The document discusses Courtesy Chevrolet's lead management process and internet department. It lists 19 URL's owned by Courtesy Chevrolet for generating online leads. It emphasizes the importance of promptly responding to online leads, providing price quotes, confirming vehicle availability, and following up with customers via their preferred methods of communication in order to increase sales conversion rates from online leads.

1. Lead Management Process

2. Courtesy Chevrolet URL’s
• HouseOfCourtesy.com
• CourtesyChev.com
• Cheap-Chevy.com
• Chevrolet-Car.com
• Chevrolet-GM.com
• Chevrolet-New.com
• Chevrolet-USA.com
• Chevrolet-Used.com
• Chevy-Deals.com
• Chevy-AZ.com
• ChevyAZ.com
• Drive-Chevy.com
• Latino-Chevy.com
• LatinoChevy.com
• My-Chevrolet.com
• My-Chevy.com
• ChevyPriceQuote.com
• Chevy-Price-Quote.com
• GM-Certified-Used.com

3. "I have no data yet. It is a capital"I have no data yet. It is a capital
mistake to theorize before one hasmistake to theorize before one has
data. Insensibly one begins to twistdata. Insensibly one begins to twist
facts to suit theories instead offacts to suit theories instead of
theories to suit facts."theories to suit facts."
 Sir Arthur Conan Doyle (1859-1930), Sherlock HolmesSir Arthur Conan Doyle (1859-1930), Sherlock Holmes
Experiential InsightExperiential Insight
Prepared by: Ralph PagliaPrepared by: Ralph Paglia
Ralph_Paglia@reyrey.comRalph_Paglia@reyrey.com
505-301-6369505-301-6369

4. Courtesy has an Internet Department…Courtesy has an Internet Department…
Does it have Integrated Marketing?Does it have Integrated Marketing?
“Consumers are flocking to the Internet to initiate
car buying, with 27% requesting a price quote
from a dealer online. But the flood of 1.8 million
leads monthly results in just a trickle of 165,000
sales, and an appalling lack of control means that
this potentially profitable channel instead costs
OEMs and dealers hundreds of dollars per vehicle
it sells. Automakers and dealers must tighten lead
management processes and merge online leads
into their overall marketing strategies to boost
sales and drive down costs.”
- Mark Dixon Bünger; Forrester Research, 6/14/2005

5. Number of leads received
and vehicles sold each month¹
¹Source: Nielsen, Wards’s Dealer Business, Automotive News and Forrester Research
9.2%9.2%
Avg. Close RatioAvg. Close Ratio
9.2%9.2%
Avg. Close RatioAvg. Close Ratio
3.5%3.5%
UV/Lead RatioUV/Lead Ratio
3.5%3.5%
UV/Lead RatioUV/Lead Ratio
57%57%
Response RateResponse Rate
57%57%
Response RateResponse Rate

6. • Consumers get bad or no response from dealers.
Dealers simply drop as much as 50% of leads —
they never respond to them at all. And even when
they do, it’s frequently several days after the lead
was submitted — average lead response time is
still more than 48 hours for most OEMs we
interviewed.¹
OEM Quote: “Of our dealers, I’d say 10% really ‘get
it,’ and about 30% are kind of trying. But 60% don’t
even know where to begin — and don’t care.”
Courtesy has an Internet Department…Courtesy has an Internet Department…
Does it use proven and effectiveDoes it use proven and effective
Lead Management Process?Lead Management Process?
¹Mark Dixon Bünger; Forrester Research, 6/14/2004

7. Attributes of Dealer Responses
to Sales Leads and their
Correlation, or Impact on
Customer Satisfaction and
Sales Closing Ratios
Prepared by: Ralph PagliaPrepared by: Ralph Paglia
LMP@ralphpaglia.comLMP@ralphpaglia.com
505-301-6369505-301-6369

8. Response Time & ContentResponse Time & Content
 How do we measure the actual impact of “What”
dealers do when they receive a lead?
 How much are results effected by “When” they do it?
 How do we measure the impact of timing on
Lead Management Process?
Two critical control factors measured
during multiple RCS programs:
1. Timing correlation with Sales
2. Dealer Response Attributes
 How do we measure the actual impact of “What”
dealers do when they receive a lead?
 How much are results effected by “When” they do it?
 How do we measure the impact of timing on
Lead Management Process?
Two critical control factors measured
during multiple RCS programs:
1. Timing correlation with Sales
2. Dealer Response Attributes

9. A: Increasing Closing Ratios is notA: Increasing Closing Ratios is not
“Just About”“Just About” Response Times…Response Times…
A: Increasing Closing Ratios is notA: Increasing Closing Ratios is not
“Just About”“Just About” Response Times…Response Times…
Q: Why the variations?Q: Why the variations?Q: Why the variations?Q: Why the variations?

10. Dealer Response Attribute
Experienced by Customer within
24 hours* of Submitting Lead
Completely orCompletely or
Very SatisfiedVery Satisfied
who DID NOTwho DID NOT
experienceexperience
the attributethe attribute
Completely orCompletely or
Very SatisfiedVery Satisfied
who DIDwho DID
Experience theExperience the
attributeattribute
GAPGAP
StatisticalStatistical
CorrelationCorrelation
Factor ofFactor of
attribute withattribute with
CustomerCustomer
SatisfactionSatisfaction
% of ALL% of ALL
RespondentsRespondents
whowho DIDDID
ExperienceExperience
the attributethe attribute
Dealer made Direct Phone ContactDealer made Direct Phone Contact
with Customer after sending Emailwith Customer after sending Email 58%58% 84%84% 26%26% 2929 59%59%
Dealer Acknowledged CustomerDealer Acknowledged Customer
RequestRequest 51%51% 75%75% 24%24% 1212 94%94%
Dealer Showed Genuine InterestDealer Showed Genuine Interest
in Customer’s Wants & Needsin Customer’s Wants & Needs 13%13% 82%82% 69%69% 5353 87%87%
Dealer Responded using Customer’sDealer Responded using Customer’s
Preferred Communication MethodPreferred Communication Method 39%39% 76%76% 37%37% 2121 93%93%
Customer Received Price QuotesCustomer Received Price Quotes
from Dealerfrom Dealer 60%60% 90%90% 30%30% 3434 44%44%
Customer Contacted more than onceCustomer Contacted more than once
by Email and Telephoneby Email and Telephone 61%61% 85%85% 24%24% 2727 49%49%
Dealer Confirmed Availability ofDealer Confirmed Availability of
Vehicle(s) for Sale and DeliveryVehicle(s) for Sale and Delivery 55%55% 89%89% 34%34% 3838 52%52%
*Survey Respondents received Emailed Survey invitations that were sent 24 hours after they had submitted an inquiry (Lead)… 77,000 Surveys Received during Q1, 2003
Impact of Dealer Response Attributes onImpact of Dealer Response Attributes on Customer SatisfactionCustomer Satisfaction::

11. Impact of Dealer Response Attributes onImpact of Dealer Response Attributes on Vehicle PurchaseVehicle Purchase::
Dealer Response Attribute
Experienced by Customer within
24 hours* of Submitting Lead
PurchasePurchase
Respondents*Respondents*
whowho DID NOTDID NOT
experienceexperience
the attributethe attribute
% of Purchase*% of Purchase*
among theamong the
RespondentsRespondents
whowho DIDDID
ExperienceExperience thethe
attributeattribute
GAPGAP
StatisticalStatistical
CorrelationCorrelation
Factor ofFactor of
responseresponse
attribute withattribute with
VehicleVehicle
PurchasePurchase
% of ALL% of ALL
RespondentsRespondents
whowho DIDDID
ExperienceExperience
the attributethe attribute
Dealer made Direct Phone ContactDealer made Direct Phone Contact
with Customer after sending Emailwith Customer after sending Email 17%17% 27%27% 9%9% 1111 59%59%
Dealer Acknowledged Customer RequestDealer Acknowledged Customer Request 21%21% 23%23% 2%2% 11 94%94%
Dealer Showed Genuine Interest inDealer Showed Genuine Interest in
Customer’s Wants & NeedsCustomer’s Wants & Needs 21%21% 23%23% 2%2% 22 87%87%
Dealer Responded using Customer’sDealer Responded using Customer’s
Preferred Communication MethodPreferred Communication Method 21%21% 23%23% 2%2% 11 93%93%
Customer Received Price QuotesCustomer Received Price Quotes
from Dealerfrom Dealer 20%20% 27%27% 8%8% 99 44%44%
Customer Contacted more thanCustomer Contacted more than
once by Email and Telephoneonce by Email and Telephone 21%21% 25%25% 4%4% 55 49%49%
Dealer Confirmed Availability ofDealer Confirmed Availability of
Vehicle(s) for Sales and DeliveryVehicle(s) for Sales and Delivery 22%22% 24%24% 3%3% 33 52%52%
*Survey Respondents who Purchased a Vehicle were identified via RDR data cross reference and match, Surveys sent 24 hours after lead submitted, sales tracked 90 days

12. Top 4
Ways to
Close
More
Sales to
Leads
Received
Dealer Response Attribute
Experienced by Customer
within 24 hours of
Submitting a Web based
Inquiry (Lead)
PurchasePurchase
RespondenResponden
ts* whots* who
DID NOTDID NOT
experienceexperience
thethe
attributeattribute
% of% of
Purchase*Purchase*
among theamong the
Leads whoLeads who
DIDDID
ExperienceExperience
the attributethe attribute
StatisticalStatistical
CorrelationCorrelation
Factor ofFactor of
ResponseResponse
attributeattribute
withwith
VehicleVehicle
PurchasePurchase
#1#1 Make Direct Phone Contact with CustomerMake Direct Phone Contact with Customer
(after sending Email w/availability & prices)(after sending Email w/availability & prices) 17%17% 27%27% 1111
#2#2 Send Price Quotes by Email to CustomerSend Price Quotes by Email to Customer 20%20% 27%27% 99
#3#3 Contact Customer more than once byContact Customer more than once by
EmailEmail andand TelephoneTelephone (within First 24 Hours)(within First 24 Hours) 21%21% 25%25% 55
#4#4 Make sure Customers are eitherMake sure Customers are either CompletelyCompletely oror
Very SatisfiedVery Satisfied with the Lead Responsewith the Lead Response 21%21% 24%24% 33
*Survey Participants who Purchased a Vehicle were identified via RDR data cross reference and matching with Internet Lead Data
RCS Marketing research (Q1, 2003) confirms the Best PracticesRCS Marketing research (Q1, 2003) confirms the Best Practices
collected during “Best In Class” Dealer Benchmark studies.collected during “Best In Class” Dealer Benchmark studies.
How to sell more vehicles to customers that submit Internet leads…How to sell more vehicles to customers that submit Internet leads…
Without relying on opinion or seat of the pants management!Without relying on opinion or seat of the pants management!
RCS Marketing research (Q1, 2003) confirms the Best PracticesRCS Marketing research (Q1, 2003) confirms the Best Practices
collected during “Best In Class” Dealer Benchmark studies.collected during “Best In Class” Dealer Benchmark studies.
How to sell more vehicles to customers that submit Internet leads…How to sell more vehicles to customers that submit Internet leads…
Without relying on opinion or seat of the pants management!Without relying on opinion or seat of the pants management!
Results ProvenResults Proven
Best PracticesBest Practices
Results ProvenResults Proven
Best PracticesBest Practices

13. 85% of Internet Leads are submitted85% of Internet Leads are submitted
by car buyers who submit ONE requestby car buyers who submit ONE request
to ONE dealer of that brand*…to ONE dealer of that brand*…
40% of Internet Leads are submitted by40% of Internet Leads are submitted by
people who submit ADDITIONAL requestspeople who submit ADDITIONAL requests
to other dealers of a different brand…to other dealers of a different brand…
On a different make and model vehicleOn a different make and model vehicle.*.*
•*Morpace Research/MSN Auto Dealer Lead Referrals; Lead Data Cross-Referencing Analysis – 88,000+ Leads, 2003
Let’s take a closer look at the factsLet’s take a closer look at the facts
RE: The myth that dealers are competing
with other dealers of the same brand
when they get an Internet Lead…

14. The average number of leads submittedThe average number of leads submitted
by new vehicleby new vehicle buyersbuyers in 2002 was 1.43in 2002 was 1.43
The average number of leads submittedThe average number of leads submitted
by new vehicleby new vehicle buyersbuyers in 2003 was 1.36in 2003 was 1.36
The average number of leads submittedThe average number of leads submitted
by new vehicleby new vehicle buyersbuyers in 2004 is 1.33 YTDin 2004 is 1.33 YTD
•*Major OEM Data Tracking Research; Lead Data Cross-Referencing Analysis – 1,500,000+ Leads, 2003
Let’s take a closer look at the factsLet’s take a closer look at the facts
RE: The myth of the Internet Shopper
submitting leads to dozens of dealers

15. On a model line basis, OEM suppliedOn a model line basis, OEM supplied
Internet Leads generate a $23 higher grossInternet Leads generate a $23 higher gross
profit per unit sold than average PNVRprofit per unit sold than average PNVR
Dealers who compare their Internet Sales GrossDealers who compare their Internet Sales Gross
Profit PVR with the dealership’s aggregate Gross PVRProfit PVR with the dealership’s aggregate Gross PVR
get a distorted number because of the difference inget a distorted number because of the difference in
model mix of the sales pool being compared. Typicalmodel mix of the sales pool being compared. Typical
overall store sales include a higher percentage of Highoverall store sales include a higher percentage of High
Demand models, relative to model mix of Internet SalesDemand models, relative to model mix of Internet Sales
•*Major OEM Data Tracking Research; Lead Data Cross-Referencing Analysis – 2003
Let’s take a closer look at the factsLet’s take a closer look at the facts
RE: The myth that Internet leads
generate less profitable sales results

16. ““No Response Syndrome”No Response Syndrome”
When customers receive initial email responses fromWhen customers receive initial email responses from
dealers that do not deliver perceived value, theydealers that do not deliver perceived value, they
follow their own “Lead Management Process”:follow their own “Lead Management Process”:
1.1. Delete the email messageDelete the email message
2.2. Do not respond by emailDo not respond by email
3.3. Do not answer phone calls from dealership orDo not answer phone calls from dealership or
return messages left via answering machinereturn messages left via answering machine
4.4. Future emails from same dealer are deletedFuture emails from same dealer are deleted
without being opened or responded towithout being opened or responded to

17. Offer alternatives
Provide value-added content
Be conversational – (“smile”)
Be clear and to the point
Create desire
Create sense of urgency
Give reasons to choose dealership
Ask for appointment - logically
Setup choice close
Ensure professional content
Confirm availability
Quote prices
Setup follow-up call
Manage customer expectations
The Science of using Email Templates
for improved direct contact ratios and sales results
Offer Product Presentation
Proven BestProven Best
PracticesPractices
Proven BestProven Best
PracticesPractices

18. 5 Lead Management Activities that Drive
Lead-to-Closes at 44 times higher rate
1. Direct customer phone contact made by
dealer within first 24 hours
2. Consumer received price quote(s) within
first 24 hours
3. Dealer confirmed availability of multiple
vehicles within first 24 hours
4. Dealers showed genuine interest
5. Customer contacted more than once
within first 24 hours
Source: Morpace 24 hour survey and RDR sales Data
(new study reconfirms close rate impact factors)

19. Lead Close RateLead Close Rate
Improvement Action ItemsImprovement Action Items
Courtesy LMP Audits
• 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

20. Bottom Line
1. Customer has spent up to 6 hours in researching
a vehicle online
2. Selected you as their dealer
3. Requested a quote on a vehicle
They are much 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

22. To verify that you have received this message, and because the
information above is important and time sensitive, we will contact you by
phone ASAP. I would like to verify that you've received ALL THE
INFORMATION YOU NEED and answer your questions on a direct and
personal basis.
Courtesy Chevrolet’s goal is to provide people shopping for a car or truck
with a streamlined and convenient way to make the process easier and
more enjoyable than what it has been in the past… Because, that’s the
way it should be. Here are a few direct links to some of our web services
that are available online:
•Courtesy Chevrolet New Vehicle Inventory
•Courtesy Chevrolet Used Vehicle Inventory
•Courtesy Chevrolet Online Financial Application
•Courtesy Chevrolet Map and Door-to-Door Directions
I am looking forward to making it easy for you to drive a new Chevrolet!

24. 1.1. Automated Email Reply acknowledging receipt –Automated Email Reply acknowledging receipt –
Verify Customer Contact Info & ask for moreVerify Customer Contact Info & ask for more
2.2. Personalized EmailPersonalized Email within 20 minuteswithin 20 minutes of businessof business
day that provides price quotes on 4 vehicles andday that provides price quotes on 4 vehicles and
sets stage for a follow-up telephone call within 30sets stage for a follow-up telephone call within 30
minutesminutes
3.3. Successful Phone Call to customer that establishesSuccessful Phone Call to customer that establishes
a basic level of trust and results in an appointmenta basic level of trust and results in an appointment
4.4. Appointment Confirmation by EmailAppointment Confirmation by Email andand
TelephoneTelephone
5.5. Instruct customer to check in at reception desk,Instruct customer to check in at reception desk,
manager review agenda upon customer arrival,manager review agenda upon customer arrival,
introduce ISS who sells & delivers the vehicleintroduce ISS who sells & delivers the vehicle
6.6. Follow-up Email that sets the stage for referralsFollow-up Email that sets the stage for referrals
Lead Management PROCESS 101Lead Management PROCESS 101

25. Wolfe Automotive Group; Kansas City, MOWolfe Automotive Group; Kansas City, MO
WAG Monthly Internet Sales
3 0 7
2 5 1
2 8 2
2 3 3
2 5 6
2 7 8
2 8 8
2 2 3
2 3 5
2 0 6
2 17
2 0 0
2 5 4
16 4
15 0
11010 6
8 3
4 2
- 15
10
35
60
85
110
135
160
185
210
235
260
285
310
S e p t O c t N o v D e c Ja n Fe b Ma r A p r Ma y Ju n e Ju ly A u g S e p O c t No v D e c Ja n Fe b Ma r
September 2002 - March 2004
DP: Jeff WolfeDP: Jeff Wolfe IMD: Mark VickeryIMD: Mark Vickery(Consultant:: Ralph Paglia)(Consultant:: Ralph Paglia)
Wolfe Auto GroupWolfe Auto Group
Internet Sales LinearInternet Sales Linear
Trendline AnalysisTrendline Analysis
Wolfe Auto GroupWolfe Auto Group
Internet Sales LinearInternet Sales Linear
Trendline AnalysisTrendline Analysis
First 19 months with Paglia LMPFirst 19 months with Paglia LMP

26. 9/13 @ 11:54 AM9/13 @ 11:54 AM

27. Thank you for your inquiry on the 2003 Honda Accord EX. Below you
will find information regarding the vehicle that most closely matches the
vehicle you selected, along with other important information for you.
You can view our entire inventory online at: www.jaywolfehonda.com
Year-Make Model Invoice MSRP E-Price Stock #
2003 Honda Accord $19,900 $22,060 $20,400 H31155
In addition, here are a few other vehicles we selected, based on your
inquiry, that you may want to consider:
Year-Make Model Invoice MSRP E-Price Stock #
2003 Honda Accord $15,407 $16,260 $15,907 available
2003 Honda Accord $17,698 $19,660 $18,195 H32068
2003 Honda Civic $15,094 $16,470 $15,194 H32098
Additionally, the manufacturer may offer special APR’s (interest rates)
on select models that are subject to credit approval.
Email Response AnalysisEmail Response Analysis

28. 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 Internet
Price-Quote Follow-up word track from Reynolds Consulting
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
First Call After Sending Personalized ResponseFirst Call After Sending Personalized Response
Purpose:
9/13 @ 12:32 PM -9/13 @ 12:32 PM - Received Call from Charla at Jay Wolfe HondaReceived Call from Charla at Jay Wolfe Honda
inin LESSLESS thanthan ONEONE hour after receiving price quotes on 4 carshour after receiving price quotes on 4 cars
Phone Follow-up AnalysisPhone Follow-up Analysis

29. The most successfulThe most successful
eBusiness DealerseBusiness Dealers
focus on scheduling anfocus on scheduling an
appointment by using aappointment by using a
form that has a dualform that has a dual
purpose ofpurpose of “Information“Information
Gathering Tool”Gathering Tool” andand
suggested Phone Scriptsuggested Phone Script
during each call…during each call…
Let’s take a closer look atLet’s take a closer look at
this tool and how it is usedthis tool and how it is used
by dealers...by dealers...
Phone Follow-up AnalysisPhone Follow-up Analysis
Call MadeCall Made
WithinWithin
15 Minutes15 Minutes
(secret sauce)(secret sauce)
Call MadeCall Made
WithinWithin
15 Minutes15 Minutes
(secret sauce)(secret sauce)

30. Telephone ProcessTelephone 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 an email follow-up call
• Word Track Forms (scripts) are used for training
and collecting customer information during each
call that is made immediately after sending
personalized email response

31. ROI from eBusinessROI from eBusiness
Requires Managed FocusRequires Managed Focus
1. Dedicated People who are held Accountable
for measurable results that are tracked
2. Documented Processes that clearly identify
the minimum tasks that must be executed
3. Performance Metrics that supply the dealer
with execution compliance measurement
4. Coaching & Mentoring from experienced
sources of results-based eBusiness
knowledge regarding effective processes

32. 2.2%1.9%
7.3%
30.0%
22.4%
15.3%
9.0%
12.0%
13 or
More
Weeks
9 to 12
Weeks
5 to 8
Weeks
3 to 4
Weeks
1 Day to
2 Weeks
1 Day to
1 Week
2 Weeks 3 or
More
Weeks
Before Visiting First DealerBefore Visiting First Dealer After Visiting First DealerAfter Visiting First Dealer
89% of Internet Users Go Online Before Visiting a dealership89% of Internet Users Go Online Before Visiting a dealership
59% Go Online 3 weeks or more before visiting a dealership59% Go Online 3 weeks or more before visiting a dealership
Based to IUs

33. Do Dealer web sites generate showroom traffic and phone calls…Do Dealer web sites generate showroom traffic and phone calls…
In addition to the Internet leads we’ve come to expect?In addition to the Internet leads we’ve come to expect?
1
Based to total respondents
2
Based to those respondents who pre-contacted dealer by telephone or e-mail.
Multiple responses allowed.
79%
21%
All Internet Users (IU) Who Visited Dealer
after visiting Dealer or OEM Web Site
YES¹
Pre-Showroom Visit Dealer Contact1
Contact Method2
39%
85%
Email²
Phone²
Dealers May Not Realize the Showroom Visit orDealers May Not Realize the Showroom Visit or
Phone Call Originated from Integrated Marketing…Phone Call Originated from Integrated Marketing…
Direct Showroom Visit1

34. Web SiteWeb Site
LeadLead
VolumeVolume
formula
Phone CallsPhone Calls
from Dealerfrom Dealer
Web SiteWeb Site
formula
ShowroomShowroom
Traffic fromTraffic from
Dealer WebDealer Web
Site VisitorsSite Visitors
Total TrafficTotal Traffic
(Lead+Phone(Lead+Phone
+Showroom)+Showroom)
5050 (50/.39)x.85
109109 [(50/.39)/
.21]x.79 482482 641641
100100 (100/.39)x.85
218218 [(100/.39)/
.21]x.79 964964 1,2821,282
150150 (150/.39)x.85
327327 [(150/.39)/
.21]x.79 1,4471,447 1,9241,924
200200 (200/.39)x.85
436436 [(200/.39)/
.21]x.79 1,9281,928 2,5642,564
Internet Leads + Phone LeadsInternet Leads + Phone Leads + Showroom Visits+ Showroom Visits = Integrated Marketing= Integrated Marketing
What does this mean?
Internet Leads + Phone LeadsInternet Leads + Phone Leads + Showroom Visits+ Showroom Visits = Integrated Marketing= Integrated Marketing

35. Vehicle Shopper Behavioral ProfilesVehicle Shopper Behavioral Profiles¹¹
1
Profile Index of 100 equates to the industry average
Internet Users
(IU)
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

36. Internet's Impact on Decisions of IUs
49%
44% 46%
38% 38%
42%
32%
39%
29% 31%
13%
11%
15%
13% 11%
20%
30%
40%
50%
60%
70%
80%
90%
100%
110%
Time Investors Dealerphobes Experts* Price Sensitive* Empowered
Negotiators*
Psychographic Profiles
%"BigImpact"
How much to pay Make/model puch Dealer purch from
Based to IUs
* Small sample

37. Submitting Purchase Requests
26%
33%
24%
29%
21%
0%
10%
20%
30%
40%
Time Investors Dealerphobes Experts* Price Sensitive* Empowered
Negotiators*
Psychographic Profiles
%SubmittedPurchaseRequest
Submitted Online Request
33%
26%
24 %
29%
21%
Based to All IUs
* Small sample

38. Courtesy ChevroletCourtesy Chevrolet
Lead Management Process (LMP):
Automated Reply w/Info Validation & Map
First Email w/Price Quotes on 4 Vehicles
Phone follow-up to verify receipt of email
Email Confirmation when Voicemail is left
Get second email address during phone call
Outbound Follow-up Calls made by BDC
Inbound Sales Calls handled by BDC
Appointment Reception Process