How to improve inquiry management, by Dragon2000

Time 9:33 am, February 9, 2017

DRAGON2000 is urging dealers to improve their inquiry management so they don’t miss out on phone, email and web inquiries and lose potential sales to competitors.

More and more car buyers are taking to the internet to research vehicles, make inquiries and book test drives out of hours. Increasingly, dealers need to be able to capture and respond to leads round the clock.

Karen McKenzie, operations manager at Dragon2000, said: ‘Dealers’ websites need to cater for out-of-hours inquiries by providing enough information to help visitors decide to make an inquiry on a vehicle, by providing features such as video, live chat and finance calculators.

‘Dealers also need to ensure they have the resources to handle daily phone inquiries and the systems in place to deal with out-of-hours email and web inquiries.

‘Rather than managing separate inquiry systems and websites, dealers should invest in DMS systems capable of integrating with websites which record the details of the inquirer, the vehicle they are interested in and any potential part-exchanges, allowing inquiries to be managed in one place.

‘Dealers who have a Dragon2000-built website have the benefit of all sales inquiries received via the website automatically appearing in their DragonDMS system, to be progressed and followed up by sales teams without having to rekey details.

‘This saves valuable time when multiple inquiries are received, especially when considering many arrive out of hours and will await the sales teams’ action the next morning.’

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Dave Brown's avatar

Dave, production editor on Car Dealer Magazine, is a journalist with more than 30 years' experience in the worlds of newspapers, magazines and public relations.

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