{"id":320,"date":"2013-08-08T03:42:18","date_gmt":"2013-08-08T03:42:18","guid":{"rendered":"https:\/\/www.carchat24.com\/blog\/?p=320"},"modified":"2022-05-01T14:13:04","modified_gmt":"2022-05-01T18:13:04","slug":"want-to-fail-at-automotive-dealer-live-chat-try-this","status":"publish","type":"post","link":"https:\/\/www.carchat24.com\/blog\/dealership-live-chat\/want-to-fail-at-automotive-dealer-live-chat-try-this\/","title":{"rendered":"Want to fail at automotive dealer live chat? Try this&#8230;"},"content":{"rendered":"<p><span class=\"font-size-4\"><a href=\"http:\/\/api.ning.com:80\/files\/6wcMIWo9ZYgrbv9GW1*w90dvWGIGCL49QpnoERAHvzDOQk2iitV*fvnemu9IOfuli3KrGW0QyiZqABCd3t*Mnr7*DH1X9xGR\/CarChatBandit.jpg\" target=\"_self\" rel=\"noopener\"><img decoding=\"async\" src=\"http:\/\/api.ning.com:80\/files\/6wcMIWo9ZYgrbv9GW1*w90dvWGIGCL49QpnoERAHvzDOQk2iitV*fvnemu9IOfuli3KrGW0QyiZqABCd3t*Mnr7*DH1X9xGR\/CarChatBandit.jpg?width=242\" alt=\"don't fail at live chat\" width=\"242\" align=\"right\" \/><\/a>There are numerous ways to build success into your live chat strategy, but if you want the <em><strong>ONE THING<\/strong><\/em> that is sure to guarantee embarrassment and failure (not to mention waste time and money), try this: make your guests give you contact information before you (or your live chat vendor) have a live chat conversation!<\/span><\/p>\n<p><span class=\"font-size-4\"><strong>Done. Kaput. Fin. Nyet. Nada. Zilch.<\/strong><\/span><\/p>\n<p><span class=\"font-size-4\">That pretty much sums up your live chat success with this very ill-advised practice. But maybe you wonder, <em>why not ask up front so you can generate a \u2018lead\u2019<\/em>? Here are five good reasons you should not force your website shoppers to give you their contact info to \u2018earn\u2019 their chat conversation:<\/span><\/p>\n<ol>\n<li><span class=\"font-size-4\">You will definitely upset them<\/span><\/li>\n<li><span class=\"font-size-4\">The information is likely bogus<\/span><\/li>\n<li><span class=\"font-size-4\">You will definitely upset them<\/span><\/li>\n<li><span class=\"font-size-4\">The lead is low quality and will have low closing probability<\/span><\/li>\n<li><span class=\"font-size-4\">You will definitely upset them<\/span><\/li>\n<\/ol>\n<p><strong><span class=\"font-size-4\">This won&#8217;t be a QUALITY lead<\/span><\/strong><\/p>\n<p><span class=\"font-size-4\">Let\u2019s face it \u2013 people shop online for convenience AND anonymity. One of the key principles and goals of a successful live chat strategy is to earn trust and build a relationship by communicating with buyers on THEIR terms. Forcing information out of them without the benefit of a mutual information exchange is not only bad business practice, but it\u2019s rude.<\/span><\/p>\n<p><span class=\"font-size-4\">Would you REALLY have your receptionist demand contact information before forwarding a sales call to the sales floor or BDC? I have seen dealers try it, and for as long as the experiment lasted, it created more of a problem than a solution.<\/span><\/p>\n<p><strong><span class=\"font-size-4\">Yes, businesses really do this<\/span><\/strong><\/p>\n<p><span class=\"font-size-4\">I recently shopped on the website of a leader in discount electronic accessories. I had a simple question about a product with some vague information in the description, and thought I would see if the chat operator had (or could get) the answer. When I saw them forcing my hand for full contact information, I moved to another source. It was that simple. They lost the sale. And so will your dealership. Since automotive buyers typically only visit one dealership after shopping several online, why would you blow them out before the conversation gets started? This was with a company who HAS MY INFO because I have spent hundreds of dollars with them, but I didn\u2019t have the time or desire to indulge their arrogant (in my perception) demand.<\/span><\/p>\n<p><strong><span class=\"font-size-4\">Use Live Chat to earn the buyer&#8217;s trust<\/span><\/strong><\/p>\n<p><span class=\"font-size-4\">Just like your salesperson on the floor has to EARN the right to ask for the sale in the product presentation, you have to earn the right to ask for contact info in a chat conversation by providing a certain amount of good faith information exchange. Whether you handle your own live chat conversations or contract a chat vendor for hosted service, be sure there are scripts in place that both address the shoppers\u2019 needs and build the trust required to gather quality lead information that can result in a car sale.<\/span><\/p>\n<p><span class=\"font-size-2\">Photo: <a href=\"https:\/\/www.freedigitalphotos.net\" target=\"_blank\" rel=\"noopener\">freedigitalphotos.net \/ Grant Cochrane<\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>There are numerous ways to build success into your live chat strategy, but if you want the ONE THING that is sure to guarantee embarrassment and failure (not to mention waste time and money), try this: make your guests give you contact information before you (or your live chat vendor) have a live chat conversation! [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":2981,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[34,22,26],"tags":[66,82,94,129,147,179],"class_list":["post-320","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-automotive-social-media","category-dealership-live-chat","category-live-chat-features","tag-carchat24","tag-chat-software","tag-dealer-chat","tag-hosted-chat","tag-live-chat","tag-web-chat"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Want to fail at automotive dealer live chat? 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