Dealer Marketing Magazine Feature Article, January 2012

Dealer Marketing Magazine Article

January 2012 by Drake Baerresen

There was a lot of buzz in 2011 about the importance of the proper and effective internet lead engagement. There are several different opinions held by dealerships on how best to work their leads and utilize their workforce. One of the software systems dealers are using is a military grade artificial intelligence developed by our company, AutoFerret.com called AVA (Automated Virtual Assistant.) Although we are a bit biased toward AVA, we thought readers would be interested in what some of the dealers who use AVA have to say about it.

We asked Mike Cagey, general manager of Mark Christopher Chevrolet Buick GMC Cadillac what AVA does for his dealership and why he feels it is integral to his store. “For the past year I can say that my internet department has not missed one lead since starting with AVA. That’s why I use it. What dealer can afford to miss, or not have good contact with a lead? Even though she (AVA) is artificial intelligence, she has become part of our store just like any other good employee and I’m not looking to get rid of my good employees anytime soon”, says Cagey.

We asked Jeff Proctor, general manager of Metro Honda and Acura if AVA has changed his internet sales process and if it made it easier or more difficult. Proctor replied, “That’s what I like about it, I didn’t have to change my entire process. AVA automatically works for us and integrates with our CRM. AVA also has helped me as a manager to ensure my process stays in effect. She lets me know exactly what’s going on from the words of my customers, so I always know how their experience is going with us in real time. I will say that my internet sales reps spend a lot more time now actually with the customer and working a car deal because of AVA.”

When we asked Shawn Nehir, internet director of Newport Lexus, how he is measuring his results with AVA, he said, “We have access to our AVA Dashboard which gives us real time statistics and interaction with our customers. Also, they provide me with a monthly performance report that gives me a full review of AVA just like I do with my staff, such as the number of deals AVA helped us make, how many appointments she set, number of customers she engaged, amount of deals that were made, and (how many deals) were saved from mining my old leads ect. AVA helps us achieve and maintain a very high closing ratio and good customer experience.”

Auto Success Magazine Feature Article, January 2012

 

Auto Success Magazine

January 2012 by Drake Baerresen

                                               FREE UP YOUR SALES STAFF

This year’s growth has left many dealerships with fewer trained and able people on staff than needed to adequately work customers and leads. With business returning to showrooms and leads to inboxes across the country, opportunities are being missed, and car deals are moving up the street. Customers are moving on and buying from other dealerships because there is no one there to respond their inquiries in a timely fashion. There is no question that there are plenty of people looking for jobs who have the skill sets required to fill these positions. If you are facing these issues or see them coming around the corner, now is the time to start grabbing your share of the talent made available by this recession. The only problem is the time it takes to find them and, once found and hired, to train them to work with your customers. Technology is now allowing dealerships to fill this gap and right size their Internet sales departments immediately. Dealerships can more than double the efficiency of each person using artificial intelligence. This means you will not need to overstaff during times of growth to be sure your customer experience remains consistent.

Since the beginning of the Internet, lead people have used template-driven auto responders. At first, they included the customer’s name and a few other fields to look somewhat personal. Next came stock images of the vehicle the customer was looking for and other dealership information. These canned messages no longer work. The last 12 months have seen this technology move forward light years. Today’s artificial intelligence is virtually indistinguishable from a real person. Now when Internet leads arrive, they can be engaged immediately with relevant information. Not only can it be presented, it can also be collected. Customers have a two-way interaction with what they believe to be a real person up the point where they are ready to visit or call the dealership. At this time, a person is notified with not only the appointment but all the relevant and personal information collected from the customer during the automated exchange — for instance, that they need an SUV so that mom and take her daughters to dance and still fit her son’s hockey equipment in the back. This seamless transition helps convert more leads to deliveries. Now your people can spend more of their time face-to-face or on the phone with customers.

By utilizing artificial intelligence, you can be sure that your dealership is prepared to handle increased lead volumes. Now your customers will not suffer every time someone is sick for a few days or leaves the dealership. With today’s technology, each person you have will be able to handle more than double the leads and handle them better than ever before. With greater appointment and show ratios, more sales are inevitable. Your people will save their passion and enthusiasm for those people that are ready to talk on the phone and visit the dealerships. The best way to increase sales is to keep your salespeople selling. For a free copy of, “How technology can improve my sales,” e-mail me at the address below.

Drake Baerresen is the vice-president of sales and marketing at TurnKey Events. He can be contacted at 866.476.7748, or by e-mail at drakeb@tkevents.com.

NADA Convention February 2012, Las Vegas Booth #1315

You’ve heard about her, now meet her.  Never miss another Internet lead again! Sell more vehicles using military grade artificial intelligence ensuring 100% effective lead communication.  AVA is the assistant your Internet sales staff needs and the customer service representative that your prospects deserve.  AVA will mine your past leads and work your current leads, doubling your department’s efficiency and appointment ratio.  Higher closing ratios, happier customers and greater ROI on your leads make AVA the perfect employee for your dealership.  No long-term contract and sets up in under 72 hours. Meet AVA by visiting booth #1315 or online at www.meetava.com or by calling 866.476.7748 for a five-minute demo.

Auto Success Magazine Feature Article, November 2011

Auto Success Magazine

November 2011 by Drake Baerresen

FREE YOUR STAFF FROM NON-STOP ACTIVITIES

What does it take to become the best in conversion and ROI with customers who contact your dealership online? Even if you have a great Internet process, challenges arise when your process breaks down. Customers contact your store all day, every day and expect an immediate response. Attention spans are short, and customers will move on to the next store’s Website quickly. Even during the hours your people are working, they are not always ready to respond immediately to customers. There is now technology available that will be the back up your people need. In fact, some offerings will be the front line of customer contact and work with customers to the point that they call or visit the dealership. This is made possible with cutting-edge, military-level artificial intelligence technology.

Salespeople are at their best when they are working with a customer and actively selling them a car. Technology has changed the way people shop and communicate, and now the majority of a salesperson’s time is spent not selling but typing. This is frustrating for the salespeople and devastating to the dealership’s bottom line. You wouldn’t ask your best salesperson to go help the techs in service fix a vehicle, so don’t saddle your talent with tedious e-mails and trying to set appointments. Find a good artificial intelligence system that can communicate for you with customers up to the point where they are ready to talk on the phone or visit the dealership and beyond. Today, systems like this communicate so naturally that customers are unaware that they are not communicating with a real person. In fact, the only difference you will notice is correct spelling, complete sentences and always accurate information.

It is important to do your homework when searching for an AI provider. Speak with dealers who are using programs you are considering, and be sure you choose the right one for your store. You should expect to double your appointment ratio with prospects who are much more purchase driven. A good system will help keep your prospects off of price and enticed with your dealership’s value story. Holding gross and increasing sales is the name of the game.

Today’s car shoppers expect nearly immediate responses to their inquiries and questions. Salespeople are often unable to do this while they are doing walk arounds, on test drives, taking service walks and delivering cars. These are the things you hired them to do. Customers can now get immediately engaged in a two- way conversation with your dealership, allowing the avatar to do leg work for your salespeople setting up appointments. This way, when your salespeople are available, the customer is ready and waiting for a phone call - not to mention that the customer has already shared valuable information with the avatar that will help your salespeople close more deals. Today’s level of artificial intelligence can liberate your sales force from their desks so they can sell more cars.

Drake Baerresen is the vice-president of sales and marketing at Turn-Key Events AVA. He can be contacted at 866.476.7748, or by e-mail at drakeb@tkevents.com.

Galpin Motors says AVA does the heavy lifting