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Responding To All Things Internet
Responding To All Things Internet
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The Internet can be your best friend or your worst enemy. To
effectively communicate and maintain strong relationships with
Internet customers, responses to inquiries must be immediate and
consistent and you must interact with customers on the latest Web
2.0 Internet avenues.
Chat
Customers who engage in the live chat portion of your Web site
expect an immediate answer. Dealers should strive to have their
average chat response time under 10 seconds. While it may seem
obvious, before responding, read what the customer said so you
can answer appropriately as opposed to using a canned response.
If a customer starts a chat with, “Hi. I’m looking at anew
Sequoia,” you don’t want to respond with, “Hi. This is Glynn from
ABC Motors. How may I assist you today?”
Phone Calls
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important to make a good first impression and establish rapport.
During the interview, use the law of reciprocation to get the
customer’s contact information. In the “initiate” stage, begin to
close on the appointment by setting a time.
The “insinuate” stage includes confirmation of the appointment
and making sure the customer writes down all the important
information about their appointment.
Social Networking
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The Internet is a powerful tool. Used wisely, it will allow you
to significantly enhance your dealership’s image. Increased
business should follow. However, don’t think like a hammer so
that everything you see looks like a nail. The Internet should
remain a part of your overall marketing strategy. An important
part, yes, but only a part.
Twitter: www.twitter.com/NewVisionSales
Facebook: www.facebook.com/NewVisionSales
YouTube: www.youtube.com/user/NewVisionSales
LinkedIn: http://www.linkedin.com/in/grodean
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