It’s never been more important for your auto dealership or business to incorporate lead response best practices in order to outshine the competition.
Businesses that implement these 10 lead response best practices will see sales increase in 2018.
Top 10 Lead Response Best Practices:
1. Respond to Every Lead.
Don’t cherry-pick leads!
Have a system in place to manually or automatically provide a professional response to every sales inquiry you receive. If shoppers take the time to reach out, they deserve a response.
2. Respond Quickly!
Your lead response time should be in minutes – not hours!
Studies show internet shoppers who receive a response within 10 minutes, are three times more likely to visit the dealership. Contact leads right away – at their highest point of interest!
3. Personalize the Response.
Providing more and not less information is always a safe rule to follow.
Your responses to leads should always include:
- The lead’s name.
- The dealership’s (or company’s) name, logos, and taglines.
- A salesperson’s name, photo, and direct phone number.
- A strong call to action – tell them what to do next!
4. Professionalize the Response.
If you wouldn’t send it to your mom – don’t send it at all.
Eliminate typos, inconsistencies and irrelevant information that distracts the customer! Put courtesy and professionalism into every response to help instill a sense of trust in your business from customers that earns you referral business.
5. Answer Questions in the First Response!
Seems like a no-brainer for a best practice, but we see it all the time!
Generic auto responders are not enough to satisfy customers with questions. If you don’t have the option to customize your auto-responders, it’s time to look around for a new provider, wink-wink.
6. Be Proactive!
Only 3% of automotive dealers respond with a multi-vehicle quote with prices.
Stand out from the competition in the inbox by offering:
- New & Used options
- Lease options
- Multiple trim levels
7. Price Based on Location
Customers are willing to travel more than 20+ miles to visit a car dealership they trust.
Conquest business from areas outside your primary market with a positive online reputation and competitive pricing based on zip code and city.
8. Include Rebates, Discounts, and Sales Events
Get in the habit of updating lead response emails with current promotions.
Customers often overlook promotions on your site. Including them in your lead response emails helps increase awareness and competitiveness in the inbox.
9. Have an After-Hours Game Plan!
Up to 40% of leads are generated after hours.
Does your auto dealership currently have a process or technology to personalize auto responses to customer inquiries after hours? If it doesn’t, it should.
10. Stay Engaged & Nurture Leads.
How long? Data shows up to 180 days.
It’s best practice to use automated follow-ups that provide updated incentives to re-engage prospects, so your team can focus on newer leads.
Now that you’re familiar with lead response best practices for 2018, let us know when you’re ready to elevate your digital strategy to the next level. To get started, simply fill out the form below or request a Mystery Shop.