The Four Steps To Success In Today's Market
Internet Sales Strategy
74% of consumers are in market over 30 days, majority researching over 60 days.
48% of salespeople never follow-up with a prospect, and we know that 80% of transactions are made on the fifth to twelfth contact!
- Google thinkdealer 2017
Consumers are inundated with advertisements and emails from companies looking to tap their interests. Creating authentic, engaging and useful content is essential to cut through the noise.
Knowing your customer type, allows you to customize a quality first response. One of the biggest areas for improving your sales opportunities is to understand that there are different ways your customers communicate. This difference affects how they take in information as well as how they communicate to others.
The “one size fits all” response style is costing dealers sales opportunities. Today's customers research online, and THEN come into your dealership as foot traffic.You need to create great online MICROMOMENTS for your customer experience.
Over the course of this training, the participants will learn the fundamentals of Internet Sales, Initial phone, video and email response, how to properly implement and manage a follow-up process for online leads, how to tailor the response process, and handle objections to improve conversion rates. This training benefits Management and Sales Consultants.
Mastering Video Techniques
"The value of a 1-minute video is 1.8 million words."-Dr. James L. McQuivey
After watching a video, 64% of users are more likely to purchase a product online. - Google thinkdealer 2017
90% of information transmitted to the brain is visual. Visuals are processed 60,0000 times faster than text.
Video offers the opportunity to communicate your brand, showcase your product and connect with your customers in powerful, never-before-used ways. And with the ability to record videos in the palm of your hand, the tools and resources are more accessible than ever!
Having a video marketing idea is nothing new, and just having some video marketing may only level the playing field with competitors at this point. That doesn’t mean there isn’t value. The real power comes in how you effectively use the video.
Having a powerful and specific video marketing plan will help your business in many ways. Don’t be left in the past. Help your business grow with the future.
Over the course of this training, the participants will learn how to master the fundamentals of sales through video, using artistic techniques. Participants will perfect techniques on generating sales, how to be memorable and unique, customer retention, referrals, and how to brand themselves. This training benefits Management, Sales and Service Consultants.
Communication Skills: Telephone and Online Chat
80% of today's consumers use online searches to reduce dealership visits and say that digital communication reduces the number of visits to a dealer. 3 out of 5 consumers take their business to the competitors after poor customer service experience
- Google thinkdealer 2017
Live chat is rapidly growing in popularity due to its ability to provide a human touch during the conversion process. The “human” part of live chat is expressed through your staff of chat agents. These chat agents must be every bit as talented as your salespeople and support personnel, with the added ability to express themselves online in ways that engage with customers on a personal level.
It’s not surprising that online chat is gaining more attention as a growing customer service delivery method — especially with evidence of significantly increased sales ROI as well as some of the highest customer satisfaction (CSAT) scores over phone or in-store purchases.
Over the course of this training, participants learn how to best interact with customers through phone and online chat. They will learn how to keep average response time low, collect Information, best practice in appointment setting, and objection handling to deliver superior customer service and customer experience. This training benefits your Internet Sales Managers and BDC Consultants for sales and service.
Continuing the Customer Experience On the Floor
"The internet is the most disruptive force I've seen in my lifetime. Sales functions are undergoing a massive transformation out of sheer necessity. The reason they’re transforming is in direct response to the fact that the buyer is transforming" - Jill Rowley, Social Selling Evangelist
57% of all buyers say they value the dealer in person
65% say that quality in client care is as important as price
- Google thinkdealer 2017
Before internet, customers went to 6-8 dealerships before buying, now customers only spend 2 visits to a dealer, you only have 2 times to get it right! Customers want and will pay for experience, the same way a Bridal shop can sell a $10,000 dress, and how Starbucks is able to sell a $6 hot chocolate!
The old way of selling is outdated. Dealerships need to form a deep and meaningful profile of each customer across every possible channel of activity, so experiences can be personalized. This will allow smart, live, on-floor delivery of purchase recommendations that empower the sales consultant, and make sense to the consumer.
Over the course of this training, participants will build a road map to maximize the customers VIP experience. They will develop a process to handle objections, create value, create urgency, lease end maturity process, and follow up to unsold customer visits. This training benefits Sales Consultants, Service Advisers and Managers.