Published 08 Apr 2020
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Answering online enquiries has been taking place for many years now, and despite the shift to online for many buyers during their research phase it’s still an area that the majority fall short.
Whether this is with old school tactics of trying to get a phone number, or just blatant disregards for any one that enquires online, the reality is its been a super important part of a dealership business that needed to be perfected, and now given that there is likely to be an even greater shift to online, it’s quite frankly of paramount importance.
Do these three things well, every time and you will convert more online enquiry, to appointments, to test drives, to sales, it’s as simple as that. This is the easiest way to sell more cars.
Here are some dealer reply examples for you to review and think about from the customer’s perspective.
This customer has enquired on a Thursday night at 7pm on four vehicles across four dealerships, trying to determine which dealership they will visit on the upcoming weekend:
The leather is super soft and unmarked, would you prefer the full leather, or were you more interested in a half leather or cloth option? Leather is amazing for kids, as it is so easy to clean.
I’d also like to point out that this vehicle has the side curtain airbags being a massive safety plus, and the tinted windows not only help keeping the car cooler in summer, but are great for reducing glare into children’s eyes.
Are there any other safety aspects or features that you’d like to know about that could help you? I’m happy to answer any questions you may have, at any time.
Thanks again for contacting our dealership, we will do our best in making your car buying journey enjoyable as we can.Cheers."
It’s pretty obvious which dealership answering the exact same enquiry as the others increased their chances of getting the customers ongoing communication, or even better their business on the weekend for a test drive and possible purchase.
Now think about how you respond to online enquiries compared to the above responses. If you were in the customers shoes would you chose your dealership?
Repond promptly, answer questions, be informative and engage in conversation!
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