quick 'meet-and-greet' followed by a quick introduction and turn-over. "Fronter / Closer". For the moment, the customer is out of the rep's hands and is now the responsibility of the salesman. Their option is to respond to our repeated attempts to email and call or not - but they are simply a name and number on a list of many names-and-numbers to touch and then see which respond.
The greatest issue is that stores need 10 real leads per salesman per day and if that is not happening a closer to look is needed to determine why not. And it could be as simple as poor lead distribution practices.
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Mr. Hayes
Hi Larry. Expect a call soon from Joel, from our sales team. Regards, Lisa
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Comment by Larry Hayes on August 13, 2014 at 8:17am
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Very interesting response Al. It's non-confrontational, but yet, it still conveys the need to help this customer. I myself have been thinking of new and exciting ways of responding to internet leads. The area we are in, the internet leads tend to not respond most of the time. However, there are a few that do. What is surprising to me is, in this day of the internet shopper(buyer), why is that the case? My responses are non-confrontational and I respond quickly to all internet leads. It must be me. I really don't have the answer. I think I will give your idea a shot and see how I fair with it. Thank you for this post! Have a great day, and happy selling!
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people prefer to watch her than read me
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Thank you for the information, Steven. I can see how your approach would be effective. Nice job!
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Al - I like that you a looking for a unique technique. Experienced colleagues that would attack your motivations and ideas demonstrate their own inexperience and poor training. In this business "trolls", "haters" and "fremenies" burn-out. Those that last are "ducks in the rain".
I have an approach that I teach. There is a lot to it - but - here's the part that would interest you the most.
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