Its been awhile since I have been able to post so I have some catching up to do. I recently returned from the 8th annual Digital Dealer Conference in Orlando Florida as a guest of Reynolds Web Solutions. I am glad to have them on our team. They are the best! I will post more about them soon. I have also been taking on line courses to improve my skills for html. As our Internet Department grows I am finding myself having to learn more on a daily basis just to keep up. I am excited about whats in store concerning Internet Marketing, Website maintenance, and our Internet process.
Below are our stats for March & April 2010...
For March 2010, we had 75 internet deals close.
Of the 55 closed email leads
For April 2010 we had 70 internet deals closed
28 of the closed deals came from walk in with Internet ad, Internet coupon or Internet phone calls.
A great deal of our success at Toyota is that Bryan, Charles, Damaris & the entire Management. They works to make sure the internet customer is treated as a top priority. They work with the sales staff help listen and respond to customers questions and concerns. Timely & relevant response is a must. It only takes one click to turn us off.
This is not an advertisement for Vann York Toyota, but only an example that it takes everyone in management and sales to establish an effective internet department.
The first 5 days of follow up emails coupled with phone calls to the customer are critical to our internet strategy.
According to J.D Powers, Cobalt and R.L Polk between
1. 76% - 83% of New Car buyers use the Internet when shopping for a new car
2. 79% used the internet to research the dealership.
3. Most people researched and determined which vehicles they would buy from 6 weeks to 3 months before they submitted their first online lead.
The point is that by the time they submitted their 1st lead to a dealership, many where already past the research phase and close to the purchasing stage
According to Cobalt’s 2008 automotive eShopper Experience Study: Results showed of the leads that closed:
24% Within 10 days of lead submission
43% Within 30 days of lead submission
25% 31 - 90 days
32% 91 - 120 days
· The longer a lead remains unsold, the more likely it is to convert to a used vehicle.
Southeast Toyota did a PLS Survey to tell us about where they shopped (in addition to where they bought) and how far down the purchase funnel they got before rejecting and going somewhere else.
Location and Availability where among the top 2 reasons they chose or rejected the dealership. Honda & Mitsubishi reported from their research that 80% of internet shoppers purchase from with in a 20 mile radius of the dealership. According to SET...Other reasons customers did not purchase from a particular dealership that THEY SELECTED TO SHOP WHERE AS FOLLOWS...
Rejecters who contact by email (2,298 customers):
#3 reason for rejecting: Didn’t follow up with me (13%)
#4 reason for rejecting: Poor use of my time (10%)
#5 reason for rejecting: Wouldn’t provide a price (7%)
I am sending this information to each Internet Manager as well as every General & New & Used Sales Manager to help make sure our response (Quality of Response & Time) and follow up are at the top of everyone's priority for internet clients. It will take more than just relying on the Internet Managers to bring a deal to the desk. Follow - up & our process is the key to our growth.
Look forward to our next post,
Rick Campbell
How will I know if my care is in the recall?
Toyota will be sending out official notices to customers who are part of the recall, but if you want to check the status of your vehicle, please call us at 336.885.9016.
Which models are affected by the sticky accelerator pedal recall/stop sale?
Certain 2009-2010 RAV4,
Certain 2009-2010 Corolla,
2009-2010 Matrix,
2005-2010 Avalon,
Certain 2007-2010 Camry,
Certain 2010 Highlander,
2007-2010 Tundra,
2008-2010 Sequoia
Highlander hybrids and Camry hybrids are not affected by this action and will remain for sale.
Further, Camry, RAV 4, Corolla and Highlander vehicles with VINs that begin with "J" are not affected.
What is a “VIN” and how do I find it on my automobile?
A Vehicle Identification Number (VIN) is a 17-character sequence of numbers and letters that is used by the automobile industry to uniquely identify motor vehicles. It can be viewed through the windshield on the driver’s side at the front of the dashboard.
What is the solution Toyota announced to fix sticking accelerator pedals?
Toyota’s engineers have developed and rigorously tested a solution that is both effective and simple. A precision-cut steel reinforcement bar will be installed into the accelerator pedal assembly, thereby eliminating the excess friction that has caused pedals to stick in rare instances.
When will the reinforcement repair parts be available for dealer inventories?
Vann York Toyota has parts available now.
When can I get my vehicle fixed?
Vann York Toyota is now servicing affected vehicles. We have specialists available to answer your recall questions and schedule an appointment. Please dial 336.885.9016 and ask for a recall specialist. We are strongly recommend that you contact our service department before coming in.
Is the repair covered by warranty? Will drivers have to pay any money out of pocket for this work?
Toyota will cover all repair costs associated with this work.
How long will these repairs take?
Depending on your vehicle the repair can take from 30 minutes to 3 hours.
Does the reinforced pedal feel any different?
Drivers should not notice any change in the feel of the pedal.
What if I am also affected by the floor mat recall? Which will be addressed first?
We are working to coordinate the pedal entrapment and the sticking pedal recalls minimizing the number of customers who will have to have two service visits.
