Having spent the past 9 years working around the country in several hundred dealerships of various makes and models have seen some consistent mindsets from BDC/Inet Managers accross the country.
-They feel that "their customers" are different
"They are not, research has proven this a fact"
-They don't want to give a price
"We already do in the Paper, Radio and on our Web-Site"
-They don't want to give alternatives
"Customers do not generally buy the vehicle they inquire about"
-They don't read their own emails to ensure they make common sense
"Customer picks a specific unit and we ask what color and equipment"
-They prejudge a lead, no phone number
"It's a bad lead so it does not the the attention it should"
-The tools/technology is not working
"We have not set up correctly"
-I have a process
"You may have a process, but is it followed"
-I have an LMT (lead management tool) to answer my leads
"I don't want automatic emails to go out so that I can touch each one"
"What if we send the wrong message"
This kind of mindset has been around for some time.
Here is the bottom line-"Customers are smarter on-line now than ever before". They are looking for information-"Give it to them".
If you don't they will and do go somewhere else.
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