Internet Department Process

#10 of the 20 Group

Mike Skilton

mikeskilton@motorcarstoyota.com

Motorcars Toyota Internet Department Best Practices

Every customer should receive a phone call from Internet Rep within the first 5 minutes of receiving the request for information on a certain vehicle.

Not doing this is both a disservice to both you and the customer
Make sure before the person is called, you already know what you are going to say to the customer and have read the lead thoroughly to make sure all questions have been answered

Give the customer all the information they have requested during the phone call and a quote if appointment has not yet been set, along with a brief Video Introduction of yourself (~30 seconds depending on the questions)
If appointment has been set. You do not need to send them a price quote via email, this gives you the opportunity to make more money once they have entered the dealership and you have shown the value in your product and service.

Give a short but detailed message on who you are and why you are trying to get in contact with them

Make sure you give them a reason to follow up with you, do not answer all of their questions via voicemail.

If all questions are answered there is no reason to reach back out to you and you are then at the mercy of the customers will.

I was looking into the information you had sent to us and I had a brilliant Idea that you might not have thought of yet in your search for a new vehicle. Give me a call back so I can go into more detail with you.
Give me a call when you get the chance that way I can go over the FREE Lifetime Warranty with you and make sure your next purchase qualifies.

Send a detailed email to them with their quote, an answer to the questions they asked, a video introduction asking them to give you a call because you want to use their time most efficiently and you saw in a study that 7 or 8 emails back and forth can be replaced by a single phone call.

Also most Importantly like the voicemail. Give them a reason to get back in contact with you

If you have not gotten in contact with the customer, a second call should be made on the same day in which the lead was received.
Rigorous follow up is key to setting an appointment with a customer.

Make sure when you follow up with the customer you go back into your notes, see what they had asked in the initial request as well as the replies and what you have talked about not the phone.
If you are having a hard time reaching a customer, take a look at when you are trying to get in contact with the customer and vary the time in which the follow up is being conducted. Then take a look at when the lead was submitted, there is a good chance that the customer is most available at that time.

Make sure if you have prepared and sent out a video walk around for used car customers to make sure they see the value in you and your interest in sending them all the information they need to make a great decision!
Once an appointment has been set, you follow up with them the day before to make sure you are still set for the time they had agreed upon. Also let the customer know that if they were running a little early or a little late to please give you a call because you want to make sure you have enough time with all of your guests that come in to see you and so that you can move your schedule around accordingly.

The managers will be following up with the customer the day of to make them feel like their appointments are important to everyone not just their salesperson. Then thank them again and say the same as above. Reiterating the importance of letting us know if they are running early or late.