First impression is everything. We’ve changed our routing rules from sending the lead to the two closest dealers to sending it only to the first closest dealer. The lead will be exclusively yours for two business days from the time it arrives, and then it will be automatically routed to the next dealer if it’s not opened by you. Internet shoppers expect immediate results, and will thank you for your attention.
If the customer provided a phone number, give them a call! Even internet shoppers sometimes want to talk to a live person. The phone number field is optional, so if they’ve taken the time to enter their number, this is likely their preferred communication method.
Many of these leads ask for pricing up front. It’s frustrating, we know. You probably have your own feelings about how to handle this. The feedback we’ve received is that if the customer can’t at least gauge what the unit will cost, they’ll move on.
If you do communicate, make sure to follow up. You know this already. Even if the customer doesn’t visit on the first point of contact, we hope you’ll continue to follow up with Key Connect leads. They often come back to our personal shoppers when they lose contact