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Stop Losing Sales!

Data from real customers on why they didn’t buy.

Joe HaberstrohNational Accounts Manager CarsDirect

About Us

Carmine RossiRegional Sales Manager CarsDirect

• Exclusive Survey Data• Top Reasons Customers Didn’t Buy• How to Improve Your Results• Knowing Lead Sources• What to Change – Best Practices

Agenda

Customer Survey Data

New Used

Customer Survey Data

New Used

Why Customers Didn’t Buy

New Used

Dealer Dashboard: Before

Dealer Dashboard: Before

Managing Lead Providers

• Sales Rep queue size – 75, 150, 250?...- What’s the right volume?

- How long is your lead cycle?- Tracking dials and call time

- Listening in on calls

How to Improve Your Results

• Lead cycle time and contact process- Frequency

- What does ‘contact’ mean to the customer?

- CRM notes- The long cycle – how long do you

keep working the deal?

How to Improve Your Results

• Know details about your providers- Not all 3rd party providers perform

the same- Know your sales rate, cost, ROI by

provider, program, distance- Credit tracking – PPL & Subscription

How to Improve Your Results

• Know details about your providers (cont.)- Get customer e-mail addresses

- Source the sale to the right provider- What if something goes wrong?

How to Improve Your Results

• What content did the customer see?• Was a price offered?

• Did they configure a car with options?

• Was the lead organic?The answer does make a difference in how you

respond.

Knowing Lead Sources

What to Change – Best Practices

• Give a price on the phone• Fit into the customer’s process

• Dealer trades• Courtesy delivery

• Sell back end – Loan/Lease, Service Contract, GAP, LoJack

Dealer Dashboard: After

Dealer Dashboard: After

Questions?