EC106 Re-engaging Your Internet Leads e-commerce Workbook. Copyright 2014, CDK Global, LLC.

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Flora Dalton
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2 Net Delivery Calculator Industry Average Performance 100 Inquiries 20% Schedule Rate 50% Show Rate 40% Close Rate = 4% Net Delivery $50.00 = $5,000 Cost of Doing Avg. gross profit of $2,000 4 X $2,000 = $ Gross Profit $ Gross Profit On An Investment Of $5,000 Is Not Profitable 96 Unsold Opportunities Benchmark Performance Cost of Doing Business 100 $50.00 = $5,000 42% Schedule Rate 60% Show Rate 60% Close Avg. gross profit of $3,000 = 15% Net Delivery Ratio 15 X $3,000 = $ Gross Profit $ Gross Profit On An Investment Of $5,000 Is Profitable 85 Unsold Opportunities 2

3 No Response What Does It Mean? They are busy They have put the decision on pause They have technology issues They are traveling and unavailable They are truly just thinking about it They are on vacation They are not sure how to proceed yet And, on and on VALID REASONS YET THE AVERAGE INTERNET MANAGER JUST ASSUMES 3

4 The No-Response Process You need at least six templates to re-engage an Internet client who is not responding after the five days. 14 Day 35 Day 4

5 Dear, EC106 Re-engaging Your Internet Leads I recognize the importance of making an decision. Please let me know if there is any additional research I can do that will assist you in your purchase process. Here are some benefits you receive as an online client of our dealership: Complimentary Gift Package for our Internet Customers ONLY Complimentary oil changes for a year Complimentary loaner car for your first major service Red Carpet Treatment Etc. We care about our Internet clients and we want to make sure that you are completely satisfied here at (Dealership Name) Internet Department. How may we make you a Internet customer? Sincerely, Your Name Your Position Dealership Info Best # Next Best # Website 7-Day No-Response Template 5

6 Dear, EC106 Re-engaging Your Internet Leads Now that you have had an opportunity to review the benefits of being an on-line client, you may have a few questions. As your Internet Sales Consultant, it is my responsibility to ensure that all of your needs are met and that all of your questions are answered. Just as you need information to make the best purchase decision, I need information to guide you through the process. By providing me with a better understanding of your needs, I can provide you with the information that will be most helpful to your purchase.. What is the most important in selecting your new automobile? Why is this feature to you? What will you use your (Model) for most frequently? Sincerely, Your Name Your Position Dealership Info Best # Next Best # Website 10-Day No-Response Template 6

7 14-Day No-Response Template Dear, It s been a couple of weeks since you expressed your interest to me about the (Model). I know there is a lot to when shopping for transportation I want to balance your need for time with my commitment to providing you with personalized service, helpful information, and the best products and services available. In order for me to do so, I need to better understand your time frame. Whether you are researching, have already narrowed down your options, or are ready to select your new (Brand), you determine the amount of time spent on the entire process and I am always available to assist. So that I know how best to help you, please let me know where you feel you are in the process. Wherever you may be now, I will continue to do my part to provide you with all of the information and options you need to make the best decision when it is most comfortable for you. I want to assist you in any way I can. I m sure I can help. What s I could do to help you make your shopping experience better? Sincerely, Your Name Your Position Dealership Info Best # Next Best # Website 7

8 21-Day No-Response Template Dear, In speaking with (ISM), I understand that you ve recently expressed interest in the (Model). I am writing to thank you for allowing us the to help you. I hope by now that you ve begun to understand the amazing benefits of becoming our online client. I d like to this opportunity to be a part of this experience with you. Let me know where you are in your buying process. Whether you are just beginning to consider a (Brand) or ready to take one home, I ll do my best to make sure your questions are answered and your needs are met. Just so I know how (ISM) and I can best serve those needs, if there is that is preventing you from owning a new (Model) right now, what would that be? Sincerely, (Sales Manager Name) (Sales Manager Title) Dealership Info Best # Next Best # Website 8

9 Dear, EC106 Re-engaging Your Internet Leads I can understand that shopping for an automobile can be a tedious, since there are many facets of purchasing you would have to consider. If you are researching about the purchase you are considering to make, you are definitely going about it the right way. Purchasing an automobile is a significantly important decision to make and you would want to be assured that the decision you have made is a wise one. It s been several weeks since your initial request, and I want to make sure that I am available to assist you in your quest for a (Model), from your selection of the perfect vehicle all the way through your purchase. I am able to guide you step-by-step through every part of the way. What part of the can I assist you with? Sincerely, Your Name Your Position Dealership Info Best # Next Best # Website 28-Day No-Response Template 9

10 Dear, EC106 Re-engaging Your Internet Leads You have made your on whether to purchase or not to purchase a vehicle by now. Whatever your decision is, I want to make sure first of all, that you were completely with my services towards you. Second of all, I want you to know that I m still here for you every step of the way. I know that this is a major decision and you would want a professional to consult with. I can assure you that I am the person you had been hoping for. Even if you are thinking about purchasing elsewhere, I can help. What s the best way to reach you during the day? Sincerely, Your Name Your Position Dealer Info. Best # Next Best # Website 35-Day No-Response Template 10

11 The Bucket Specials Sales Service 11

12 The Basics The purpose is to with the client If you are respectful & professional you can be Remind yourself that there are valid reasons for their no response Do not ever say, Hey, there you are when they do re-engage with you 12

13 Completed e-commerce 106 on this date My Facilitator was Best contact information Coach s Corner Make your appointment today! (Group consultations are welcome) Cdkglobal.com/consulting 13

STAUNING Traditional Internet Sales Process with /Voic Templates to Non-Responsive Prospects 2018 Edition

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