1. Internet/BDC Department Follow-Up
Process that Gets Results!
By Jason Parman
1. I have adopted a new form of communication to customers in the way of
video. Co-video has an awesome system that allows you to make a video
of yourself and e-mail it to the customer. I have gotten great response
from our customers and this is really on the cutting edge of dealership
marketing. People love Youtube, so why not make a personalized
follow-up video instead of e-mail. This will really differentiate your
dealership from the rest and the customer will be more likely to
respond to you instead of your competitors.
2. If the customer provides a phone number I will call them also because if
they hear from you first and you’re in their mind first they are more
likely to visit your dealership first. Keep calling throughout the day
until you get an actual voice. Set an appointment for today or the first
day that they are able to come into the dealership. Persistence equals
excellence! Customers want to feel like they are the last sale that you
will ever have, so make them feel that way from your first contact with
them until your last. You are constantly building rapport with them
from the very first contact, whether it may be by e-mail or phone. This
respect is what will create repeat business along with referral business
as well!
3. On Day 2 I will call the customer again and e-mail them to let them
know the current availability of the vehicle that they inquired about. If
you could not schedule an appointment the previous day try again
today. Don’t forget that the main purpose of the Internet
Department/BDC Center is to get those contacts in the door. Reiterate

2. some important facts about the dealership’s finance, service and parts
department. You are not only building rapport in you but the
dealership as well. The more rapport (trust) that you build with the
customer the less objections the will have when they get to the
dealership and deal with the salesman.
4. Day 3 where most process call for a rest on this day, I like to shoot the
customer another e-mail just to keep the dealership fresh in their
minds. Though this day might as well be a repeat of Day 2, please
remember and I know that I am wearing this out, keep building the
value of yourself and the dealership.
5. Day 4 to contact or not to contact that is the question? I choose to do
both, if a customer is on a vehicle that I know will not last long I will call
and reiterate that the vehicle is extremely hot and that it will not last
long. I like to create since of urgency in the customer with the e-mail or
the phone call.
6. On Day 5 I call and e-mail again to reiterate the special internet price
to the customer, I will make sure that the customer know that the
dealership has some of the lowest prices within a 200 mile radius and
that we want to make their experience with the dealership both
pleasant and hassle free.
7. Rest this lead on Day 6 and continue with your follow-up e-mail and
calls on Day 7. After Day 7 continue your follow-up e-mail’s and calls
every 3-5 days until the lead has told you they are no longer in the
market or have bought somewhere else.
In conclusion, if you find any areas that you would like to add too, please
feel free to add to it and make it your own.
Thanks
Jason Parman