Adam Flegge (@awflegge) shares insights into how dealers can connect and convert more online shoppers. Relationships remain the key to transitioning an online researcher into a showroom customer and dealer chat and mobile text can facilitate moving shoppers through the last mile.

1. Connections That Convert
MOVING YOUR SHOPPERS FROM SEARCH TO SHOWROOM

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4. mobile traffic: +59%
form conversions: -20%
chat & text: +25%

6. =
SUBMIT

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15. “It is so much easier to be nice, to be respectful, to put yourself in
your customers' shoes and try to understand how you might help
them before they ask for help, than it is to try to mend a broken
customer relationship.”
Mark Cuban

16. People can, and do, build relationships online

17. Over 1/3 of new marriages begin online
http://www.usatoday.com/story/news/nation/2013/06/03/online-dating-marriage/2377961/

18. You may not like it, want it, or accept it, but this is the new normal.

20. Anderson Auto Group
“This (texting) by far has been our biggest mobile lead capture tool
and has converted nearly 50% of those leads to sold customers.
Additionally, our customers who initiated text messages respond
with an average of 12 responses, indicating a high engagement
level.”
Chad Sebatka
http://drivingsalesinnovationguide.com/2013/07/mobile-conversion/

21. Cadillac of Mahwah
“You have to earn their information first. Sure, some chatters may
just shop you against other dealerships, but I believe you gain more
than you lose. Look at it this way: If you don’t get their info, they
could come in and you wouldn’t know it. But if you don’t help
them, it’s almost a 100% guarantee they won’t come in.”
Ryan Mays
http://www.autodealerchat.com/sell-with-dealer-chat-text

22. Jake Sweeney Chevrolet
“It’s asinine not to text because that’s how they want to talk. It’s
almost as important as anything else in the customer experience.”
Aaron White
http://www.autodealerchat.com/jake-sweeney-chevrolet

24. 2014 Contact At Once! Dealer Survey

25. 2014 Contact At Once! Dealer Survey

26. 2014 Contact At Once! Dealer Survey

27. 2014 Contact At Once! Dealer Survey

28. 2014 Contact At Once! Dealer Survey

29. What’s the answer to the question?