SlideShare a Scribd company logo
ATTRACT
INTERACT
RESPOND
SELL
SERVICE
RETAIN
Dealer Internet Battle Plan IV
Lead Management Strategy & Tactics
A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia
January 18 - 20 in Atlanta, GA with:
Diversified Lead Sources
Dealer Control of Multiple Websites
• Creating multiple unique lead sources, the total “population” of
incoming sales leads can be segmented by a variety of characteristics
that create groups of prospects with similar wants and needs…
• Designated dealership ISS resources can be assigned and their
response attributes executed in a manner optimized for each specific
lead source (site) and the nature of the customer’s inquiry (lead form
used) so that maximum sales close rates are achieved…
• Matching each lead to the optimum sales resource based on their
performance history and lead response process activities is more
significant to close rates than “lead scoring” by itself!
A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia
www.Phoenix-Courtesy-Chevrolet.com
A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia
Phone and Chat
have increased
dramatically since
2008, while lead
form completion
rates have
declined.
A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia
www.CourtesyChev.com
A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia
Engagement versus One-Way
Information Push
A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia
A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia
A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia
A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia
Response Time & Content
 How much impact does “What” an Internet Sales
Specialists does have on whether or not the lead is sold?
 How much are results effected by “When” you do it?
Two critical sales closing factors:
1. Timing
2. Lead Response Attributes
A: Increasing Closing Ratios is not
“Just About” Response Times…
Q: Why the variations?
A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia
Top 4
Ways to
Close
More
Sales to
Leads
Received
Dealer Response Attributes
Experienced by Customers
within 24 hours of
Submitting an Inquiry (Lead)
Purchase
Responde
nts* who
DID NOT
experience
the
attribute
% of
Purchase*
among the
Leads who
DID
Experience
the attribute
Statistical
Correlation
Factor of
Response
attribute
with
Vehicle
Purchase
#1
Make Direct Phone Contact with Customer
(after sending Email w/availability & prices) 17% 27% 11
#2 Send Price Quotes by Email to Customer 20% 27% 9
#3
Contact Customer more than once by
Email and Telephone (within First 24 Hours) 21% 25% 5
#4
Make sure Customers are either Completely or
Very Satisfied with the Lead Response 21% 24% 3
*Survey Participants who Purchased a Vehicle were identified via RDR data cross reference and matching with Internet Lead Data
Recent Marketing research (Q1, 2010) confirms the Lead Management
Practices collected during “Best In Class” Dealer Benchmark studies.
How to sell more vehicles to customers that submit Internet leads…
Without relying on opinions or seat of the pants management!
April 17, 2017 Copyright © 2011 Ralph Paglia – All Rights Reserved
5 Lead Management Activities that Drive
Lead-to-Sales conversion at 400% higher rate*
1. Consumer received price quote(s) by email
within first 24 hours
2. Direct customer phone contact made by
Salesperson within first 24 hours
3. Salesperson confirmed availability of multiple
vehicles within first 24 hours
4. Salesperson showed genuine interest
5. Customer contacted more than once within first
24 hours
*Source: Morpace 24 hour survey and RDR sales Data
(new 2010 study reconfirms close ratio impact factors)
A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia
January 18 - 20 in Atlanta, GA with:
Lead-to-Sales Close Rate Improvement Action Items
Dealership LMP Review
 Survey customers who didn’t purchase
 Review Lead Management Tool for a
sampling of previous responses
 Score first personalized responses using
the eBusiness Evaluation System
© Copyright 2011 Ralph Paglia
A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N
Monday, April 17, 2017
Sold Leads – First Response Examples
© Copyright 2011 Ralph Paglia
A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N
Monday, April 17, 2017
Sold Leads – First Response Examples
© Copyright 2011 Ralph Paglia
A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N
Monday, April 17, 2017
Sold Leads – First Response Examples
A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia
January 18 - 20 in Atlanta, GA with:
Actual Leads – First Response Examples
Pay attention to details in
outbound emails before
hitting the “Send” button!!!
Pay attention to details in
outbound emails before
hitting the “Send” button!!!
New Autoresponse
validates customer
contact info and
seeks corrections
New Autoresponse invites
customer to visit
CourtesyChev.com by
providing direct links to
specific sections of value
3 Phone Numbers! (Work/Home/Cell)
How important are Phone #’s???
© Copyright 2011 Ralph Paglia
A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N
April 17, 2017
1. Automated Email Reply acknowledging receipt –
Verify Customer Contact Info & ask for more
2. Personalized Email within 20 minutes of business day
that provides price quotes on 4 vehicles and sets
stage for a follow-up telephone call within 15 minutes
3. First Phone Call to customer: verify receipt of email
and schedule a demo/test drive appointment
4. Appointment Confirmation by Email and Telephone
5. Instruct customer to check in at reception desk, ASM
reviews agenda upon customer arrival, introduces ISS
who sells & delivers the vehicle
6. Follow-up Email that sets the stage for referrals and
additional business, to be routed to ISS who sold car
Lead Management
PROCESS 101
© Copyright 2011 Ralph Paglia
A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N
First Call After Sending Personalized Email
April 17, 2017
1. Verify customer has received the email with price quotes on 4 vehicles.
If relevant, obtain customer’s “REAL” email address and schedule a
follow-up call after re-sending quotes to new email address (work)
2. Establish what is most important to your customer by following the Courtesy
Chevrolet Internet Price-Quote Follow-up word track
3. Set the stage for your Customer’s expectations…
Create a buying “Plan” during the conversation
4. Schedule appointment for a vehicle presentation
and test drive at dealership or customer’s location
5. Follow-up with email confirmation of appointment
6. Prepare for appointment by locating vehicle(s)
and ensuring their availability for demo drive
Purpose:
Phone Follow-up
Telephone Process
• 85% of Web visitors who contact the dealership before
coming into the showroom, use the phone
• Direct Phone contact (after responding to an Internet
lead by email), has the greatest impact on increasing sales
closing ratios
Phone Follow-Up Sales Strategy (FUSS):
• Focus on having a set of objectives in front of us, each
time we make a message follow-up call
• Word Tracks (scripts) used for training and collecting
customer information during each call that is made
immediately after sending personalized email response
© Copyright 2011 Ralph Paglia
A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N
The Bottom Line
1. Customer has spent up to 6 hours in researching
a vehicle online before sending us a lead
2. Selected YOUR dealership as their chosen dealer
3. Requested a “price quote” on a vehicle
They are more likely to buy from you, if you…
1. Respond quickly – without “fluff and puff”
2. Confirm vehicle availability – with alternatives
3. Provide a fair price quote – multiple vehicles
4. Contact them by phone – verify receipt of email
April 17, 2017
© Copyright 2011 Ralph Paglia
A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N
Vehicle Shopper Behavioral Profiles¹
April 17, 2017
1Profile Index of 100 equates to the industry average
Automotive
Internet Users
(AIU)
Non-Internet
Shoppers (NIS)
Non-Internet
Users (NIU)
Time Investors 137 37 50
Product Experts 113 76 85
Price Sensitive 112 73 91
Dealerphobes 112 89 74
Empowered
Negotiators
100 96 103
April 17, 2017 Copyright © 2005 Ralph Paglia – All Rights Reserved
Managing Your Assigned Leads;
New Leads / Not Yet Responded
April 17, 2017 Copyright © 2005 Ralph Paglia – All Rights Reserved
Managing Your Assigned Leads;
Emails Received / Not Yet Responded
April 17, 2017 Copyright © 2005 Ralph Paglia – All Rights Reserved
Managing Your Assigned Leads;
Scheduled Telephone Appointments / Completed
A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia
January 18 - 20 in Atlanta, GA with:
Proactive Sales Management Responsibility for Leads…
Dormant
Leads
RFQ Lead Management
Lead Response Process (LRP):
Automated Reply w/Info Validation Request
First Email w/Price Quotes on 4 Vehicles
Phone follow-up to verify receipt of email…
and to get a demo/test drive appointment!
Email Confirmation when Voicemail is left
Get second email address during phone call
Outbound Follow-up Calls made by BDC
Inbound eSales Calls handled by BDC
Appointment Reception sets stage for the Sale

More Related Content

What's hot

PHCC Connect - Go big with you internet marketing plan in 2014 and beyond
PHCC Connect - Go big with you internet marketing plan in 2014 and beyondPHCC Connect - Go big with you internet marketing plan in 2014 and beyond
PHCC Connect - Go big with you internet marketing plan in 2014 and beyond
Seven Figure Agency
 
Local SEO 101 presentation for Oct. 20th Workshop N
Local SEO 101 presentation for Oct. 20th Workshop NLocal SEO 101 presentation for Oct. 20th Workshop N
Local SEO 101 presentation for Oct. 20th Workshop N
Parnell Pierre-Louis
 
Inbound Recruiting: the Candidate and Employee Experience
Inbound Recruiting: the Candidate and Employee Experience Inbound Recruiting: the Candidate and Employee Experience
Inbound Recruiting: the Candidate and Employee Experience
Lane Sutton
 
Getting Leads with Search Engine Optimization (SEO)
Getting Leads with Search Engine Optimization (SEO)Getting Leads with Search Engine Optimization (SEO)
Getting Leads with Search Engine Optimization (SEO)
ER Marketing
 
The New SEO Formula for Window Treatment & Awning Companies
The New SEO Formula for Window Treatment & Awning CompaniesThe New SEO Formula for Window Treatment & Awning Companies
The New SEO Formula for Window Treatment & Awning Companies
Will Hanke
 
Data Management for Local Search
Data Management for Local SearchData Management for Local Search
Data Management for Local Search
Ignitor Digital
 
Shane Media DMA - A Guide To Local Seo
Shane Media DMA - A Guide To Local SeoShane Media DMA - A Guide To Local Seo
Shane Media DMA - A Guide To Local Seo
Shane Media DMA
 
3 Secrets To Building A Real Estate Team (that won't drive you crazy)
3 Secrets To Building A Real Estate Team (that won't drive you crazy)3 Secrets To Building A Real Estate Team (that won't drive you crazy)
3 Secrets To Building A Real Estate Team (that won't drive you crazy)
HomesPro from Homes.com
 
Thriving and Surviving in Local Search at #stateofsearch
Thriving and Surviving in Local Search at #stateofsearchThriving and Surviving in Local Search at #stateofsearch
Thriving and Surviving in Local Search at #stateofsearch
Search Influence
 
Local SEO Presentation
Local SEO PresentationLocal SEO Presentation
Local SEO Presentation
Vivek Patel
 
In2itive Search - Willamette Marketing Class - All Things SEO
In2itive Search - Willamette Marketing Class - All Things SEOIn2itive Search - Willamette Marketing Class - All Things SEO
In2itive Search - Willamette Marketing Class - All Things SEO
Intuitive Digital
 
How to Perform SEO Audits
How to Perform SEO AuditsHow to Perform SEO Audits
How to Perform SEO Audits
alanbleiweiss
 
Why local search should be part of your e-commerce strategy
Why local search should be part of your e-commerce strategyWhy local search should be part of your e-commerce strategy
Why local search should be part of your e-commerce strategy
MiShop.local Ltd
 
Local SEO Best Practices
Local SEO Best PracticesLocal SEO Best Practices
Local SEO Best Practices
Rich Owings
 
Local SEO: How to Totally Own in Google
Local SEO: How to Totally Own in GoogleLocal SEO: How to Totally Own in Google
Local SEO: How to Totally Own in Google
Laura Grimes Alter
 
Landing Page Optimisation
Landing Page Optimisation Landing Page Optimisation
Landing Page Optimisation
Chris Soergel
 
Website usability in a short attention span world
Website usability in a short attention span worldWebsite usability in a short attention span world
Website usability in a short attention span world
RezStream
 
Local SEO in 2018
Local SEO in 2018Local SEO in 2018
Local SEO in 2018
Joe Youngblood
 
Local Intent - Jordan Kasteler - Pubcon Austin 20176
Local Intent - Jordan Kasteler - Pubcon Austin 20176Local Intent - Jordan Kasteler - Pubcon Austin 20176
Local Intent - Jordan Kasteler - Pubcon Austin 20176
Jordan Kasteler
 

What's hot (19)

PHCC Connect - Go big with you internet marketing plan in 2014 and beyond
PHCC Connect - Go big with you internet marketing plan in 2014 and beyondPHCC Connect - Go big with you internet marketing plan in 2014 and beyond
PHCC Connect - Go big with you internet marketing plan in 2014 and beyond
 
Local SEO 101 presentation for Oct. 20th Workshop N
Local SEO 101 presentation for Oct. 20th Workshop NLocal SEO 101 presentation for Oct. 20th Workshop N
Local SEO 101 presentation for Oct. 20th Workshop N
 
Inbound Recruiting: the Candidate and Employee Experience
Inbound Recruiting: the Candidate and Employee Experience Inbound Recruiting: the Candidate and Employee Experience
Inbound Recruiting: the Candidate and Employee Experience
 
Getting Leads with Search Engine Optimization (SEO)
Getting Leads with Search Engine Optimization (SEO)Getting Leads with Search Engine Optimization (SEO)
Getting Leads with Search Engine Optimization (SEO)
 
The New SEO Formula for Window Treatment & Awning Companies
The New SEO Formula for Window Treatment & Awning CompaniesThe New SEO Formula for Window Treatment & Awning Companies
The New SEO Formula for Window Treatment & Awning Companies
 
Data Management for Local Search
Data Management for Local SearchData Management for Local Search
Data Management for Local Search
 
Shane Media DMA - A Guide To Local Seo
Shane Media DMA - A Guide To Local SeoShane Media DMA - A Guide To Local Seo
Shane Media DMA - A Guide To Local Seo
 
3 Secrets To Building A Real Estate Team (that won't drive you crazy)
3 Secrets To Building A Real Estate Team (that won't drive you crazy)3 Secrets To Building A Real Estate Team (that won't drive you crazy)
3 Secrets To Building A Real Estate Team (that won't drive you crazy)
 
Thriving and Surviving in Local Search at #stateofsearch
Thriving and Surviving in Local Search at #stateofsearchThriving and Surviving in Local Search at #stateofsearch
Thriving and Surviving in Local Search at #stateofsearch
 
Local SEO Presentation
Local SEO PresentationLocal SEO Presentation
Local SEO Presentation
 
In2itive Search - Willamette Marketing Class - All Things SEO
In2itive Search - Willamette Marketing Class - All Things SEOIn2itive Search - Willamette Marketing Class - All Things SEO
In2itive Search - Willamette Marketing Class - All Things SEO
 
How to Perform SEO Audits
How to Perform SEO AuditsHow to Perform SEO Audits
How to Perform SEO Audits
 
Why local search should be part of your e-commerce strategy
Why local search should be part of your e-commerce strategyWhy local search should be part of your e-commerce strategy
Why local search should be part of your e-commerce strategy
 
Local SEO Best Practices
Local SEO Best PracticesLocal SEO Best Practices
Local SEO Best Practices
 
Local SEO: How to Totally Own in Google
Local SEO: How to Totally Own in GoogleLocal SEO: How to Totally Own in Google
Local SEO: How to Totally Own in Google
 
Landing Page Optimisation
Landing Page Optimisation Landing Page Optimisation
Landing Page Optimisation
 
Website usability in a short attention span world
Website usability in a short attention span worldWebsite usability in a short attention span world
Website usability in a short attention span world
 
Local SEO in 2018
Local SEO in 2018Local SEO in 2018
Local SEO in 2018
 
Local Intent - Jordan Kasteler - Pubcon Austin 20176
Local Intent - Jordan Kasteler - Pubcon Austin 20176Local Intent - Jordan Kasteler - Pubcon Austin 20176
Local Intent - Jordan Kasteler - Pubcon Austin 20176
 

Similar to Automotive Lead Management Process by Ralph Paglia

Dibp4 growinginternetbd cv4
Dibp4 growinginternetbd cv4Dibp4 growinginternetbd cv4
Dibp4 growinginternetbd cv4
Ralph Paglia
 
Courtesy Chevy Internet Sales Lead Management Process
Courtesy Chevy Internet Sales Lead Management ProcessCourtesy Chevy Internet Sales Lead Management Process
Courtesy Chevy Internet Sales Lead Management Process
Ralph Paglia
 
Courtesy Chevrolet Sales Lead Management ProcessCourtesy Chevrolet Sales Lead...
Courtesy Chevrolet Sales Lead Management ProcessCourtesy Chevrolet Sales Lead...Courtesy Chevrolet Sales Lead Management ProcessCourtesy Chevrolet Sales Lead...
Courtesy Chevrolet Sales Lead Management ProcessCourtesy Chevrolet Sales Lead...
Social Media Marketing
 
How High-Performance Sales Teams Squeeze The Most Out of Every Lead
How High-Performance Sales Teams Squeeze The Most Out of Every LeadHow High-Performance Sales Teams Squeeze The Most Out of Every Lead
How High-Performance Sales Teams Squeeze The Most Out of Every Lead
InsideSales.com
 
Live Chat for Dealerships Digital Dealer 9 Presentation
Live Chat for Dealerships Digital Dealer 9 PresentationLive Chat for Dealerships Digital Dealer 9 Presentation
Live Chat for Dealerships Digital Dealer 9 Presentation
360Converge, Inc.
 
Cars dal-set thestageforwinningthesale
Cars dal-set thestageforwinningthesaleCars dal-set thestageforwinningthesale
Cars dal-set thestageforwinningthesale
Social Media Marketing
 
Cars dal-set thestageforwinningthesale
Cars dal-set thestageforwinningthesaleCars dal-set thestageforwinningthesale
Cars dal-set thestageforwinningthesale
Ralph Paglia
 
Ahm lmp day 1 11 05-03
Ahm lmp day 1 11 05-03Ahm lmp day 1 11 05-03
Ahm lmp day 1 11 05-03
Ralph Paglia
 
SMX - 3 Often Missed Google Analytics Reports (That Can Make Your Business Mo...
SMX - 3 Often Missed Google Analytics Reports (That Can Make Your Business Mo...SMX - 3 Often Missed Google Analytics Reports (That Can Make Your Business Mo...
SMX - 3 Often Missed Google Analytics Reports (That Can Make Your Business Mo...
Helen Overland
 
The Hidden Sales Cycle: the new role of marketing
The Hidden Sales Cycle: the new role of marketingThe Hidden Sales Cycle: the new role of marketing
The Hidden Sales Cycle: the new role of marketing
spotONvision - B2B Marketing
 
11 Tips From the Front Lines to Optimize Your Multichannel Marketing Campaigns
11 Tips From the Front Lines to Optimize Your Multichannel Marketing Campaigns 11 Tips From the Front Lines to Optimize Your Multichannel Marketing Campaigns
11 Tips From the Front Lines to Optimize Your Multichannel Marketing Campaigns
Vivastream
 
Recruitment Marketing Destination Webinar
Recruitment Marketing Destination WebinarRecruitment Marketing Destination Webinar
Recruitment Marketing Destination Webinar
AppVault
 
Close Sales Faster By Combining Data & Artificial Intelligence
Close Sales Faster By Combining Data & Artificial IntelligenceClose Sales Faster By Combining Data & Artificial Intelligence
Close Sales Faster By Combining Data & Artificial Intelligence
accessamg
 
Turning Automotive Marketing Ideas Into Actions
Turning Automotive Marketing Ideas Into ActionsTurning Automotive Marketing Ideas Into Actions
Turning Automotive Marketing Ideas Into Actions
Brian Pasch
 
The Future of Paid Search
The Future of Paid SearchThe Future of Paid Search
The Future of Paid Search
Tinuiti
 
Leading in Local! Advance Auto Parts Discusses How To Win The Local Marketing...
Leading in Local! Advance Auto Parts Discusses How To Win The Local Marketing...Leading in Local! Advance Auto Parts Discusses How To Win The Local Marketing...
Leading in Local! Advance Auto Parts Discusses How To Win The Local Marketing...
Placeable
 
LEVERAGING ACCOUNT-BASED MARKETING AND ACCOUNT-BAS
LEVERAGING ACCOUNT-BASED MARKETING AND ACCOUNT-BASLEVERAGING ACCOUNT-BASED MARKETING AND ACCOUNT-BAS
LEVERAGING ACCOUNT-BASED MARKETING AND ACCOUNT-BAS
InsideSales.com
 
How High Performance B2B Sales Teams Squeeze The Most Out Of Every Lead
How High Performance B2B Sales Teams Squeeze The Most Out Of Every LeadHow High Performance B2B Sales Teams Squeeze The Most Out Of Every Lead
How High Performance B2B Sales Teams Squeeze The Most Out Of Every Lead
LeadGenius
 
How To Fix (A New) Call Center
How To Fix (A New) Call CenterHow To Fix (A New) Call Center
How To Fix (A New) Call Center
Ron Ryan & Associates
 
Gaining Traction: Inbound Marketing for Startups
Gaining Traction: Inbound Marketing for StartupsGaining Traction: Inbound Marketing for Startups
Gaining Traction: Inbound Marketing for Startups
Rand Fishkin
 

Similar to Automotive Lead Management Process by Ralph Paglia (20)

Dibp4 growinginternetbd cv4
Dibp4 growinginternetbd cv4Dibp4 growinginternetbd cv4
Dibp4 growinginternetbd cv4
 
Courtesy Chevy Internet Sales Lead Management Process
Courtesy Chevy Internet Sales Lead Management ProcessCourtesy Chevy Internet Sales Lead Management Process
Courtesy Chevy Internet Sales Lead Management Process
 
Courtesy Chevrolet Sales Lead Management ProcessCourtesy Chevrolet Sales Lead...
Courtesy Chevrolet Sales Lead Management ProcessCourtesy Chevrolet Sales Lead...Courtesy Chevrolet Sales Lead Management ProcessCourtesy Chevrolet Sales Lead...
Courtesy Chevrolet Sales Lead Management ProcessCourtesy Chevrolet Sales Lead...
 
How High-Performance Sales Teams Squeeze The Most Out of Every Lead
How High-Performance Sales Teams Squeeze The Most Out of Every LeadHow High-Performance Sales Teams Squeeze The Most Out of Every Lead
How High-Performance Sales Teams Squeeze The Most Out of Every Lead
 
Live Chat for Dealerships Digital Dealer 9 Presentation
Live Chat for Dealerships Digital Dealer 9 PresentationLive Chat for Dealerships Digital Dealer 9 Presentation
Live Chat for Dealerships Digital Dealer 9 Presentation
 
Cars dal-set thestageforwinningthesale
Cars dal-set thestageforwinningthesaleCars dal-set thestageforwinningthesale
Cars dal-set thestageforwinningthesale
 
Cars dal-set thestageforwinningthesale
Cars dal-set thestageforwinningthesaleCars dal-set thestageforwinningthesale
Cars dal-set thestageforwinningthesale
 
Ahm lmp day 1 11 05-03
Ahm lmp day 1 11 05-03Ahm lmp day 1 11 05-03
Ahm lmp day 1 11 05-03
 
SMX - 3 Often Missed Google Analytics Reports (That Can Make Your Business Mo...
SMX - 3 Often Missed Google Analytics Reports (That Can Make Your Business Mo...SMX - 3 Often Missed Google Analytics Reports (That Can Make Your Business Mo...
SMX - 3 Often Missed Google Analytics Reports (That Can Make Your Business Mo...
 
The Hidden Sales Cycle: the new role of marketing
The Hidden Sales Cycle: the new role of marketingThe Hidden Sales Cycle: the new role of marketing
The Hidden Sales Cycle: the new role of marketing
 
11 Tips From the Front Lines to Optimize Your Multichannel Marketing Campaigns
11 Tips From the Front Lines to Optimize Your Multichannel Marketing Campaigns 11 Tips From the Front Lines to Optimize Your Multichannel Marketing Campaigns
11 Tips From the Front Lines to Optimize Your Multichannel Marketing Campaigns
 
Recruitment Marketing Destination Webinar
Recruitment Marketing Destination WebinarRecruitment Marketing Destination Webinar
Recruitment Marketing Destination Webinar
 
Close Sales Faster By Combining Data & Artificial Intelligence
Close Sales Faster By Combining Data & Artificial IntelligenceClose Sales Faster By Combining Data & Artificial Intelligence
Close Sales Faster By Combining Data & Artificial Intelligence
 
Turning Automotive Marketing Ideas Into Actions
Turning Automotive Marketing Ideas Into ActionsTurning Automotive Marketing Ideas Into Actions
Turning Automotive Marketing Ideas Into Actions
 
The Future of Paid Search
The Future of Paid SearchThe Future of Paid Search
The Future of Paid Search
 
Leading in Local! Advance Auto Parts Discusses How To Win The Local Marketing...
Leading in Local! Advance Auto Parts Discusses How To Win The Local Marketing...Leading in Local! Advance Auto Parts Discusses How To Win The Local Marketing...
Leading in Local! Advance Auto Parts Discusses How To Win The Local Marketing...
 
LEVERAGING ACCOUNT-BASED MARKETING AND ACCOUNT-BAS
LEVERAGING ACCOUNT-BASED MARKETING AND ACCOUNT-BASLEVERAGING ACCOUNT-BASED MARKETING AND ACCOUNT-BAS
LEVERAGING ACCOUNT-BASED MARKETING AND ACCOUNT-BAS
 
How High Performance B2B Sales Teams Squeeze The Most Out Of Every Lead
How High Performance B2B Sales Teams Squeeze The Most Out Of Every LeadHow High Performance B2B Sales Teams Squeeze The Most Out Of Every Lead
How High Performance B2B Sales Teams Squeeze The Most Out Of Every Lead
 
How To Fix (A New) Call Center
How To Fix (A New) Call CenterHow To Fix (A New) Call Center
How To Fix (A New) Call Center
 
Gaining Traction: Inbound Marketing for Startups
Gaining Traction: Inbound Marketing for StartupsGaining Traction: Inbound Marketing for Startups
Gaining Traction: Inbound Marketing for Startups
 

More from Ralph Paglia

Adm consulting reputation management v5
Adm consulting reputation management v5Adm consulting reputation management v5
Adm consulting reputation management v5
Ralph Paglia
 
Google Display Marketing Jargon Buster
Google Display Marketing Jargon BusterGoogle Display Marketing Jargon Buster
Google Display Marketing Jargon Buster
Ralph Paglia
 
Google Digital Media Advisor
Google Digital Media AdvisorGoogle Digital Media Advisor
Google Digital Media Advisor
Ralph Paglia
 
Google Digital Marketing Jargon Buster
Google Digital Marketing Jargon BusterGoogle Digital Marketing Jargon Buster
Google Digital Marketing Jargon Buster
Ralph Paglia
 
Google Digital Marketing Crossword Puzzle
Google Digital Marketing Crossword PuzzleGoogle Digital Marketing Crossword Puzzle
Google Digital Marketing Crossword Puzzle
Ralph Paglia
 
Google: Building Mobile Sites | Best Practices
Google: Building Mobile Sites | Best PracticesGoogle: Building Mobile Sites | Best Practices
Google: Building Mobile Sites | Best Practices
Ralph Paglia
 
Google ad words experience guide
Google ad words experience guideGoogle ad words experience guide
Google ad words experience guide
Ralph Paglia
 
Google adwords ad extensions
Google adwords ad extensionsGoogle adwords ad extensions
Google adwords ad extensions
Ralph Paglia
 
Genuine google seo checklist top secret
Genuine google seo checklist top secretGenuine google seo checklist top secret
Genuine google seo checklist top secret
Ralph Paglia
 
Digital growth checklist infographic
Digital growth checklist infographicDigital growth checklist infographic
Digital growth checklist infographic
Ralph Paglia
 
Digital and physical touchpoints in the automotive industry
Digital and physical touchpoints in the automotive industryDigital and physical touchpoints in the automotive industry
Digital and physical touchpoints in the automotive industry
Ralph Paglia
 
42 rules of social media
42 rules of social media42 rules of social media
42 rules of social media
Ralph Paglia
 
10 key true car changes made from january to april 2012
10 key true car changes made from january to april 201210 key true car changes made from january to april 2012
10 key true car changes made from january to april 2012
Ralph Paglia
 
Google dealer guidebook best practices complete
Google dealer guidebook best practices completeGoogle dealer guidebook best practices complete
Google dealer guidebook best practices complete
Ralph Paglia
 
Triumph digital media presentation
Triumph digital media presentationTriumph digital media presentation
Triumph digital media presentation
Ralph Paglia
 
Toyota kc region dealer summit presentation
Toyota kc region dealer summit presentationToyota kc region dealer summit presentation
Toyota kc region dealer summit presentation
Ralph Paglia
 
Top 150 dealer groups
Top 150 dealer groupsTop 150 dealer groups
Top 150 dealer groups
Ralph Paglia
 
Tips modular strategy for digital marketing
Tips modular strategy for digital marketingTips modular strategy for digital marketing
Tips modular strategy for digital marketing
Ralph Paglia
 
The mercedes benz x-class concept pickup truck is here
The mercedes benz x-class concept pickup truck is hereThe mercedes benz x-class concept pickup truck is here
The mercedes benz x-class concept pickup truck is here
Ralph Paglia
 
Seo in a mobile first era markteters edition
Seo in a mobile first era markteters editionSeo in a mobile first era markteters edition
Seo in a mobile first era markteters edition
Ralph Paglia
 

More from Ralph Paglia (20)

Adm consulting reputation management v5
Adm consulting reputation management v5Adm consulting reputation management v5
Adm consulting reputation management v5
 
Google Display Marketing Jargon Buster
Google Display Marketing Jargon BusterGoogle Display Marketing Jargon Buster
Google Display Marketing Jargon Buster
 
Google Digital Media Advisor
Google Digital Media AdvisorGoogle Digital Media Advisor
Google Digital Media Advisor
 
Google Digital Marketing Jargon Buster
Google Digital Marketing Jargon BusterGoogle Digital Marketing Jargon Buster
Google Digital Marketing Jargon Buster
 
Google Digital Marketing Crossword Puzzle
Google Digital Marketing Crossword PuzzleGoogle Digital Marketing Crossword Puzzle
Google Digital Marketing Crossword Puzzle
 
Google: Building Mobile Sites | Best Practices
Google: Building Mobile Sites | Best PracticesGoogle: Building Mobile Sites | Best Practices
Google: Building Mobile Sites | Best Practices
 
Google ad words experience guide
Google ad words experience guideGoogle ad words experience guide
Google ad words experience guide
 
Google adwords ad extensions
Google adwords ad extensionsGoogle adwords ad extensions
Google adwords ad extensions
 
Genuine google seo checklist top secret
Genuine google seo checklist top secretGenuine google seo checklist top secret
Genuine google seo checklist top secret
 
Digital growth checklist infographic
Digital growth checklist infographicDigital growth checklist infographic
Digital growth checklist infographic
 
Digital and physical touchpoints in the automotive industry
Digital and physical touchpoints in the automotive industryDigital and physical touchpoints in the automotive industry
Digital and physical touchpoints in the automotive industry
 
42 rules of social media
42 rules of social media42 rules of social media
42 rules of social media
 
10 key true car changes made from january to april 2012
10 key true car changes made from january to april 201210 key true car changes made from january to april 2012
10 key true car changes made from january to april 2012
 
Google dealer guidebook best practices complete
Google dealer guidebook best practices completeGoogle dealer guidebook best practices complete
Google dealer guidebook best practices complete
 
Triumph digital media presentation
Triumph digital media presentationTriumph digital media presentation
Triumph digital media presentation
 
Toyota kc region dealer summit presentation
Toyota kc region dealer summit presentationToyota kc region dealer summit presentation
Toyota kc region dealer summit presentation
 
Top 150 dealer groups
Top 150 dealer groupsTop 150 dealer groups
Top 150 dealer groups
 
Tips modular strategy for digital marketing
Tips modular strategy for digital marketingTips modular strategy for digital marketing
Tips modular strategy for digital marketing
 
The mercedes benz x-class concept pickup truck is here
The mercedes benz x-class concept pickup truck is hereThe mercedes benz x-class concept pickup truck is here
The mercedes benz x-class concept pickup truck is here
 
Seo in a mobile first era markteters edition
Seo in a mobile first era markteters editionSeo in a mobile first era markteters edition
Seo in a mobile first era markteters edition
 

Recently uploaded

快速办理(napier毕业证书)英国龙比亚大学毕业证在读证明一模一样
快速办理(napier毕业证书)英国龙比亚大学毕业证在读证明一模一样快速办理(napier毕业证书)英国龙比亚大学毕业证在读证明一模一样
快速办理(napier毕业证书)英国龙比亚大学毕业证在读证明一模一样
78tq3hi2
 
EV Charging at MFH Properties by Whitaker Jamieson
EV Charging at MFH Properties by Whitaker JamiesonEV Charging at MFH Properties by Whitaker Jamieson
EV Charging at MFH Properties by Whitaker Jamieson
Forth
 
一比一原版(UMich毕业证)密歇根大学|安娜堡分校毕业证如何办理
一比一原版(UMich毕业证)密歇根大学|安娜堡分校毕业证如何办理一比一原版(UMich毕业证)密歇根大学|安娜堡分校毕业证如何办理
一比一原版(UMich毕业证)密歇根大学|安娜堡分校毕业证如何办理
u2cz10zq
 
How driver behavior monitoring helps fleet managers?
How driver behavior monitoring helps fleet managers?How driver behavior monitoring helps fleet managers?
How driver behavior monitoring helps fleet managers?
jennifermiller8137
 
原版定做(mmu学位证书)英国曼彻斯特城市大学毕业证本科文凭原版一模一样
原版定做(mmu学位证书)英国曼彻斯特城市大学毕业证本科文凭原版一模一样原版定做(mmu学位证书)英国曼彻斯特城市大学毕业证本科文凭原版一模一样
原版定做(mmu学位证书)英国曼彻斯特城市大学毕业证本科文凭原版一模一样
utuvvas
 
美洲杯押注靠谱的软件-美洲杯押注靠谱的软件推荐-美洲杯押注靠谱的软件|【​网址​🎉ac123.net🎉​】
美洲杯押注靠谱的软件-美洲杯押注靠谱的软件推荐-美洲杯押注靠谱的软件|【​网址​🎉ac123.net🎉​】美洲杯押注靠谱的软件-美洲杯押注靠谱的软件推荐-美洲杯押注靠谱的软件|【​网址​🎉ac123.net🎉​】
美洲杯押注靠谱的软件-美洲杯押注靠谱的软件推荐-美洲杯押注靠谱的软件|【​网址​🎉ac123.net🎉​】
andagarcia212
 
一比一原版科廷大学毕业证(Curtin毕业证书)学历如何办理
一比一原版科廷大学毕业证(Curtin毕业证书)学历如何办理一比一原版科廷大学毕业证(Curtin毕业证书)学历如何办理
一比一原版科廷大学毕业证(Curtin毕业证书)学历如何办理
pycfbo
 
一比一原版悉尼大学毕业证(USYD毕业证书)学历如何办理
一比一原版悉尼大学毕业证(USYD毕业证书)学历如何办理一比一原版悉尼大学毕业证(USYD毕业证书)学历如何办理
一比一原版悉尼大学毕业证(USYD毕业证书)学历如何办理
cenaws
 
一比一原版(Columbia文凭证书)哥伦比亚大学毕业证如何办理
一比一原版(Columbia文凭证书)哥伦比亚大学毕业证如何办理一比一原版(Columbia文凭证书)哥伦比亚大学毕业证如何办理
一比一原版(Columbia文凭证书)哥伦比亚大学毕业证如何办理
afkxen
 
Charging Fueling & Infrastructure (CFI) Program Resources by Cat Plein
Charging Fueling & Infrastructure (CFI) Program Resources by Cat PleinCharging Fueling & Infrastructure (CFI) Program Resources by Cat Plein
Charging Fueling & Infrastructure (CFI) Program Resources by Cat Plein
Forth
 
Expanding Access to Affordable At-Home EV Charging by Vanessa Warheit
Expanding Access to Affordable At-Home EV Charging by Vanessa WarheitExpanding Access to Affordable At-Home EV Charging by Vanessa Warheit
Expanding Access to Affordable At-Home EV Charging by Vanessa Warheit
Forth
 
Infineon_AURIX_HSM Revealed_Training_Slides.pdf
Infineon_AURIX_HSM Revealed_Training_Slides.pdfInfineon_AURIX_HSM Revealed_Training_Slides.pdf
Infineon_AURIX_HSM Revealed_Training_Slides.pdf
maicuongdt21
 
53286592-Global-Entrepreneurship-and-the-Successful-Growth-Strategies-of-Earl...
53286592-Global-Entrepreneurship-and-the-Successful-Growth-Strategies-of-Earl...53286592-Global-Entrepreneurship-and-the-Successful-Growth-Strategies-of-Earl...
53286592-Global-Entrepreneurship-and-the-Successful-Growth-Strategies-of-Earl...
MarynaYurchenko2
 
Dahua Security Camera System Guide esetia
Dahua Security Camera System Guide esetiaDahua Security Camera System Guide esetia
Dahua Security Camera System Guide esetia
Esentia Systems
 
Charging and Fueling Infrastructure Grant: Round 2 by Brandt Hertenstein
Charging and Fueling Infrastructure Grant: Round 2 by Brandt HertensteinCharging and Fueling Infrastructure Grant: Round 2 by Brandt Hertenstein
Charging and Fueling Infrastructure Grant: Round 2 by Brandt Hertenstein
Forth
 
Catalytic Converter theft prevention - NYC.pptx
Catalytic Converter theft prevention - NYC.pptxCatalytic Converter theft prevention - NYC.pptx
Catalytic Converter theft prevention - NYC.pptx
Blue Star Brothers
 
EV Charging at Multifamily Properties by Kevin Donnelly
EV Charging at Multifamily Properties by Kevin DonnellyEV Charging at Multifamily Properties by Kevin Donnelly
EV Charging at Multifamily Properties by Kevin Donnelly
Forth
 
一比一原版南昆士兰大学毕业证(USQ毕业证书)学历如何办理
一比一原版南昆士兰大学毕业证(USQ毕业证书)学历如何办理一比一原版南昆士兰大学毕业证(USQ毕业证书)学历如何办理
一比一原版南昆士兰大学毕业证(USQ毕业证书)学历如何办理
pycfbo
 
car rentals in nassau bahamas | atv rental nassau bahamas
car rentals in nassau bahamas | atv rental nassau bahamascar rentals in nassau bahamas | atv rental nassau bahamas
car rentals in nassau bahamas | atv rental nassau bahamas
justinwilson0857
 
定制(london学位证书)英国伦敦大学毕业证本科学历原版一模一样
定制(london学位证书)英国伦敦大学毕业证本科学历原版一模一样定制(london学位证书)英国伦敦大学毕业证本科学历原版一模一样
定制(london学位证书)英国伦敦大学毕业证本科学历原版一模一样
utuvvas
 

Recently uploaded (20)

快速办理(napier毕业证书)英国龙比亚大学毕业证在读证明一模一样
快速办理(napier毕业证书)英国龙比亚大学毕业证在读证明一模一样快速办理(napier毕业证书)英国龙比亚大学毕业证在读证明一模一样
快速办理(napier毕业证书)英国龙比亚大学毕业证在读证明一模一样
 
EV Charging at MFH Properties by Whitaker Jamieson
EV Charging at MFH Properties by Whitaker JamiesonEV Charging at MFH Properties by Whitaker Jamieson
EV Charging at MFH Properties by Whitaker Jamieson
 
一比一原版(UMich毕业证)密歇根大学|安娜堡分校毕业证如何办理
一比一原版(UMich毕业证)密歇根大学|安娜堡分校毕业证如何办理一比一原版(UMich毕业证)密歇根大学|安娜堡分校毕业证如何办理
一比一原版(UMich毕业证)密歇根大学|安娜堡分校毕业证如何办理
 
How driver behavior monitoring helps fleet managers?
How driver behavior monitoring helps fleet managers?How driver behavior monitoring helps fleet managers?
How driver behavior monitoring helps fleet managers?
 
原版定做(mmu学位证书)英国曼彻斯特城市大学毕业证本科文凭原版一模一样
原版定做(mmu学位证书)英国曼彻斯特城市大学毕业证本科文凭原版一模一样原版定做(mmu学位证书)英国曼彻斯特城市大学毕业证本科文凭原版一模一样
原版定做(mmu学位证书)英国曼彻斯特城市大学毕业证本科文凭原版一模一样
 
美洲杯押注靠谱的软件-美洲杯押注靠谱的软件推荐-美洲杯押注靠谱的软件|【​网址​🎉ac123.net🎉​】
美洲杯押注靠谱的软件-美洲杯押注靠谱的软件推荐-美洲杯押注靠谱的软件|【​网址​🎉ac123.net🎉​】美洲杯押注靠谱的软件-美洲杯押注靠谱的软件推荐-美洲杯押注靠谱的软件|【​网址​🎉ac123.net🎉​】
美洲杯押注靠谱的软件-美洲杯押注靠谱的软件推荐-美洲杯押注靠谱的软件|【​网址​🎉ac123.net🎉​】
 
一比一原版科廷大学毕业证(Curtin毕业证书)学历如何办理
一比一原版科廷大学毕业证(Curtin毕业证书)学历如何办理一比一原版科廷大学毕业证(Curtin毕业证书)学历如何办理
一比一原版科廷大学毕业证(Curtin毕业证书)学历如何办理
 
一比一原版悉尼大学毕业证(USYD毕业证书)学历如何办理
一比一原版悉尼大学毕业证(USYD毕业证书)学历如何办理一比一原版悉尼大学毕业证(USYD毕业证书)学历如何办理
一比一原版悉尼大学毕业证(USYD毕业证书)学历如何办理
 
一比一原版(Columbia文凭证书)哥伦比亚大学毕业证如何办理
一比一原版(Columbia文凭证书)哥伦比亚大学毕业证如何办理一比一原版(Columbia文凭证书)哥伦比亚大学毕业证如何办理
一比一原版(Columbia文凭证书)哥伦比亚大学毕业证如何办理
 
Charging Fueling & Infrastructure (CFI) Program Resources by Cat Plein
Charging Fueling & Infrastructure (CFI) Program Resources by Cat PleinCharging Fueling & Infrastructure (CFI) Program Resources by Cat Plein
Charging Fueling & Infrastructure (CFI) Program Resources by Cat Plein
 
Expanding Access to Affordable At-Home EV Charging by Vanessa Warheit
Expanding Access to Affordable At-Home EV Charging by Vanessa WarheitExpanding Access to Affordable At-Home EV Charging by Vanessa Warheit
Expanding Access to Affordable At-Home EV Charging by Vanessa Warheit
 
Infineon_AURIX_HSM Revealed_Training_Slides.pdf
Infineon_AURIX_HSM Revealed_Training_Slides.pdfInfineon_AURIX_HSM Revealed_Training_Slides.pdf
Infineon_AURIX_HSM Revealed_Training_Slides.pdf
 
53286592-Global-Entrepreneurship-and-the-Successful-Growth-Strategies-of-Earl...
53286592-Global-Entrepreneurship-and-the-Successful-Growth-Strategies-of-Earl...53286592-Global-Entrepreneurship-and-the-Successful-Growth-Strategies-of-Earl...
53286592-Global-Entrepreneurship-and-the-Successful-Growth-Strategies-of-Earl...
 
Dahua Security Camera System Guide esetia
Dahua Security Camera System Guide esetiaDahua Security Camera System Guide esetia
Dahua Security Camera System Guide esetia
 
Charging and Fueling Infrastructure Grant: Round 2 by Brandt Hertenstein
Charging and Fueling Infrastructure Grant: Round 2 by Brandt HertensteinCharging and Fueling Infrastructure Grant: Round 2 by Brandt Hertenstein
Charging and Fueling Infrastructure Grant: Round 2 by Brandt Hertenstein
 
Catalytic Converter theft prevention - NYC.pptx
Catalytic Converter theft prevention - NYC.pptxCatalytic Converter theft prevention - NYC.pptx
Catalytic Converter theft prevention - NYC.pptx
 
EV Charging at Multifamily Properties by Kevin Donnelly
EV Charging at Multifamily Properties by Kevin DonnellyEV Charging at Multifamily Properties by Kevin Donnelly
EV Charging at Multifamily Properties by Kevin Donnelly
 
一比一原版南昆士兰大学毕业证(USQ毕业证书)学历如何办理
一比一原版南昆士兰大学毕业证(USQ毕业证书)学历如何办理一比一原版南昆士兰大学毕业证(USQ毕业证书)学历如何办理
一比一原版南昆士兰大学毕业证(USQ毕业证书)学历如何办理
 
car rentals in nassau bahamas | atv rental nassau bahamas
car rentals in nassau bahamas | atv rental nassau bahamascar rentals in nassau bahamas | atv rental nassau bahamas
car rentals in nassau bahamas | atv rental nassau bahamas
 
定制(london学位证书)英国伦敦大学毕业证本科学历原版一模一样
定制(london学位证书)英国伦敦大学毕业证本科学历原版一模一样定制(london学位证书)英国伦敦大学毕业证本科学历原版一模一样
定制(london学位证书)英国伦敦大学毕业证本科学历原版一模一样
 

Automotive Lead Management Process by Ralph Paglia

  • 1. ATTRACT INTERACT RESPOND SELL SERVICE RETAIN Dealer Internet Battle Plan IV Lead Management Strategy & Tactics
  • 2. A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia January 18 - 20 in Atlanta, GA with: Diversified Lead Sources Dealer Control of Multiple Websites • Creating multiple unique lead sources, the total “population” of incoming sales leads can be segmented by a variety of characteristics that create groups of prospects with similar wants and needs… • Designated dealership ISS resources can be assigned and their response attributes executed in a manner optimized for each specific lead source (site) and the nature of the customer’s inquiry (lead form used) so that maximum sales close rates are achieved… • Matching each lead to the optimum sales resource based on their performance history and lead response process activities is more significant to close rates than “lead scoring” by itself!
  • 3. A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia www.Phoenix-Courtesy-Chevrolet.com
  • 4. A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia Phone and Chat have increased dramatically since 2008, while lead form completion rates have declined.
  • 5. A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia www.CourtesyChev.com
  • 6. A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia Engagement versus One-Way Information Push
  • 7. A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia
  • 8. A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia
  • 9. A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia
  • 10. A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia
  • 11. Response Time & Content  How much impact does “What” an Internet Sales Specialists does have on whether or not the lead is sold?  How much are results effected by “When” you do it? Two critical sales closing factors: 1. Timing 2. Lead Response Attributes
  • 12. A: Increasing Closing Ratios is not “Just About” Response Times… Q: Why the variations?
  • 13. A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia Top 4 Ways to Close More Sales to Leads Received Dealer Response Attributes Experienced by Customers within 24 hours of Submitting an Inquiry (Lead) Purchase Responde nts* who DID NOT experience the attribute % of Purchase* among the Leads who DID Experience the attribute Statistical Correlation Factor of Response attribute with Vehicle Purchase #1 Make Direct Phone Contact with Customer (after sending Email w/availability & prices) 17% 27% 11 #2 Send Price Quotes by Email to Customer 20% 27% 9 #3 Contact Customer more than once by Email and Telephone (within First 24 Hours) 21% 25% 5 #4 Make sure Customers are either Completely or Very Satisfied with the Lead Response 21% 24% 3 *Survey Participants who Purchased a Vehicle were identified via RDR data cross reference and matching with Internet Lead Data Recent Marketing research (Q1, 2010) confirms the Lead Management Practices collected during “Best In Class” Dealer Benchmark studies. How to sell more vehicles to customers that submit Internet leads… Without relying on opinions or seat of the pants management!
  • 14. April 17, 2017 Copyright © 2011 Ralph Paglia – All Rights Reserved 5 Lead Management Activities that Drive Lead-to-Sales conversion at 400% higher rate* 1. Consumer received price quote(s) by email within first 24 hours 2. Direct customer phone contact made by Salesperson within first 24 hours 3. Salesperson confirmed availability of multiple vehicles within first 24 hours 4. Salesperson showed genuine interest 5. Customer contacted more than once within first 24 hours *Source: Morpace 24 hour survey and RDR sales Data (new 2010 study reconfirms close ratio impact factors)
  • 15. A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia January 18 - 20 in Atlanta, GA with: Lead-to-Sales Close Rate Improvement Action Items Dealership LMP Review  Survey customers who didn’t purchase  Review Lead Management Tool for a sampling of previous responses  Score first personalized responses using the eBusiness Evaluation System
  • 16.
  • 17. © Copyright 2011 Ralph Paglia A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N Monday, April 17, 2017 Sold Leads – First Response Examples
  • 18. © Copyright 2011 Ralph Paglia A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N Monday, April 17, 2017 Sold Leads – First Response Examples
  • 19. © Copyright 2011 Ralph Paglia A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N Monday, April 17, 2017 Sold Leads – First Response Examples
  • 20. A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia January 18 - 20 in Atlanta, GA with: Actual Leads – First Response Examples Pay attention to details in outbound emails before hitting the “Send” button!!! Pay attention to details in outbound emails before hitting the “Send” button!!!
  • 21. New Autoresponse validates customer contact info and seeks corrections
  • 22. New Autoresponse invites customer to visit CourtesyChev.com by providing direct links to specific sections of value
  • 23.
  • 24.
  • 25.
  • 26.
  • 27. 3 Phone Numbers! (Work/Home/Cell) How important are Phone #’s???
  • 28. © Copyright 2011 Ralph Paglia A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N April 17, 2017 1. Automated Email Reply acknowledging receipt – Verify Customer Contact Info & ask for more 2. Personalized Email within 20 minutes of business day that provides price quotes on 4 vehicles and sets stage for a follow-up telephone call within 15 minutes 3. First Phone Call to customer: verify receipt of email and schedule a demo/test drive appointment 4. Appointment Confirmation by Email and Telephone 5. Instruct customer to check in at reception desk, ASM reviews agenda upon customer arrival, introduces ISS who sells & delivers the vehicle 6. Follow-up Email that sets the stage for referrals and additional business, to be routed to ISS who sold car Lead Management PROCESS 101
  • 29. © Copyright 2011 Ralph Paglia A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N First Call After Sending Personalized Email April 17, 2017 1. Verify customer has received the email with price quotes on 4 vehicles. If relevant, obtain customer’s “REAL” email address and schedule a follow-up call after re-sending quotes to new email address (work) 2. Establish what is most important to your customer by following the Courtesy Chevrolet Internet Price-Quote Follow-up word track 3. Set the stage for your Customer’s expectations… Create a buying “Plan” during the conversation 4. Schedule appointment for a vehicle presentation and test drive at dealership or customer’s location 5. Follow-up with email confirmation of appointment 6. Prepare for appointment by locating vehicle(s) and ensuring their availability for demo drive Purpose: Phone Follow-up
  • 30. Telephone Process • 85% of Web visitors who contact the dealership before coming into the showroom, use the phone • Direct Phone contact (after responding to an Internet lead by email), has the greatest impact on increasing sales closing ratios Phone Follow-Up Sales Strategy (FUSS): • Focus on having a set of objectives in front of us, each time we make a message follow-up call • Word Tracks (scripts) used for training and collecting customer information during each call that is made immediately after sending personalized email response
  • 31. © Copyright 2011 Ralph Paglia A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N The Bottom Line 1. Customer has spent up to 6 hours in researching a vehicle online before sending us a lead 2. Selected YOUR dealership as their chosen dealer 3. Requested a “price quote” on a vehicle They are more likely to buy from you, if you… 1. Respond quickly – without “fluff and puff” 2. Confirm vehicle availability – with alternatives 3. Provide a fair price quote – multiple vehicles 4. Contact them by phone – verify receipt of email April 17, 2017
  • 32. © Copyright 2011 Ralph Paglia A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N Vehicle Shopper Behavioral Profiles¹ April 17, 2017 1Profile Index of 100 equates to the industry average Automotive Internet Users (AIU) Non-Internet Shoppers (NIS) Non-Internet Users (NIU) Time Investors 137 37 50 Product Experts 113 76 85 Price Sensitive 112 73 91 Dealerphobes 112 89 74 Empowered Negotiators 100 96 103
  • 33. April 17, 2017 Copyright © 2005 Ralph Paglia – All Rights Reserved Managing Your Assigned Leads; New Leads / Not Yet Responded
  • 34. April 17, 2017 Copyright © 2005 Ralph Paglia – All Rights Reserved Managing Your Assigned Leads; Emails Received / Not Yet Responded
  • 35. April 17, 2017 Copyright © 2005 Ralph Paglia – All Rights Reserved Managing Your Assigned Leads; Scheduled Telephone Appointments / Completed
  • 36. A T T R A C T • I N T E R A C T • R E S P O N D • S E L L • S E R V I C E • R E T A I N © Copyright 2011 Ralph Paglia January 18 - 20 in Atlanta, GA with: Proactive Sales Management Responsibility for Leads… Dormant Leads
  • 37. RFQ Lead Management Lead Response Process (LRP): Automated Reply w/Info Validation Request First Email w/Price Quotes on 4 Vehicles Phone follow-up to verify receipt of email… and to get a demo/test drive appointment! Email Confirmation when Voicemail is left Get second email address during phone call Outbound Follow-up Calls made by BDC Inbound eSales Calls handled by BDC Appointment Reception sets stage for the Sale