Are You Chatting??? Chat your Way to Automotive Sales
The Shift <ul><li>Informational to Conversational </li></ul>
Why Chat? <ul><li>Solved a Problem </li></ul><ul><li>12,000 Unique Visitors </li></ul><ul><li>300 Leads </li></ul><ul><li>...
Agenda <ul><li>Connecting with Site Visitors </li></ul><ul><li>Modifying your Sales System </li></ul><ul><li>Increase your...
Connecting With Site Visitors
Connecting With Site Visitors <ul><li>Proactive Engagement </li></ul><ul><li>Passive Engagement </li></ul>
Connecting With Site Visitors <ul><li>Right Messaging Right Time </li></ul>
Connecting With Site Visitors <ul><li>5 Second Rule </li></ul>
Connecting With Site Visitors <ul><li>I don’t mean to interrupt </li></ul><ul><li>Would you like assistance with that </li...
Connecting With Site Visitors <ul><li>Imbedding the Keywords into the Offer </li></ul><ul><li>Only Way to Establish SEM RO...
Connecting With Site Visitors <ul><li>High Probability Pages </li></ul><ul><li>Alert System </li></ul>
Connecting With Site Visitors <ul><li>Fixing Holes in Your Site Process </li></ul>
Modify Your Sales System
Modify Your Sales System <ul><li>Dedicated Staff </li></ul><ul><li>100 Words Per Minute </li></ul>
Modify Your Sales System <ul><li>Steering the conversation </li></ul><ul><li>Two Option Sales Approach  </li></ul>
Modify Your Sales System <ul><li>Transition from Chat to Phone </li></ul>
Increase Your Site Conversion
Increase Your Site Conversion <ul><li>Repeat Site Visitors </li></ul><ul><li>Trend Spotting with Chat </li></ul><ul><li>Ch...
Four Step Conversion Process <ul><li>Establish Rapport </li></ul><ul><li>Steer the Conversation </li></ul><ul><li>Give opt...
Management Oversight <ul><li>Chat Reviews </li></ul><ul><li>Process Improvements </li></ul><ul><li>Real-Time Chat Monitori...
Repeat Site Visitors <ul><li>Relational Management </li></ul>
Trend Spotting in Chat Sessions <ul><li>Keywords </li></ul><ul><li>Click Paths </li></ul>
Chat to Sales Metrics <ul><li>3-4% Website Visitors Engage in a Conversation </li></ul><ul><li>75%-90% 3 Point Data Captur...
Processing Data <ul><li>Real Time Data Capture </li></ul><ul><li>Process and Act </li></ul>
Prospect Next Step <ul><li>Chat to Email </li></ul><ul><li>Chat to Phone </li></ul><ul><li>Chat to Appointment </li></ul>
Service / Parts <ul><li>Book Service Online </li></ul><ul><li>Provide Service / Parts Information </li></ul><ul><li>Improv...
Typical Dealership Breakdown <ul><li>3000 Unique Visitors </li></ul><ul><li>30-50 Leads Per Month </li></ul><ul><li>2950 A...
The Future <ul><li>Mobile Phone Chat </li></ul>
The Future <ul><li>Extended Data </li></ul><ul><ul><li>Lead Scoring </li></ul></ul><ul><ul><li>FICO Scores </li></ul></ul>
The Future <ul><li>Combining Chat with Video </li></ul>
DMS Integration <ul><li>Real Time One to One Experience </li></ul><ul><li>Advanced ROI Reporting </li></ul>
Question
Todd Smith [email_address]
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Automotive Chat Software Presentation

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Helping dealership engage more online visiting using chat software or managed chat services. Learn what works when dealing with shoppers on your dealership website.

Published in: Automotive, Technology, Business
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  • Automotive Chat Software Presentation

    1. 1. Are You Chatting??? Chat your Way to Automotive Sales
    2. 2. The Shift <ul><li>Informational to Conversational </li></ul>
    3. 3. Why Chat? <ul><li>Solved a Problem </li></ul><ul><li>12,000 Unique Visitors </li></ul><ul><li>300 Leads </li></ul><ul><li>11,700 Missed Opportunities </li></ul>
    4. 4. Agenda <ul><li>Connecting with Site Visitors </li></ul><ul><li>Modifying your Sales System </li></ul><ul><li>Increase your Site Conversion </li></ul>
    5. 5. Connecting With Site Visitors
    6. 6. Connecting With Site Visitors <ul><li>Proactive Engagement </li></ul><ul><li>Passive Engagement </li></ul>
    7. 7. Connecting With Site Visitors <ul><li>Right Messaging Right Time </li></ul>
    8. 8. Connecting With Site Visitors <ul><li>5 Second Rule </li></ul>
    9. 9. Connecting With Site Visitors <ul><li>I don’t mean to interrupt </li></ul><ul><li>Would you like assistance with that </li></ul><ul><li>We have additional information on that vehicle if you would like it </li></ul><ul><li>Are you looking for new or pre-owned? </li></ul>
    10. 10. Connecting With Site Visitors <ul><li>Imbedding the Keywords into the Offer </li></ul><ul><li>Only Way to Establish SEM ROI </li></ul>
    11. 11. Connecting With Site Visitors <ul><li>High Probability Pages </li></ul><ul><li>Alert System </li></ul>
    12. 12. Connecting With Site Visitors <ul><li>Fixing Holes in Your Site Process </li></ul>
    13. 13. Modify Your Sales System
    14. 14. Modify Your Sales System <ul><li>Dedicated Staff </li></ul><ul><li>100 Words Per Minute </li></ul>
    15. 15. Modify Your Sales System <ul><li>Steering the conversation </li></ul><ul><li>Two Option Sales Approach </li></ul>
    16. 16. Modify Your Sales System <ul><li>Transition from Chat to Phone </li></ul>
    17. 17. Increase Your Site Conversion
    18. 18. Increase Your Site Conversion <ul><li>Repeat Site Visitors </li></ul><ul><li>Trend Spotting with Chat </li></ul><ul><li>Chat to Sales Metrics </li></ul>
    19. 19. Four Step Conversion Process <ul><li>Establish Rapport </li></ul><ul><li>Steer the Conversation </li></ul><ul><li>Give options </li></ul><ul><li>Provide Information </li></ul>
    20. 20. Management Oversight <ul><li>Chat Reviews </li></ul><ul><li>Process Improvements </li></ul><ul><li>Real-Time Chat Monitoring with Whisper </li></ul><ul><li>Conversational Adjustment </li></ul>
    21. 21. Repeat Site Visitors <ul><li>Relational Management </li></ul>
    22. 22. Trend Spotting in Chat Sessions <ul><li>Keywords </li></ul><ul><li>Click Paths </li></ul>
    23. 23. Chat to Sales Metrics <ul><li>3-4% Website Visitors Engage in a Conversation </li></ul><ul><li>75%-90% 3 Point Data Capture </li></ul><ul><ul><li>Full Name </li></ul></ul><ul><ul><li>Email </li></ul></ul><ul><ul><li>Phone </li></ul></ul><ul><li>Extended Data </li></ul><ul><ul><li>Product of Interest </li></ul></ul><ul><ul><li>Trade Information </li></ul></ul>
    24. 24. Processing Data <ul><li>Real Time Data Capture </li></ul><ul><li>Process and Act </li></ul>
    25. 25. Prospect Next Step <ul><li>Chat to Email </li></ul><ul><li>Chat to Phone </li></ul><ul><li>Chat to Appointment </li></ul>
    26. 26. Service / Parts <ul><li>Book Service Online </li></ul><ul><li>Provide Service / Parts Information </li></ul><ul><li>Improved CSI </li></ul>
    27. 27. Typical Dealership Breakdown <ul><li>3000 Unique Visitors </li></ul><ul><li>30-50 Leads Per Month </li></ul><ul><li>2950 Anonymous Opportunities </li></ul><ul><li>85-115 Chat Per Month 3%-4% </li></ul><ul><li>72-96 Additional Leads 80% </li></ul>
    28. 28. The Future <ul><li>Mobile Phone Chat </li></ul>
    29. 29. The Future <ul><li>Extended Data </li></ul><ul><ul><li>Lead Scoring </li></ul></ul><ul><ul><li>FICO Scores </li></ul></ul>
    30. 30. The Future <ul><li>Combining Chat with Video </li></ul>
    31. 31. DMS Integration <ul><li>Real Time One to One Experience </li></ul><ul><li>Advanced ROI Reporting </li></ul>
    32. 32. Question
    33. 33. Todd Smith [email_address]
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