1. Dominate The Lead Conversion Battle Ground: Video, WebRTC & Omni-Channel James De Luca James De Luca I Digital Road to a Sale Inc. I Vice President I jim@digitalroadtoasale.com

2. James De Luca I Digital Road to a Sale Inc. I VP I jim@digitalroadtoasale.com

6. 68% Chat extract contact info without answering question 72% Response template without answering question 34% Asked irrelevant questions without answering question 41% Tried to book appointment without answering question 4% Sent a video response without answering question 21% Response template 1 st ; 2 nd response answered question

7. James De Luca I Digital Road to a Sale Inc. I VP I jim@digitalroadtoasale.com

12. 2015 Dealership experience study found: James De Luca I Digital Road to a Sale Inc. I VP I jim@digitalroadtoasale.com 50% of Digital Shoppers: Unhappy with Experience 1. Too slow to respond 2. Too pushy 3. Did not respond directly to the question 20% of Digital Shoppers that were unhappy with their online exerience will NEVER consider that BRAND again! Jumps to 50% for Millennials.

13. The Zero Moment of Truth Consumer demand for immediate gratification is challenging for many dealers. 1 in 4 take over 24 hours to ailing m James De Luca I Digital Road to a Sale Inc. I VP I jim@digitalroadtoasale.com Describes the revolutionary way Digital Shoppers search for information & make decisions online. ZMOT retailing means being present at the EXACT MOMENT Digital Shoppers want information! Digital leads are CONVERSATIONS, not filling out a form & waiting for someone to reply.

14. The Zero Moment of Truth Consumer demand for immediate gratification is challenging for many dealers. 1 in 4 take over 24 hours to ailing m James De Luca I Digital Road to a Sale Inc. I VP I jim@digitalroadtoasale.com

15. Real Time Communications

16. James De Luca I Digital Road to a Sale Inc. I VP I jim@digitalroadtoasale.com Real Time Communications File sharing uploads a file to server where the recipient downloads it. WebRTC transfers files with SECURE End-To-End Encryption Directly through the WebRTC Data Channel No servers, plugins or infrastructure required

17. James De Luca I Digital Road to a Sale Inc. I VP I jim@digitalroadtoasale.com Real Time Communications

18. James De Luca I Digital Road to a Sale Inc. I VP I jim@digitalroadtoasale.com Real Time Communications

19. James De Luca I Digital Road to a Sale Inc. I VP I jim@digitalroadtoasale.com

21. Real Time Communications

22. Omni Channel, is viewing the experience through the eyes of your customer, orchestrating the customer experience across all channels so that it is seamless, integrated, & consistent. Omni- channel anticipates that customers may start in one channel & move to another as they progress to a resolution. Making these complex ‘hand-offs’ between channels must be fluid for the customer. Omni Channel is multi-channel done right! John Bowden, Senior VP of Customer Care at Time Warner Cable James De Luca I Digital Road to a Sale Inc. I VP I jim@digitalroadtoasale.com

25. Deliver Experiences that are All About Digital Shopper! Digital Shoppers: Seamless experiences that complement one another as they switch between digital properties. Dealers: Share information with complete continuity & deliver the same experience every time, on any device.

26. James De Luca I Digital Road to a Sale Inc. I VP I jim@digitalroadtoasale.com

27. Early Adopters Dominate Lead Generation & Conversion Battle Ground; Crush Competition! Digital Darwinists Continue to struggle with the old process…

28. James De Luca I Digital Road to a Sale Inc. I VP I jim@digitalroadtoasale.com

29. Share an important takeaway you received from this session using hashtag #DD20 for a chance to win an iPad James De Luca Digital Road to a Sale Inc. jim@digitalroadtoasale.com Digitalroadtoasale.com @jimdelucaDRS http://linkedin.com/in/jamesdeluca1