ActivEngage Driving Sales presentation by Todd Smith

1. Secrets of
4 Million
Live Chat
Conversations
Turn your website shoppers into active buyers and move them from online leads into
showroom appointments

2. 3
Invitations
Chats
Statistics

3. Invitations

4. 38%
American’s access the web from smart phones

6. .58%

7. 1.04%

8. 2.24%

9. Video Meet & Greet
6.62%

10. Personalized
Invitations

12. Rich Media
Consumer
Experience

13. Good Chat

14. Katie says @ 6:46:49 PM: Great Deposit to set
Hello letica. My name is Katie how can I help you? the tone of the chat -
letica says @ 6:47:07 PM: and Katie lets Letica
know that she is happy
looking to lease a nissan sentra
to help! Perfect way to
Katie says @ 6:47:31 PM: start a chat!
Excellent choice Letica. I'd be happy to help you today.
Katie says @ 6:47:40 PM:
Are you looking for any added options, or a certain color for your Katie takes control
Sentra? letica says @ 6:48:18 PM: by asking a
a white one and not sure about options yet...the advertisement for clarifying question
109 per month...which model is that? to narrow down
Katie says @ 6:49:37 PM: what the chatter is
looking for.
I'd be happy to have our Internet Sales Manager put together some
Sentra leasing options that work for that special.
Katie says @ 6:49:58 PM:
Once we have some Sentra options lined up, and the details for that
leasing special, what is the best email address to contact you at?
letica says @ 6:50:12 PM: Very good email
request. Its to the
leticia.schiano@ogilvy.com
point and specific to
the information the
shopper requested!

15. We always want to get
the last name - and
Katie says @ 6:50:46 PM:
using the email address
Thank you Leticia. And to verify, is your last to confirm the last name
name Schiano, like in your email? takes away the the
letica says @ 6:50:51 PM: customers ability to not
yes give us the name!
Katie says @ 6:51:26 PM:
Great, thank you. Have you had the chance to This is a very important
test drive a new 2011 Sentra yet? question! As one of our
Chat Standards - it is very
letica says @ 6:51:33 PM:
important to ask if the
not yet customer has test driven
Katie says @ 6:52:04 PM: the vehicle they are
All right, well I'd be happy to take you on a interested in. The answer
virtual test drive! It last about 90 seconds, so to this question helps the
let me know when it is finished. dealer understand how
close to purchase the
customer is. Great
question Katie!

16. PERFECT use of our ActivTestDrive! By
using this in the middle of the chat - this
gives Katie that extra time to fill in her lead
form, research the dealers site for any
Katie says @ 6:52:08 PM:
information that would be helpful to this
chat, and check in on her other chatters.
http://automotiontv.com/flash/automotion_player_lite.swf?id=4603&asset_id=11331&code=24
These Test Drive Videos are the perfect
letica says @ 6:53:29 PM: way to get our shoppers exciting about
thanks purchasing! And when we have excited
Katie says @ 6:53:58 PM: customers - we get full leads for our
dealers to help them sell vehicles!!!
You are welcome! I'd be happy to get
you in for a real test drive Leticia, and
you can meet with our Internet Sales
Manager to discuss the leasing offer!
Now Katie goes for the REAL test drive! After
the customer has seen the virtual test drive
and learned all about how the vehicle drives
and runs in a video - its only natural that the
customer now wants to come in and check it
out for themselves! The Test Drive Videos
are a great way to hook some appointments!

17. After giving the reasons for the
appointment request - its time
to actually ask for the
appointment with an Options
Oriented Question. Perfect
Katie says @ 6:54:20 PM: Appt request Katie!!!
Would you have sometime this week to stop in for a test drive
and meet with our Internet Sales Manager, or would the
weekend work better for you?
letica says @ 6:55:09 PM:
yes. i work right across the street at ogilvy
Katie says @ 6:55:24 PM:
Excellent! What day works best for you? Katie built a solid relationship with Letica by
GUIDING to contact information, then she
letica says @ 6:55:30 PM:
used the ActivTestDrive to get Letica excited
friday about getting a new car - This makes setting
the appointment a no brainer because the
customer WANTS to come in! Now all Katie
has to do is Narrow down the day and time!
Great work Katie!!!

18. Katie says @ 6:55:37 PM:
All right, and morning or afternoon?
letica says @ 6:55:45 PM:
afternoon around lunch time
Katie says @ 6:56:05 PM:
All right, how about Friday at 12:30?
letica says @ 6:56:11 PM:
sounds good
The appointment is set! Now its
Katie says @ 6:56:43 PM:
time to go for the phone number.
Great! Also, I'd like to have our Internet Sales By using the appointment
Manager that will be helping you on Friday call you confirmation, and to let the
to confirm this appointment, as well as introduce customer know who they will be
themself so you know who to ask for when you working with as reasons for the
arrive! phone - it helps the chatter
understand the benefit to giving
more contact information.

19. Katie says @ 6:56:59 PM: Awesome
What is the best phone number to confirm this phone request
appointment with you Letica? Katie!!!
letica says @ 6:57:36 PM:
212 259 5288
Katie says @ 6:58:24 PM:
http://www.nissanofmanhattan.net/staff.asp
Katie says @ 6:58:25 PM: And then to finish the chat with our
Thank you. We have a great Internet sales Signature Service! The perfect deposit
team - one of them will be in touch with you to give the customer that visual of who
shortly. If you happen to stop by sooner, please they might be working with. We always
ask for our Internet department. All the details of want to work in the 2 steps of the
our conversation will be with them! Signature Service by Sending a page
and by Giving the statement explaining
the department they will be working
with. GREAT use of Signature Service
Katie!!!

20. Katie says @ 6:58:36 PM:
Lastly, may I get your zip code? It helps us Zip code is important for
track our marketing efforts. Sales Chats good job here
Katie!
letica says @ 6:59:00 PM:
ok great. will i receive an email with the
lease offer details? my zip code is 10306
Katie says @ 6:59:31 PM:
Yes, our Internet Sales Manager will email
you as soon as possible.
Katie says @ 6:59:43 PM:
Is there anything else I can help you with
today?
letica says @ 6:59:52 PM:
ok great. and the number i provided is
daytime . 9 - 5 pm
letica says @ 7:00:02 PM:
no thank you. have a nice evening

21. Bad Chats

25. Statistics

27. 5 7
to

28. 12-14 minutes

29. automotive customers in less densely populated
areas are more likely to engage in live chat while
researching their vehicle purchase

30. 4 Million Conversations
5
Availability
Pricing Questions
Rebates & Incentive Information
Trade in Information
Service Related Conversations

31. Top 5 Brands for Live Chat
Kia 3.14%
Lexus 2.64%
Hyundai 2.45%
Chevrolet 2.12%
Nissan 2.08%

32. When Chats Happen

33. Benchmarks

34. 6
seconds

35. Full Name
93%
80%
Email Address or Phone Number

36. Questions

37. Todd L Smith
Chief Executive Officer
ActivEngage
Direct: 321-441-7700
todd@activengage.com
Facebook.com/activengage
Twitter.com/activengage