1. Respond quickly
Answer chat requests immediately to make sure the consumer has a good experience. If you're late, they may already be talking to one of your competitors.
2. Are they at work?
Be mindful that the customer may be at work. Pushing for a call will not work, so build up rapport and exchange details in later conversations.
3. Stay online
Always make sure someone's available to answer chats during working hours. Remember that customers will use Live Chat outside of normal business hours. Having a process for answering these chats will help generate even more leads.
4. Suggest a visit
Always suggest the customer visit the dealership for a test drive. It’s a great opportunity to provide your dealership contact details, address and opening times.
5. Friendly introductions
Introduce yourself and let the customer know that you’re happy to answer any questions about the vehicle.
6. Strike while the iron’s hot
If they seem keen to chat about prices, suggest a quick chat and ask for their contact details. Don’t delay in calling them.
7. Don’t demand
Don’t demand customer contact details in return for information. That’s the quickest way to end a conversation.
8. Be honest
If you don’t know the answer to a question, tell them you'll find out and get back to them. Ask them how they'd prefer you to get in touch - email or call.
9. Ask for contact details
Don’t ask for contact details straight away. Introduce this into the conversation as you go. Remember if they wanted to speak to you, they’d have called.
10. Be friendly
Just because a customer wants to end a conversation doesn’t mean they're gone for good. More often, they’ll return to those dealers who were friendly and helpful.
Learn more about how to improve customer experience at your dealership