Monday, October 25, 2010
Tuesday, September 28, 2010
Friday, September 10, 2010
Converting Web Leads Into Customers
by Elite Automotive Solutions
#1. There are a number of reasons why people will reach out to you over the web rather than calling you. Certainly it may be easier for some people, but the reality is this: there are always going to be some people who feel safer in initially communicating over the internet. They’ll feel less threatened in that they are more anonymous. There are also some who just aren’t very good at orally communicating with others. Furthermore, if you pick up the phone and call them, not only are you running the risk of catching them at an awkward time, but they may have sent out a number of email inquiries. If this is the case, it may be even harder for them to identify just who you are. So unless the lead specifically requested that you call them on a phone number they provided, always send an email asking them for their permission to call.
#2. Since the lead can’t see or hear you when using email, they’re going to make their decision based on what they see on their screen. This means proper grammar and punctuation are key to your success. When you receive an email that is in all lower case, or if it contains a lot of abbreviations, it may very well have been sent by an X or Y gen who does a lot of text messaging. Regardless, with every response you need to use proper grammar and punctuation.
#3. Know your website inside out. Not only can you often refer to something on the site, but you’ll look unprofessional, if not foolish, if the customer is more familiar with your site than you are. If you do contact the customer by phone, you may find yourself in a conversation with them where you ask if they have internet access, and then direct them to a specific page on your site while you are both still on the phone.
#4. Always begin your email with a salutation and a message of appreciation: “Good morning Jim. Thanks so much for the request for information on your Toyota Camry. We service a lot of them here at Elite Auto Service so we’re very familiar with your type vehicle.” In your response you should also ask easy-to-answer fact-finding questions that will build your relationship with them. Questions about service history, driving habits, if others drive the vehicle, etc., are a great way to build rapport. In all cases, at the appropriate time, let them know that you always explore all the available options for your customers. In addition to providing them with answers to their specific questions, when it’s applicable, offer to provide (via email) supporting materials such as TSB’s, photo images, etc. Bear in mind, the rule is never send an attachment without asking first.
#5. Just like with first-time callers, the reason so many email requests will be for a price isn’t because they’re price-shoppers. It’s because they want “solutions” but don’t know what questions they should ask. So what your web leads will often do is ask for a price as a way of starting a conversation with you.
If you found this article helpful, then you'll love Mastering Sales Objections By Bob Cooper. This industry acclaimed audio course covers everything you'll need to dramatically increase your sales and CSI scores, in the most affordable and effective way.
#1. There are a number of reasons why people will reach out to you over the web rather than calling you. Certainly it may be easier for some people, but the reality is this: there are always going to be some people who feel safer in initially communicating over the internet. They’ll feel less threatened in that they are more anonymous. There are also some who just aren’t very good at orally communicating with others. Furthermore, if you pick up the phone and call them, not only are you running the risk of catching them at an awkward time, but they may have sent out a number of email inquiries. If this is the case, it may be even harder for them to identify just who you are. So unless the lead specifically requested that you call them on a phone number they provided, always send an email asking them for their permission to call.
#2. Since the lead can’t see or hear you when using email, they’re going to make their decision based on what they see on their screen. This means proper grammar and punctuation are key to your success. When you receive an email that is in all lower case, or if it contains a lot of abbreviations, it may very well have been sent by an X or Y gen who does a lot of text messaging. Regardless, with every response you need to use proper grammar and punctuation.
#3. Know your website inside out. Not only can you often refer to something on the site, but you’ll look unprofessional, if not foolish, if the customer is more familiar with your site than you are. If you do contact the customer by phone, you may find yourself in a conversation with them where you ask if they have internet access, and then direct them to a specific page on your site while you are both still on the phone.
#4. Always begin your email with a salutation and a message of appreciation: “Good morning Jim. Thanks so much for the request for information on your Toyota Camry. We service a lot of them here at Elite Auto Service so we’re very familiar with your type vehicle.” In your response you should also ask easy-to-answer fact-finding questions that will build your relationship with them. Questions about service history, driving habits, if others drive the vehicle, etc., are a great way to build rapport. In all cases, at the appropriate time, let them know that you always explore all the available options for your customers. In addition to providing them with answers to their specific questions, when it’s applicable, offer to provide (via email) supporting materials such as TSB’s, photo images, etc. Bear in mind, the rule is never send an attachment without asking first.
#5. Just like with first-time callers, the reason so many email requests will be for a price isn’t because they’re price-shoppers. It’s because they want “solutions” but don’t know what questions they should ask. So what your web leads will often do is ask for a price as a way of starting a conversation with you.
If you found this article helpful, then you'll love Mastering Sales Objections By Bob Cooper. This industry acclaimed audio course covers everything you'll need to dramatically increase your sales and CSI scores, in the most affordable and effective way.
Tuesday, August 24, 2010
Changing Tires: 5 Rules For New Technicians
Changing Tires: 5 Rules For New Technicians: "From AutoCarePro News 1. Your investment in torque wrenchs should be twice as much or more as your investment in impact wrench2. While drivi..."
A Comprehensive Guide to TPMS
Automotive tires are rated to handle specific loads at a predetermined air pressure. By keeping the air pressure in the tire optimized, both tire performance and fuel economy are maximized. How many times have we as technicians been told this and how many times have we told our customers? Even...Click here
Monday, August 2, 2010
5 Rules For New Technicians
From AutoCarePro News
3. Shut up and listen when a more experienced technician is trying to tell or show you something. When you are older, you will fondly remember it and regret that you did not listen more.
4. Roll down a window or leave the keys in the door. In many states it is part of the fire code that requires the keys to be in the ignition or door if a vehicle is parked inside. By rolling down a window you can cut your chances of locking the keys in the vehicle to almost zero. Also, you do not have to roll down the driver's side window, roll down the passenger side or rear window. The driver's side window gets the most abuse and Murphy's Law states it will always break when someone else besides the driver tries to lower it.
5. Tools never get old, they only get worn out or neglected.
Tuesday, April 27, 2010
Thursday, February 25, 2010
The relentless search for "tell me what to do"
If you've ever hired or managed or taught, you know the feeling.
People are just begging to be told what to do. There are a lot of reasons for this, but I think the biggest one is: "If you tell me what to do, the responsibility for the outcome is yours, not mine. I'm safe."
When asked, resist.
From Seth Godin's blog
People are just begging to be told what to do. There are a lot of reasons for this, but I think the biggest one is: "If you tell me what to do, the responsibility for the outcome is yours, not mine. I'm safe."
When asked, resist.
From Seth Godin's blog
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