overcome shopper distrust during the car buying experience

7 Steps to Overcome Shopper Distrust

Written By Ted Rubin

There’s an ongoing struggle in the dealership community for winning a shopper’s trust. Why? Because shoppers have a preconceived idea of the car buying experience at a dealership. They expect to be the prey. They expect your sales team’s hawks to swoop down and engulf them in persuasive techniques. They expect that they will have to haggle their way to …

How to Build a Better Dealership Culture

Your Dealership Staff Wants a Culture of Appreciation

Written By Carol Marshall

A dealership is often a high-stress environment. And if you don’t have a viable dealership culture of appreciation, you’re going to have to hire over and over again. So how do you typically show your employees that you appreciate them for their work? The money. You give your team monetary incentives in return for their excellent skills, which helps them …

Lead follow-up best practices

7 Crucial Days Following a Test Drive

Written By Eric Schlesinger

7 days. It’s not just a quote from the terrifying film “The Ring,” or as the Japanese know it “Ringu.” It’s also the crunch time for car buying decisions. Edmunds.com recently reported that 79% of shoppers buy a car within seven days after a test drive. That means that if you weren’t charming enough to sell the vehicle the day …

is your live chat team that different from your sales team?

Your Sales & Live Chat Teams Are Not That Different

Written By Carol Marshall

The conversations your sales team has with your customers often dictate whether they’ll purchase or not. That’s why having a sales team trained in customer service is so important. Your standards should be the same for your live chat team. But how are their conversations even remotely similar? Live Chat Team vs. Sales Team The Greeting As the saying goes, …

5 unlikely places to promote live chat

5 Unlikely Places You Can Promote Your Dealer Chat Service

Written By Eric Schlesinger

You may think that the only place a chat invitation belongs is on your dealership’s website. However, there are many dealerships across the country who have expanded the marketing of their chat service in the most unlikely places, and have received real benefits from doing so! What unlikely places am I talking about? Facebook You can promote live chat anywhere you …

upgrade your online customer service with chat

3 Ways to Improve Your Live Chat Game

Written By Eric Schlesinger

Live chat can be a great way to offer excellent online customer service, generate leads, and build lasting relationships with shoppers. When customers click to chat, they want knowledgeable associates that will answer their questions and build their trust. However, that’s not always the case…and the worst part is you could be avoiding it! Today I’ll be sharing three ways …