driving sales executive summit 2011
Post on 12-Sep-2014
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DESCRIPTION
ActivEngage Driving Sales presentation by Todd SmithTRANSCRIPT
Secrets of Secrets of 44 MillionMillion Live Chat Live Chat Conversations Conversations
Turn your website shoppers into active buyers and move them from online leads into showroom appointments
33InvitationsInvitations
ChatsChats
StatisticsStatistics
InvitationInvitationss
38%American’s access the web from smart phones
.58%.58%
1.04%1.04%
2.24%2.24%
Video Meet & Greet
Video Meet & Greet
6.62%6.62%
Personalized
Invitations
Personalized
Invitations
Rich Media
Consumer Experienc
e
Rich Media
Consumer Experienc
e
Good Good ChatChat
Katie says @ 6:46:49 PM: Hello letica. My name is Katie how can I help you?letica says @ 6:47:07 PM: looking to lease a nissan sentraKatie says @ 6:47:31 PM: Excellent choice Letica. I'd be happy to help you today.Katie says @ 6:47:40 PM: Are you looking for any added options, or a certain color for your Sentra? letica says @ 6:48:18 PM: a white one and not sure about options yet...the advertisement for 109 per month...which model is that?Katie says @ 6:49:37 PM: I'd be happy to have our Internet Sales Manager put together some Sentra leasing options that work for that special.Katie says @ 6:49:58 PM: Once we have some Sentra options lined up, and the details for that leasing special, what is the best email address to contact you at? letica says @ 6:50:12 PM: [email protected]
Great Deposit to set Great Deposit to set the tone of the chat the tone of the chat
- and Katie lets - and Katie lets Letica know that she Letica know that she
is happy to help! is happy to help! Perfect way to start Perfect way to start
a chat!a chat!
Great Deposit to set Great Deposit to set the tone of the chat the tone of the chat
- and Katie lets - and Katie lets Letica know that she Letica know that she
is happy to help! is happy to help! Perfect way to start Perfect way to start
a chat!a chat!
Very good email Very good email request. Its to the request. Its to the point and specific point and specific to the information to the information
the shopper the shopper requested!requested!
Very good email Very good email request. Its to the request. Its to the point and specific point and specific to the information to the information
the shopper the shopper requested!requested!
Katie takes Katie takes control by asking control by asking
a clarifying a clarifying question to question to
narrow down narrow down what the chatter what the chatter is looking for. is looking for.
Katie takes Katie takes control by asking control by asking
a clarifying a clarifying question to question to
narrow down narrow down what the chatter what the chatter is looking for. is looking for.
Katie says @ 6:50:46 PM: Thank you Leticia. And to verify, is your last name Schiano, like in your email? letica says @ 6:50:51 PM: yesKatie says @ 6:51:26 PM: Great, thank you. Have you had the chance to test drive a new 2011 Sentra yet?letica says @ 6:51:33 PM: not yetKatie says @ 6:52:04 PM: All right, well I'd be happy to take you on a virtual test drive! It last about 90 seconds, so let me know when it is finished.
We always want to We always want to get the last name - get the last name - and using the email and using the email address to confirm address to confirm the last name takes the last name takes
away the the away the the customers ability to customers ability to
not give us the not give us the name!
We always want to We always want to get the last name - get the last name - and using the email and using the email address to confirm address to confirm the last name takes the last name takes
away the the away the the customers ability to customers ability to
not give us the not give us the name! This is a very This is a very
important question! As important question! As one of our Chat one of our Chat
Standards - it is very Standards - it is very important to ask if the important to ask if the
customer has test customer has test driven the vehicle they driven the vehicle they are interested in. The are interested in. The
answer to this answer to this question helps the question helps the
dealer understand how dealer understand how close to purchase the close to purchase the
customer is. Great customer is. Great question Katie! question Katie!
This is a very This is a very important question! As important question! As
one of our Chat one of our Chat Standards - it is very Standards - it is very
important to ask if the important to ask if the customer has test customer has test
driven the vehicle they driven the vehicle they are interested in. The are interested in. The
answer to this answer to this question helps the question helps the
dealer understand how dealer understand how close to purchase the close to purchase the
customer is. Great customer is. Great question Katie! question Katie!
Katie says @ 6:52:08 PM: http://automotiontv.com/flash/automotion_player_lite.swf?id=4603&asset_id=11331&code=2441101506&playermode=get_display_data_lite&dn=http://automotiontv.comletica says @ 6:53:29 PM: thanksKatie says @ 6:53:58 PM: You are welcome! I'd be happy to get you in for a real test drive Leticia, and you can meet with our Internet Sales Manager to discuss the leasing offer!
PERFECT use of our ActivTestDrive! PERFECT use of our ActivTestDrive! By using this in the middle of the By using this in the middle of the
chat - this gives Katie that extra time chat - this gives Katie that extra time to fill in her lead form, research the to fill in her lead form, research the dealers site for any information that dealers site for any information that
would be helpful to this chat, and would be helpful to this chat, and check in on her other chatters. These check in on her other chatters. These
Test Drive Videos are the perfect Test Drive Videos are the perfect way to get our shoppers exciting way to get our shoppers exciting about purchasing! And when we about purchasing! And when we
have excited customers - we get full have excited customers - we get full leads for our dealers to help them leads for our dealers to help them
sell vehicles!!!sell vehicles!!!
Now Katie goes for the REAL test drive! Now Katie goes for the REAL test drive! After the customer has seen the virtual After the customer has seen the virtual test drive and learned all about how the test drive and learned all about how the vehicle drives and runs in a video - its vehicle drives and runs in a video - its
only natural that the customer now only natural that the customer now wants to come in and check it out for wants to come in and check it out for
themselves! The Test Drive Videos are a themselves! The Test Drive Videos are a great way to hook some appointments!great way to hook some appointments!
Katie says @ 6:54:20 PM: Would you have sometime this week to stop in for a test drive and meet with our Internet Sales Manager, or would the weekend work better for you? letica says @ 6:55:09 PM: yes. i work right across the street at ogilvyKatie says @ 6:55:24 PM: Excellent! What day works best for you?letica says @ 6:55:30 PM: friday
After giving the reasons for the appointment request - its time to actually ask for the
appointment with an Options Oriented Question.
Perfect Appt request Katie!!!
Katie built a solid relationship with Letica by GUIDING to contact
information, then she used the ActivTestDrive to get Letica excited
about getting a new car - This makes setting the appointment a no brainer
because the customer WANTS to come in! Now all Katie has to do is Narrow down the day and time! Great work
Katie!!!
Katie says @ 6:55:37 PM: All right, and morning or afternoon?letica says @ 6:55:45 PM: afternoon around lunch timeKatie says @ 6:56:05 PM: All right, how about Friday at 12:30? letica says @ 6:56:11 PM: sounds good Katie says @ 6:56:43 PM: Great! Also, I'd like to have our Internet Sales Manager that will be helping you on Friday call you to confirm this appointment, as well as introduce themself so you know who to ask for when you arrive!
The appointment is set! Now its time to go for the phone
number. By using the appointment confirmation, and to let the customer know who they will be working with as
reasons for the phone - it helps the chatter understand the
benefit to giving more contact information.
Katie says @ 6:56:59 PM: What is the best phone number to confirm this appointment with you Letica? letica says @ 6:57:36 PM: 212 259 5288Katie says @ 6:58:24 PM: http://www.nissanofmanhattan.net/staff.aspKatie says @ 6:58:25 PM: Thank you. We have a great Internet sales team - one of them will be in touch with you shortly. If you happen to stop by sooner, please ask for our Internet department. All the details of our conversation will be with them!
Awesome phone
request Katie!!!
And then to finish the chat with our Signature Service! The perfect deposit to give the
customer that visual of who they might be working with. We always want to work in the 2 steps of the Signature Service by Sending a
page and by Giving the statement explaining the department they will be working with. GREAT use
of Signature Service Katie!!!
Katie says @ 6:58:36 PM: Lastly, may I get your zip code? It helps us track our marketing efforts. letica says @ 6:59:00 PM: ok great. will i receive an email with the lease offer details? my zip code is 10306Katie says @ 6:59:31 PM: Yes, our Internet Sales Manager will email you as soon as possible.Katie says @ 6:59:43 PM: Is there anything else I can help you with today?letica says @ 6:59:52 PM: ok great. and the number i provided is daytime . 9 - 5 pmletica says @ 7:00:02 PM: no thank you. have a nice evening
Zip code is important for Sales Chats good job
here Katie!
BadBad Chats Chats
StatisticsStatistics
55 toto 77
12-14 minutes
automotive customers in less densely populated areas are more likely to engage in live chat while researching their vehicle
purchase
AvailabilityPricing QuestionsRebates & Incentive InformationTrade in InformationService Related Conversations
4 Million Conversations
55
Kia 3.14%Kia 3.14%
Lexus 2.64%Lexus 2.64%
Hyundai 2.45% Hyundai 2.45%
Chevrolet 2.12%Chevrolet 2.12%
Nissan 2.08%Nissan 2.08%
Top 5 Brands for Live ChatTop 5 Brands for Live Chat
When Chats HappenWhen Chats Happen
BenchmarkBenchmarkss
66seconds
Full Name
Email Address Phone Number
80%80%93%93%
or
QuestionsQuestions
Todd L SmithChief Executive OfficerActivEngageDirect: [email protected]/activengageTwitter.com/activengage