I don’t want to make this a long “what-it-is” sort of article because there are an amazing number of those available. Here’s a link to the best one, in my opinion – The New Facebook Groups: All You Need To Know (Watch the little 2-minute video on that page for an easy introduction.)
Google Search Is About To Make You Re-think Your Website
According to this article , Google is testing out full-page website previews within search. This will have HUGE ramifications for dealer’s website traffic when considering non-branded search traffic.
Carpe Diem
“Progress always involves risk; you can’t steal second base and keep your foot on first” – Frederick Wilcox
Facebook Ads – Ad Targeting Will Dominate
I wanted to write a quick article regarding some changes to the Facebook Ads program. As time goes by, they are increasingly becoming an easier way to dial in your target audience while not wasting any of your ad budget.
Forget SEO. Try NFO (News Feed Optimization)
Recently there has been all sorts of talk about the proper way to accomplish Search Engine Optimization (SEO). I wrote a blog article about it the other day.
- Everything on Facebook is an object – status updates, photos, links, video
- There are three factors that determine the “edge rank” your object is given which will determine the likelihood that it appears in your fans (or friends) “Top News” area.
- The first factor is the ‘affinity score’ between the user (your fan or friend) and creator (you). How much and how often does this person interact with you? Do they spend a lot of time on your fan page? What do they do while they’re there.
- The second factor is ‘weight’. Each type of object interaction is weighted. What type of interaction happened? a comment? a like? a tag? The more “interactive” the ..uh.. interaction, the more weight it has – so someone who actually types a comment is going to be interacting more than someone who clicks “like”.. this of course, gives more weight to the comment.
- The last factor is ‘time decay’ which is simply how much time has passed since your object was created.
Search Engine Optimization: The Great Debate
Let me start with this disclaimer: I am not an expert on Search Engine Optimization. (Thank God!)
Facebook ‘Questions” Could Bring You Business
I’ve been watching this new feature Facebook has rolling out called “Questions”. If you haven’t heard of it, it’s not a new idea. Yahoo has ‘Answers’ and is the most used of the Q&A sites but there are plenty more. It’s still in beta and is rolling out slowly so you may not be able to see it yet but I believe there’s a potential for some Facebook Page exposure and, possibly, for dealerships generating some business.
First, here’s an example of what a question would look like:
Now initially, you would think there wouldn’t be any payoff for trolling through questions posted by a service with a user base of 500 million people. I mean, how is answering someone’s question that lives 2000 miles from your dealership going to generate business for you?
There’s also a lot more involved than posting a status update or tweeting 140 characters. To answer most questions properly and intelligently (especially in the automotive business), it will require more than a little explanation. I mean, how easy is it to answer the question “How much is my trade worth”? That’s a complicated answer. (Unless you go old-school on them and ask them to back the car up to the phone so you can hear it.)
The features that make it potentially worthwhile to a dealership or business are these:
- If you are the administrator of your business’ fan page, you can choose whether to answer the question as yourself (ie. John Doe) or as your business (John Doe Ford). By answering as your business, your Facebook page is the official “responder” and, just as any post, will be linked back to your Facebook Page. This could lead people there to explore further.
- Facebook Questions will allow the people posing the questions to geo-target those questions. For example, a person in Ohio could seek answers from other people in Ohio and/or just want to identify where they are in case that has relevance to their question. If you’re a business who has decided to peruse Questions, you can not only search topics (ie. automotive) but you can also search geographically. Obviously if your business is in Ohio, and it’s a car dealership, you could look at automotive-related questions from people in Ohio. I’m not sure yet exactly how fine-tuned the geographical function will be (ie. can you choose to see questions from people down to the city level) but you could certainly see how answering automotive questions from people in Ohio which could then lead them back to your Fan Page and, possibly, your website or dealership, could be beneficial.
- We know that public information on Facebook is indexed by Google. We know that Fan Pages are. Seeing as Questions is public, I’m assuming the question (and your answer) would be indexed by Google. Facebook ranks well with search engines so it could get your business’ fan Page (and name) a little more (or a lot more depending on how active you are answering questions) exposure and SEO.
When I was in Internet Departments, I would target message boards seeking to answer people’s questions about my particular car brand. I answered them directly and never tried to sell them anything. People appreciate that and you could help yourself stand apart from your competitors.
Just as in Yahoo Answers, I’m guessing that people can search Questions previously posted (and answered) for similar questions that they may have. In this case, best case scenario is that they find a previous question posed by a Facebook member and answered by your business. If they are also geographically limiting their searches, you could have a local customer seeing your business being helpful and pro-active in answering people’s questions. This is certainly a form of reputation management that could assist you in gaining some brownie points with a potential customer.
This is certainly a method of gaining some exposure for your business. It’s not the easiest or least time-consuming but the advantage is does have is that not only do you get your name out but you associate positive images with it at the same time. Once this feature is rolled out to everyone, it will be interesting to experiment and see what happens.
Example of a Live Twitter Feed
I was asked to demonstrate a live Twitter feed incorporating hashtags vs. a personal Twitter account. This is just an example for them. I chose #DD9 as the hashtag to follow in this example because the 9th Digital Dealer Conference rocks (and this is the hashtag people have incorporated to talk about this event).
This is a very useful tool to incorporate into your website and/or blog. Not only does it allow you an easy way to monitor conversations about your brand or product but it’s a great way to showcase events (as in this example).
Fall 2010 Automotive Conference Schedule
I’ve been asked by some people about all the conferences coming up this fall so I thought I’d compile a brief list of the ones I know about.
(Note: These are listed in chronological order, not order of importance.)
Please let me know if I’ve missed any and I’ll add them.
September 8, 2010
Denver, CO
More info: Innovative Dealer Summit
September 14-15, 2010
F&I Management & Technology Conference and Expo
Las Vegas, NV
More info: F&I Management & Technology Conference and Expo
September 20-22, 2010
Leedom Group 16th Annual Buy Here Pay Here National Convention
Las Vegas, NV
More info: 16th Annual Buy Here Pay Here National Convention
October 12-14, 2010
9th Digital Dealer Conference and Exposition
Las Vegas, NV
More info: 9th Digital Dealer Conference and Exposition
October 18-20, 2010
Driving Sales Executive Summit
Las Vegas, NV
More info: Driving Sales Executive Summit
Use coupon code “mjh100” to save $100 on registration
October 20-22, 2010
J.D. Powers 2010 Automotive Internet Roundtable
Las Vegas, NV
More info: JD Powers Automotive Internet Roundtable
November 2-5, 2010
SEMA Show
Las Vegas, NV
More info: Sema Show
February 5-7, 2011
NADA Convention and Expo
San Francisco, CA
More info: NADA Convention and Expo
Sales Training And The $20,000 Over MSRP Internet Price
In our crazy world that is the automotive industry, at one point or another, you have to begin.
In retail sales, the typical training for a new salesperson used to be “This is how you do a foursquare. Now go get a customer.”
In today’s world of technology, we’ve added only one thing. “Here’s how to use our CRM.”
In the case of OEM and product training, most OEM’s have some sort of certification test and/or required product knowledge tests. These OEM certification tests are great – in theory. In reality, however, many salespeople don’t ‘really’ learn anything. They do them because they have to, not because they want to.
Many OEM’s today require a certain level of completion by a dealerships’ sales staff to qualify for CSI-based factory incentives. Some OEMs that have ‘spiff’ programs for salespeople will also require a salesperson to have completed product training before they are eligible for individual sales spiffs.
I cannot count how many times I’ve seen salespeople rush through these certifications just to make sure they (or their dealership) qualify for whatever. They share test answers. The sales managers give them the answers or even take the test for them.
The sad part is that you don’t really need any product knowledge to sell a car. Most industry veterans can do a walk-around on any car even if they know nothing about it. Most ‘green-peas’ follow the leads of the industry veterans (and we wonder why dealership turnover is so high).
If you can sell emotion, you can sell a car. Everyone knows that even the worst salesperson at a car dealership can sell a car if they are just at the dealership enough. Our basic sales process is designed to do just that – sell emotion. Get them in the car. Touch it. Smell it. Drive it. Chances are they wouldn’t be on your lot if they weren’t interested at all in what you were selling.
We concentrate so much on losing a sale that we don’t create a customer. I would bet that the phrase “Don’t let them leave.” has come out of every sales manager’s mouth at least once.
Why are we so afraid of the customer leaving?
If the salesperson did all the things he/she was supposed to do: fact-find, build rapport, properly present the product, effectively demonstrate it and truly attempt to create a financing strategy that worked with the customer (versus for the dealership), the customer will do business with you.
Make training your sales staff a priority in your dealership. If your dealership will not provide any training, get it yourself. It’s important and you WILL make more money. Guaranteed.
Now onto other news:
Plastered all over yesterday’s news and blogs was the story of a dealership in California that responded to an internet lead for a Chevrolet Volt with the following e-mail:
Hello *****
Thank you for your online request, as you know the Volt is going to be a very limited production vehicle for the first 2-3 years. Demand is going to far exceed supply for this vehicle, initially our asking price for the Volt is going to be MSRP plus $20,000, we are expecting only receive 9 Volts all of next year.
I will keep you in my customer base for when the Volt comes out and I will contact you with any information as I receive it. We are taking orders right now for the Volt, if you would like more information, please let me know and I will be more than happy to help you. Thank you.
***** *****, Internet Specialist
******* Chevrolet
********, CA
I don’t know what dealership that was nor whether that employee was responding per the direction of his/her managers. I can tell you one thing, however. There is no chance that that particular customer is EVER going to entertain the thought of going to that particular dealership to do business whether it is to purchase that, or any other, vehicle.
I understand that dealerships have the right to sell their vehicles for whatever price they want to. I’m not at all saying that a dealership shouldn’t make money selling a vehicle. All I’m saying is that the strategy of this particular person, even if the dealership really will only sell these vehicles at $20,000 over MSRP, should have been very different.
If you’re confronted with a situation in which your dealership has made the decision to mark up any particular vehicle over MSRP, you’re better off not giving the customer any price whatsoever for the vehicle, in my opinion, especially online.
Why do some dealerships and/or sales managers still insist on handing out in-the-box-scraping-them-off-the-ceiling prices to their internet departments??
You have a better chance of selling a car with a customer in front of you than with no customer at all. Most customers don’t even buy the vehicle they came in to initially look at anyways. Why scare them off?
This resulted from either a lack of training, apathy from the internet ‘specialist’ or pure stupidity.
Only one can be fixed.
The sad part is that the $20,000 over MSRP price is probably in the dealerships’ DMS that way because the sales managers don’t want to have to manually add the addendum. Because of this, not only has the dealership potentially scared off THIS customer, but that $61,000 price tag may very likely be populating their website and all the third-party websites they subscribe to.
Now they’ve scared off everyone.
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