marketing

Three Tips for Great Live Video Conversations with Customers

By: Tim James

During these times, consumers are becoming more comfortable with online transactions and are much savvier about how they chose to communicate with businesses. As a result, dealers are having to utilize technologies they may not have previously embraced

Video, in and of itself, has proven to be a necessity for successful marketing for dealers. In today’s world, live video is even more important. But not everybody does it as well as they could!

A great article on Business2Community lays out some simple best practices dealerships can use while performing a live video for a prospective car buyer. These tips are great for salespeople or BDC agents who communicate with your customers.

Here are three of the top tips:

Pause! –  When you are having a conversation with someone and they do all the talking – that quickly gets old, right? A one-sided conversation is not something many people enjoy which leads to the first tip in the article, Pause!

You have the customer’s attention. You have them on a live stream and, just like selling a car in person, you need to listen to their needs and wants. You have to listen to tailor that walkaround and your conversation to supply the information they requested. Listening is also how you find out what is important to them so that you can tailor your conversation to that specific customer.

It is much more effective to listen to your customers, answer their questions, and proceed to the sale than to dominate the conversation. Take a breath. Don’t worry about the uncomfortable pause. As long as the customer is still with you, you don’t need to fill the gap with conversation. They may be digesting what you have already told them and considering their next questions. If they don’t ask any questions, you can easily prompt them by saying something along the lines of, “Should I proceed with the other features I was going to show you or did you have specific things you would like to see?” — just like you would if they were physically on your lot.

Engage – The customer didn’t agree to a live video engagement because they weren’t interested in the vehicle. The very reason that they are on a live video call with you is that they are VERY low funnel and in the market RIGHT NOW! Think about all the Internet leads your dealership gets and how hard it is to contact the majority of these opportunities. Here you not only have a customer that engaged with you but one that agreed (or requested) to do a live video call about a specific vehicle.

Perhaps something about the vehicle which they inquired about doesn’t suit their needs. Since you have them live, you can easily ask them if you could show them similar vehicles you have in stock and, essentially, show them multiple vehicles.

What’s the other option? The customer doesn’t like the one you showed them and disengages simply to move on to the next dealership. Don’t waste the opportunity to show them more inventory. You only need to ask them — just like you would if they were physically on your lot.

Eye Contact – While you may not be able to see the customer, the customer can see you. If you aren’t looking into the camera while engaging, you lose the opportunity to build rapport. Most of our communication is physical. We typically read expressions and interpret answers by how someone is looking and/or physically gesturing. In a live video, the customer can see you. By making eye contact with them, it is much more personal.

How do you do that? By looking into the camera, itself. Not just at the phone. You can practice with another salesperson beforehand to get the hang of it. When you are talking to the customer, look directly into the camera. To them, it will seem as if you are talking to them rather than seeing your eyes focused elsewhere.  — just like you would if they were physically on your lot.

Bonus Tip:

Smile – There’s magic in your smile and smiling while engaging in a video call can be one of the most important strategies for success. Smiling while on the video call will not only help you relax and improve your mood and energy, it will also help the consumer relax.  Remember, it’s not only “what you say,” but “how you say it” that matters. The video call is your opportunity to build a personal relationship with the consumer and get them to truly like you. We all know that people buy from people they like, and a simple smile while engaging the consumer is scientifically proven to improve your chances of being liked — just like you would if they were physically on your lot.  

Live video has never been more important in the sales world. Buying a car is a big decision for most customers, typically the second-largest purchase any consumer makes. Regardless of whether you are open for business completely, or only online, consumers are getting more comfortable with online shopping. If you are a veteran in the automotive industry, think about how different your communication strategy was in 2010 versus 2020.  Now imagine how different it will be in 2030. Trust me, the next ten years are going to fly by, so make sure you stay ahead of the competition and are prepared for the acceleration and adoption of this technology by consumers. Great conversations certainly lead to more sales. And live video is a highly effective way to have great conversations with your customers.

Live Video, The New Normal to Sell More Cars and Service

By Tim James

Every penny spent on advertising and marketing is to get more people into the dealership. Dealers also make a significant investment in the salespeople themselves, training them to help develop the person-to-person skills needed to sell to all the prospects marketing dollars drive into the dealership. Those person-to-person skills are where most automotive salespeople excel, it is what they are best at. Phone calls, emails, text messages, or online chats may not be their biggest strengths. However, put them face to face with someone and they excel. But how are salespeople supposed to ‘get them in’ when countrywide shutdowns and capacity limits are encouraging shoppers to stay home as much as possible? The answer is video conferencing, also known as video calling or video chat.

It is a different world now – today doctors conduct many patient appointments via a live video conference. Many doctors are scheduling video appointments, our children are using video conferencing to go to school right now, and most of you reading this are utilizing video conferencing at your workplace to replace onsite meetings.

Live communication in this way is becoming the new normal– all kinds of shopping is accelerated to the next level via a live stream. Well, guess what, vehicles are no different. During the pandemic, and even before, dealers have been utilizing tools such as Zoom to engage with customers via live video and it is not hurting sales, in fact far from it, it is helping to sell more cars than ever before by making it easier to shop the way today’s customers want to. And it is a safe secure, method, for practically zero budget!

There is one thing that I know for sure and that is video sells. An unfortunate misconception is that vehicle details shared outside the dealership walls can demotivate shoppers from visiting a dealership. You cannot sell them a car if you don’t “get them in”, right? This misconception may prevent some dealers from realizing the full potential of video in nearly every department from sales to service to F&I. Selling a consumer is, was, and will always be about getting the consumer emotionally attached to The Dealership, The Sales Person, and The Car. The pandemic has pushed more shoppers than ever before into shopping online. COVID-19 certainly has motivated more dealers to incorporate video into their sales and service processes. Now, a way to trump your competition is to go one step further and embrace live video conferencing to inspire the emotional connection.

In fact, the most immediate benefit of live video calls is that salespeople now have an opportunity to use those natural person-to-person sales skills they have spent their entire careers perfecting. Even the most technophobic salesperson can engage with the most cutting-edge technology utilizing live video calls. If they can answer a phone, they can answer and make a live video call. It really is that simple, it’s safe, and consumers love it!

It is easy to incorporate live video calls directly from your website. Think about how many website visitors you have every day and imagine being able to instantly engage with them on their terms. It is like having a live service or sales window on your website Today’s customers have grown used to being serviced on their terms, not yours. Also, your sales and business development staff can ‘cut to the chase’ and get into direct contact with customers, eliminating hours of back and forth via calls, texts, and emails.

Live video for a vehicle demo enables a salesperson to guide a consumer through the vehicle features and benefits in real-time, just as if the customer were standing right on the lot. With some platforms, the salesperson can text the customer a Personalized URL and all the customer has to do is click on the link to instantly be engaged in a live one-way or two-way video conference.

Live video calls can also compliment the post-sale delivery process as part of a cautious and contactless sale. The salesperson can simply go over the delivery walkthrough as they always have, but now they can do it through a live video call.

The sales department isn’t the only branch of a dealership that can boost profits with live video. A typical service department experience involves a customer dropping off a vehicle and waiting at the dealership or leaving and awaiting a call for a diagnosis.

Using live video to discuss a vehicle diagnosis is a powerful way for service advisors to explain and demonstrate repairs while keeping the customer engaged during the decision-making process. Having a live video call with a customer after sending service recommendations increases acceptance rates and will quickly become your service advisor’s favorite tool. Live video can eliminate hours of annoying phone tag back and forth by the service department. The customer can also see the recommended service in real-time which reinforces the recommendation and can easily elicit a response of “yes,” rather than “let me think about it,” so that they can go and ask a friend, family member, or price shop the repair with an independent facility.

The F&I department can benefit too. The F&I Manager can advise the customer that they are recording the video call, record the full F&I presentation with all disclosures, and do the entire deal remotely. They can even send the entire recorded presentation to the customer.

Live video calls keep a customer fully engaged with you. Facetime did not gain it is huge popularity on Apple devices because consumers did not like it, but rather the contrary. By using live video at your dealership, you quickly build rapport and earn the customer’s trust. And that is how you increase revenue.

Patrick Lands His Dream Job with Video

By Tim James

Are you searching for a new career opportunity, or do you know someone who is? One of the most challenging aspects of searching for a job is making yourself stand out in a crowd. When you apply for a job online, your resume could be one of hundreds for the same position. There’s no way to know whether the person screening all these resumes will forward your resume to the hiring manager.

That’s why more job applicants are creating video resumes and sending them directly to the hiring manager. If you think about it, applying for a job is very similar to marketing cars! To be in consideration, you need to send the right video message to the right person at the right time, and make them realize why you’re the best choice.

I want to share a story with you about someone that recently landed his dream job with a video resume hosted on Flick Fusion’s video marketing platform.

A few months ago, I was invited onto the Auto Converse podcast to talk about video marketing. A young man named Patrick Block was also a guest on the show, and he told me that he was having trouble finding a job.

He had been laid off from his job at a vehicle software company in February (prior to the pandemic), when the company was acquired by Lyft. At first, Patrick wasn’t worried about finding a new job, since he had quite a bit of experience in the auto industry. But in early March a tornado destroyed many businesses in Nashville, where he lives. Shortly after that, businesses everywhere were shuttered due to COVID-19. All of a sudden, job prospects were dim.

Patrick sent resumes to dozens of companies but didn’t receive any interview requests. He struggled with finding ways to make his resume stand out from all other job seekers. A videographer friend suggested that he develop a video resume.

Patrick agreed to try it. He developed a short video resume, posted it on YouTube and emailed the link to some hiring managers. The problem was, he didn’t know whether the videos were actually getting through and being watched.

When Patrick told me this, I invited him to use Flick Fusion’s video marketing platform to host his video resume. Our platform sends the creator/sender of the video a notification every time someone watches their video. In addition, I recommended that Patrick develop more videos to include on his resume landing page; including recommendation videos and videos that answer common interview questions.

Patrick followed my advice and created a page that hosted several videos. Here is a link to that page https://bit.ly/311sKxY

Patrick’s dream job was a position as a sales consultant with Lexus of Nashville. He believed that a high-line dealership was well-suited to his personality, and that car sales rewards hard work more than many sales positions in other industries. Patrick emailed the General Manager his newly enhanced video resume on our platform.

Shortly after he emailed the video resume, Patrick received a notification that the GM had viewed it. He was called in for an interview the very same day, and spent three hours at the dealership. While he was in an interview with a second hiring manager, Patrick received a notification that someone else in the dealership was viewing the video as well. It turned out it was the Internet Sales Manager, who then joined Patrick during his second interview, and raved about the video.

Shortly after this interview, Patrick was told that Lexus of Nashville was interested in hiring him, and he began the hiring process that included background checks, two more interviews and a drug test.

Patrick began working at Lexus of Nashville in July. Needless to say, Patrick is a huge believer in the power of video and he uses video in his new position to respond to leads and connect with active car buyers. When I asked him whether he thought his video resume was the reason he landed his dream job, Patrick claims it was 100%, absolutely the reason.

“I was nervous about using a Video platform during my job hunt. Flick Fusion was an awesome tool for me to use as it generated very professional emails, gave me visibility into how excited the recipients were, and allowed me to see myself presenting via the platform,” said Patrick. “Every person I shared this with was blown away at the idea of integrating video into the job hunt, especially during COVID. I was immediately separating myself out from the candidate pool with a small amount of extra effort. The impact it had landed me the job I had said I wanted for a long time. After what I’ve learned, I use video even more now in my job on a day to day basis.”

This story is just an example of how ubiquitous video is becoming in the auto industry; and I think it’s a good story of how a person used video to make themselves stand out in a really tough job market.

Your salespeople can easily use videos to make themselves stand out in the same way that Patrick does. When leads come in, have your sales team use pre-recorded videos, and/or live-streaming video calls, to connect with prospects. Video instantly captures and engages attention in a way that regular emails and phone calls simply can’t duplicate.

And if you’re ever searching for a new career opportunity, use a video resume to market yourself! You may land your dream job, just like Patrick.

Seeing is Believing!

By Tim James

Some dealers miss opportunities to gain acceptance of service recommendations or upsells simply because consumers do not know why they are needed or important. Many advisors share the “canned” description. However, if the customer is not right in front of you it can be hard for them to understand what you are going on about and so they decline the recommendations.

Well, there is an easy solution to better communicate with your customers so they can see why the recommendations are necessary. That solution is video.

Since COVID-19 arrived on the scene video communications have dramatically increased as a way to engage with customers. Think about how norms have changed. A majority of employees are still working at home using video platforms to communicate with colleagues, such as Zoom. And, in those states where the only way to sell a car is remotely, video is a great tool to help build that relationship and sell the car. Video has become a necessary item in any dealership’s arsenal for both sales and service.

When it comes to service recommendations, using either recorded or live video, you can easily show the customer the issue and clearly describe it to them. The customer can then see what the problem is and better understand why it needs to be repaired. Also, they will feel more confident about accepting those repairs and approve the recommendations. Recommended service acceptance rates can increase by as much as three times from an average of 20% to 40% and sometimes even as high as 60%. Recorded or live video recommendations can also help prevent your customers from shopping the competition and ending up at an independent shop.

Use video technology to communicate with customers – whether that be now during the pandemic or afterward once it passes. You will see an uptick in service recommendations as well as increased customer loyalty and improved CSI scores.

Nobody knows how long we, as a nation, will be home-bound. Some people say it will be months, some are saying years.

No matter how long it is, the results of video are timeless and well-proven. Communicating with your customers via video can help you weather this storm and help boost profitability.