Tuesday, September 25, 2018

Tips for Using Live Chat

We’ve covered the benefits of live chat before, but now it’s time to dive into a few useful tips on actually using this popular feature. And just to give a quick recap - live chat is beneficial in a variety of ways because: 
  • It makes communication more personal 
  • It gives consumers the ability to get an instant response 
  • It builds customer relationships 
  • Last but not least, it’s easily accessible 
In this day and age, customer service is everything and live chat can make a huge difference in communication if you know how to use it properly. We’ve got a few quick tips to make sure both you and your customers get the most out of the online chat experience.
  • Answer customers in a timely fashion - Let’s face it, no one likes waiting. We live in a world of people who want answers and they want them NOW. Keep in mind when a consumer chats you, they want a response quickly and are likely to move on to a dealer who will answer faster rather than wait around for a response. 
  • Introduce yourself - Start your conversation by introducing yourself rather than just soley jumping into answering the question. Consumers are used to speaking to robots or being left on hold, so this is your chance to stand out. Stating your name, your position, and how you are going to help reassures them that they are speaking with a real person. Consumers want to feel a personal connection even though the conversation is just over the computer. 
  • LISTEN to your customer - This might seem obvious, but it’s crucial to really listen to the consumer and to stay attentive during the entirety of your conversation - don’t just think of them as a sale. Read their questions or concerns thoroughly so you can avoid repeat questions throughout your chat. 
  • If you don’t have an instant answer, let the customer know - Sometimes you won’t have all the answers immediately and that’s okay. If a customer asks about a bike spec that you don’t know, let them know you are going to look into it and will follow up immediately after you get the correct information. Yes, consumers love immediacy, but they will appreciate you taking the time to get the answer correct. 
  • Use full sentences and correct grammar - Internet slang might work in chat rooms or when texting, but we suggest avoiding it during your live chat conversations. Consumers want their questions answered and want to know they are speaking to a true professional during the conversation. 
  • Avoid “pitching” during live chat conversations - While locking in a sale is the ultimate goal, we recommend avoiding pitching customers via live chat. Feel free to add in additional plugs about a specific unit, but only as it relates to their initial question. All in all - don’t bombard them with too much information in the beginning, just see where the conversation takes you. 
We hope these tips will enhance your next live chat experience, and if you haven’t talked to your Cycle Trader representative about integrating live chat into your dealer page on our site, what are you waiting for? Our live chat product can be easily added to any package and offers you the chance to connect with potential buyer’s in a whole new way. The chat box appears on each of your Cycle Trader listings, so if consumers have questions about a specific unit, they can ask you in real-time. Call your Cycle Trader representative today at 888.747.1192 - they’d love to walk you through this increasingly popular feature.
Trader Online Web Developer

Wednesday, September 5, 2018

Engaging New Riders - Tips for Capturing the Millennial Market

In our industry - the term ‘millennials’ feels like a curse word. They seem impossible, are unlike any set of buyers that have come before them, and honestly, are making all of our lives a little difficult these days. They don’t follow the same formula that previous generations have, and that makes them especially difficult to market to and ultimately convert. But the reality is that we are stuck with them - and as of this year, according to Forbes, they will have more buying power than any other generation. So - as the saying goes - if we can’t beat them, we might as well join them. And the key to joining them, is understanding them. So here are the top five things you need to know to help capture that impossible and elusive millennial market.

They’re all about community and the experience — Both locally and within the larger community. They are looking for a way to find other like-minded people to share their passion with - which, at the end of the day, is the core of our industry. But, it can be hard initially to get involved in a community - so make sure to highlight to your potential millennial customers some ways they can get involved right from the initial point of purchase. You could host a first time riders night, have weekly meet-ups at a local brewery for existing customers, or host a motorcycle licensing class to help them get started.

They are into brands that stand for something  According to Forbes, 81% of millennials expect brands to publicly share their plans for corporate citizenship. While you often hear about corporate citizen on a large scale, that doesn’t mean they don’t expect you to be giving back as well. Millennials are focused on building a better country and community than what they inherited from previous generations - and they expect your help. This could be putting on a charitable ride or donating a portion of a sale to a larger, charitable cause - but no matter what you do, share it loud and proud so they know exactly what your dealership stands for.

And along those lines - they also care about the environment. This is an easy win with this group, as motorcycles are gas friendly and definitely easier on the environment than a huge SUV or even a four-door sedan. Even if they aren’t the millennials primary commuter vehicle, a motorcycle could be a great in-town car that lets them sub-out their regular car on the weekends or in the evenings. Many consumers might not think about the environmental impact of owning a motorcycle as opposed to a traditional car - so make sure to point it out to them.

Debt is not their thing — According to How Stuff Works, despite having control of the buying power in this country, the millennial generation is the product of a recession and the first generation that might not make more than their parents did, which makes them hesitant to take on too much debt. Luckily, motorcycles are often less expensive than some other options - think boats, cars, RVs, etc. - and allows them to purchase their dream unit without tying them down to huge monthly payments. While helping a buyer understand the full purchase price of a unit is important, make sure to highlight how low their possible monthly payment would be to help them see the affordability of their new ride.

They rely on their parents — and we don’t just mean because they are living in their basement. No matter their housing situation, millennials got their first financial advice from their parents - and, according to Reuters, 78.5% of millennials still turn to their parents for this type of guidance. And, here’s why you should care, they may even bring them into the dealership to check out units with them. So - tread lightly when you see parents with their children because you never truly know who the one buying the bike might be.

At the end of the day, millennials are here to stay, whether we like it or not. They are going to be a big part of our economy moving forward, and finding a way to bring them into the motorcycle industry is a big focus for us all.
Trader Online Web Developer