It Starts At Hello!

Let me start with the obvious statement for today, when someone start's their journey to purchase a car, where do they start?

ONLINE.

We know that now more than ever, a consumer has a million options to choose for their next vehicle. Do they go completely online and do the Carvana thing or do they do what likely they least want to and shop a million dealerships.

Let's unpack that for a moment, WHY DO THEY NOT LIKE BUYING A CAR? They've heard all the stories and lived out the badger car commercials in real life (If you haven't seen them, google badger car commercials, you're welcome!).

The reality is, WE MAKE IT DIFFICULT. We do.

Yes, the guest does as well, but we don't help ourselves by not being forthcoming with information or not knowing our product!

When you answer a phone call or reply to an internet lead via email... remember this simple principle, AM I MAKING IT EASY? This doesn't mean you give the car away, it means that you engage with the guest! Help them to see that you are here to MAKE IT EASY!

EVEN when they're being difficult. How many times has that tough guest ended up coming in, buying a vehicle, and then becoming a raving fan... happens ALL the time!

Ask questions to understand what they're trying to accomplish. Paint pictures with your words. USE VIDEO to engage them.

Remember this, IT ALL STARTS WITH HELLO.