ECommerce Solutions Version 3

8/11/2019 ECommerce Solutions Version 3

1/103

Contents

Internet Sales Manager Job Guide........................................................................................................................4

Increase Traffic on the Web..................................................................................................................................9

How to Get More Peo le to !our "ealershi Website........................................................................................#$

Search %ngine Mar&eting 'S%M(........................................................................................................................##

Search %ngine ) ti*i+ation 'S%)(....................................................................................................................#,

Social Media.......................................................................................................................................................#-

Call Trac&ing and Phone eads..........................................................................................................................#/

Phone eads........................................................................................................................................................#0

4 &e! co* onents for a oint*ent show...........................................................................................................#9

Phone log Form All phone calls should be recorded in the CRM ..........................................,$

ST12"13" S1 %S C1 G1M%P 12 ......................................................................................................,#

ea5ing a Message.............................................................................................................................................,,

#st outgoing hone call guide for /67 8uc&et...................................................................................................,-/67 8uc&et Price Phone 3es onses...................................................................................................................,4

Process and Measure*ent...................................................................................................................................,6

What s the 8est Wa! to Sell Cars :sing the Internet;........................................................................................,):3 T%MP 1T%S S%2"I2G TH% I2T%2"%" M%SS1G%;...........................................................--

Sub?ect ines......................................................................................................................................................- 8oogle search engine o timi@ation 5S N6 an/ rating sites! -e utation Management Social Me/ia lat orms K Mo)ility

Managing Social Me/ia, .urn negative to ositive while increasing S N 8etting starte/

How can we use Social 1edia to control 4oogle?

Social Me/ia shoul/ )e use/ to relax the customer 5 yes6 )e ore they come into the store to /o )usinessusing the ty ical transaction rocesses 5.he ol/ ashion way6

(eer to (eer marketing # "0% o customers re er that


14/103

8oogle search age on you! 4est marketing tool you have! A gran/ acility an/ a )ig sign means nothing ithey /o not click on you to see what service or ro/uct you have to o er!

n 4oogle e 'rust

Face)ook is now )igger then 8oogle!

Microso t 4ing is $% o searches an/ artner with )uyatoyota!com an/ en.une! Youtu)e is secon/ largestsearch engine 58oogle owns Youtu)e6!

8oogle =ikes resh an/ relevant content! S i/ers search sites continually or new an/ relevant content!

Customers are searching or .oyota, /ealershi s, service an/ sales consultants! Must loa/ 8oogle li s withyour wor/ tracts? 8oogle can sto your tra ic an/ sen/ them elsewhere!

xam les> u)lin .oyota is to o list )ut )a/ reviews! 4a/ reviews are like a car crash no)o/y wants them)ut they can


15/103

&ealer"ater: 2"$Kmonth to )e certi ie/! Certi ie/ /ealers have two week to correct an issue )e ore it isoste/! I customers /o not res on/ to /ealer the comment is not oste/! Can a/vertise an/ get your a/ on

other /ealer strategies or e ective ace)ook wall ost! Follow whatcor orate .oyota /oes on ace)ook! .oyota invests a large amount o money on ace)ook! .estimonials are amust! 8et the names an/ ol/ letters o the walls o the /ealershi an/ get them on ace)ook! Check out.oyota charity match rogram an/ have ans vote on avorite to create more tra ic! Check out 100 cars

ace)ook romotion )y .oyota! See Clorox 4leach or goo/ ace)ook exam le o charity an/ how to removestains! EHow to is a goo/ way to attract consumers! (remier .oyota vote on )est teacher, 0B1 likes on thiscam aign, teacher gets a new car 5lease6! Frien/ .oyota


16/103

M(8, .ire (ressure monitoring system, .LM rocess, how to air a hone elivery o vehicles in case customer is short on time /uring sales rocess

'witter aily service an/ arts s ecials Slow times in sho the .wit a /iscount to come on in! Oust arrive/ o the truck rom .oyota

&N times an/ /ates Dhen you ost a new i/eo on Youtu)e or Face)ook

8logger Nwne/ )y 8oogle, 4ogging is huge or S N, 4o) 4ri/ge .oyota has a technician 4log a ew times a week

ho should do Social 1edia at the dealership?

.hink Young, rece tionist, an/ Intern rom local collage!C-M shoul/ )e in control o rating sites! o not try to manage multi le rating sites at one time! (ick a siteevery week an/ han/ out car/s on how to access rating site with instructions on how to ost ositive reviewswith key wor/s! Han/ out is sales, service an/ arts!

-e erences>

Socialnomics )ook )y ric 8ualman 4u//y me/ia> strategies or e ective ace)ook wall ost .oyota!com mo)ile rogram with i/eo (olicytool create olicy on social me/ia or any other olicy AutoRi/eas!com mlot )y .oyota + s;uare a Mo)ile a loa/er an/ ealer A can make a s

1#


17/103

&all Trac!ing and Phone Leads

Call Trac&ing Call +rac ing is the easiest 5a' to increase ad&ertising R9,4 b' trac ingphone calls bac to their original placements@ ust place 'ou8re tollKfree or localnumbers in di erent ads4 and our anal'tics 5ill re&eal 5hich form of ad&ertisement hasbeen most e ecti&e@ Ior all incoming calls4 'ou can access information such as callduration4 caller ,H4 disposition bus'4 hangKup4 no ans5er4 etc@=4 and more@ Call trac ingser&ices e&en include call recording in the same lo5 price@

8uy 'oll +ree num-ers and trac 2dvertising efficiency Stop 5ondering 5hich Ads andonline 5eb pages dri&e 'our sales@ Call +rac ing lets 'ou monitor inbound telephonecalls that dri&e re&enue@ You can bu' one or hundreds= of uni ue phone numbers thatcan be placed on displa' ads4 landing pages4 billboards or e&en print ad&ertisements@Call trac ing companies ha&e po5erful reporting engine lets 'ou trac 4 for5ard4 andrecord all phone calls4 allo5ing 'ou to &isuali?e 5hich ad campaigns dri&e the mostphone calls to 'our sales lines@How Call 'rac ing or s

Assigns a uni;ue toll# ree or local tele hone num)er or each source o a/vertising ormarketing cam aign to )e monitore/

Automatically measures consumer res onse to any orm o marketing

I/enti ies ga s in sales an/ customer service hone skills or evaluation an/ training

-e orts lea/s# er#source an/ cost# er#lea/ in real#time

Ca tures caller tele hone num)er, location, an/ when availa)le, name, a//ress, an//emogra hics

-e orts are availa)le on /eman/ via Internet # or may )e sche/ule/ or email /elivery N tions inclu/e sel # rovisioning, I - menu routing, rivate la)el )ran/ing, lus geogra hic,

over low, an/ time#o #/ay routing

hy 'rac 7our (hone Calls?

You can


18/103

Phone Leadsncoming (hone facts

1T of calls ne&er reach a sales person3 $T of callers hang up 5hile on hold3 1"T of calls are sent to &oice mail and half hang up3 9nl' T of sales reps identif' themsel&es #"T of sales reps fail to get contact information from callers3 9nl' T of calls result in an appointment3 ! T of appointments set 5ith no time speci ed3 # T of appointments set are set outside of a % hour 5indo53 9nl' 0T of dealers create a positi&e impression 5ith the receptionist3

9 ey components to ma ing an appointment

1@ Ge prepared@ DAre 'ou in the ?oneE to ta e the phoneF@ /a&e 5ebsites open and all paper ads near the phone@

!@ Are 'ou prepared to ans5er price uestionsF

"@ 9 er alternati&es@#@ Ans5er or ac no5ledge all uestions$@ Less is more@ Soften the truth@%@ /a&e a phone guide in front of 'ou@ Log 'our call in the CRM

'wo 'ypes of incoming calls

4reeting: .his is A4C .oyota,RRRRRRRRR s eaking! How may I hel you?

2d internet call

o E&o ro)lem I


19/103

* !e+ com$onents ,or a$$ointment sho) % hours or less

o Set the stageo +oda' or tomorro5o Morning or afternoono NU1# or 10U"#

Close the Loopo i&e directions

o Landing pado ust in Case Con rmation call from a manager

9 ey components for show to close

Ge preparedo /a&e a client le read'o /a&e &ehicle pulled up

Consultationo ,n&ite client to 'our o7ce before the loto Re&ie5 their re uesto (al aroundo Hemonstrationo ;resent -umbers 5ith alternati&es li e leasing

Manger e6it inter&ie5 Iollo5Kup@ Record all touch points in CRM

Close the loop

D ohn , 5as 5ondering if 'ou 5ould do me a fa&orF Ho 'ou ha&e a pen hand'FE D,f 'ou8re running behind or something changes 5ould 'ou please call meF /ere is m'

number ###K"""K1 !"@ D ohn4 , 5ill do the same thing if something changes on m' end4 5hat8s the best number

to reach 'ou atFEC . Clarify and Confirm

'rade hoo , no appointment: Oohn, I was won/ering what you


20/103

HateU VVVVVVVVVVVVVVV SourceU VVVVVVVVVVVVVVVVVVVV ConsultantU VVVVVVV

Phone log Form All phone calls should be recorded in the CRM

1N

Get na*e and 2u*ber 6A#$ *inutes to get info

2u*ber calling fro*

S ell !our last na*e

Call 8ac& Good news@ et s gettogether. Close the loo

Inco*ing Phone calls

Ma'e (ppoint ent and Close the +oop

Ha5e a en hand!;

Toda! or To*orrow;

Morning or 1fternoon "ateLLLLLLLLLL Ti*e LLLL #6 or LLLL 46 1M PM

ocation LLLLLLLLLLLLLL % lain anding Pad Co**entsLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL

!o Me a ,avor

=irst 2a*e LLLLLLLLLLLLLLLLLL ast 2a*e LLLLLLLLLLLLLLLLLLLLLLLL %*ail LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL

8est 2u*ber '?ust in case( LLLLLLLLLLLLLLLLLLLLLLLLLLLLLL 1lternate 2u*ber LLLLLLLLLLLLLLLLLLLLLLLLLLLLLL

Trade -oo' .I" custo er does not a'e an appoint ent/

In"or ation !a) 0 Specials 0 Pro otions

>ear LLLLLLLLLLLLLLLLLL Ma&e LLLLLLLLLLLLLLLLLLLLLLLL Model LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL

8est 2u*ber '?ust in case( LLLLLLLLLLLLLLLLLLLLLLLLLLLLLL %*ail LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL

C Clarif' and Con rm

Ice 8rea&er 2o roble*@ Where did !ou

see it;

Is ad in front of !ou; 1d infront of *e.

Ice 8rea&er 2o roble*

1nswer an! Nuestions;

1d Dehicle Call Infor*ation Call

=act =ind%5er dri5en one before; What would !ou li&e to

&now; What s i* ortant to !ou; If I had asi*ilar 5ehicle

TradeAin


21/103

ST-.D-/D S-L S &-LL G-M PL-.0

,nitial Response should be b' phone then follo5ed b' the email@

-d1internet call

o D-o problem ,8ll be glad to help 'ou@E

o D(here did 'ou see the &ehicle ad&ertisedFE

o

DHo 'ou ha&e it in front of 'ouFEo DLet me get it in front of me@E

.on ad call

o D-o problem4 ,8ll be glad to help 'ouE Ans5er uestion=

Fact Find / a&e 'ou had a chance to dri&e one 'etF

(hat 5ould 'ou li e to no5F

(hat are the most important features that 'ou needF ,f , had a similar &ehicle4 5ith similar e uipment4 ma'be a better &alue is this something

'ou 5ould consider or should , rule that outF

/ello4 is this VVVVVVVVVVVVF , am responding to the re uest that 'ou made o&er the,nternet concerning a VVVVVVVVVVVVVVVVV@ , am VVVVVVVVVVVVVVV 5ith VVVVVVVVVVVV

+o'ota@ Hid m' email response ma e it through an' S;AM lters that 'ou ha&e on 'ouremail inbo6F

"Generic In2uir+# (hat ind of e uipment are 'ou loo ing forF

"S$eci3c In2uir+# /o5 familiar are 'ou 5ith the (model) F ,s it speci call' that 4ehicle'ou8re interested in4 or are 'ou ust loo ing for the nicest one 'ou can nd in a certainprice rangeF

(New) Ho 'ou prefer lighter colors4 dar er colors or are 'ou We6ibleF

(Used) (hat priceJpa'ment range are 'ou tr'ing to sta' 5ithinF

,8ll be happ' to chec on that for 'ouP 5hile ,8m chec ing 5hat8s a&ailable4 ,8ll see 5hatmight be coming in soon4 too@ ,t onl' ta es about #K10 minutes@

,s this the best number to reach 'ouF If not set an appointment for a callback @=

I, +ou could )ait ,or 5ust a moment6 I ma+ be able to 3nd out right no)6 o!a+7(Only 10-15 seconds on hold!)

, ha&e some great ne)s for 'ou3 (e ma' ha&e VVVVV or VVVVV in stoc and thea&ailabilit' of VVVVV or VVVVV more ust li e 'ou8re loo ing for3 (hat8s a good time to stopin and see one this afternoon4 this e&ening or 5ould sometime tomorro5 be better for'ouF D/o5 about (time) FE=

0


22/103

/a&e 'ou e&er done business 5ith us beforeF Can , ta e a minute to tell 'ou a little aboutusF Alternative: /a&e 'ou e&er bought a &ehicle using the ,nternet beforeF Can , ta e aminute to tell 'ou ho5 it 5or sF

Ho 'ou ha&e a pen and paperF

Lea4ing a Message

1@ /ello4 , am calling for VVVVVVVVVVV about the re uest she made o&er the,nternet for a ne5 +o'ota Camr' m' name is VVVVVVVVVVVVVVV 5ith VVVVVVVVVVV

+o'ota@

@ +he reason , am calling is to re&ie5 the speci cations on the Camr' and ma esure , ha&e all the information necessar' to pro&ide 'ou 5ith a price and toensure 5e appl' the best possible manufacturer incenti&e@

a@ +he reason , am calling is to ma e sure that the response , emailed to 'oumade it through 'our S;AM lter and that 'ou ha&e the price uote on 'our ne5

VVVVVVVVVVVVVVVV@

!@ , noticed 'ou ha&e a 00 Camr' to trade and , 5anted to learn more about it4because , thin it might be a good unit for our in&entor' 5hich 5ould help usto gi&e 'ou a better trade &alue@ ,f 'ou ha&e a digital photo could 'ou emailthat to meF

"@ , 5ould reall' appreciate a uic call to go o&er this 5hen 'ou get a chance ,promise it 5ill ust ta e a minute 9R if 'ou 5ould prefer responding b' emailplease4 do so and , 5ill pro&ide a prompt repl'@

#@ +han 'ou for 'our time@ You can call me4 9) SM,+/4 bac at XXXKXXXKXXXX@Again that number is slo5l'= XXXKXXXKXXXX@

1


23/103

8st outgoing $hone call guide ,or 9:; Buc!et

Intro> ;4 reeting ! x lain why ' ake the lea/ 5A4C6 ;

Ask one o the ;uestions )elow an/ listen to the res onse!

1! How can I hel you?9! Dhat woul/ you like to accom lish ?

! Dhat is most im ortant to you? 5Go for the appointment dont try to land on vehicle 6

2((': E8reat )ase/ on what you>>

. hat are you currently driving? 2re replacing that vehicle or adding to yourhousehold?'hat could -e a perfect fit for our inventory@ =et#s get together@

/ we had similar vehicle A similar features at a -etter B2= !>would youconsider or should we rule that out? =et#s get together@


24/103

9:; Buc!et Price Phone /es$onses

Client#s response: D hat do they sell for?E

o) to -4oid S$am Filters

S am uses u )an/wi/th! It clogs mail )oxes! An/ eo le /on t want to receive it! An/ IS(s have )ecome aggressive in ilteringemails as a result!

Dith the increase in S am have come increasingly so histicate/ guar/ians against unsolicite/ emails! .hese email 3watch/ogs3 are use/ )y most Internet Service (rovi/ers 5IS( s6 as well as rivate customers! Dhile this so tware /oes )lock out

S am, it can also )lock legitimate emails as well! Jn/erstan/ing how S am ilters work can hel revent non#/eliveryro)lems, or )eing la)ele/ a s ammer un airly!

Certain rules within the s am ilters may cause your emails to )e marke/ as s am!

I a ont is too )ig or too small Amount o images relative to text

.he wor/s use/ within the email or su) ect line

.he ont color 5shoul/ )e we)#sa e alette6

.he T rom wor/ing

.he rom an/ re ly a//resses (ercentage o H.M= co/e in the email

ncreasingly Sophisticated +ilters 1ean =ess !mails 4et 'hrough

Many IS(s has s ecial routers or their email /omains that analy@e all incoming emails! .he router can automatically )lockemails that come rom certain a//resses 5those on the 3)lacklist3 o known s ammers6, an/ they will also ilter out emails thatcontain certain trigger wor/s in the su) ect line that have )een re;uently linke/ to S am messages!

ven i your email gets ast the router on your customer s IS(, it may also have to get ast the ilter on your customer s email)ox! Dith our increasingly so histicate/ email rograms, eo le can tell their mail)oxes to automatically /elete messages thathave trigger wor/s in the su) ect lines or that come rom the 3wrong a//resses3!

How Spam filters wor&ormally, email ilters examine the wor/s in the email 3su) ect line3! .his is the hea/er that you see when an email shows u inyour email )ox! A goo/ su) ect line can encourage eo le to actually click on an/ o en an email 5more on this in lessonseven6, )ut you nee/ to exercise care when creating your su) ect hea/ings to revent iltering!

Fre;uently, more so histicate/ anti#s am metho/s use/ )y IS(s use a 3 oint system3 that i/enti ies trigger hrases commonlyuse/ )y S am! I an email goes over the 3 oints3 it is iltere/ out, an/ is never /elivere/ to a customer!

Some o the more commonly use/ hrases that IS(s an/ mail clients ilter out inclu/e>

FreeU

$0% o UClick HereCall nowUSu)scri)e

arn 2iscountUliminate e)tou)le your income

You re a DinnerU-everses Aging3Hi//en3In ormation you re;ueste/3Sto 3 or 3Sto s3=ose Deight

Multi#level Marketing

Million ollarsN ortunityCom are-emovesCollect

Ama@ingCash 4onus(romise YouCre/it=oansSatis action 8uarantee/Serious CashSearch ngine =istings

!0


32/103

.here are other ro)lematic hrases that can trigger some S am ilters, or start a//ing 3S am oints3 to emails sent out, an/shoul/ )e avoi/e/! .hese inclu/e>

Act &owU All &ew All &atural Avoi/ 4ankru tcy As Seen NnG

4uy irectCasinoCashConsoli/ate Your e)tS ecial (romotion

asy .erms8et (ai/8uarantee, 8uarantee/8reat o er 8ive it away, 8iving it awayOoin millionsMeet SinglesM=M&o cost, &o ees

N er Nne timeNnline harmacyNnline marketingNr/er &ow

(lease -ea/on t elete

Save u to.ime limite/Jnsecure/ /e)t or cre/it

acationiagraisit our we) site

Dhile Su lies lastDhy ay more?Dinner Dork at homeYou ve )een selecte/

Jsing ;uotation marks, /ollar signs an/ exclamation oints in su) ect lines will re;uently trigger mail ilters, as well as using allca ital letters 5shouting6! You shoul/ also never ut a toll# ree num)er in the su) ect line, since that will also cause your emailto )e iltere/ out )y many S am ilters! An/ never use a ont si@e larger than 9V, or you coul/ trigger some S am ilters!

(lease )e aware that the a)ove lists aren t meant to )e com rehensive, an/ only i/enti y some o the more common wor/san/ hrases that trigger S am ilters! Nne way to check? Sen/ an email to yoursel an/ some select rien/s 5such as otherInternet#)ase/ marketing moms6 with S am ilters irst, )e ore sen/ing it out to your customers, an/ see i it makes it through!Nr, go out an/ )uy one o the )etter so tware rograms that will highlight wor/s that coul/ )e i/enti ie/ as S am! I you /e en/on email marketing to )ring tra ic to your we) site, it is well worth the investment!

pdate 7our =ists +re%uently

Another as ect o email marketing an/ list management is vital> checking an/ u /ating your list re;uently! .his is )est /oneautomatically! For instance, i a su)scri)er chooses to 3unsu)scri)e3, you email list manager shoul/ imme/iately take them oyour mail list, to revent accusations o 3S am3! Failing to u /ate your list can cause you to )e )lackliste/ with their IS(! It sessential to inclu/e an 3unsu)scri)e3 link in each email that you sen/ out, an/ to honor this re;uest as soon as it occurs!

Also, non#/elivera)le mails nee/ to )e looke/ at! Is it /ue to har/#)ouncing 5wrong email a//ressK/omain name?6 or is it aso t#)ounce 5miss elle/ name?6 In some cases, the a//ress is no longer vali/, an/ shoul/ )e taken o the list! Mostautomate/ list managers will /elete emails a ter a certain num)er o attem ts that get )ounce/ )ack!

4etting off of 8lac lists

ven the most legitimate mailings may cause some customers to cry 3S am3! .hey may orget signing u or your newsletter5even though it was a /ou)le o t#in su)scri tion6, or have selective memory a)out signing u to receive email romotions inreturn or /ownloa/ing that great ree so tware at your we) site!

In these cases, it can hel to kee care ul recor/s o your o t#ins! I you get )lackliste/ )y an IS( 5or even yours, i you areaccuse/ o s ammingU6, show them your recor/s> on Oanuary 1$, 9009, a customer using the email a//ress

memysel an/IWanyIS(!com signe/ u or my newsletter rom the I( a//ress 5give I( a//ress6! .his lets the IS( know thatyou are res onsi)le, an/ that someone rom that IS( I sign u to receive emails rom you! In most cases, the 3)lacklisting3will )e /ro e/!

4y aying care ul attention to su) ect lines, an/ avoi/ing those that trigger email ilters, your emails have a )etter chance oreaching your customers, an/ not )eing iltere/ out! 4y emailing res onsi)ly, an/ kee ing goo/ recor/s, you can avoi/accusations o S am, an/ en oy interacting with your customers via email!

!1


33/103

-d4ice on Building Tem$lates

TH% 8%TT%3 T%MP 1T%S CH1 %2G%

=ove Tem or not, tem lates are a necessity in this )usiness! 8oo/ ones are rare, an/ )a/ ones can )e /amagein/ucing! Dhat

Ama@on!com, =!=! 4ean, Home e ot an/ the hun/re/s o other com anies who email you regularly have to im act

you with email only they can


34/103

-/ ?O=/ T MPL-T S S .DI.G T> I.T .D D M SS-G 7

How effecti5e are !our e*ail te* lates; How are the! recei5ed and ercei5ed b! the general ublic; It s5er! hard to &now the answer to these Nuestions when !ou are in the business we are ?ust too close to the*aterial. Howe5er@ onl! !esterda! I disco5ered an in5aluable 'and free( resource right under *! nose *!wifeO :nli&e *e@ she is not in the car business. She does not read car *aga+ines. She is onl! interested incars for their abilit! to get her fro* oint 1 to 8@ for their safet! and their reliabilit!. When her lease is u andit s ti*e to ic& out another car she wants that to be as Nuic& and effortless as ossible. Sounds li&e ana5erage custo*er@ right; I was rinting so*e recent *!ster! sho results at *! ho*e office and she began toread the*. So*e letters she li&ed. So*e she didn t. 1nd so*e u++led her A she couldn t figure out whatthe! were tr!ing to sa!O I reali+ed then that@ because she is not in the business@ all of her reactions were5aluable. '=a5orite co**ent What is this; 2o wo*an would read this.K The e*ail had the car s To!otas ecifications '5ehicle inNuir!( co ied and asted into the center of it(. 8ut don t listen to *! wifeQ if !ouha5e a s ouse@ or cousin or friend or whate5er@ *ale or fe*ale@ who is not in the car business 'and is not

i* assioned about cars( as& the* to *!ster! sho !ou and gi5e !ou their sub?ecti5e i* ressions. It beats a!ing *one! for an outside focus grou . 1nd !ou *ight be sur rised b! the results.

I recently mystery sho e/ some /ealershi s an/ receive/ the email tem late )elow as one store# Com limentary Shuttle .rans ortation

# Com limentary Car Dashes /uring 4usiness Hours# Client =ounges with Direless Internet Access Hi# e inition Flat Screen .


35/103

O12 what is wrong with this letter* +ets e%a ine it line b) lineear QC=I &.RFI-S.R&AM Q QC=I &.R=AS.R&AM Q,

# ear First &ame =ast &ame is aw ully ormal, no? Doul/n


36/103

2ll we need and want to do with the


37/103

Sub5ect Lines

,n 'our message sub ect line4 be as s$eci3c as $ossible )ith as man+rele4ant details as +ou can 3t @ Spam lters are more inclined to let speci cmessages through than generic ones@ +here are a lot of ideas about sub ect lines4 and'ou can ma e up 'our o5n mind@ Some good ad&ice might be that 'ou change 'oursub ect lines on initial responses based upon the lead source@

,f the lead is from the manufacturer or a thirdKpart' lead pro&ider4 'ou ma'logicall' 5ant to include the lead $ro4ider


38/103

-o cost4 -o fees

9 er

9ne time

;lease read

HonOt delete

Signatures

List ALL of the contact methods that 'ou 5ant bu'ers to useU

To!ota 2ew Car%5er! urchase or lease of a new To!ota includes a co* li*entar! worr!Afree *aintenance lan androadside assistance that consists of , !ears or ,6@$$$ *iles. Whiche5er co*es firstO To!ota is the first fullAline brand to offer an!thing li&e it.

Signature ,tems to ,ncludeU

/igh

, ust 5anted to ta e a brief moment to personall' introduce m'self@ M' name is from and ,8m the ,nternet manager here@ Ieel Iree to re&ie5an' of the information ,8&e pro&ided 'ou and let me no5 if 'ou 5ould li e to stop infor a test dri&e@ , can al5a's be reached at or 'ou can email me and , 5illget bac to 'ou 5ith ans5ers to an' uestions or concerns 'ou ma' ha&e@

+han 'ou and ha&e a good da'@

)*ame+

,nternet Sales Manager

;honeU %1!@ N @"B!!Ia6U %1!@#B0@#N""

)mailU

A photo of 'ou at 5or

Your schedule4 if it8s stable

Lin s bac to 'our 5ebsite especiall' if the lead comes from a !rd:part' source=such asU

I D NJ- CJS.NM - . S.IMN&IA=S

I D NJ- I& &.N-Y

I D NJ- JS CA- S( CIA=S

!%
mailto:[email protected]:[email protected]


39/103

I D NJ- HNJ-S A& I- C.IN&S

FN- A S CJ- C- I. A((=ICA.IN&

.otes on -utomated /es$onse

,nclude a small banner depicting 'our dealership4 logo or slogan@

VVV +ell them it8s an automated response

VVV Let them no5 that personali?ed follo5Kup4 b' phone andJor email4 5ill be

Iorthcoming as soon as it is possible

VVV Contact names4 phone numbers4 email and ph'sical addresses

VVV Lin s to other 5eb pages 5ithin dealership8s 5ebsite

VVV an in&itation to &isit the dealership in person 5ith directions and arri&al

,nstructions to as for the ,nternet Manager

VVV Lin to 'our 9nline Credit Application

VVV Healership8s /ours of 9peration

!B


40/103

@ecti4e Lead /es$onse

!N


41/103

&raig


42/103

9' +he phone call or email response to a lead that contains a stoc number must

include a4ailabilit+6 $ricing and alternati4es @

E' Manger should ma e a con3rmation call @

a@ +he client 5ill be more comfortable 5hen meeting manager at the

dealership (o5 factor=

' /a&e a dail'J5ee l' ma!e a dealH meeting 5ith a manger@ Hon8t be scared to

as for help@ ,t 5ill add credibilit' to 'ou and reWect do5n to the customer@

8A' Iollo5 up a minimum of 1 0 da's 5ith clients that ha&e not been

contacted &ia email andJor phone@

"1


43/103

Ste$s to @ecti4e Lead Management

1@ Send an autoKresponder onl' if it is not during business hours4 set the

e6pectations@ Customers no5 'ou are ma' not be open that8s 5h' the' sentthe lead during nonKbusiness hours@ You ma' seem aggressi&e if repl'ing late

nights or Sunda's@ Consider ha&ing an automatic lin that opens to a D After

/ours *ideoE message in the repl'@ Actual &ideo in the repla' could be stopped

b' spam lters@ Ma e sure 'ou ha&e a 'ou tube account and lin them to this

account and &ideo@

@ Anal'?e the Lead@ Ge a lead detecti&e See lead detecti&e section=

!@ +e6t and call rst thing before sending a repl' if during business hours@ see

;hone Section=

"@ Send a personal response@

a@ Response time is important but don8t be too uic and send the 5rong

response@ (h'U the ualit' of the response 5ill determine the ualit' of

the lead@ +his ma' be their rst impression other than the 5eb site the

consumer sent the lead from@

b@ Ans5er the customers uestion and as D/o5 can , helpJassist 'ou 5ith

'our research@

c@ Less is More

[email protected] $rice unless the customer re uested4 ;rice is for the less than !0 da'

buc et@ ]uoting price ust gets the customer in the frame of mind to

discuss price and gi&es &er' little room for needs anal'sis4 &alue4 and

alternate &ehicles and 5h' bu'@ Customer ma' ha&e not landed on a

speci c brand or &ehicle and could run them o 5ith no5ing 5here the'

are in the bu'ing c'cle@ You 5ill ma e additional gross if not uoting price

too earl' in the bu'ing c'cle@

#@ Call or te6t customer to assure that the' recei&ed the response@

a@ Ans5er the customers uestion and as D/o5 can , helpJassist 'ou 5ith

'our research@"


44/103

b@ As 5here the customer is in the bu'ing c'cle to determine 5hich buc et

to place the customer in and ho5 to mo&e for5ard 5ith 'our follo5Kup

process@

c@ Iind out the best form of communication4 customer8s choice

d@ ,f no ans5er4 lea&e a D ood -e5sE message phone andJor te6t4 .eep it

simple@

"!


45/103

Bu+ing &+cle Basics0

.he ;uestion or /ealers is not which consumers are using the Internet to sho orcars, )ut how are they using it? Aroun/ :0% o in#market vehicle sho ers go onlineat some oint in their search an/ in#market )uyers s en/ an average o $ hours

researching vehicles on the Internet 54orrell Associates6! Accor/ing to Car8urus,online ros ective )uyers s en/ more than *0% o their time looking at hotos an/vi/eos o new cars an/ the rest o the time rea/ing articles, user reviews, vehicles eci ications an/ ricing!

.here are /i erent goals an/ nee/s at each stage o the automotive )uying cycle!

From a consumer ers ective, those who are ust entering the )uying rocess ocus ongeneral vehicle eatures an/ aesthetics an/ create an emotional connection to a ew

articular )ran/s an/ mo/els!

As consumers narrow their search an/ move /own the unnel, ractical elements such assa ety, relia)ility, maintenance, an/ eature com arisons )ecome more critical!

Finally, )uyers urgently ocus on cost, rimarily availa)le o ers an/ incentives!

""


46/103

)mails should go from soft selling to hard selling for one reason@ ,f 'our customer is inthe upper funnel 5hen 'ou ha&e rst contact shopping : research= 'ou 5ill needmore aggressi&e emails to5ard the N0 da' range so 'ou can sta' 5ith them and pushharder once the' do get to the purchase side of the funnel@ Hon8t let another dealerget luc ' and land them 5hen the' are read'@ Ho not 5orr' about being push'further into the lead timeline@ Ma e sure 'ou ha&e an opt out on the base of 'ouremails so the' can opt out if the' reall' don8t li e 'ou emailing them@

"#


47/103

Buc!et &once$t

1@ Ge a lead detecti&e3 Heconstruct the lead4 Select Guc et4 ;repare and thenrespond@

%#T Guc et K ,nformation

#T Guc et

Stoc! S$eci3c

+he # ualit' components K Con rmP be prepared to o er price4 o eralternati&es4 la' out the ne6t steps and schedule appointment

"$


48/103"%

Internet Lead Process Flo)

=ea/ is receive/ into C-M

Internet .eamK4 C is noti ie/!

end an autoKresponder onl' if it is not during

usiness hours4 set the e6pectations@ Considera&ing an automatic lin that opens to a DSunda'deoE message in the repl'@ Actual &ideo in the

Analy@e lea/ using the )ucket system1! 'ext: 8oo/ &ews, X ealershi receive/ your =ea/6,

9! (hone: Ask where the customer is in the )uying cycle to

/etermine which )ucket to lace the customer in an/ how tomove orwar/ with your ollow#u rocess, .ra/e?

! !mail: use the a ro riate res onse within 1$ minutes!

Ans5er the customer8s uestions and as D/o5can , helpJassist 'ou 5ith 'our research@ ,f stocnumber4 response must include a&ailabilit'4pricing and alternati&es@ -o price unless thecustomer re uested4 ;rice is for the less than !0da buc et@

"C will follow / da! noAa oint*entrocess.

ay 1 # .ext, Call an/ mailay 9 Call then mailay mailay + Callay $ mail Manager Surveyay * ## Call then emailay B mail

(ll +eads 3o Contact 4 da) "ollow&up

8"C will *a&e a oint*ent and e lain where to enter the building 'landing ad(. 8"C will assign to Product S ecialistand infor* custo*er roduct s ecialist na*e.

8"C will rint re5ious lead e*ails and co* ile deal docsand car fa . Product S ecialist will be res onsible for gettingthe 5ehicle read! to show and test dri5e.

If Internet Sales Manager is assigned the lead the IT tea* willget credit for the 3"3 and erfor* the rocess start to finish.

Contact and

567 $uc'et

Custo*er is greeted b! the Internet "e art*ent and thenturned o5er to a roduct s ecialist with the deal docs..Product S ecialist will then be res onsible for the sales

rocess and lacing notes in the C3M.

If Product s ecialist does not ha5e access to C3M the!*ust re ort bac& to the Internet ead Manager each ste

of the rocess to &ee C3M u dated . ,n&ite client to 'our o7ce before the lot Re&ie5 their re uest Select *ehicle Set e6pectations on time inter&als4 as if 9. 1@ (al around

@ Hemonstration!@ +radeKin e&aluation"@ ;resent -umbers 5ith alternati&es li e leasing#@ ;resent accessories during 5ait time for I^,$@ ,ntroduce to I^,

%@ Heli&er' process 5ith e6planation of features andbene ts

(ppoint ent

ollow u a *ini*u* of #,$ da!s with clientshat ha5e not been contacted 5ia e*ail and or

hone.0 ay mail+ ay Call 1$ ay mail1 ay Call0 ay mail 1 ay Call$ ay mail +* ay Call0 ay mail *1 ay Call0 ay mail "1 ay Call1$ ay mail90 ay mail91 ay Make Final (hone Call

Sunset

1dd to Monthl! Ruarterl! Hello eAMail andnewsletters

467 $uc'et long&ter "ollow&up

C gets with (ro/uct S ecialist or a MA ma!e a dealHeeting to /etermine what ha ene/! 4 C then calls customero)tain another a ointment!I youes

2o

Contact>es

2o

Contact

>es

o

Sunset

+ead !etective


49/103

-ll leads6 :; Buc!et and .o &ontact 9 da+ ,ollo)(u$ ( Scenario 8( Best

Iollo5 the time line until contact is made4 once contact is the made the ne6t follo5 upaction 5ould be determined b' the outcome of phone contact made or email repl'bac from the customer@ ,f no contact has been made during the % da' time line4 thenthe customer 5ill enter into the ne6t follo5 up phase 5hich is the 467 $uc'et 8 long&ter "ollow&up @ ,mplement technolog' that alerts 'ou the minute a consumer opens'our email so 'ou can follo5Kup on the phone or te6t uic l' and 5ith rele&ance4

ay 1 Critical contact da'4 +e6t4 Call and )mail)mail special after hours autoKresponder if not during business hours@

Send an autoKresponder onl' if it is not during business hours4 set thee6pectations@ Customers no5 'ou are ma' not be open that8s 5h' the' sentthe lead during nonKbusiness hours@ You ma' seem aggressi&e if repl'ing latenights or Sunda's@ Consider ha&ing an automatic lin that opens to a DSunda'*ideoE message in the repl'@ Actual &ideo in the repla' could be stopped b'spam lters@

1! Lead anal'sis lead detecti&e=

9! 'ext: 8oo/ &ews, X ealershi receive/ your =ea/6,

! (hone: AM 8reat &ews message, (M leave no message! I answere/ ask wherethe customer is in the )uying cycle to /etermine which )ucket to lace the customerin an/ how to move orwar/ with your ollow#u rocess, .ra/e?

+! !mail: use the a ro riate res onse within 1$ minutes! ;ersonali?ed emailans5ering customers uestion@ Answer the customer


50/103


51/103

120 ay mail6 %end %till Interested"

121 ay Ma!e Final Follo)(u$ Phone &all

mail6 Setu$ &ustomer Monthl+1 uarterl+

Q>ello< e(mail1ne)sletters

* Da+ Lead /es$onse Process( Scenario

ay 0 receive/ the =ea/

\ Auto#-es onse .em late

\ Analy@e =ea/

&etermine -uc et -ased on urgency and determine next steps\ Make Initial (hone Call

\ Sen/ TInitial -es onse< in 0 minutes to 1 hour to answer their ;uestions

\ Sen/ TDhy 4uy Here recei&ed 'our in uir' and 5e 5ill get bacto 'ou 5ithin business hours 5ith a personali?ed response@ 9ur normal business hours areU

,-S)R+ HAYS A-H G2S,-)SS /92RS

,f 'ou thin of an' other uestions concerning the +o'ota &ehicle 'ou are interested in4 pleasefeel free to contact me an'time@

, loo for5ard to earning 'our business and presenting 'ou 5ith a hasslefree bu'inge6perience@

Sincerel'4

Y92R -AM)

Y92R +,+L) Y92R H)AL)RS/,;8S -AM) Y92R )MA,L AHHR)SS Y92R ;/9-) -2MG)R

#!
http://www.xxx.com/http://www.xxx.com/


55/103

Da+ 86 :; Buc!et .e) Rehicle First /e$l+

Sub9ect +ine: In"or ation on )our )ear; odel; "ro dealership;

Hello Fcusto*er first na*e

I see !our considering the F!ear F*odel @ e cellent choice. I will gladl! chec& on the a5ailabilit! of thise act 5ehicle if !ou refer. Please let *e &now as we ha5e o5er Fcount 5ehicles in stoc& of 5arious *a&esand *odels@ howe5er if I do not ha5e !our e act fit we should easil! be able to acNuire one in few da!s.

The s ecial internet rice for !our F!ear F*odel which includes the s ecifications attached below isF rice . 2ote that we also ha5e *odels a5ailable as low as Flow rice as well as a To!ota certified withF*iles for Fcert rice . I * attaching a lin& to our in5entor! as well as a lin& to our custo*er testi*onials

age. Please ta&e a few *o*ents to read about the e eriences of other F"ealershi ha ! custo*ers.

High Fcusto*er first na*e @ I ?ust wanted to ta&e a brief *o*ent to ersonall! introduce *!self. M! na*eis Fna*e fro* Fdealershi and I * the Internet Manager here. =eel =ree to re5iew an! of the infor*ationI 5e ro5ided !ou and let *e &now if !ou would li&e to sto in for a test dri5e. I can alwa!s be reached atF hone or !ou can e*ail *e and I will get bac& to !ou with answers to an! Nuestions or concerns !ou *a!ha5e.


Sincerel'4

Y92R -AM) Y92R +,+L) Y92R H)AL)RS/,;8S -AM) Y92R )MA,L AHHR)SS Y92R ;/9-) -2MG)R Y92R /92RS

DI%W ):3 C:ST)M%3 T%STIM)2I1 S

DI%W ):3 I2D%2T)3>

DI%W ):3 :S%" C13 SP%CI1 S

DI%W ):3 H):3S 12" "I3%CTI)2S

=)3 1 S%C:3% C3%"IT 1PP IC1TI)2

#"


56/103

Da+ 86 9:; Buc!et Trade lead Initial /es$onse no 4ehicleidenti3ed

!a) < Trade lead 3o contact

FSu- ect line: 7our trade could -e a perfect fit for our inventoryG

Hi XFI-S.&AM

.hank you or su)mitting your tra/e re;uest!

I ust le t you a message! I wante/ to talk to you a)out your X.-A Y A- X.-A MA%.-A MN =%P it coul/ )e the er ect it or our use/ car inventory right now!

So I can hel you get the most ossi)le or your X.-A MN = , I / like to s eak to you )yhone an/ ask you some a//itional ;uestions! .hat way I can let my use/ car manager know an/

he can give you the most or your vehicle as ossi)le!(lease re ly with the )est num)er or me to reach you at an/ the most convenient time or me tocall, so I /o not interru t anything!

I also want to make sure you are aware that every urchase or lease o a new .oyota inclu/es acom limentary worry# ree maintenance lan an/ roa/si/e assistance that consists o 9 years or9$,000 miles! Dhichever comes irstU .oyota is the irst ull#line )ran/ to o er anything like it!


Sincerel'4

Y92R -AM)

Y92R +,+L) Y92R H)AL)RS/,;8S -AM) Y92R )MA,L AHHR)SS Y92R ;/9-) -2MG)R Y92R /92RS

##


57/103

Da+ 86 T MPL-T FO/ I.ITI-L DI/ &T M-IL / SPO.S FO/ . W R >I&L&=STOM /

NNNNN sub5ect line should be +our in,ormation re2uested ,romNdealershi$

Y92R H)AL)RS/,;8S -AM)S+R))+ AHHR)SSC,+Y4 S+ XXXXX;/9-)U XXX= XXXXXXX()GS,+)U 555@666@com

+oU I,RS+ -AM)

M' name is VVVVVVVVVVVV and , appreciate recei&ing 'our in uir' about the +o'ota model= @

+he +o'ota model 'ou selected is an e6cellent choice3 ;o5erful VVVVV engine )6cellent );A fuel econom' ratings of VV mpg cit'JVV mpg high5a' Standard features including VVVVVVVVVV A&ailable options and accessories including VVVVVVVVVV

(e ha&e that model in these e6terior colorsU VVVVVVVVVVVVVVVVVVVV

/ere is our ,nternet Special ;rice for 'ou for this modelU \XX4XXX Manufacturer8s Suggested Retail ;rice including destination charge_

\XX4XXX 9ur ,nternet Special ;rice uote to 'ou_ \X Sa&ings o M@S@R@;@

_ Hoes not include ta64 title and license fees

, 5ill be calling 'ou soon to ma e sure 'ou recei&ed this )mail and to ma e sure , ha&eans5ered all of 'our uestions@ ,f there is a time 'ou 5ould li e me to call ust send the time to me &ia te6t4or eKmail@, pro&ided m' cell phone number if 'ou 5ould li e to te6t@


Sincerel'4

Y92R -AM)


#$


58/103

Da+ 86 T MPL-T FO/ I.ITI-L DI/ &T M-IL / SPO.S FO/=S D R >I&L &=STOM /

Great template short easy and directly to the point.


+oU I,RS+ -AM)

M' name is VVVVVVVVVVVV and , appreciate recei&ing 'our in uir' about a model 'ear=@ +hema e model 'ou selected is an e6cellent choice3 ,t is cleaned up and read' to deli&er to 'outoda'@

Msrp price ,nternet discount You sa&e

, 5ill be calling 'ou soon to ma e sure 'ou recei&ed this )mail and to ma e sure , ha&eans5ered all of 'our uestions@


Sincerel'4

Y92R -AM)

Y92R +,+L) Y92R H)AL)RS/,;8S -AM) Y92R )MA,L AHHR)SS

Y92R ;/9-) -2MG)R Y92R /92RS

#%


59/103

O$tion(BSub5ect Line0 Pricing in,ormation on +our NNR >I&L I.FO

4

+han 'ou for 'our purchase re uest@ /ere is the pricing information for 'our ne5@ You ha&e selected stoc ` from our in&entor'@ ,t is a@ You can see all of the information about it b' clic ing here@

+he MSR; on this &ehicle is \ B4!N#@

Internet sa4ings o, 86* 'AA U

Factor+ to Bu+er Incenti4e o, 86AAA'AA Your ,nternet price is ust \ #4BNN@

- total sa4ing o, \ 4"N$@00

Hue to fre uent changes to factor' incenti&es4 this special ,nternet price is gooduntil the end of this month@

AHH S9M)+/,- IR9M +/) L)AH /)R) +9 ;)RS9-AL,Z) +/) R)S;9-S)

AS. A ]2)S+,9-

(hen 'ou do come to the dealership please as for me JO SMIT> @ , am theManager for ,nternet operations and can help 'ou most e ecti&el'@

, 5ill follo5 up 5ith 'ou soon b' telephone to see if this &ehicle meets 'our budgetas 5ell as 'our transportation needs@ (hen , do contact 'ou4 , 5ould li e to set sometime aside for 'ou to come here and ta e the for a spin@

,n the meantime4 feel free to please call or eKmail me if 'ou ha&e an' uestions orneed an' additional information@

#B


60/103

Sincerel'4 Y92R -AM)

(ebsite


Da+ 86 9:; Buc!et )ithout Stoc! or RI. number

Sub5ect Line0 Great .e)s

/i

+han 'ou for ta ing the time to consider as the place to do

business 5ith@ , see 'ou ha&e in uired about a ne5 < MA.)>4 @ (ill this be

'our rst F (hich one of the &ehicles that , sent 'ou 5ould 'ou most be

interested inF ,s there a better 5a' to reach 'ou so 5e can mo&e for5ard 5ith 'our

re uestF

#N

& D

$.J,. J Automatic, #*

(ower Din/ow '

=ocks, Cruise

Control

&reat Price etter Price est Price

!xact or Close

1atch

&

$.M,M


61/103


(ebsite


$0


62/103

Da+ 86 9:; Buc!et Le,t Message

FSu- ect line: e need some additional nformationG

Hi %FI-S.&AM %,%KS &. &C %

.hank you or your Internet re;uest!I ust le t you a message to go over your vehicle re erences! In or/er to save you time, I ust

nee/ some a//itional in ormation>

Are you lexi)le with colors?Dhat are the most im ortant o tions you nee/?

Dhat is your time rame or securing a vehicle?

4y having this in ormation, I can con irm availa)ility, o er you ricing, an/ resent some ossi)lealternatives that might work or you too! I reali@e this in ormation is im ortant to you an/ yourtime is valua)le! So to s ee/ u the rocess, I will give you a call i I /on t hear )ack rom you!

I look orwar/ to talking to you soon!


(ebsite


$1


63/103

Day 2, 75% Bucket No Contact, Information needed for your InternetRequest

FSu- ect line: Nust Chec ing in nformation needed for your nternet "e%uestG

Hi XFI-S.&AM

I sent you an email yester/ay re;uesting some a//itional in ormation regar/ing your onlinere;uest!

Your original in;uiry /i/ not list s eci ic /etails that you may have selecte/ 5un ortunately,sometimes they get lost in transition6!

So that I can hel you get all the in ormation you nee/ an/ I can gain an accurate un/erstan/ingo what you


64/103

Da+ 6 Generic Lead .ot nough In,ormation

Sub5ect Line0 The NNR >I&L I.FO +ou re2uested ,rom NN L -D SO=/& is

a4ailable at NNDealer .ame

4

+han 'ou for 'our purchase re uest , ha&e great ne5s3 (e ha&e an e6cellenta&ailabilit' of the 'ou selected@

2nfortunatel'4 , did not recei&e enough information to be able to uote 'ou a pricea speci c &ehicle@ (hether 'ou decided not to pro&ide that information or the 5ebsite that 'ou used neglected to send it to me4 , need to no5 a fe5 things such asengine si?e4 trim le&el or transmission@ +hese ha&e a large impact on the price of the&ehicle@

, 5ill be calling 'ou shortl' to ans5er an' uestions 'ou ha&e about the and get the information , need to be able to help 'ou@ ,8dalso li e to arrange a time for 'ou to come in and ta e it for a spin@

,f 'ou ha&e not re&ie5ed our entire in&entor'4 , in&ite 'ou to do so b' clic ing onthe follo5ing lin @


AS. A ]2)S+,9-

,f 'ou 5ould li e to contact me rst please call me at @(hen 'ou do come to the dealership please as for me JO SMIT> since our

traditional retail salespeople is not familiar 5ith our ,nternet pricing structure@

, also 5ant to ma e sure 'ou are a5are that e&er' purchase or lease of a ne5+o'ota includes a complimentar' 5orr'Kfree maintenance plan and roadsideassistance that consists of 'ears or #4000 miles@ (hiche&er comes rst3 +o'otais the rst fullKline brand to o er an'thing li e it@

, loo for5ard to assisting 'ou in the purchase of the and ma ing this the most en o'able car bu'ing e6perience 'ou ha&e e&er had3


(ebsite


$!


65/103

Da+ C6 .o contact ( Glad to >el$

Do not send to Blackbook leads !ar gurus is a good site to compare if it is a price issue and you are "erylo# already.

Sub5ect Line0 Glad to hel$6 an+thing I can do to hel$ +ou )ith +our

research7

/i

+han s again for considering for 'our ne6t &ehicle@ G' no5 'ou

should ha&e recei&ed the information 'ou re uested in 'our ,nternet in uir'@

;lease repl' to this email or call us directl' at the number listed belo5 if this has DnotE

happened and 5e 5ill ma e certain 'ou recei&e the re uested information

immediatel'@

An increase in preKo5ned &ehicle sales has created a need for additional in&entor'@ G'

an' chance do 'ou ha&e a &ehicle 'ou 5ould li e to tradeF


Sincerel'4

Y92R -AM)


$"


66/103

Da+ *6 no contact ho) )ould +ou li!e to $roceed7

Sub5ect Line0 /o5 5ould 'ou li e to proceedF

Hi _First&ame`,

,t8s been se&eral da's since 'our in uir'P , ust 5anted to no5 ho5 'ou 5ould li e toproceedF

.o hel me )etter serve you, lease i/enti y where you are in your )uying rocess an/ what s eci ic in ormation youwoul/ like to receive rom me! I have oun/ that our guests normally all into one o three categories!

1. hey are !ust "eginning their research# know the general type of vehicle they want to own "ut pro"a"ly will notmake a decision on their new vehicle for may"e two to three months or more.

$. hey have narrowed down their choices to a couple of vehicles% are pretty sure which options they want and will "emaking a decision within the next &' days.

&. hey know what car they want% have identified almost every specification they are looking for and would love todrive that exact vehicle home today or at least get in it for a test drive.

,s there an'thing else 5e can do for 'ouF ,s there an' additional information 'ouneedF

,t8s not necessaril' important to us 5hen 'ou 5ant to businessP 5e 5ould ust li e tobe the place 5here 'ou do business 5hen 'ou are read'@

&lease respond so I kno$ ho$ to move for$ard '


(ebsite


$#


67/103

Da+ :6 Manager Sur4e+

Sub5ect Line0 ?our ,eedbac! is 4er+ im$ortant to us'

+han 'ou for 'our recent internet re uest@

At 4 5e 5ant to ma e sure 'our purchase e6perience is as eas' anden o'able as it should be@ +o be certain that 5e are doing the best ob 5e can for 'ou45ould 'ou be ind enough to ans5er the follo5ing uestions in a repl' emailF

1@ (here 'ou responded to in a timel' mannerF

@ Hid 'ou recei&e all the information 'ou re uestedF!@ ,s there an' additional information that 'ou 5ould li e us to send 'ouF

"@ (hat 5ould eep 'ou from getting 'our ne6t &ehicle from

;lease no5 that 'our feedbac 5ill be re&ie5ed b' me4 and , 5ill respond to 'ouuic l'@

+han 'ou in ad&ance for helping us better ser&e 'ou@

Sincerel'4

Y92R -AM)

(ebsite

Y92R +,+L) Y92R H)AL)RS/,;8S -AM) Y92R )MA,L AHHR)SS Y92R ;/9-) -2MG)R Y92R /92R

$$


68/103

Da+ 6 Tried to &all -n+thing I can do to hel$ +ou )ith +ourresearch

Dear N3rst name 0

It's been several days since your inquiry; I just wanted to know how youwould like to roceed!

Is there anythin" else we can do #or you!

Is there any additional in#ormation you need!

It's not necessarily im ortant to us when you want to do business; we would just like to be the lace where you do business when you are ready$

Than! +ou ,or the o$$ortunit+ to ser4e +ou recentl+ at >arr Motors' I,there is an+ additional in,ormation )e can $ro4ide +ou regarding +our neVtne) 4ehicle6 $lease ,eel ,ree to contact me $ersonall+'


Sincerel'4

Y92R -AM)


Y92R /92RS

$%


69/103

Da+ 96 Please -ns)er Bac!

Sub5ect Line0 ;lease Ans5er Gac

,t has been a5hile since 'ou contacted our dealership@ ,t appears that so far4 5e ha&enot been able to deli&er on 'our needs@ ;lease help us b' pro&iding an ans5er as to5here 5e ma' ha&e fallen short or 5hat 5e need 5e need to do in order to earn 'ourbusiness@

Hid 5e not ha&e the &ehicle 'ou are loo ing forF

;lease ans5er bac P 5e ma' ha&e the unit a&ailable no5@

Hid 5e not pro&ide a price or terms that 5ould t into 'our budgetF

;lease ans5erbac P Healer and manufacture incenti&es change monthl' so 5e mightbe in a position to ma e 'ou a much better deal than 5e 5ere able to at the date of'our rst contact@

/a&e 'ou purchased a &ehicle else5hereF

;lease ans5er bac P 5e 5ill update our prospect records@

Hid 5e not pro&ide a purchase e6perience that li&ed up to 'our e6pectationsF

;lease ans5er bac P 5e ma' need to ma e changes in our sales process in order tobetter assist all of our customers in the future@

,f 'ou ha&e not purchased a &ehicle 'etP

;lease ans5er bac 4 and contact me at 'our earliest con&enience and , 5ill 5or upsome fresh numbers that reWect our current sales incenti&es and in&entor'@

/a&e a great da'3

Sincerel'4 Y92R -AM)(ebsite


$B


70/103

Da+ 8A6 Persistence a message ,rom NDealershi$

Sub5ect Line0 ;ersistence a message from

/ello 4 ,t8s from

,t is a ne line separating persistent customer follo5Kup and beingoutright bothersome4 and 5e don8t 5ant to cross the line 5hile ma ingsure 'our needs are met@

9ur ;rocess is simple and straight for5ard@ After 5e recei&e 'our re uest45e respond 5ith a con rmation email and follo5Kup 5ith a short phonecon&ersation@ ,n this call 5e clarif' 'our re uest4 including an' e uipment'ou are hoping for@ +hen 5e can pro&ide an' additional productinformation and get 'ou a complete pac age of details4 including producta&ailabilit'4 directl' to 'ou@ (e can also arrange for a con&enient time for'ou to loo at and dri&e the &ehicle@ Assuming 'ou are satis ed 5ith ourle&el of professionalism and the con&enience 5e pro&ide 'ou@ Irom here4the purchase is ust a short and simple process if 'ou decide to bu' from@

;lease call and let us no5 the best 5a' to get hold of 'ou so 5e canma e this process as seamless as possible for 'ou@ (e are &er' proud ofour product and dealership and are dedicated to ensuring that 'ou feelthe same 5a'@


Sincerel'4

Y92R -AM)


$N


71/103

Y92R ;/9-) -2MG)R Y92R /92RS

%0


72/103

Da+ 8:6 Wh+ Bu+ here

FSu- ect =ine: "easons to -uy from OdealerP

=irst2a*e

I &now !our ti*e is 5aluable so I ?ust wanted send a *essage and *ention a few things about Fdealer andwhat *a&es us stand out fro* the co* etition.

Here are additional benefits !ou can loo& forward to when !ou urchase a new or reowned 5ehicle fro*us@ and beco*e a art of the F dealer e tended fa*il!

Fill in your own benifits

U

U

U

U

U

U

U

I ho e this infor*ation is hel ful for !our online research. If !ou ha5e an! Nuestions ?ust gi5e *e a call.


Sincerel'4

Y92R -AM)


%1


73/103

Da+ 8:6 Wh+ Model and Wh+ Bu+ >ere7

.he .oyota mo/el you selecte/ is an excellent choiceU

(ower ul RRRRR engine

xcellent (A uel economy ratings o RR m g cityKRR m g highway Stan/ar/ eatures inclu/ing RRRRRRRRRR Availa)le o tions an/ accessories inclu/ing RRRRRRRRRR

De have that mo/el in these exterior colors> RRRRRRRRRRRRRRRRRRRR

My name is RRRRRRRRRRRR an/ I am an Internet sales consultant here at X/ealer

I have )een a sales associate at X/ealer or LL years! As you can see, my commitment to yoursatis action is very high!

Since there a lot o laces where you can consi/er urchasing your new XX HIC= - ^J S. , I

wante/ to share with you why so many o our )uyers /eci/e to /o )usiness with us! In act, most o these

are the same reasons why I choose to work hereU

De are a local amily#owne/ ealershi an/ have )een serving the community or over +0 yearsU

De have )een recogni@e/ with the X Awar/ or the ast LL years! .his is the most restigiousawar/ that our manu acturer o ers to /ealers! It is com letely )ase/ on our excellent )usiness

ractices an/ on the satis action an/ loyalty o our customers, ust like you, who love theex erience o )uying rom us an/ sen/ us their rien/s, neigh)ors an/ relatives!

De regularly stock more than 2LLLLLLLL in our inventory o new an/ use/ cars an/ trucks! (lus,i we /on


74/103

Da+ 8:6 S-MPL =W>? B=? F/OM =S M-IL


+oU I,RS+ A-H LAS+ -AM) 9I C2S+9M)R

SAL)S R);R)S)-+A+,*)8S -AM)= told me that 'ou recentl' re uested information from usabout the

-AM) 9I M9H)L= @ , 5ant to ta e this opportunit' to than 'ou personall' for considering ourdealership 5hen it8s time to purchase or lease 'our ne6t &ehicle@

At 4 5e pride oursel&es on our commitment to longterm customer satisfaction@ Iacts about dealership8s length of time in business Accolades from < > for customer satisfaction Accolades from < > for sales Local a5ards or recognition for contributions to the communit' or corporate citi?enship

(e 5ould be honored to ha&e 'ou among our famil' of satis ed < > o5ners@

,f 5e can help 'ou in an' 5a'4 please feel free to contact SAL)S R);R)S)-+A+,*)8S -AM)= atan'time@


(ebsite


Y92R ;/9-) -2MG)R Y92R /92RS

%!


75/103

"a! -$@ Are You Still in the Market?

Su- ect =ine: Ofirst nameP 2re you still in the mar et? OyearP 'oyota OmodelP

ear *rst name+,

I have been nable to reach yo in re ards to yo r re est formore information'

&erhaps yo .ve p rchased $ith another dealer/ perhaps yo .vedecided to postpone yo r p rchase' hatever the reason/ I$o ld like to check back $ith yo periodically ntil I.m s re Ican.t be of f rther assistance to yo ' &lease let me kno$ if yoare all set and do not need any f rther assistance'


Sincerel'4

Y92R -AM)


%"


76/103

Da+ *:6 We Want ?our Trade

Sub5ect Line0 We )ant ?our Trade

,n the past 5e ha&e found that most of our customers ha&e a &ehicle the' 5ould li e

to trade in@ Sometimes the &alue of the tradeKin can determine if the' can get the&ehicle the' reall' 5ant@ Your +rade ma' ma e a great t for our used &ehiclein&entor'@ Also 5e ha&e a program 5here 5e 5ill purchase 'our car 5ith noobligation for 'ou to bu' from us@ ,f 'ou 5ould li e to a head start on the &alue of'our &ehicle please ans5er the follo5ing uestions and 5e 5ill do some research onour end and get bac 5ith 'ou@ +han s and , loo for5ard to ser&ing 'ou@

1@ Year

@ Ma e!@ Model 6l4 6ls4 double cab etc@=

"@ Mileage

#@ Condition 1 : 10 10 being the best=

$@ *ehicle ,denti cation number *,- tag on door=

An' additional comments on 'our &ehicleU

, also 5ant to ma e sure 'ou are a5are that e&er' purchase or lease of a ne5 +o'otaincludes a complimentar' 5orr'Kfree maintenance plan and roadside assistance thatconsists of 'ears or #4000 miles@ (hiche&er comes rst3 +o'ota is the rst fullKlinebrand to o er an'thing li e it@

,f 'ou are interested in coming in or ha&e additional uestions ;lease contact me toschedule a time to come in@ Sometimes 5e can get 'ou a more accurate &alue if 5ecan see the &ehicle@ ,f 'ou are not interested at this time then 5e do apologi?e for thisemail and than 'ou for choosing and please consider us for 'ourfuture needs@


(ebsite


%#


77/103

Y92R /92RS

%$


78/103

Da+ A6 NDealershi$ Mone+ sa4ing Incenti4es

Sub5ect Line0 Mone' Sa&ing ,ncenti&es

< Customer name>

,t has been a 5hile since 'our online in uir' and the factor' incenti&es ha&e changeduite a bit@ , 5anted to pro&ide 'ou and updated information to help 'ou 5ith 'our

purchase decision@

/ere is a list of our current incenti&esU

or lin to 5eb site incenti&es

, hope 'ou nd this information helpful@ Hon8t forget to &isit our 5ebsite to see an' additional specials that 5e are o ering this month o&er andabo&e the factor' incenti&es@

Loo for5ard to helping 'ou an' 5a' , can@


(ebsite


Y92R ;/9-) -2MG)R Y92R /92RS

%%


79/103

Da+ A6 >o) &an We >el$6 Incenti4es and stoc! changed

Sub5ect Line0 How Can We Hel Incenti5es and stoc& changed 7

,t has been a 5hile since 'ou contacted our dealership@ 9ur in&entor' has changedconsiderabl' since then4 and if 5e did not ha&e the &ehicle 'ou 5ere loo ing forbefore4 it could be a&ailable no5@

Also4 our Healership and Manufacture incenti&es change monthl' se 5e might be in aposition to ma e 'ou a better deal than 5e 5ere able to before@

,f 'ou ha&e an' uestions4 please let me no5@ M' commitment is to ma e 'ourinternet purchase hassle free@ ;lease contact me at 'our earliest con&enience and ,5ill 5or up some fresh numbers that reWect our current sales incenti&es@

,f 'ou ha&e purchased a &ehicle else5here4 ust drop me a note and , 5ill update m'records@

+han 'ou and , 5ill loo for5ard to hearing from 'ou soon@


(ebsite


%B


80/103

Da+ 88:6 >a4e Bought ?et7

Sub9ect +ine: -ave $ought Yet* )ear; odel; "ro dealership;

Hello Fcusto*er first na*e=ro* !our original lead I see !ou were considering the F!ear F*odel @ e cellent choice. I will gladl!rechec& on the a5ailabilit! of this e act 5ehicle if !ou refer as our in5entor! has changed. Please let *e&now as we ha5e o5er Fcount 5ehicles in stoc& of 5arious *a&es and *odels@ howe5er if I do not ha5e!our e act fit we should easil! be able to acNuire one in few da!s.

The s ecial internet rice for !our F!ear F*odel which includes the s ecifications attached below isF rice . 2ote that we also ha5e *odels a5ailable as low as Flow rice as well as a To!ota certified withF*iles for Fcert rice . I * attaching a lin& to our in5entor! as well as a lin& to our custo*er testi*onials

age. Please ta&e a few *o*ents to read about the e eriences of other F"ealershi ha ! custo*ers.

Perha s !ou 5e urchased with another dealer@ erha s !ou 5e decided to ost one !our urchase. Whate5er the reason@ I would li&e to chec& bac& with !ou eriodicall! until I * sure I can t be of further assistance to!ou. Please let *e &now how I can assist with an!thing.


Sincerel'4

Y92R -AM)


DI%W ):3 C:ST)M%3 T%STIM)2I1 S

DI%W ):3 I2D%2T)3>

DI%W ):3 :S%" C13 SP%CI1 S

DI%W ):3 H):3S 12" "I3%CTI)2S

=)3 1 S%C:3% C3%"IT 1PP IC1TI)2

%N


81/103

Da+ 8 86 S-MPL =-DD TO . WSL TT / DIST/IB=TIO. M-IL


+oU I,RS+ -AM)

+here is a good chance that if 'ou ha&e not 'et purchased a &ehicle4 'ou ma' be 5aiting forthe right time4 and that8s o a' 5ith me@ Gu'ing a &ehicle can often be a tiring process@ , 5illdo m' best to ma e it an en o'able e6perience@

, 5ant to ma e sure , lea&e 'ou 5ith three thingsU

, ha&e ans5ered 'our uestions@ You feel good about our dealership and the ser&ice , ha&e pro&ided@ (hen 'ou get read' to ma e a &ehicle purchase4 'ou 5ill gi&e me an opportunit' to

earn 'our business@

Most of m' customers 5ho ha&e not 'et purchased a &ehicle are as ing me to eep theminformed as to rebates4 incenti&es4 and o ers that ma' ma e their dream &ehicles moreattainable@ +herefore4 to eep 'ou informed4 , 5ould li e to email 'ou our ne5sletter@

9ur ne5sletter includes items ranging from our latest o ers to ser&ice coupons to informationabout our dealership8s in&ol&ement in communit' ser&ice and local charitable e orts@ , thin'ou 5ill li e our email content and 5ill loo for5ard to getting the ne5sletter@ ,f 'ou do not5ant to recei&e it4 simpl' clic on the optout button at the bottom of the rst page of the

ne5sletter@ +han 'ou again for 'our interest@ ,8m loo ing for5ard to sta'ing in touch and ser&ing 'ousoon@


(ebsite

Y92R +,+L) Y92R H)AL)RS/,;8S -AM)

Y92R )MA,L AHHR)SS Y92R ;/9-) -2MG)R Y92R /92RS

B0


82/103

Da+ 8 A6 -re +ou still Send Still Interested7

Su- ect =ine: Ofirst nameP 2re you still nterested? OyearP 'oyota OmodelP

ear *rst name+,

I have been nable to reach yo in re ards to yo r re est formore information'

&erhaps yo .ve p rchased $ith another dealer/ perhaps yo .vedecided to postpone yo r p rchase' hatever the reason/ I$o ld like to check back $ith yo periodically ntil I.m s re Ican.t be of f rther assistance to yo ' &lease let me kno$ if yoare all set and do not need any f rther assistance'


(ebsite


B1


83/103

Da+ 8 A6 Still Interested

Sub5ect Line0 Still Interested7

I ho e I have rovi/e/ you the in ormation to make an in orme/ /ecision! At this time I am waitingor a//itional in ut rom you as to what our next ste shoul/ )e! I am very intereste/ to hearwhere you re at in your /ecision making rocess! I there s anything I can /o or you to hel makeyour /ecision, lease let me know! Doul/ you like to see more ictures o the vehicle?

=et me know i you


84/103

Da+ 8 86 Permanentl+ Delete

Irom the time , recei&ed 'our online re uest for more information concerning a

4 , ha&e made se&eral attempts b' email and b' phone to

contact 'ou@ Since 5e ha&e not been able to communicate4 despite these se&eral

attempts4 , am no5 obligated to permanentl' delete 'our information from m' acti&e

les@

,f there are some other circumstances that ha&e pre&ented us from getting

together4 and 'ou 5ould li e for me to continue to follo5Kup 5ith 'ou4 please contact

me as soon as possible at 4 or b' responding to this email

5ithin " hours@

Sincerel'4

Y92R -AM)(ebsite


B!


85/103B"


86/103B#


87/103

-dditional Great Tem$lates

B$


88/103

?ou Le,t Something at Ndealer

Sub ect LineU You Left Something at Hello *rst ame+

%ou &e#t somethin" here

Stoc -umberU

`!N#1# "

=sed 8 : To+ota Su$ra S ( &ou$e

Web S$ecial Price0 \1#4NNB@00 e6piresU 0 J1"J 01 =

)6teriorU Glac9dometerU NB4 BN

9ptionsU "K(heel Hisc Gra es4 Abs Gra es4 AirConditioning4 Allo' (heels4 AMJIM Radio4Automatic +emperature Control4 Cassette4 CdSingle Hisc4 Hual Iront ,mpact Airbags4 IrontGuc et Seats4 Iront Iog Lights4 /eated HoorMirrors4 ,lluminated )ntr'4 Leather4 LeatherSteering (heel4 ;o5er Hoor Mirrors4 ;o5er9ptions4 ;o5er Steering4 ;o5er (indo5s4 Rear(indo5 Hefroster4 Rear (indo5 (iper4 Securit'S'stem4 Speed Control4 Spoiler4 +achometer4 +iltSteering (heel4 *ariabl' ,ntermittent (ipers

Goo;rice \ 04000

(ebSpecial;rice

\1#4NNB

See more about this &ehicle

&et me know when you can come back or so I can hold on to it #or you$ r I could brin" it to you at your home or ce$

*ave a "reat day Remember the vehicle you looked at today and are putting off till tomorrow to purchase, someone else looked at it yesterday and could be buying today


Y92R +,+L) Y92R H)AL)RS/,;8S -AM)

B%
http://www.harrmotors.com/used-cars/for-sale/toyota/supra/1995-toyota-supra-aberdeen-south-dakota-10441719http://www.harrmotors.com/used-cars/for-sale/toyota/supra/1995-toyota-supra-aberdeen-south-dakota-10441719


89/103

Y92R )MA,L AHHR)SS Y92R ;/9-) -2MG)R Y92R /92RS

=sed Rehicle In Stoc!

BB


90/103

Sub5ect Line0 The NNR >I&L I.FO that +ou re2uested ,rom NND -L /S>IP

4

+han 'ou for &isiting our 5ebsite and for sending a purchase re uest@, can con rm that4 as of this moment4 the is still a&ailable and

that the sale price as listed on our 5ebsite is

You can be completel' comfortable 5hen 'ou purchase a preKo5ned &ehicle fromus@ All of our preKo5ned &ehicles are put through a rigorous4 1" Kpoint inspection@+hose &ehicles that do not meet our demanding standards are sold at auctions@


AS. A ]2)S+,9-

, 5ill be calling 'ou shortl' to ans5er an' uestions 'ou ha&e about the and to see ho5 'ou 5ould li e to proceed in 'our shoppinge6perience@ ,8d also li e to arrange a time for 'ou to come in and ta e it for a spin@

,f 'ou 5ould li e to contact me rst4 please call me at @(hen 'ou do come to the dealership4 please as for me JO SMIT> since ourtraditional retail salespeople is not familiar 5ith our ,nternet pricing structure@

, loo for5ard to assisting 'ou in the purchase of the and ma ing this the most en o'able car bu'ing e6perience 'ou ha&e e&er had3


91/103

Rehicle .ot In Stoc! -4ailableH

Sub5ect Line0 The NNR >I&L I.FO that +ou re2uested ,rom NNL -D

SO=/&

4

+han 'ou for 'our purchase re uest@

, 5ill chec toda'8s in&entor' to see if that particular is stilla&ailable and 5ill call 'ou 5ith more information@

Since 'our re uest is for a 4 , ha&e preKselected a fe5 andincluded some pricing information@

from \ "4%NB from \ $4!N# from \ B4$#0

,f 'ou ha&e not re&ie5ed our entire in&entor'4 , in&ite 'ou to do so b' clic ing on thefollo5ing lin @


AS. A ]2)S+,9-

, 5ill follo5 up 5ith 'ou soon b' telephone to see if a &ehicle that 5e ha&e meets'ou8re budget as 5ell as 'our transportation needs@ (hen , do contact 'ou4 , 5ouldli e to set some time aside for 'ou to come here and ta e the for aspin@

, also 5ant to ma e sure 'ou are a5are that e&er' purchase or lease of a ne5 +o'otaincludes a complimentar' 5orr'Kfree maintenance plan and roadside assistance thatconsists of 'ears or #4000 miles@ (hiche&er comes rst3 +o'ota is the rst fullKlinebrand to o er an'thing li e it@,f 'ou 5ould li e to contact me rst4 please call me at

;lease as for me JO SMIT> or simpl' repl' to this email@



N0


92/103


93/103

Y92R ;/9-) -2MG)R

-lternati4e Rehicles )1 Photos ( B

Sub5ect Line0 The NNR >I&L I.FO that +ou re2uested ,rom NNL -D

SO=/&

4Than! +ou ,or trusting us enough to send a $urchase re2uest'

(e appreciate this opportunit' to sell 'ou the car or truc that meets or e6ceeds 'our5ants and needs at a price that 'ou can handle@

You re uested a < > the' are a&ailable as lo5 as the high \1B4000s to lo5\1N4000s 5ith a four c'linder engine@ +he e6citing ne5 /'brid Camr' that is ratedfor "0mpg cit' and !Bmpg high5a' runs in the &er' lo5 \!04000 range@ < > 5ith a*$ engine and lots of amenities can run to the lo5 to mid \!04000s@ ,n addition here

are se&eral others that 'ou ma' 5ant to consider@

;lease contact me b' email or telephone and , 5ill be happ' to 5or 5ith 'ou to nde6actl' 5hat 'ou 5ant and then help 'ou to t it into 'our budget@ (e ha&e do?ens of

nancing o ers and specials that can ma e the ne5 car that 'ou bu' &er' a ordable@

N

& D

$.J,. J

Automatic, #*

(ower Din/ow '

=ocks, Cruise

Control

&reat Price etter Price est Price

!xact or Close

1atch

& D

$.M,M


94/103

,f 'ou 5ould li e to contact me rst4 please call me at

;lease as for me JO SMIT> or simpl' repl' to this email@

-lternati4e Rehicles )1 Photos ( &

As part of the ser&ices that , o er4 , 5ould li e to point out some alternati&e

&ehicles from our in&entor' that 5ill meet 'our transportation needs4 but might

possibl' sa&e 'ou mone' 5hen compared to the &ehicle that 'ou originall'

considered@ Man' of m' pre&ious happ' customers ha&e found this to be helpful@

;lease understand that , am not tr'ing to s5itch8 'ou to another &ehicle@ ,8mmerel' o ering some suggestions based on m' no5ledge of the industr' and our

in&entor' that could possibl' be a better choice for 'ou@ ,f one of these meets 'our

needs4 please let me no5 and ,8ll set some time aside for 'ou to ta e it for a spin@ ,f

not4 please let me no5 5hen 'ou 5ould be interested in dri&ing the original car that

'ou re uested@


(ebsite


N!


95/103

Wh+ Me7

4

Since bu'ing a ne5 or used car or truc can be &er' stressful4 , 5anted to

introduce m'self so that 'ou can feel completel' comfortable 5ith the person 'ou 5ill

be dealing 5ith@

, ha&e been in the retail auto industr' for ust o&er " 'ears@ Since getting into

car sales4 , ha&e been e6tremel' successful@ ,n fact last 'ear and so far this 'ear4 ,

ha&e uali ed for the Master Sales Societ' of our manufacturer@ +his is a societ' for

the top T of all salespeople nation5ide3 , li e to belie&e that m' success comes from

ho5 hard , 5or for m' clients b' pro&iding them the best possible &ehicle to meet

their needs at terms that the' can most easil' a ord

Man' of m' current sales are from people 5ho ha&e bought from me in the

past or from their friends4 neighbors or relati&es@ , 5ant 'ou to feel as good about

'our e6perience so that 'ou 5ill 5ant to send 'our friends and famil' to me 5hen

the' need a ne5 or used car or truc @

AHH S9M) ,-I9RMA+9- AG92+ Y92R S)LI @ )X;

I have a $ife/ fo r da hters and a bea le2 (3y the $ay/ if yo have any

da hters yo rself/ yo kno$ ho$ m ch I need to earn yo r b siness2 they aree4pensive!) On those rare occasions that I am not at $ork/ I love to spend time $ith

my irls/ both at home and on the road' I like to ski/ read/ travel and play ames $ith

the kids'

, 5ant to assure 'ou that , 5ill do all in m' po5er to ser&e 'our needs in such a

5a' that 'ou feel completel' con dent that the deal 5e ma e 5ill be the best one

possible for 'our budget and transportation needs@


(ebsite

Y92R +,+L)

N"


96/103

Y92R H)AL)RS/,;8S -AM) Y92R )MA,L AHHR)SS Y92R ;/9-) -2MG)R Y92R /92RS

N#


97/103

S-MPL =W>? B=? F/OM M M-IL


+oU I,RS+ -AM)

M' name is VVVVVVVVVVVV and , am an ,nternet sales consultant here at XXX +o'ota@

, ha&e been a sales associate at XXX +o'ota for XX 'ears4 As 'ou can see4 m' commitment to'our satisfaction is &er' high@

, 5ill be calling 'ou to ma e sure that in m' pre&ious emails , ha&e ans5ered all of 'ouruestions about

the &ehicle 'ou8re interested in4 along 5ith an' other uestions 'ou ma' ha&e@ ,n themeantime4 pleasefeel free to contact me an'time at XXX= XXXXXXX@

+han 'ou again for 'our in uir'@


(ebsite


N$


98/103

=W>? B=? - N & /TIFI D =S D R >I&L M-IL


+oU I,RS+ -AM)

+han 'ou again for sending us a purchase in uir'@ , appreciate the opportunit' to help 'ound the

< > that8s right for 'ou@

You re uested information about the -AM) 9I M9H)L=@ +his happens to be a Certi ed 2sed*ehicle4 and as a result it has a number of ad&antages o&er other preo5ned &ehicles 'oumight ha&e consideredU

)X;LA,- G)-)I,+S 9I A C)R+,I,)H

Additional program bene ts includeU

,8ll be contacting 'ou b' phone to re&ie5 all of these ad&antages as 5ell as the features of thespeci c &ehicle 'ou8re interested in@ ,n the meantime4 please feel free to contact me b' emailor phone to go o&er 'our &ehicle needs@

+han 'ou again for 'our in uir'@

Sincerel'4 Y92R -AM)4 Y92R +,+L) Y92R H)AL)RS/,;8S -AM) Y92R )MA,L AHHR)SS Y92R ;/9-) -2MG)R Y92R /92RS

N%


99/103

Wh+ N B/-.D 7

Man' of the people 5ho purchase their ne5 or used cars or truc s from me4 using the

,nternet4 are considering other manufacturers8 &ehicles as 5ell as mine@ +herefore4 ,

5ould li e to o er 'ou se&eral of the reasons 5h' , belie&e that 5e o er some of the

nest automobiles a&ailable an'5here@

GRA-H G)-)I,+

Remember4 until 'ou ma e contact 5ith 'our bu'er4 'ou don8t no5 5ho else

the' ma' be spea ing 5ith@=

-e&er assume that 'ou are their onl' choice@=

NB


100/103

Wh+ model

Since man' of m' customers are &er' earl' in their decisionKma ing process

5hen the' send me an online re uest for information4 , thought that , should share

5ith 'ou some of the reasons 5h' the that 'ou as ed

about is such a 5ise choice@ ,n m' desire to be as professional as possible4 and to gi&e

'ou the &er' best ser&ice that , can4 , ha&e done some independent research on our

products@ ,8d li e to share some of that 5ith 'ou@ ,nsert copies of articles from online sources4 such as .ell' Glue Goo 4 )dmunds4

Motor +rend4 Car and Hri&er4 etc@=

, 5ill contact 'ou b' phone in the near future to ensure 'ou recei&ed this

information and to ans5er an' uestions that 'ou ma' ha&e@ ,8d li e to set up a time

5hen 'ou can ta e it for a spin@ ,f 'ou 5ould rather contact me4 please do so at 'ourcon&enience@

NN


101/103

Wh+ here Ser4ice

4

9ne of the decisions 'ou 5ill need to ma e4 once 'ou purchase 'our ne5 orused car or truc 4 is 5here 'ou 5ill ha&e it ser&iced@ ,8d li e to ta e ust a moment to

let 'ou no5 5h' most of the people 5ho bu' a car from me decide to come bac

here to ha&e it maintained@

9ur Ser&ice department hasU

66 ser&ice ba's 5ith four teams of technicians4 so e&en though 5e repair and

maintain hundreds of cars and truc s e&er' month4 5aiting time is ept to a

minimum@

66 AS)Kcerti ed ser&ice technicians and $ of them are Master +echnicians 5ho

are certi ed to 5or on e&en the most di7cult problems 5ith an' &ehicle@

, recentl' added up all the tears of e6perience our gu's ha&e in repairing cars

and the total came to 66 'ears3 +hese aren8t a bunch of high school dropouts

ser&icing 'our prett' and comple6 ne5 or used car or truc @

+he dealership has in&ested 6666 in diagnostic e uipment to help us uic l'and e7cientl' ser&ice 'our cars@ (e8&e also 5on man' a5ards for ser&ice e6cellence

through our manufacturer@

, no5 that 5hen 'ou place 'our trust in us for the purchase and maintenance

of 'our &ehicle4 'ou can en o' peace of mind no5ing that the nest professionals in

the automoti&e industr' 5ill be caring for 'our &ehicle@


(ebsite


100


102/103

Wh+ here Parts

4

9nce 'ou o5n a ne5 or used car or truc from 4 'oudeser&e to no5 the caliber of the professionals 5ho 5ill be ta ing care of 'our ne5

@

9ur ;arts department has one of the largest in&entories in the state4 of both

manufacturer parts and afterKmar et accessories to customi?e and personali?e 'our

ne5 @

(e ha&eU

An in&entor' of XXXXX in our parts department

A ll rate of XXX that means that XXX of the time4 5hen 'ou need a part4 5e

ha&e it here 5aiting for 'ou@ +his allo5s us to signi cantl' reduce the time 'ou ha&e

to 5ait for repairs@

9n the rare occasions that 5e don8t ha&e a part4 5e8ll either get it locall' or

ha&e it Wo5n in to us@ (e 5ant to get 'ou bac on the road as soon as humanl'

possible3(e sell more than XXXXXXX in parts 5holesale to other dealers e&er' month

because on lots of occasions 5e ha&e the part 5hen the' don8t3

(hen 'ou purchase 'our ne5 from us4 5e feel that is

the beginning of our relationship not the end3


(eb

Documents

ECommerce Solutions Version 3