• Car Dealer Plus
No Result
View All Result
  • Latest
  • Used Cars
  • Live
  • Forum
  • Power 2020
  • Used Car Awards
  • CDX
  • Knowledge
  • Suppliers Guide
  • About Us
  • Latest Issue
  • Top 100
  • CD Plus
  • Latest
  • Used Cars
  • Live
  • Forum
  • Power 2020
  • Used Car Awards
  • CDX
  • Knowledge
  • Suppliers Guide
  • About Us
  • Latest Issue
  • Top 100
  • CD Plus
No Result
View All Result

Auto Trader’s Live Chat top tips

Nathan Coe by Nathan Coe
December 27, 2013
0
Home News

Screen shot 2013-12-26 at 13.40.54If salesman is friendly and helpful it is likely a potential buyer will follow up, says Nathan Coe

LIVE Chat, the online messaging service that instantly connects potential customers who are ready to talk with sales staff at a click of a button, gives dealers the best chance of turning a preliminary call into a good chance of selling a car.

Auto Trader’s Live Chat, introduced in January 2012, has already hosted more than 120,000 consumer conversations with 400 dealers, resulting in nearly 60,000 leads. This direct, real-time interaction allows dealers to influence consumers’ purchase decisions by engaging in a dialogue at the earliest possible opportunity in the buying process.

It provides the opportunity for a dealer to develop a relationship in a way that static online web pages or social media alone cannot achieve. And unlike telephone calls and face-to-face conversations which can only occur one at a time, Live Chat enables dealers to have several ‘conversations’ at the same time and at any time of the day.

The success of Live Chat depends on the way it is used. Auto Trader’s Live Chat top tips are:

  •  Answer chat requests immediately. This medium demands instant response to ensure a good consumer experience. If you’re late they may already be talking to a competitor.
  • Always ensure someone is available to answer the chats during working hours and remember that customers will use Live Chat outside normal business hours. Developing a process for answering these chats will maximise the lead opportunity.
  • Use friendly introductions. Introduce yourself and assure the customer that you’re happy to answer any questions about the vehicle.
  • Don’t demand customer contact details in return for information. That’s the quickest way to end a conversation!
  • Don’t ask for contact details straight away. Introduce this into the conversation as you go. Remember, if they wanted to speak to you, they’d have called.
  • Be mindful that the customer may be at work. Pushing for a call won’t work. Build up rapport and exchange details for later conversations.
  • Always suggest the customer visits the dealership to take a test drive. It’s a great opportunity to provide your dealership contact details, address and opening times.
  • If they seem keen to talk prices, suggest a quick chat and ask for their contact details. But don’t delay in calling them.
  • If you don’t know the answer to a question then tell them you will find out and get back to them (ask them how they would prefer to be informed – email, text or call).
  • Once you’ve engaged with a customer, stay in touch. Just because a customer wants to end a conversation doesn’t mean they are gone for good. More often they’ll return to those dealers who they find friendly and helpful. Dealers with properly implemented Live Chat are getting leads in most cases in addition to the leads they had already.

Related Posts

Rishi Sunak
News

Budget 2021: What could it mean for car dealers and the automotive industry?

February 27, 2021
Billy Monger crosses finish line
News

Feb 27 round-up: Sunak warns ahead of Budget; FTSE hit on metal prices; Billy Monger completes 140-mile challenge

February 27, 2021
Volkswagen Passat GTE plug-in electric car being charged
News

VW suffers post-tax profit drop of 37 per cent but says that was better than expected

February 26, 2021
Supercar graphic
News

Moving on up: Here are the top 10 used supercars to buy if you want to see a return on your investment

February 27, 2021
Subaru sign via Newspress
News

Subaru adds three dealers to network with plans for at least 15 as part of restructure that will see 10 leave

February 27, 2021
G3 Motorhouse in Failsworth from Google
News

Car dealers must pay out thousands after Trading Standards investigation found they’d clocked cars

February 27, 2021

Want the latest news?

Sign up to Car Dealer's daily news email updates

Subscribe
How many car dealerships does each manufacturer have in the UK? Car Dealerships Locations List 2021 revealed
News

How many car dealerships does each manufacturer have in the UK? Car Dealerships Locations List 2021 revealed

February 24, 2021
Used Car Awards with Mike Brewer and James Baggott graphi
News

Who won what at the Used Car Awards 2020? Mike Brewer reveals our winning car dealers

February 11, 2021
Car Dealer issue 156 front cover and Used Car Awards
Online Magazine

Out now: Car Dealer issue 156 features our Used Car Awards, H.R. Owen CEO Ken Choo and lots more

February 23, 2021
Used car market stronger than ever as August sees sales up by nearly 50 per cent for Big Motoring World
News

Opinion: Here are 10 reasons why I think there’ll be a rapid recovery in car sales when lockdown ends

February 16, 2021
Trophy Cars forecourt
News

Investigation: Meet the hyper-specialist car dealers making their money from weird and wonderful motors

February 11, 2021
Become a Car Dealer Plus member and get more out of this website including free legal advice
News

Become a Car Dealer Plus member and get more out of this website including free legal advice

January 15, 2021
Car Dealer Top 100 – The list in full of the most profitable car dealers in the UK
Car Dealer Top 100

Car Dealer Top 100 – The list in full of the most profitable car dealers in the UK

February 10, 2021
Bitcoin ATM terminal
News

Will car dealers in the UK accept Bitcoin for payment? Dealers speak out after Tesla plans to accept cryptocurrency 

February 18, 2021
  • Latest
  • Used Cars
  • Live
  • Forum
  • Power 2020
  • Used Car Awards
  • CDX
  • Knowledge
  • Suppliers Guide
  • About Us
  • Latest Issue
  • Top 100
  • CD Plus
Call us: 020 8125 3880

© 2020 Blackball Media

No Result
View All Result
  • Car Dealer Plus
  • Latest
  • Used Cars
  • Live
  • Forum
  • Power 2020
  • Used Car Awards
  • CDX
  • Knowledge
  • Suppliers Guide
  • About Us
  • Latest Issue
  • Top 100

© 2020 Blackball Media

Log In
Register
Register
Server C