Autobytel has partnered with Polk to track sales results on all Autobytel New and Used Car Quote Requests. Polk matches these leads to State Registration data for all 50 States. Scott will discuss numerous standard reports that include: Close Rate by Source, Close Rate by Make, Crossover between Makes (submitted a lead for a Toyota and bought a Nissan), Crossover between New and Used (submitted a lead for New and bought Used), and Time in Between Lead Submissions and Purchase. Most importantly, what can dealers can do with this information will be discussed. By the end of this discussion, you may redefine who your “competition” really is and refine your Internet Sales process. For a Toyota dealer, you may find you aren’t losing business to the local Toyota store, rather, to the used independent across town.
Digital identity of devices and its potential impact in the automotive afterm...Arindam Sen
The presentation is a part of my ongoing research on emerging technologies like IoT, Blockchain, RPA and AI and its potential application across different industries. This particular presentation showcases how Digital Identity of Devices maintained in a Blockchain network can transform the Automotive Aftermarket Industry and address global challenges like counterfeiting and increase customer retention and revenue for OEMs (automobile manufacturers).
With new technology continuing to drive the future direction of the automotive industry and with the explosion of e-commerce, retailers of all kinds are scrambling to create compelling shopping experiences that will get customers into their stores.
Access this presentation to help you understand how integrating relevant digital customer experiences into your dealership’s sales and service processes can drive revenue and improve customer satisfaction.
We will show you how you can:
● Create a unique customer experience with onsite touchscreen kiosks and in-store connectivity to guest phones and tablets.
-Strengthen customer loyalty with touchscreen applications that make dealer service more efficient and more transparent.
● Examine opportunities for extending your reach by placing digital kiosks in a shopping mall or other public space.
● Consider key factors when choosing equipment, including size, sound, format, placement and light.
To learn more visit: https://www.viewpointkiosks.com
Digital identity of devices and its potential impact in the automotive afterm...Arindam Sen
The presentation is a part of my ongoing research on emerging technologies like IoT, Blockchain, RPA and AI and its potential application across different industries. This particular presentation showcases how Digital Identity of Devices maintained in a Blockchain network can transform the Automotive Aftermarket Industry and address global challenges like counterfeiting and increase customer retention and revenue for OEMs (automobile manufacturers).
With new technology continuing to drive the future direction of the automotive industry and with the explosion of e-commerce, retailers of all kinds are scrambling to create compelling shopping experiences that will get customers into their stores.
Access this presentation to help you understand how integrating relevant digital customer experiences into your dealership’s sales and service processes can drive revenue and improve customer satisfaction.
We will show you how you can:
● Create a unique customer experience with onsite touchscreen kiosks and in-store connectivity to guest phones and tablets.
-Strengthen customer loyalty with touchscreen applications that make dealer service more efficient and more transparent.
● Examine opportunities for extending your reach by placing digital kiosks in a shopping mall or other public space.
● Consider key factors when choosing equipment, including size, sound, format, placement and light.
To learn more visit: https://www.viewpointkiosks.com
Tactical Brand Marketing Plan - UBER Munich, GermanyEvelyn Sindermann
A market analysis of UBER in the German market (Munich) with recommendations for a tactical brand strategy that increases revenue to €8.2M by the end of 2015 and doubles the market share to 14.8% by 2020.
The MOST COMPLETE Auto Marketing System Built by Auto Dealer for Auto Dealers. Get your inventory on YouTube with custom videos with custom voice overs. 100% Lead Tracking Generation Service. Post to Craig's List, Backpage, eBay. Create an eBay auction in 2 minutes with this service. Post Cars, RVs, Cycles and Boats.
This is my vision on the future of Uber community organization. It broadly covers the following topics for the community operations in CEE region:
/ Key success factors
/ Mission and values
/ Stakeholder management
/ Value proposition
/ Map of goals
/ Metrics
/ Initiatives
/ Organizational model
/ Modus operandi
/ Roll-out
/ Costs & benefits
/ How to write a success story
Interested in a 2011 Hyundai Sonata? Keffer Hyundai wants to give you a reason to come to Charlotte, North Carolina and drive off the lot in a Sonata! Browse through the online evidence manual and drive to Keffer Hyundai in NC today!
Tracknext is India's 1st Business Social Network | 83% SEO | Smart Search Representation of Business Page | Try TrackNext Today to Gain Extra Traffic/ Clients for your business
Corolla car price in Bangladesh is economical. Corolla was the top of the line car worldwide by 1974 and has been a standout amongst other best selling cars on the planet from that point forward. Corolla are liked to be ones first car as it is much solid and proficient.
Car Details: https://goo.gl/thtMks
Google Search Text:
corolla car price in bangladesh,
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toyota x corolla price in bangladesh,
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Tactical Brand Marketing Plan - UBER Munich, GermanyEvelyn Sindermann
A market analysis of UBER in the German market (Munich) with recommendations for a tactical brand strategy that increases revenue to €8.2M by the end of 2015 and doubles the market share to 14.8% by 2020.
The MOST COMPLETE Auto Marketing System Built by Auto Dealer for Auto Dealers. Get your inventory on YouTube with custom videos with custom voice overs. 100% Lead Tracking Generation Service. Post to Craig's List, Backpage, eBay. Create an eBay auction in 2 minutes with this service. Post Cars, RVs, Cycles and Boats.
This is my vision on the future of Uber community organization. It broadly covers the following topics for the community operations in CEE region:
/ Key success factors
/ Mission and values
/ Stakeholder management
/ Value proposition
/ Map of goals
/ Metrics
/ Initiatives
/ Organizational model
/ Modus operandi
/ Roll-out
/ Costs & benefits
/ How to write a success story
Interested in a 2011 Hyundai Sonata? Keffer Hyundai wants to give you a reason to come to Charlotte, North Carolina and drive off the lot in a Sonata! Browse through the online evidence manual and drive to Keffer Hyundai in NC today!
Tracknext is India's 1st Business Social Network | 83% SEO | Smart Search Representation of Business Page | Try TrackNext Today to Gain Extra Traffic/ Clients for your business
Corolla car price in Bangladesh is economical. Corolla was the top of the line car worldwide by 1974 and has been a standout amongst other best selling cars on the planet from that point forward. Corolla are liked to be ones first car as it is much solid and proficient.
Car Details: https://goo.gl/thtMks
Google Search Text:
corolla car price in bangladesh,
x corolla price in bangladesh,
toyota x corolla price in bangladesh,
buy car in bangladesh,
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toyota corolla 2015 price in bangladesh,
toyota corolla 2017 price in bangladesh,
Today's marketing is about connecting with the customers, creating innovative relationships and providing unique experience locally and globally. Methods are numerous; the most innovative and customer &culture sensitive companies win the customers, i.e. the business.
How Lead Loyal are Women Car Buyers? And why it's important to care
In this session, Scott Pechstein, VP of Sales and lead trainer for Autobytel Inc., highlights the buying motivations of today?s women car buyers and tips to help retailers improve lead loyalty, enhance customer service, and ultimately sell more cars to women consumers.
Analysis of case study Autobytel.com by Harvard Business School...
To get a copy of this report, share your views about the document with your email id in Comments section... I keep on updating my presentations and documents. To ensure that you don't miss any update or new uploads don't forget to press the "FOLLOW" and "LIKE" button. You can also mail me at manigarg21@gmail.com
Scott Pechstein – How to Increase Your Internet Lead Closing RatioSean Bradley
Autobytel has partnered with Polk to track sales results on all Autobytel New and Used Car Quote Requests. Polk matches these leads to State Registration data for all 50 States. Scott will discuss numerous standard reports that include: Close Rate by Source, Close Rate by Make, Crossover between Makes (submitted a lead for a Toyota and bought a Nissan), Crossover between New and Used (submitted a lead for New and bought Used), and Time in Between Lead Submissions and Purchase. Most importantly, what can dealers can do with this information will be discussed. By the end of this discussion, you may redefine who your “competition” really is and refine your Internet Sales process. For a Toyota dealer, you may find you aren’t losing business to the local Toyota store, rather, to the used independent across town.
Automotive Inventory Syndication - Take Control of Your Marketing and Your In...Lydie Wolfensperger
AT results at a fraction of the cost. Automotive syndication allows dealers to take control of their marketing and their inventory. It automates the creation of car videos with voice-overs and vehicle specific landing pages (VSLPs aka VDPs). It maintains brand consistency while distributing inventory around the net. In essence it provides unheard of exposure and results for a fraction of the cost of AT alone.
Don't get owned marketing your Certified Pre-Owned Inventory (CPO) - Presente...Ian Cruickshank
Bring CPO Marketing to the Next Level
We know that pre-owned shoppers evaluate cars differently than new car shoppers. Pre-owned buyers evaluate the make, model and the individual vehicle, while new car shoppers typically only evaluate the model and trim.
However, many OEMs still market their CPOs the same way they market their new vehicles: through branding and incentives but not down to the individual vehicle.
Luckily, dealerships have been marketing individual vehicles for years and have made amazing strides at optimizing inventory based marketing. Come learn about the technology and optimization tips that OEMs can use to bring CPO marketing to the next level.
You’ll learn:
Which dealership marketing techniques can easily translate to CPO campaigns
What advances in technology have been made to enable better marketing
New metrics to gauge success for CPO campaigns
Drivers for Digital Growth: Adthena, Ashley FletcherAdthena
Adthena Automotive Industry Insights
Ashley Fletcher, VP of Marketing, Adthena
Presented at Drivers for Digital Growth, an automotive summit co-hosted by Adthena and Jellyfish
This is part of our presentation for the paper 'Understanding Consumers in India' taken at Amity Business School, Noida. Our Presentation was based on the study done by Deloitte India for the same.
Buyers’ needs are not considered in more than 40% of sales
The research found that dealership personnel didn’t gather information such as what the buyer is looking for, how the vehicle will be used and how much a buyer is comfortable spending.
Automotive Customer Satisfaction Pulse Study conducted by BARE International
Three major automotive brands — Jeep, Toyota and Ford — were evaluated across 10 countries. The study investigated five relevant touch-points of the customer journey:
—Pre-visit telephone call
—Arrival at the dealership
—Sales advisor interaction
—Sales closing
—General impressions and recommendations
IS20G15 - (Almost) Everything I Learned About Leadership, I Learned From My D...Sean Bradley
(Almost) Everything I Learned About Leadership, I Learned From My Dad presented by Tracy E. Myers, CMD
IS20G15 - Baltimore, MD
Lord Baltimore Hotel
April 15-17, 2024
IS20G15 - Two Doggies, A Giraffe, & A Crocodile: How Our Mind Entangles Succe...Sean Bradley
Two Doggies, A Giraffe, & A Crocodile: How Our Mind Entangles Success presented by L.A. "The Blind Master" Williams
IS20G15 - Baltimore, MD
Lord Baltimore Hotel
April 15-17, 2024
IS20G15 - How To Generate High-Quality & Cost Effective Traffic by Utilizing ...Sean Bradley
How To Generate High-Quality & Cost Effective Traffic by Utilizing the #1 Social Media Platform: TikTok - Tianna Mick & Jazmin Thadani
IS20G15 - Baltimore, MD
Lord Baltimore Hotel
April 15-17, 2024
IS20G15 - Positioned For Growth™: A Proven Strategy to Modernize Your Busines...Sean Bradley
Positioned For Growth™: A Proven Strategy to Modernize Your Business and Achieve Record Revenue presented by Cory Mosley, CSP
IS20G15 - Baltimore, MD
Lord Baltimore Hotel
April 15-17, 2024
IS20G15 - Lights, Camera, Traction! Closing More Deals with the Power of Vide...Sean Bradley
Lights, Camera, Traction! Closing More Deals with the Power of Video presented by Margaret Henney
IS20G15 - Baltimore, MD
Lord Baltimore Hotel
April 15-17, 2024
Leveraging Customer Intelligence: Revolutionizing Automotive Customer Experience with Data presented by Ben Chodor
IS20G15 - Baltimore, MD
Lord Baltimore Hotel
April 15-17, 2024
IS20G15 - Vehicle Lifecycle Management is the Next Horizon, Are You Ready? - ...Sean Bradley
Vehicle Lifecycle Management is the Next Horizon, Are You Ready? presented by Danny Zaslavsky
IS20G15 - Baltimore, MD
Lord Baltimore Hotel
April 15-17, 2024
Dealers spend OVER $1 billion per month ($65,000 per month x 16,500+ franchise dealerships) on marketing, advertising, and lead generation. But often, there isn't a solid strategy in place to actually engage and convert these opportunities.
Sean V. Bradley has spent the last 23 years pioneering automotive internet sales and business development. He has helped 3,700+ dealerships generate over $1.5 billion in additional revenue, utilizing his unique lead follow-up and engagement strategy.
In this 50-minute session, Sean will:
1. Answer the questions:
What is the best infrastructure to handle Internet, phone, and BDC leads to yield the HIGHEST closing ratio and gross?
Is it showroom sales consultants or BDC reps?
How many reps do you need to handle X number of leads?
2. Cover lead handling/follow-up strategies for each of the main lead classifications:
- New Car
- Used Car
- Special Finance
3. Give you the most effective CRM Strategy that will immediately increase your engagements and conversions - Show you powerful new ways to follow up with your leads and opportunities that will double, triple, and even quadruple your engagements
- Social Media DMs
- Facebook
- Instagram
- Whats App
- LinkedIn
- TikTok
- Venmo
- Cash App
- Video Email and Video Text Messaging
4. Sean will also break down how Bob Ruth Ford's Internet Department went from 75 units per month to 320 units per month in a location with only 2,500 residents!
Digital Dealer Tampa May 2023 (Crissy & Tianna)Sean Bradley
In this session, Crissy Burton of Hubler Automotive Group, one of the highest-performing sales professionals, will share her proven tips and formula for success! She will discuss how you/your sales team can build a pipeline and increase business from new and repeat customers.
In this fireside-style chat with Tianna Mick, Crissy will discuss how she consistently breaks sales records at the dealership. Walk away with a proven formula to attract customers to the dealership and close more sales. This formula has helped Crissy to sell 74 units on the showroom sales floor with no assistants and all special finance customers by cultivating relationships.
You will learn:
1. How sales personnel can achieve work/life balance while having a successful career in automotive
2. How to build a personal brand that drives more traffic into the dealership and increases sales
3. How to use Instagram and Facebook Marketplace listings to attract potential customers
4. Special finance secrets and strategies to implement at your dealership
Call 856-546-2440 or Text 610-607-3231 to set up a time to meet with the Dealer Synergy Team at the Dealer Synergy Book at Digital Dealer Tampa May 1st - 3rd, 2023!
MasterClass - How to Properly Qualify & Utilize a Needs Assessment WorksheetSean Bradley
Dealers, Managers, and Car Sales Professionals:
How frustrating is it to know that you’re burning through ups?
I mean, you have the people at your dealership, or at least in your CRM.
However, for some reason, too many of these deals aren’t closing.
NADA says that the number one reason people don’t buy cars is because they have landed on the wrong car. They've landed on the wrong car because we haven’t properly qualified the Prospect.
How would you like an established automotive expert, Sean V. Bradley CSP, to show your entire sales team:
How to properly qualify prospects so they’re not wasting time at the dealership
How to get more money down so that your deals are more profitable than ever
The biggest mistake car people make which lands prospects on the wrong car and how to avoid it.
If this is something you’d like your team to master, then register them for this online training hosted by Dealer Synergy called:
‘How to Properly Qualify and Utilize a Customer Needs Assessment Worksheet’
Our dealer clients who are currently using this system rave about how productive it has made their sales team, so if this is something that sounds like it would help your dealership, then click here to register your team now!
P.S. To be transparent, many of our Dealer Synergy clients admitted to feeling desperate, frustrated and discouraged before implementing this system; so please don’t let your team miss this master class!
Fleet management these days is next to impossible without connected vehicle solutions. Why? Well, fleet trackers and accompanying connected vehicle management solutions tend to offer quite a few hard-to-ignore benefits to fleet managers and businesses alike. Let’s check them out!
In this presentation, we have discussed a very important feature of BMW X5 cars… the Comfort Access. Things that can significantly limit its functionality. And things that you can try to restore the functionality of such a convenient feature of your vehicle.
What Does the PARKTRONIC Inoperative, See Owner's Manual Message Mean for You...Autohaus Service and Sales
Learn what "PARKTRONIC Inoperative, See Owner's Manual" means for your Mercedes-Benz. This message indicates a malfunction in the parking assistance system, potentially due to sensor issues or electrical faults. Prompt attention is crucial to ensure safety and functionality. Follow steps outlined for diagnosis and repair in the owner's manual.
Things to remember while upgrading the brakes of your carjennifermiller8137
Upgrading the brakes of your car? Keep these things in mind before doing so. Additionally, start using an OBD 2 GPS tracker so that you never miss a vehicle maintenance appointment. On top of this, a car GPS tracker will also let you master good driving habits that will let you increase the operational life of your car’s brakes.
𝘼𝙣𝙩𝙞𝙦𝙪𝙚 𝙋𝙡𝙖𝙨𝙩𝙞𝙘 𝙏𝙧𝙖𝙙𝙚𝙧𝙨 𝙞𝙨 𝙫𝙚𝙧𝙮 𝙛𝙖𝙢𝙤𝙪𝙨 𝙛𝙤𝙧 𝙢𝙖𝙣𝙪𝙛𝙖𝙘𝙩𝙪𝙧𝙞𝙣𝙜 𝙩𝙝𝙚𝙞𝙧 𝙥𝙧𝙤𝙙𝙪𝙘𝙩𝙨. 𝙒𝙚 𝙝𝙖𝙫𝙚 𝙖𝙡𝙡 𝙩𝙝𝙚 𝙥𝙡𝙖𝙨𝙩𝙞𝙘 𝙜𝙧𝙖𝙣𝙪𝙡𝙚𝙨 𝙪𝙨𝙚𝙙 𝙞𝙣 𝙖𝙪𝙩𝙤𝙢𝙤𝙩𝙞𝙫𝙚 𝙖𝙣𝙙 𝙖𝙪𝙩𝙤 𝙥𝙖𝙧𝙩𝙨 𝙖𝙣𝙙 𝙖𝙡𝙡 𝙩𝙝𝙚 𝙛𝙖𝙢𝙤𝙪𝙨 𝙘𝙤𝙢𝙥𝙖𝙣𝙞𝙚𝙨 𝙗𝙪𝙮 𝙩𝙝𝙚 𝙜𝙧𝙖𝙣𝙪𝙡𝙚𝙨 𝙛𝙧𝙤𝙢 𝙪𝙨.
Over the 10 years, we have gained a strong foothold in the market due to our range's high quality, competitive prices, and time-lined delivery schedules.
Ever been troubled by the blinking sign and didn’t know what to do?
Here’s a handy guide to dashboard symbols so that you’ll never be confused again!
Save them for later and save the trouble!
Symptoms like intermittent starting and key recognition errors signal potential problems with your Mercedes’ EIS. Use diagnostic steps like error code checks and spare key tests. Professional diagnosis and solutions like EIS replacement ensure safe driving. Consult a qualified technician for accurate diagnosis and repair.
Core technology of Hyundai Motor Group's EV platform 'E-GMP'Hyundai Motor Group
What’s the force behind Hyundai Motor Group's EV performance and quality?
Maximized driving performance and quick charging time through high-density battery pack and fast charging technology and applicable to various vehicle types!
Discover more about Hyundai Motor Group’s EV platform ‘E-GMP’!
5 Warning Signs Your BMW's Intelligent Battery Sensor Needs AttentionBertini's German Motors
IBS monitors and manages your BMW’s battery performance. If it malfunctions, you will have to deal with an array of electrical issues in your vehicle. Recognize warning signs like dimming headlights, frequent battery replacements, and electrical malfunctions to address potential IBS issues promptly.
Why Is Your BMW X3 Hood Not Responding To Release CommandsDart Auto
Experiencing difficulty opening your BMW X3's hood? This guide explores potential issues like mechanical obstruction, hood release mechanism failure, electrical problems, and emergency release malfunctions. Troubleshooting tips include basic checks, clearing obstructions, applying pressure, and using the emergency release.
What Exactly Is The Common Rail Direct Injection System & How Does It WorkMotor Cars International
Learn about Common Rail Direct Injection (CRDi) - the revolutionary technology that has made diesel engines more efficient. Explore its workings, advantages like enhanced fuel efficiency and increased power output, along with drawbacks such as complexity and higher initial cost. Compare CRDi with traditional diesel engines and discover why it's the preferred choice for modern engines.
Comprehensive program for Agricultural Finance, the Automotive Sector, and Empowerment . We will define the full scope and provide a detailed two-week plan for identifying strategic partners in each area within Limpopo, including target areas.:
1. Agricultural : Supporting Primary and Secondary Agriculture
• Scope: Provide support solutions to enhance agricultural productivity and sustainability.
• Target Areas: Polokwane, Tzaneen, Thohoyandou, Makhado, and Giyani.
2. Automotive Sector: Partnerships with Mechanics and Panel Beater Shops
• Scope: Develop collaborations with automotive service providers to improve service quality and business operations.
• Target Areas: Polokwane, Lephalale, Mokopane, Phalaborwa, and Bela-Bela.
3. Empowerment : Focusing on Women Empowerment
• Scope: Provide business support support and training to women-owned businesses, promoting economic inclusion.
• Target Areas: Polokwane, Thohoyandou, Musina, Burgersfort, and Louis Trichardt.
We will also prioritize Industrial Economic Zone areas and their priorities.
Sign up on https://profilesmes.online/welcome/
To be eligible:
1. You must have a registered business and operate in Limpopo
2. Generate revenue
3. Sectors : Agriculture ( primary and secondary) and Automative
Women and Youth are encouraged to apply even if you don't fall in those sectors.
Scott Pechstein – Why buying 3rd party is still the most efficient advertisement
1. Why buying 3rd party is still the
most efficient advertisement
Plus: How to engage the consumer in their
preferred method of communication to
increase engagement
2. • How we gathered our results
• ROI of internet leads
• What is influencing buying behavior
• Best Practices (Phone, Email, Text, Chat)
• Mobile Opportunities
Topics
Copyright (c) 2014 Autobytel Inc.
3. Overview
Who is “Polk”
Over 5 million Autobytel internet leads sent to Polk annually
Polk matches leads to State Registration data for all 50 states
“Committed” = Purchased the brand in the internet request
Close rate by source Close rate by make
Crossover between makes
(submitted lead for Toyota and bought
Nissan)
Crossover between
New and Used
(submitted lead for New and bought Used)
Time between lead
submission and purchase
Lost sales report
by dealer
Copyright (c) 2014 Autobytel Inc.
4. Industry Influences
Brand
Parity
Merging of Tier One and
Tier Two brands
•Domestic Bankruptcies
•Recalls
•Tsunami
Less loyal
generations of
consumers
Product
Parity
Increased
Marketing spend
Industry quality
awards
More time spent
researching on
web sites &
inventory
Improved
on-line
content
Purchase behaviors continue to change
Consumer use of
ratings & reviews
Copyright (c) 2014 Autobytel Inc.
5. • New Vehicle buyers spend 11.5 hours online (Source: R.L.Polk/AutoTrader.com
Automotive Buyer Influence Study)
• 37% of shoppers enter the market without a specific brand in mind
(Source: Compete Vehicle Cross Shopping Analysis, July 2012)
• 59% of consumers don’t decide which vehicle to buy until the last
week (Source: JDP 2012 New Auto shopper Study)
• New-vehicle shoppers consider average of 3.3 vehicles – up from
2012 (source: JDP 2013 Avoider Study)
• Baby Boomers only visit 1.9 dealers and overall based on
dealership experience all generations express a desire to avoid
salespeople in the future
( source: AutoTrader Next Generation Car Buyer Study)
Industry Studies
Copyright (c) 2014 Autobytel Inc.
6. • Autobytel base line close rate
is 16 - 25%
• If a dealer is closing less than
the base line they are losing
sales and revenue
Why This Data is critical to dealers
Copyright (c) 2014 Autobytel Inc.
7. Buying Funnel
Not Really – Just Different
Research
Consideration
Lead
Evaluate Evaluate Evaluate
Vehicle 1 Vehicle 2 Vehicle 3
Purchase
Copyright (c) 2014 Autobytel Inc.
8. What’s changed?
• Myth – When a consumer submits an internet lead, my
competition is my fellow brand dealer in the area . . .
• Truth – The consumer is still shopping brands as the
consideration set is being finalized
• Consumers submit leads as a starting point to begin the
discovery and analysis of their consideration set.
Copyright (c) 2014 Autobytel Inc.
9. Lost Sales Dealer Reports
Leads Purchased from Detailed Dealers
Purchases based on 1 month of leads and up to 3 months registration period
Sales Match Period: Lead Date + 90
Autobytel Dealer Name
Number of
Leads
Total
Purchased Purch. Assigned Dealer Purch. Other Dealer Purch. Other Dealer
Anytown Chevy 33 14 7 7
CHEVROLET | CRUZE | 2013 Main Street GMC CHEVROLET | EQUINOX | 2013
CHEVROLET | EQUINOX |
2011 Main Street Honda CHEVROLET | EQUINOX | 2011
CHEVROLET | SONIC | 2013 Premium Toyota TOYOTA | PRIUS V | 2013
CHEVROLET | CAMARO |
2013 Hometown Ford CHEVROLET | TRAVERSE | 2011
CHEVROLET | EQUINOX |
2013 GMC of Anytown CHEVROLET | EQUINOX | 2006
GMC | ACADIA | 2013 Import Kia KIA | SPORTAGE | 2013
CHEVROLET | SILVERADO |
2013 Great GMC CHEVROLET | IMPALA | 2013
Dealer had 21%
Close Rate but
lost 7 additional
sales
Copyright (c) 2014 Autobytel Inc.
10. Why Third Party Leads
• Return on Investment
– Anytown Chevrolet - $25 per lead X 33 leads = $825 expense
• 7 confirmed sales (probably more) x $1,000 front end and $1,000 back end
• $14,000 - $825 = $13,175 gross profit
• Cost per sale = $118 – ROI 16 :1
– What if Anytown got 3 of those 7 lost sales
• 10 sales X $2,000 = $20,000
• $20,000 - $825 = $19,175 gross profit
• Cost per sale = $82.50 – ROI 23:1
– What if Anytown only got 3 sales
• $6,000 - $825 = $5,175 gross profit
• Cost per sale = $275 – ROI 6:1
– ONLY 1 sale
• $2,000 - $825 = $1,175 – still ROI positive
Copyright (c) 2014 Autobytel Inc.
11. Brand Defection - Demographics
• Bought a different Make
• (New or Used)
•53.61%
Submitted a
New Car
Purchase Request
Based on Household income
Less than $15,000 = 60.45%
Over $150,000 = 49.85%
Based on Age Head of Household
18 to 24 = 68.12%
55 to 64 = 51.28%
Demographics show variance in buying behaviors
Based on Gender
Male = 51.44% Female = 54.19%
Copyright (c) 2014 Autobytel Inc.
12. Brand Defection - Demographics
• Bought a different Make
• (New or Used)
•53.61%
Submitted a
New Car
Purchase Request
Based on Household income
Less than $15,000 = 60.45%
Over $150,000 = 49.85%
Based on Age Head of Household
18 to 24 = 68.12%
55 to 64 = 51.28%
Demographics show variance in buying behaviors
Based on Gender
Male = 51.44% Female = 54.19%
Copyright (c) 2014 Autobytel Inc.
13. Correlation “Committed*” / Loyalty
Autobytel “Committed”
Brands – Bought New
– SUBARU
– TOYOTA
– HONDA
– CHEVROLET
– NISSAN
– JEEP
– DODGE
– FORD
– CADILLAC
– HYUNDAI
“Committed” = bought the brand that the lead was submitted for. Copyright (c) 2014 Autobytel Inc.
14. Correlation “Committed*” / Loyalty
Autobytel “Committed”
Brands – Bought New
– SUBARU
– TOYOTA
– HONDA
– CHEVROLET
– NISSAN
– JEEP
– DODGE
– FORD
– CADILLAC
– HYUNDAI
Polk Loyalty Ranking Q1
2013
– FORD
– TOYOTA
– HONDA
– CHEVROLET
– NISSAN
– MERCEDES-BENZ
– BMW
– SUBARU
– LEXUS
– HYUNDAI
“Committed” = bought the brand that the lead was submitted for. Copyright (c) 2014 Autobytel Inc.
15. Brand Defection Buying Patterns
Buying Pattern after New Car Lead Submission
2012 Polk sales results
Copyright (c) 2014 Autobytel Inc.
16. Brand Defection Buying Patterns
Buying Pattern after New Car Lead Submission
Copyright (c) 2014 Autobytel Inc.
17. New to Used Defection
• Bought Used – any make
•40.23%
Submitted a
New Car
Purchase
Request
Based on Household income
Less than $15,000 = 55.81%
Over $150,000 = 28.52%
Copyright (c) 2013 Autobytel Inc.
Based on Age of Head of Household
18 to 24 = 67.59%
55 to 64 = 33.74%
Demographics show variance in buying behaviors
Copyright (c) 2014 Autobytel Inc.
18. New to Used Defection
• Bought Used – any make
•40.23%
Submitted a
New Car
Purchase
Request
Based on Household income
Less than $15,000 = 55.81%
Over $150,000 = 28.52%
Copyright (c) 2013 Autobytel Inc.
Based on Age of Head of Household
18 to 24 = 67.59%
55 to 64 = 33.74%
Demographics show variance in buying behaviors
Copyright (c) 2014 Autobytel Inc.
19. New to Used Buying Pattern
Buying Pattern after New Car Lead Submission
Copyright (c) 2014 Autobytel Inc.
20. New to Used Buying Pattern
Buying Pattern after New Car Lead Submission
Copyright (c) 2014 Autobytel Inc.
21. Off-line Experience
Copyright (c) 2014 Autobytel Inc.
Less visits = more burden on the internet lead process to drive visits
Baby Boomers visit 1.9 dealerships
Gen X visit 2.5 dealerships
Gen Y visit 3.1 dealerships
Based on their dealership
experience, in the future they
will avoid salespeople:
56% Gen Y
49% Gen X
37% Baby Boomers
(AutoTrader.com Next Generation Car Buyer Study Sept 2013)
22. Off-line Advantages
Dealership Brand is featured
• Ability to test drive and explore vehicle features and benefits
• Ability for a professional walk around of the vehicle
Sales Consultant can be a vehicle consultant:
• Who will be driving the car?
• How will the car be used?
• What features are important in a vehicle?
Ability to profile the consumer to lead them down a personalized vehicle
presentation
• New/Used/CPO – Model – Trim – Colors – Optional Equipment
Copyright (c) 2014 Autobytel Inc.
23. On-line Experience
What demographics and buying behavior
trends do we know about this consumer?
How committed are they to my brand?
Do we stop at price or do we start asking
questions?
Copyright (c) 2014 Autobytel Inc.
24. On-line Challenge
How can we give them the off-line dealership
visit experience?
How do we create a need for them to visit my
dealership?
This applies to responding to leads plus
website strategies to drive showroom
traffic
Copyright (c) 2014 Autobytel Inc.
25. On-line lead responses (phone and form)
Internet Sales Consultant can be pigeon holed into
being an information provider:
1) Do you have the car I want?
2) What is the price?
When a consumer submits a lead WE MAKE THEM
PICK A YEAR/MAKE/MODEL.
Is that the vehicle that really meets their needs?
Copyright (c) 2014 Autobytel Inc.
26. Traditional Best Practice
Why buy
from me
1
Vehicle of
interest
2
Alternative
vehicles
1 New
1 Used
3
Quick Response Time and Continuous Follow up
Copyright (c) 2014 Autobytel Inc.
27. Internet Process Needs to Change
Why Buy
Brand
1
Why buy
from me
2
Vehicle
of
interest
3
Alternative
vehicle(s)
4
All
used
options
5
One size fits all does not work – emphasis needs to vary for each deal
Copyright (c) 2014 Autobytel Inc.
28. Recap/Communicate Differently
• Email responses and talk tracks need to:
– Reinforce the brand – why BLANK is a great brand with a great
lineup
– Mention the various trim levels and other similar models
– Briefly explain CPO and your used inventory (all models)
• But the real opportunity lies in communicating
differently
– Texteo and Audio interaction
– Video and Audio interaction PLUS co-browsing
April 15, 2014
Copyright (c) 2014 Autobytel Inc.
29. Challenges
• The key challenge is contacting the consumer
– Challenges with Phone
• How many times do we call, and at different times?
• Do we call to sell the car or the appointment?
– Challenges with E-mail
• Do we use Automated responses and how often? Do they look like
Auto Responses?
• Do we give pricing on-line?
– Create a 2 way dialog instantaneously
• Do you give the consumer the option to Text your dealership?
• Do you offer Chat?
• Do you offer multiple communication options (video and audio)?
• Can you make your website a virtual showroom?
Copyright (c) 2013 Autobytel Inc.
Copyright (c) 2014 Autobytel Inc.
31. Who is Texting
• It is not just the Millennials that are texting
• Note the income levels – prime income demographics
Copyright (c) 2014 Autobytel Inc.
32. Call Volume vs. Text Volume
Click to call is very popular
on smartphones but note
how text volume out paces
call volume in all age
groups
Copyright (c) 2014 Autobytel Inc.
33. Text Leads
• Consumer adoption of Texting is growing
– 98% of text messages are read, compared to 22% of emails,
29% of tweets and 12% of Facebook posts. (Frost & Sullivan 2010, Slick Text)
• Limitation on characters leads to more of a conversation
than trying to cover every detail in one e-mail or phone
script
• Ability to be consultative
– Two way conversation
• Ability to respond to consumers on the lot
– Your lot and others
• 49% of automotive smartphone users made a purchase
related to that interaction (The xAd/Telmetrics Mobile Path to Purchase Study)
Copyright (c) 2014 Autobytel Inc.
34. Concerns Government compliance (TCPA)
Several recent text message cases have resulted in multi-
million dollar settlements. For instance:
• Lithia Motors - $2.5 million class-action settlement (between
$175 and $500/phone number)
• Twentieth Century Fox - $16 million class-action settlement
($200/ phone number)
• Simon & Schuster - $10 million class-action settlement
($175/ phone number)
• Timberland Company - $7 million class-action settlement
($150/ phone number)
35. Copyright (c) 2012 Autobytel Inc.
35
Text Gateway
• All communication is logged
into a Text Gateway to assist
with legal compliance
• Hierarchy rules in place to
hide the phone number from
unauthorized users
• Gateway stores Opt-in
consents and Opt-out STOP
• Text Gateway data can be
downloaded to dealership
CRM system for sales
tracking
Copyright (c) 2014 Autobytel Inc.
36. Interactive Engagement Platform
• A true “virtual up” to create a
high-touch interaction with
consumers
• Video, voice, chat and dual-
cursor guided browsing with any
visitor
• Explain incentives and offers to
visitors in real-time
• Traffic is viewed real time on the
website
With in-person visits to dealerships declining,
consumers are now walking around “virtual showrooms”
(automotive websites) to make their purchase
37. Conclusion
• The traditional buying funnel has changed
– More vehicles are being considered and the funnel is fluid
– Majority of consumers do not buy what they think they are going to buy
• Form leads are not dead but there are more options available today to
communicate beyond phone and e-mail
• It is not hard to have a positive ROI with Third Party Leads
• Text Communications is growing
– Actionable & Customer initiated
• Recent technology allows for bringing the showroom experience into desktop
and mobile devices
– Audio and Video Chat & Co-browsing
• Bottom line – allow consumers to communicate with you in their preferred
communication method
– Higher Engagement with More Efficient Communication
– Capture the high % that leave without filling out a lead form
Copyright (c) 2014 Autobytel Inc.
38. Thank you
• Scott Pechstein
• Vice President, Sales
• Direct: (949) 862-3001
• Mobile (949) 278-8618
• Scottp@autobytel.com
• Nasdaq ABTL
Copyright (c) 2014 Autobytel Inc.
Editor's Notes
Today we are going to do an overview of the buying behaviors exhibited by consumers submitting car pricing requests through Autobytel by focusing on 4 areas A dealerships’ competitive market conditions The consumers demographics Brand and vehicle segment of the request Brand loyaltyFor purposes of this presentation we will use the term “COMMITTED” meaning did the consumer purchase the brand originally intended in the quote requestFirst, lets at the process that lead to the results
Three factors are driving a change in buying behaviors BRAND PARITY PRODUCT PARITY IMPROVED ON-LINE CONTENT(add stories)
(just read this slide)
We know our baseline for a consumer submitting a quote request and buying a car is in the 16 – 25% range.Typically a dealer will be very pleased with an 8 to 10% close rate but you can see, even at that high close rate they are leaving many sales on the floor.Brad – what is Polk seeing in the market place
We all see the comments regarding the traditional buying funnel – that it is dead - but we feel there is still a buying funnel – it is just different.Various studies have shown that instead of narrowing, at various times in the funnel, the consumer is actually increasing their consideration set instead of narrowing the consideration list and a final decision is often done in the final week.
Consumers have to submit a make and model to start the process – keep in mind, we (the industry) forces them to select a make and model. We here in this room are pretty educated about new models and features but the average consumer, who shops for a vehicle every 5 years or so is typically not familiar with features, advantages and benefits of the new technologies and terms that a constantly more sophisticated vehicle launch entails.Dealers have been taught to 1) Respond quickly and 2) give pricing, availability and features of the vehicle shown in the quote requestWhen actually, the consumer is still considering other brands and there may be a different model or trim that better fits their needs
Let’s start with what we can see at a dealership level. This is an actual dealership with names changed. As you can see, even with a 21% close rate, they lost 50% of the sales. They lost 2 used car sales where the consumer bought a used Chevrolet at another dealer, even though the initial request was for a new car.They also lost 2 sales to other brands, reinforcing the fact that the consumer was still shopping and considering other brands. How we would coach this dealer is different than the message to a dealer losing a large number of same brand sales to a particular same brand dealer in their market or a dealer losing the majority of sales to another brand.Lets take a quick glance of the demographic implications on buying behavior
Consumers have to submit a make and model to start the process – keep in mind, we (the industry) forces them to select a make and model. We here in this room are pretty educated about new models and features but the average consumer, who shops for a vehicle every 5 years or so is typically not familiar with features, advantages and benefits of the new technologies and terms that a constantly more sophisticated vehicle launch entails.Dealers have been taught to 1) Respond quickly and 2) give pricing, availability and features of the vehicle shown in the quote requestWhen actually, the consumer is still considering other brands and there may be a different model or trim that better fits their needs
We have tons of slices on this data but in the essence of time, lets just look at a few. More details can be found in the case study we released recently.Of all the consumers who bought a car after submitting a new vehicle quote request – 53.61% bought a different brand (either new or used). This is Q1 2013 data but 2012 data was very similar. This again reinforces that the consumer is considering more than one brand in the funnel.Looking at some specific areas you can see that Household income has a significant impact on “Committed” ranging from 60.45% brand defections down to 49.85% brand defections, a gap of over 10%. Age of Head of Household has an even larger gap of almost 17 percentage points and if we showed all the levels these trend lines you would see that are linear. Gender is an influence but not as much as the others.
We have tons of slices on this data but in the essence of time, lets just look at a few. More details can be found in the case study we released recently.Of all the consumers who bought a car after submitting a new vehicle quote request – 53.61% bought a different brand (either new or used). This is Q1 2013 data but 2012 data was very similar. This again reinforces that the consumer is considering more than one brand in the funnel.Looking at some specific areas you can see that Household income has a significant impact on “Committed” ranging from 60.45% brand defections down to 49.85% brand defections, a gap of over 10%. Age of Head of Household has an even larger gap of almost 17 percentage points and if we showed all the levels these trend lines you would see that are linear. Gender is an influence but not as much as the others.
On the left hand column you will see the top 10 “most committed” brands from the Q1 Autobytel results. The right hand side is the top 10 from our Q1 Polk Loyalty rankings. We calculate loyalty as a consumer buying the same brand as their last purchase.You can see in black that we share 70% of the same brands, indicating to us that what a consumer currently owns also impacts them buying with they initially requested – ie MORE COMMITED. Looking a little deeper…
On the left hand column you will see the top 10 “most committed” brands from the Q1 Autobytel results. The right hand side is the top 10 from our Q1 Polk Loyalty rankings. We calculate loyalty as a consumer buying the same brand as their last purchase.You can see in black that we share 70% of the same brands, indicating to us that what a consumer currently owns also impacts them buying with they initially requested – ie MORE COMMITED. Looking a little deeper…
It is also important to note that buying behaviors also change after 30 days. In the first 30 days, Committed is slightly higher than defections but in the after 30 days the defection % raises – showing the importance of following up. You can also see that the majority of sales do occur in the first 30 days.Again, at various times in the funnel, consumers add vehicles to their consideration list so you can not give up on selling your brand.
It is also important to note that buying behaviors also change after 30 days. In the first 30 days, Committed is slightly higher than defections but in the after 30 days the defection % raises – showing the importance of following up. You can also see that the majority of sales do occur in the first 30 days.Again, at various times in the funnel, consumers add vehicles to their consideration list so you can not give up on selling your brand.
Here is a good example of the demographic influence on purchases. When we take the Polk data and look into those consumers that buy a used car most often after submitting a new car quote request you see the significant variance just based on Household income and Age of head of Household.If consumer A is a student with a part time job and consumer B is an physician who has been practicing in your neighborhood for 30 years would your wants and needs discussion be different?Of course – for Consumer A you will make sure they are aware of the CPO program, the 99 point inspection and 3 year warranty. For Consumer B you will want to focus on what Trim or optional equipment is desired and maybe the special lease incentive.THAT IS THE HUGE CHALLENGE OUR INDUSTRY FACES – HOW TO CREATE AN ON-LINE SHOPPING EXPERIENCE THAT REPLICATES AN OFF-LINE SHOPPING EXPERIENCE
Here is a good example of the demographic influence on purchases. When we take the Polk data and look into those consumers that buy a used car most often after submitting a new car quote request you see the significant variance just based on Household income and Age of head of Household.If consumer A is a student with a part time job and consumer B is an physician who has been practicing in your neighborhood for 30 years would your wants and needs discussion be different?Of course – for Consumer A you will make sure they are aware of the CPO program, the 99 point inspection and 3 year warranty. For Consumer B you will want to focus on what Trim or optional equipment is desired and maybe the special lease incentive.THAT IS THE HUGE CHALLENGE OUR INDUSTRY FACES – HOW TO CREATE AN ON-LINE SHOPPING EXPERIENCE THAT REPLICATES AN OFF-LINE SHOPPING EXPERIENCE
Again just like in the other example of brand defection – most activity is in the first 30 days with the majority of consumers submitting a new request and buying a new vehicle but look at after 30 days.Not only is it important to sell your brand but you also need to put more emphasis on used cars in follow up communications as the lead ages.
Again just like in the other example of brand defection – most activity is in the first 30 days with the majority of consumers submitting a new request and buying a new vehicle but look at after 30 days.Not only is it important to sell your brand but you also need to put more emphasis on used cars in follow up communications as the lead ages.
Data has shown that dealership visits have declined significantly, primarily due to the growth of the internet. This is a key data point, keeping in mind they have to visit 1 dealership to actually buy the vehicle.Think of the experience a consumer has driving onto a typical dealership lot.You can see the wide variety of inventory – different models, trims and colors. You can see a well indentifed Used Car or Certified Pre-owned section of the lot. The cars are all clean and well lit if evening. You walk into a showroom and see the full lineup on display with vehicle window stickers and advertising marketing materials being displayed.A well trained and knowledgeable sales consultant greets you and goes through the process of identifying the best vehicle for you, which may not be what you thought you wanted when you entered the lot.
You can test drive the car and have the features explained to you via a professional walk around.The sales consultant can ask some key questions about your vehicle needs.WHO WILL BE DRIVING THE CARWHAT WILL THE CAR BE PRIMARILY BE USED FORARE THERE ANY FEATURES OF A VEHICLE ARE REALLY IMPORTANT TO YOUFrom there the vehicle presentation flows based on this information and the constant interaction and feedback from the consumer until you find the vehicle that best meets their needs.Think back to the demographic data too – asking a consumers occupation or viewing the vehicle that they drove in with can give you some input into their income, asking their children’s age you can estimate their age (plus the visual of the person). We are not talking profiling if they will buy or are qualified to buy but RATHER THE PATH TO THE RIGHT VEHICLE.
Contrast that interaction with what happens on the internet. The sales consultant has a name, address, phone, e-mail and one particular vehicle of interest.We know very little about the consumer other than maybe some insight based on their address.Are they knowledgible about my brand based on what they currently own?How committed are they to buying that make/modelHOW DO WE CREATE A NEED TO GET THEM TO VISIT THE DEALERSHIP to get the actual sale?
Contrast that interaction with what happens on the internet. The sales consultant has a name, address, phone, e-mail and one particular vehicle of interest.We know very little about the consumer other than maybe some insight based on their address.Are they knowledgible about my brand based on what they currently own?How committed are they to buying that make/modelHOW DO WE CREATE A NEED TO GET THEM TO VISIT THE DEALERSHIP to get the actual sale?
We all know the scenerio:CONSUMER – do you have the car I want?SALES CONSULTANT – yes we do, when can you come in?CONSUMER – what is your best price?SALES CONSULTANT – $19,995SILENCE – END OF COMMUNICATIONIs the really the vehicle they want or need based on the their budget and driving habits? We made them pick a make and model (and sometimes trim) to submit a quote request but that does not mean they are really sold on just that one make/model.
Remember that Myth we discussed early on – that when a consumer submits the quote request, they have finalized their vehicle selection down to one?We need to change how we respond to internet leads – Today a good dealer will usually do a pretty good job on the red areas of the process – this is why you should buy from me – here is the price on the vehicle in your quote request and here are some used car options.We feel it needs to be expanded first by continueing to re-enforce the brand and then by detailing many more viable options for consideration.“Congratulations on submitting a request for a Honda Accord. The Accord has won numerous industry awards and has the highest safety ratings in the industry – plus right now Honda is offering zero % financing.Here at ABC Honda, we have the largest inventory of new Accords in the area and we have won the American Honda Presidents Award the last 5 years which means we pride ourselves in providing good service to our customers.Here is the internet pricing for the Accord you are interested in and depending on your trade-in and available options we can easily get you firm pricing after you have the opportunity to visit the dealership. Keep in mind the Accord has 4 trim levels for you to choose from and we want to be sure you get the features included that are most important to you.The Accord is a great car but we also have a full line up of Civics. If you have not seen the new Civic yet, it is loaded with great features and you can save $4,000 to $8,000 on our hottest selling model. Add to that the full Honda line up …….”Ideally, this transparency will lead to a consumer response of “you have so many options to consider and I would really appreciate your help in getting me into the right vehicle so when can I come in?” Or at least that is what you want the consumer to be silently be thinking.This challenge is exasperated by the mobile explosion. Consumers reading your e-mail on their smartphones will be frustrated by scrolling and scrolling. Instead of attachments in your responses use links. One solution Autobytel provides is a secured TextChat that is geared to getting leads from a mobile consumer and downloads the exchange to a dealers CRM system. So instead of one long e-mail, a textchat might be a dozen or more short back and forth discussions.
We need to modify how we respond to the traditional lead form by first reinforcing the brand – what awards has the brand won? – what accolades? – where are they the industry leader? Is it pricing, fuel economy, safety, re-sale value, new introductions etc – what makes your brand stand out?Don’t assume the consumer really picked the right model or more specifically the right trim to meet their needs – make sure they know what trims are available and the hierarchy of what is available.And make sure the consumer knows about your CPO program and your used car inventory.BUT lets also look into what we can do differently in terms of responding differently to consumers and really helping them into the right vehicle.
To recap – we went over the variable factors that influence “Committed” – buying the brand the consumer showed interest in getting a quote request. Market conditons Demographics Brand and segment Current vehicle ownershipConsumers do not visit many dealerships – boomers only 1.9 – and based on the salesperson experience, we expect the numbers to go down.WE NEED TO FOCUS OUR EFFORTS WHEN RESPONDING TO INTERENT LEADS TO GETTING THE APPOINTMENT, NOT GETTING THE SALE.AND HOW DO WE CREATE A CONSUMER DRIVEN NEED TO VISIT THE DEALERSHIP.
Bret Dunlap is going to get into much more detail on Texting in the next session but lets do a quick focus group.If you need to get ahold of a family member right away what is the best way – call, email or text? Almost always text is the answer.Consider too how many unopened e-mails are on your phone compared to how many unopened text messages. Again text usually becomes a more efficient communication method.Please note that we are not recommending that dealerships engage in unsolicited texting to consumers’ phone numbers but rather within an environment where the consumer initiates the text session and has given permission.
We are all aware of Chat programs and there is no doubt they have become a useful tool to encourage engagement with website visitors.But lets look at basic Chat and how we can elevate it to new levels by also allowing for video and audio interaction, being able to view how the consumer is browsing a site and offer guided co-browsing all in real time.Making a website a virtual showroom.
The traditional buying funnel has evolved and is no longer really a funnel – consumer are expanding and contracting their consideration list throughout the process.Form leads are still effective and will always be an option but we also need to allow consumers alternative means of communicating with us.We were founded by a car dealer who saw the internet as a way for consumers to be more efficient in their car buying process and we are proud to take the internet car shopping experience to a new level.Interact more efficiently – after all it is all about selling more cars regardless of the engagement method?
To recap – we went over the variable factors that influence “Committed” – buying the brand the consumer showed interest in getting a quote request. Market conditons Demographics Brand and segment Current vehicle ownershipConsumers do not visit many dealerships – boomers only 1.9 – and based on the salesperson experience, we expect the numbers to go down.WE NEED TO FOCUS OUR EFFORTS WHEN RESPONDING TO INTERENT LEADS TO GETTING THE APPOINTMENT, NOT GETTING THE SALE.AND HOW DO WE CREATE A CONSUMER DRIVEN NEED TO VISIT THE DEALERSHIP.