Online Retail ExperienceStart the sale online, finish at the dealership

Why is ORE important?It’s about the customers, who want:• To start shopping for a vehicle online, and then visit

dealership to purchase/lease their selected vehicle• To avoid the average three-hour wait at the dealership

It’s also about your dealership. Don’t you want:• The customer to choose a specific vehicle that’s already

in your inventory?• Pre-qualified HOT leads to walk in the door to meet

with your sales consultants?• To keep your opportunity to upsell to higher trim levels

and incentivized vehicles?

Your sales process basically stays the same – from the time the customer submits a lead or walks through the door. The difference is that those customers walking in are highly qualified and ready to buy. ORE helps deliver to these customers!

What is FCA’s Online Retail Experience (ORE)?We’ve made it possible for customers to start their shopping experience online, and then direct them to your dealership to finalize the transaction.

The Online Retail Experience (ORE) drives incremental traffic and qualified leads to your dealership so you can close the sale. It will not take business away from you.

• Joe conducts an online search for a specific FCA vehicle

• He identifies a VIN-specific vehicle through a dealer or brand website

• Joe completes the contact form and credit application, which is shared in real time with the dealership where the VIN is located

• Joe arrives at dealership and presents the email containing the QR code to the Sales Consultant

• After Joe’s information is validated, he takes a test drive with his new Sales Consultant

• Joe receives email from FCA with vehicle information embedded into a QR code

• Joe will also receive a call from the dealership’s personnel or BDC to schedule an appointment

• Joe loves the vehicle and is prepared to take ownership today

• Because Joe began the process online, financing is secured, and all Joe needs to do is sign on the dotted line

Online Retail Experience: Four Easy Steps for the CustomerFCA customer, Joe Smithers knows exactly what type of vehicle he is interested in buying, but doesn’t want to spend endless hours at the dealership. Instead, he wants to begin the sales process himself by using FCA’s Online Retail Experience.

1 3

2 4

Online Retail Experience Process

Lead is instantly delivered to Dealer’s CRM system and ready for dealership

Marketing/BDC/Internet personnel to review.

Lead is sent to iShowroom Pro. QR code is sent to customer

and can be scanned by showroom Sales staff to

service the customer.

Credit application is instantly sent to RouteOne and ready for F&I personnel to review.

CRM

Customer Submits Lead

Frequently Asked QuestionsQ How is an ORE lead different from other leads I receive?

A ORE converts website shoppers into hot leads, walking them into your dealership to complete the purchase of a specific vehicle in your inventory. It does this by integrating the customer’s online search with online financing tools, with your CRM and iShowroomPRO. No other digital retail product can do that.

Q Does ORE steal sales from the dealer or cut the dealer out of the conversation with the customer?

A Absolutely not!! ORE actually drives incremental traffic to the dealer through qualified and highly-actionable leads. A Chat Agent or in some cases, a Concierge, are only there to assist the customer in the process, and qualify customer details and preferences before they are shared with the dealer.

Q How is my dealership alerted of ORE leads?

A Leads are submitted securely to your CRM in real time. From there, your team can directly contact the customer to initiate next steps. If the customer has completed a credit application, it will be sent directly to your dealership’s desking tool, and can be accessed by your F&I team in RouteOne.

Q Are final pricing or trade-in estimates shared with or committed to the customer?

A No way! ORE uses Chrome Data pricing and incentives which typically mirrors pricing on your dealer website. ORE clearly states that final pricing, taxes and fees (other than destination) are not quoted and can only be finalized by the dealer. Using Kelly Blue Book, ORE provides a rough estimate on trade-in values, and stipulates that the final value can only be determined by the dealership.

Q How is ORE different from the existing brand website online shopping tool?

A Although brand websites provide many of the same features ORE promises, like trade-in information, financing and contact forms, test drive requests, etc. customers are required to type in their personal information individually for each service. ORE bundles all of the services so that invested customers only need to provide their information one time for all services. Additionally, ORE enables customers to choose from a wide assortment of lenders instead of allowing the dealership to choose the lender for them.

Q: Does ORE help improve my SSI scores?

A: Yes! Eliminating a three hour sales process demonstrates that your dealership appreciates and values your customers’ time.

Q: Does ORE help facilitate higher dollars PNUR?

A: Yes! Since your customer completes much of the process flow prior to their arrival, this yields more quality face-to-face time with your staff to build trust, establish the relationship, leading to upsell opportunities.

Q Will Chat Agents have conversations regarding pricing with the customer?

A No! Chat Agents are only there to explain functionality of the website, qualify the lead and explain basic pricing process.

Q Do ORE leads really save me and my customer time?

A Yes – leads are already validated, and you no longer have to recomplete a credit application.

Q What happens if my dealership chooses NOT to participate in ORE?

A You’ll miss an untapped opportunity. All of the hot, qualified leads that could have been sent to your dealership will simply be sent to another ORE-participating store. And as we know, 86% of all customers want some sort of online retail experience. If you’re not onboard with ORE, chances are potential customers will visit another dealership that is.

Q How do I enroll for ORE?

A Getting onboard with ORE is easy. Follow these easy steps:

1. Access ORE through the Enrollment portal in DealerCONNECT (Sales tab>FCA Digital Dealer Websites & Leads>FCA Digital Program Information & Enrollment).

OR

2. Contact FCA Digital Dealers VIP Service at (888) 511-8902 or via email at info@chryslerdigital.com.

19-144-PI-ORE 0801.19

Online Retail ExperienceStart the sale online, finish at the dealership