1. Car Dealership Chat Handling

2. Unlike all of the other industry that we are catering, the chat handling that we need to perform in this sector should be with extreme or excessive care in consideration or treatment of details. In other words, we need to be meticulous because there are a lot of concerns that we may be able to encounter without being able to predict which may arise. The clients that we have in this industry are not only some of our longest running clients, but also has the largest amount of chats that we engage with because they have the majority of number of clients that we have as of now. The common thing that we need to keep in mind is, just like all of the other industries we are handling, we need to pay attention to what the customers are saying or asking in order for us to give an effective and efficient service. Again, common sense is the key to having a successful chat conversation.

3. The most common concern that we may encounter is having a customer who simply wants to buy a car. Majority of the dealership/clients that we are catering sells both New and Used, but we also have those who sell either New or Used. Based on the Chat Flow that we are using, we need to be keen on asking questions for us to have the full scale information needed by the dealership in order for them to get back in touch with their customers. The initial questions that we need to ask is if they are looking for a new or used vehicle/car, but we need to use our common sense that if a particular dealership doesn’t sell new ones or used ones, we need not ask whether they want a new or used. We could simply ask them what particular make or model they are interested in. If they come in already providing us the particular make or model, there is no need to ask if they are looking for new/used car nor the make and model since they have already provided it. We could go ahead and ask them if they want to stay in a particular price range or ask for the budget they have set aside for that purchase. Once they have provided us with the information, it would now be wise to ask if there will be a possible trade-in. If there isn’t, move on to the next question. If ever they’d want to trade something in, we need to ask them for the make and model of the possible trade-in, then move on to the next question.

4. The last question that we need to ask them as far as probing is concerned, is if they will be financing or will they pay in cash. This part may become complicated as the chat progresses because the customer may ask us information regarding financing options. Some of them may tell us that they have a bad credit but they would really like to buy a car. Our response should be clear that the person who could best address their concern would be the Manager of the dealership, we cannot. After probing for the information needed about their inquiry one way or the other, we need to give them an assurance that we have noted every single detail and will forward it after the chat. They will be hearing from the dealership once the information requested is ready, and make it clear that we are not allowed to provide them with a specific time. After that, we may now proceed to gathering personal information where in the dealership would be able to keep in touch with them.

5. Another important thing that we need to keep in mind is to have our responses brief but precise. Not only would save us time to move on to the next chat, it would also affect our scores when it comes to responsiveness. The things that were mentioned on the second paragraph are the most common concerns that we will encounter the most based on what we’ve experienced so far but that doesn’t mean that those are the only ones that we may encounter. We may get concerns like a customer would like to set an appointment to have a test drive of the car of their interest. What we can do for them is to ask for their preferred time and date, let them know that we’ve noted it, then inform them that the appointment is going to be confirmed by a Manager who will contact them directly. All of the other concerns that we may encounter where in the information is out of our reach, refer it directly to the manager because again, they are the best person who could address it.

6. Note: Chicago Motor Cars chats are handled in different perspective. They don’t want us to ask whether or not the customer has a trade in, of if they will be financing or will pay in cash. They ship cars, just make sure we ask where exactly it is supposed to be shipped. The dealership will get in touch with them to confirm the request.

7. Sample Transcripts

8. Customer is looking for a vehicle in a dealership with both new and used car. Customer: hi! I want to buy a car. Concierge: I’d be glad to help! Are you looking for a new or used car? Customer: (may answer either new or used) Concierge: Wonderful! Do you have a preferred make and model? Customer: (mentions a make and model) Concierge: Excellent choice! Let me check on our inventory. Is there a price range that you wish to stay in? Customer: No. Concierge: Alright, let me check on our inventory. Is there a price range that you wish to stay in?

9. Customer: (may provide an amount or say NO.) Concierge: I have that noted, John. How soon do you want to make the purchase? Customer: (provides a date and time) Concierge: Terrific! Upon checking, I see that we have several cars that best fit your criteria. Let me come up with a list with all the necessary details and have my manager send it to you. By the way, would you be trading anything in? Customer: Yes. Concierge: Great! May I know the year make and model of the car? Customer: (gives the response) Concierge: We would love to have that on our inventory! John, will this purchase be through financing or will you pay in cash? Customer: No. Concierge: Alright John. Will this purchase be through financing or will you pay in cash?

10. Customer: (may mention either financing or cash) Concierge: I have that noted. Please give us some time to gather the necessary information. My manager will send you everything when it’s ready. Do you have an email address where we may send them at? Note: The scenario cited isn’t always what we’ll encounter. Whatever the situation, take note that we just have to keep our common sense working to be able to ask the questions so we may gather the necessary information needed.

11. Customer has a bad credit: Customer: I want to buy a car but I have a bad credit. Will you be able to help me, still? Concierge: We’re so glad that you came to us! We specialize in helping people with the same situation as you and have had great success! Would you mind telling me something about your situation? Customer: (states the reason) Concierge: I understand and I have that noted, John. Please let me refer this to my manager, he will be the one to address this matter.

12. Customer asking for financing options Customer: what financing schemes do you guys offer? Concierge: We offer several financing options that may vary depending on the price and some other factors. Please allow me to have our Finance Manager contact you instead for an accurate response.

13. Customer inquiring about Rent-to-Own (Sansone’s Dealership) Customer: I’m interested in the rent-to-own program. What is it exactly? Concierge: Rent-2-own is a special program designed by Paul Sansone Jr. to help customers whose credit may have been hurt over the past few years. The plan is completely customizable based on the customer's car needs, personal income and ability to make payments. Are you interested in renting a particular car?

14. Company NameWebsite Mancinelli’shttp://www.mancinellis.com/http://www.mancinellis.com/ Al Pimiento Suzukihttp://www.apsuzuki.com/http://www.apsuzuki.com/ Biggers Chevyhttp://www.biggerschevy.com/http://www.biggerschevy.com/ Rick Hendrick Dodgehttp://www.rickhendrickdodge.com/http://www.rickhendrickdodge.com/ Webb Hyundaihttp://www.webbhyundai.com/http://www.webbhyundai.com/ Nissan of St. Charleshttp://www.nissanofstcharles.com/http://www.nissanofstcharles.com/ Berman Auto Grouphttp://bermanautogroup.com/http://bermanautogroup.com/ Infiniti of Chicagohttp://www.infinitichicago.com/http://www.infinitichicago.com/ Mid City Nissanhttp://www.midcitynissan.com/http://www.midcitynissan.com/ 66 Auto Mallhttp://www.66automall.com/http://www.66automall.com/ 66 KIAhttp://www.66kia.com/http://www.66kia.com/ 66 Nissanhttp://www.66nissan.com/http://www.66nissan.com/ 66 Suzukihttp://www.66suzuki.com/http://www.66suzuki.com/ Anthony Auto Burneehttp://www.anthonygurnee.com/http://www.anthonygurnee.com/ Bill Kay BPGhttp://www.billkaybpg.com/http://www.billkaybpg.com/ Bill Kay Buick GMChttp://www.billkaybuickgmc.com/http://www.billkaybuickgmc.com/ Bill Kay Fordhttp://www.billkayford.com/http://www.billkayford.com/ Chicago Motorshttp://www.chicagomotorcars.com/http://www.chicagomotorcars.com/ Lou Bachrodt Chevyhttp://www.loubachrodtchevy.com/http://www.loubachrodtchevy.com/ Young Blood Kiahttp://www.springfieldkia.com/http://www.springfieldkia.com/ Star Nissanhttp://www.starnissan.com/http://www.starnissan.com/ Women Selling Cars to Womenhttp://www.womensellingcarstowomen.com/http://www.womensellingcarstowomen.com/ Young Blood Used Carshttp://www.youngbloodusedcars.com/http://www.youngbloodusedcars.com/ Young Blood Chrysler-Jeephttp://www.youngbloodchryslerjeep.com/http://www.youngbloodchryslerjeep.com/ Young Blood Nissanhttp://www.youngbloodnissan.com/http://www.youngbloodnissan.com/ Anthony Auto Grouphttp://www.anthonyautogroup.com/http://www.anthonyautogroup.com/ Bachrodt Statehttp://www.bachrodtonstate.com/http://www.bachrodtonstate.com/