I will be doing some training in our morning meeting about how to reignite conversations. I want to them to know how to bring a customer back after going cold or if we have no options to offer them right now. Do you have some suggests on the best conversation tactics or phrases that might help get the customer interested again?
JB – Internet Sales Manager
Thanks for asking, JB. Great question.
When trying to reignite conversations, the main thing you can do is to promise something for them in the future. Or rather, asking if you can do favors for them in the future. Often, shoppers go quiet because they’re unsure what else they need. Promising they’ll be receiving something that could be helpful in their decision-making doesn’t require them to spend any extra time, and most will appreciate the offer.
Let’s say you don’t have the vehicle they’re interested any longer, but you still want to see if they’re in-market. Try:
“Did you need to buy the vehicle today? If not, I can
a. attempt to locate the vehicle for you
b. build it out and submit it to the manufacturer to build for when they re-open
c. find a vehicle for you at the online auctions that meet your specific needs
In instances where they have simply stopped responding, but there are still tasks scheduled for them, consider:
“Since i haven’t heard from you, I just wanted to see if it would be okay if I sent you…
a. updated incentive information when it becomes available
b. details about any in-transit vehicles/new trades we take in
c. a video of all comparable vehicles we have available
d. a re-price a vehicle for you
e. a virtual deal, with all the figures in place, to lock in savings now, and simply re-adjust when we have the specific vehicle available
Offering to do something for someone rarely hurts. Nothing you’re sending to them demands they make an immediate decision, and all show you’re willing to go above and beyond. If a shopper doesn’t want to reengage, perhaps they’re out of the market. Most will appreciate the extra effort and allow the future communication. Or, in better cases, the offer alone will spur questions or engagement with them now.
Hope this helps as your team seeks to reignite conversations with customers that have gone quiet.