jerry thibeau internet sales follow up dallas
DESCRIPTION
TRANSCRIPT
The Great Internet Sales Assessment
With Jerry Thibeau
Next Exit
Mystery Shop Results
Mystery Shop Results
Dealership Phone Results Email Results Auto Respond
Texas Motors Ford
19 Minutes 9 Minutes 1 Min
Classic of Denton
1154 minutes 7 minutes N/A
Mac Haik Ford
1312 Minutes 16 Minutes N/A
Patterson Auto Group
65 Minutes 65 Minutes 2 Minutes
Glenn Auto Mall
49 Minutes None 52 Minutes
Averages 8.6 Hours 27 minutes 18 Minutes
Why Salespeople Fail With
Phone, Internet & Chat?
In Person
• Words
• Tones
• Gestures
• Posture
• Facial Expressions
On The Phone
• Words
• Tones
Internet & Chat
• Words
Behavioral Cues
Why Do Dealerships Fail With
Phone, Internet & Chat?
• No Set Process • Wrong People • Poor Management • Failure to Execute • No Training • Fail to Measure Results • Fail to Hold People Accountable • Do Not Have the Right Tools
Process Map
Where does the lead arrive?
How is the lead distributed?
What do you say and how?
When do you follow up?
Internet Process
Follow-up
Lead Arrives
Distribution
Response
Where does the lead arrive?
Internet Process
Lead Arrives
• CRM • ILM • E-Mail • Smart Phone
• Notification
How is the lead distributed?
Internet Process
Distribution
• First Come, First Serve • Certified Internet Consultant • Round Robin • BDC Rep • Manager Distributed • Rotation System
What do you say and how?
Internet Process
Response
• Auto Responder • On Hours • Off Hours
• Call or E-Mail First • E-Mails
• Templates • Personalized
•Videos
With a phone number
Internet Call
Pick up the phone and call! Voice Mail Get them live
Internet Voice Mail
Call 1
Hi Bob! This is Jerry Thibeau from ABC motors, I’ve got some really great news for you. Please call me at your earliest convenience. I can be reached at 585-749-2015. If I don’t hear from you this morning, I’ll try you again later today.
Internet Voice Mail
Call 2
Try from your cell phone and do not leave a message.
Call 3
Try from your cell phone and do not leave a message.
Internet Voice Mail
Call 4
Hi Bob! This is Jerry Thibeau from ABC motors, I’ve got some really great news for you. Please call me at your earliest convenience. I can be reached at (your number). If I don’t hear from you this morning, I’ll try you again later today.
Repeat this process until contact is made!
Internet Phone Call
Step 1: Be Prepared Step 2: Confirmation Step 3: Authorization Step 4: Introduction Step 5: Reason for Calling Step 6: Talk About the Opportunity Step 7: Advantages of Buying Now Step 8: Sell The Appointment Step 9: Drive to Closure Step 10: Plan for the Future
Internet Emails
No Phone Number Appointment No Appointment/More Info No contact
How Long do you follow up?
Internet Process
Follow-up
• 90 - 120 Days • Until they die • E-Mails • Phone Calls
Other Tips
Internet Process
Use Snagit to create personalized videos Make walk around videos Every salesperson should have an about me video Use facebook as a social CRM tool Use tracking numbers in templates Use Gmail to forward e-mails when suspecting spam issues Make management confirmation calls on scheduled appointments. Use links to positive review sites
Examples:
Questions? More Information?
Jerry Thibeau
CEO
Phone Ninjas
585-749-2015
www.phoneninjas.com