The 3 Primary Elements of a Successful Internet Department and the 5 Keys to Creating a Profitable...
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Copyright © 2012 TK Carsites. All rights reserved. www.tkcarsites.com.
The 3 Primary Elements of a Successful Internet Department
and
the 5 Keys to Creating a Profitable Lead Management Process
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Joe WebbDealerKnows Consulting
January 4, 2012
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If you have questions during the presentation, please submit them using the “Questions” feature
Questions will be answered at the end of the webinar
QUESTIONS
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Facebook.com/TKCarsites @TKCarsitesinc
TK Carsites Social Networks
Chat with us during the Webinar on Facebook and Twitter!
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DealerKnows: Presentation
The 3 Primary Elements of a Successful Internet Department
and
the 5 Keys to Creating a Profitable Lead Management Process
DealerKnows: a TK Carsites webinar
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Who’s DealerKnows?
DealerKnows: Joe Webb
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Wine 101:
DealerKnows: Fundamentals
Understanding WineIncreases
Your Internet Sales
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DealerKnows: Fundamentals
It takes more than grapes.
UnderstandingTrainingPracticePassion
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DealerKnows: Lead Management
Three variables:
Wine Growing=
Managing Leads
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Terroir.
DealerKnows: Lead Management
Know your environment.
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DealerKnows: Lead Management
Grapes and grape skins.
A Mix of Varietals:
LeadsTechnologyWebsitesOnline Content
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DealerKnows: Lead Management
Barrels or tanks.
Where Peopleand
Processes Ferment
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Barrels or tanks.
DealerKnows: Lead Management
Where People and Processes Ferment
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Don’t stop when you’ve made the wine. Vintages can turn out bad.
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What’s important?
DealerKnows: Lead Management
Lead Management
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Comments are not conversations.
DealerKnows: Social Media
Social Media has a place at your dealership…
Intoxication.
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DealerKnows: Sourcing
What are your digital priorities?
Nothing.
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Become a Somelier.
DealerKnows: Quality Control
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Buying.
DealerKnows: Quality Control
Sometimes you need a professional.
5 Ways a Sommelier Inspects Wine
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DealerKnows: Process
Read, Deconstruct, and Address the Lead
Color.
It’s not all Red and White
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Aroma.
DealerKnows: Process
Breathe in their online presence
and prepare the response.
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Taste.
DealerKnows: Process
Partake the lead and Respond
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Balance/Texture.
Using multiple mediums?
Eliciting positive responses?
Follow-up strategy?
Multiple topics?
Overcoming objections?
Building value?
Confirming appointments?
DealerKnows: Process
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•Delicate A term used similar to charm but more often relates to the more subtle notes of a wine.•Depth A term used to denote a wine with several layers of flavor. An aspect of complexity.•Dirty A wine with off flavors and aromas that most likely resulted from poor hygiene•Dried up A wine that has lost some of its freshness or fruitiness due to extended aging.•Dry A wine that is lacking the perception of sweetness.•Earthy This can mean a wine with aromas and flavor reminiscent of earth, such as the •Easy A term that can be synonymous with "approachable" but more commonly refers to a wine that is siEdgy A •Elegant A term to describe a wine that possess finesse with subtle flavors that are in balance.•Expansive A wine that is considered "big" but still accessible.•Expressive A wine with clearly projected aromas and flavors.•Fallen over A wine that, at a relatively young age, has already gone past its peak (or optimal) drinking period and is•Farmyard A generally more positive term than "Barnyard" used to describe the earthy and vegetal undertones that•Fat A wine that is full in body and has a sense of viscosity. A wine with too much fat that is not balanced by aciditys sa DealerKnows: Process
Finish.
Reporting:Does your lead management
deliver the desired result?
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The DK 6 step program for follow-up.
1. Mystery Shop2. Auto-response3. Timing4. Email Strategy5. Sell Yourself6. Measure
DealerKnows: Follow-Up
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Phone Response Time: Email Response Time: Response to Inquiry: Auto-response Usage: Auto-response Time: Auto-response Reliance: Default Auto-response Usage:
Mystery Shop.
step
1DealerKnows: Follow-Up
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Mystery Shop.
step
1Call Preceding Email: Shared Price Information: Shared Multiple Vehicle Options:Phone Reliance: Email Reliance: Inclusion of Sales: Representative Picture
DealerKnows: Follow-Up
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Mystery Shop.
step
1DealerKnows: Follow-Up
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Auto: 83.64%
1 min. (median)
Email provided multiple optio20%
32.7%
Auto-response usage:
Auto-response time:
Auto-response reliance:
Default auto-responseusage:
Auto-response.
step
2DealerKnows: Follow-Up
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Auto-responders:
step
2Elicit Contact
or
Build ValueIf they don’t, TURN THEM OFF!
DealerKnows: Follow-Up
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Called Before Emailing: 14.55%
Email provided price: 38.18%
Email provided multiple pricing options: 9.09%
Email use:
Only Called:
Only Emailed:
Included a personalpicture:
step
3DealerKnows: Follow-Up
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Called Before Emailing: 34.55%
Email provided price: 45.45%
Email provided multiple pricing options: 7.27%
Called Before Emailing:
Email provided price:
Email provided multiple pricing options:
Email use:
step
3DealerKnows: Follow-Up
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Email Philosophy.
step
4Provide MSRPCompetitive Price (Showing the savings)
Alternate Vehicles (models as low as…/comparable used)
Link to Inventory (for new)
Link to “Get Pre-Approved Here” (for used)
Set up for the Call
later: send a personal video message or photo
DealerKnows: Follow-Up
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Process methodology.
1st Email: Give them what they asked for with additional options2nd Email: Sell yourself right away
with personal picture/video message3rd Email: Sell your process
4th Email: Sell your dealership
5th Email: Sell your brand
In all future contact, make sure to ask questions and offer them something special or interactive
step
4DealerKnows: Follow-Up
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Mystery shop results:
step
5DealerKnows: Follow-Up
Called Before Emailing: 36.36%
38.18%Email provided 3pr38.2:
14.55%Email provided multiple pricing
options:
One hour email response:
Email Reliance:
Phone Reliance:
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Inspect what you expect.
step
6DealerKnows: Follow-Up
MonitorPoliceMeasure
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DealerKnows: Thanks
Joe WebbPresident and Founder
DealerKnows ConsultingDealerKnows.com
VirtualDealerTraining.com847-456-5130
Twitter/zonewebbLinkedIn/josephwebb
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Copyright © 2011 TK Carsites. All rights reserved. www.tkcarsites.com.
Got a Question? Ask our Expert!
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Check out our upcoming webinar…
How to Use Auto Shopper Data to Lower Costs and
Increase Sales
Wednesday, January 11, 2012 9am Pacific