communications ebusiness

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Communications: eBusinessCommunications: eBusiness

Phase Two: Customer Contact




Effectiveness by Delivery ChannelEffectiveness by Delivery Channel

to

(ear to

ear )

(face

How canyou get from

(keyboard to

keyboard)

face)?

to

to




Customer

ContactProcess

Customer

ContactProcess




ConflictConflict oror

ChemistryChemistry

CommunicationCommunication has onlyhas onlytwotwo possible outcomespossible outcomes

CommunicationCommunication has onlyhas onlytwotwo possible outcomespossible outcomes




PerceptionsPerceptions

EmotionsEmotions

AttitudesAttitudesEnvironmentEnvironment

BeliefsBeliefs

Past EventsPast Events




Four Obstacles«to Effective CommunicationFour Obstacles«to Effective Communication

DistractionsDistractionsAgenda AnxietyAgenda Anxiety

TimeTime

Preconceived NotionsPreconceived Notions




��Compaq is considering changing the command "Press any key" to "PressCompaq is considering changing the command "Press any key" to "Press

the Enter key" because of the flood of calls asking where the "any" key is.the Enter key" because of the flood of calls asking where the "any" key is.

��Another Gateway customer was asked to send a copy of her defectiveAnother Gateway customer was asked to send a copy of her defective

diskettes. A few days later a letter arrived from the customer along withdiskettes. A few days later a letter arrived from the customer along with

Xeroxed copies of the diskettes.Xeroxed copies of the diskettes.

��A Dell technician advised a customer to put his troubled floppy back in theA Dell technician advised a customer to put his troubled floppy back in the

drive and close the door. The customer asked the technician to hold on, anddrive and close the door. The customer asked the technician to hold on, and

was heard putting the phone down, getting up and crossing the room to closewas heard putting the phone down, getting up and crossing the room to close

the door to his office.the door to his office.

��Another Dell customer need help setting up a new program, so a technicianAnother Dell customer need help setting up a new program, so a techniciansuggested he go to the local Egghead.suggested he go to the local Egghead. "Y eah, I got me a couple of friends," "Y eah, I got me a couple of friends," thethe

customer replied. When told that Egghead was a software store, the man saidcustomer replied. When told that Egghead was a software store, the man said

"Oh, I thought you meant for me to find a couple of geeks.³ "Oh, I thought you meant for me to find a couple of geeks.³




��A Gateway technician spoke to a customer who was enraged because hisA Gateway technician spoke to a customer who was enraged because his

computer had told him he was "bad and an invalid.³ The techniciancomputer had told him he was "bad and an invalid.³ The technician

explained that the computer's "bad command³ and "invalid entry"explained that the computer's "bad command³ and "invalid entry"

responses shouldn't be taken personally.responses shouldn't be taken personally.

��True story from a NovellTrue story from a Novell NetWireNetWire technician:technician:

Caller:Caller: "T he cup holder on my PC is broken and I'm within my"T he cup holder on my PC is broken and I'm within my

warranty period. How do I get it fixed?" warranty period. How do I get it fixed?" Tech:Tech: " I'm sorry, but did you say a cup holder?" " I'm sorry, but did you say a cup holder?"

Caller:Caller: "Y es, it's attached to the front of my computer." "Y es, it's attached to the front of my computer."

Tech:Tech: " Please excuse me if I seem a bit stumped, it's because I am. Did " Please excuse me if I seem a bit stumped, it's because I am. Did

your receive this as part of a promotional, at a trade show? How did youyour receive this as part of a promotional, at a trade show? How did you

get this cup holder? Does it have any trademark on it?" get this cup holder? Does it have any trademark on it?"

Caller:Caller: " It came with my computer. I don't know anything about a" It came with my computer. I don't know anything about a

promotional. It just has '32X.' on it." promotional. It just has '32X.' on it."

At this point the technician had to mute the caller, because he couldn't standAt this point the technician had to mute the caller, because he couldn't stand

it. The caller had been using the load drawer of the CD-ROM drive as ait. The caller had been using the load drawer of the CD-ROM drive as a

cup holder, and had snapped it off the drive!cup holder, and had snapped it off the drive!




Email

Inquiry

or Lead

Response

Process

Email

Inquiry

or Lead

Response

Process




Respond To Incoming Leads:Respond To Incoming Leads:What is a "Like Me´ Message?

The purpose of this exercise is for you to gather a sample of

your favorite "like me" messages.

Part One:On your own, read each response and highlight anything you

would consider a "like me message." With a different color,

highlight anything that would turn you off.

Part Two:After you read and highlight each response on your own,

discuss at your table what you highlighted and why you liked it

or didn't like it. Put all the "like me messages" on one flip chart

and all the ones you didn't like on another.

Learning Adventure #1Learning Adventure #1



Communications: eBusinessCommunications: eBusinessPlease respond with your lowest selling price,

and a 36 mo. lease payment based on that

price, along with a 60 mo. finance deal basedon a 710 credit score and Tier 1 FMCC

approval with $5000 down. I have a 2000

Ford Explorer purchased more than 75 miles

away and am on Ford's Early Bird program.

Thank you...



Communications: eBusinessCommunications: eBusinessRalph,

This Explorer will be here any day now, it is in transit. I used$2,500.00 down one both the lease and the buy. I do need to know if

you are in a Ford lease now? There is a "release" rebate the you may

get if you are in a Ford lease now. Here is how it all works out...

MSRPMSRP $41,505.00$41,505.00

InternetInternet SalePriceSalePrice $38,476.00$38,476.00

RebateRebate $$ 1,500.001,500.00

Your priceYour price $ 36,976.00$ 36,976.00

Your lease payment would be $538 + taxYour lease payment would be $538 + tax

($494 + tax if you are in a Ford lease now)($494 + tax if you are in a Ford lease now)Your 60 month buy @ 3.9% w/o the rebate is $710 including tax.Your 60 month buy @ 3.9% w/o the rebate is $710 including tax.

I hope this helps, I will follow up with you today.

Thanks

Steve Amabile

Springfield Ford 610-544-0700 Ext 1344




Time FromTime From Initial Information RequestInitial Information Request to Saleto Sale

15,000+ Information Requests Tracked for 6 Months15,000+ Information Requests Tracked for 6 Months

2.5%

31.0%31.0%

15.4%

8.2%5.8% 4.6% 3.9% 3.8%

24.8%24.8%

0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

35.0%

SameSame

DayDay

1 2 3 4 5 6 7 After After

77thth WeekWeekWEEKSWEEKS

Do we have follow Do we have follow- -up communication processes that keepup communication processes that keep

us in contact with the 51% who purchase after 2 weeks? us in contact with the 51% who purchase after 2 weeks?

The difference between a 7% and a 14% Closing Ratio!The difference between a 7% and a 14% Closing Ratio!




After sending an email that

responds DIRECTLY to

customer¶s inquiry, sets

stage for phone call and

has value, we make InitialCustomer Telephone

Contact designed to get an

appointment and/or

acquire better informationfor follow-up processes

After sending an email that

responds DIRECTLY to

customer¶s inquiry, sets

stage for phone call and

has value, we make InitialCustomer Telephone

Contact designed to get an

appointment and/or

acquire better informationfor follow-up processes




As the ISM, what did you like about the presentation?

As the ISM, what did you like best about the conver sation?

As the customer , what did you like about the call?

As the ISM, what would you do differently?

Initial Phone Contact Role PlayInitial Phone Contact Role Play




Appointment Confirmation Role PlayAppointment Confirmation Role Play




Open and customize your conf irmation template:

� Go to your web site

� Copy the map to your dealership� Paste the map into your confirmation template

� Customize the template with a hyperlink back to your

inventory

�

Copy the template and paste it into Contact Managementemail

� Send the message to your partner

Customized Email

Template

Customized Email

Template




No-Show

Presentation

No-Show

Presentation




Phone Contact Role PlayPhone Contact Role Play

As the ISM, what did you like about the presentation?

What did you feel went well?

As the customer , what did you like about the

presentation?

What would you do differently?

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