Off Hours Automotive BDC Follow UP

Stan Sher of Dealer eTraining talks about the importance of following up on internet leads and opportunities during off hours. It is no surprise that a number of consumers shop online between the hours of 9pm and 2am. However, dealerships do not have a protocol to put in place to be available for the consumer. Imagine the power of being able to handle a live chat opportunity, take a phone up, or email a real response instantly when a lead arrives.

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Comment by Stan Sher on June 6, 2012 at 9:19pm

David, give me a call anytime.  Thanks.

Comment by David Jackson on June 6, 2012 at 1:27pm

Great video Stan on such a hot topic right now. I'd love to demo our instant price quotes, lease quotes and make an offer that we have created for dealers. Visitors to a dealers web site receive accurate instant quotes immediately 24/7 and the dealer gets the lead. It's a great tool for dealers especially in off hours. Let me know if we can schedule a demo sometime. I'd love to get your feedback.

Comment by Mr. Natural on June 4, 2012 at 3:48pm

Good stuff Stan...Not to mention G.M. makes a huge deal out of response times, and indeed, there seems to be a very firm link between response times (of course auto response does not count) and converting to a sale.  My department has been raked over the coals on exactly this over and over. I do have the guts to make a response call at 3:AM, but I think the latest time I ever have responded is about 11:30PM. doubt about it, when  you get an awake and alert customer who just clicked "submit" and is still sitting at his computer...he's impressed

It's too bad the logistics of making this happen 24/7/365 aren't a bit easier. One thing for sure-Low response times keep the G.M. rep. off our back.

I'm pioneering some new BDC stuff (see my latest post) and I would love to have your input on it. Perhaps I'll send you something under a different cover.

Until then,


Comment by David T. Gould on June 4, 2012 at 2:43pm

Stan. Great topic. Timely and effective lead follow up is a priority for internet success. Your Monday morning observations show your hands on experience and are correct.

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