Auto sales is viewed by many consumers as an archaic process that is both loathed but necessary. Sadly, for most auto buyers, the process of buying a car is one that is put off until the last possible moment, with internet web surfing, price comparison and vehicle searches taking place well before a consumer ever walks through the dealership’s doors. Fortunately for dealerships, there is a better way to capture leads and to improve the overall customer experience: AN AUTOMOTIVE CHATBOT.
Automotive ChatBots Destroy Customers Anxiety and Limitations.
Using a chatbot gives your customer the option to “choose their own destiny” at their own pace, without limitations. Sure, they can browse your website on their own, but when they are ready to pull the trigger, anxiety can set in. In fact, distrust of auto sales personnel is so high, just mentioning you are a “car salesmen” can bring jeers and immediate distrust from those around you. We hate to be the bearer of bad news, but according to this Gallup Poll, car salespeople are viewed as more dishonest that members of Congress garnering just 8% of the population’s trust. You read that right, just 8% of the total population has placed any trust in your sales team. Hence why the internet is full of memes like this one.
But why? What do salespeople do that makes it difficult for buyers to trust them? A survey of buyers done by Objective Management Group shows that buyers listed the following actions by salespeople that caused them to dislike them:
- Don’t Listen
- Don’t care about buyer needs
- Use of high-pressure sales tactics
- Don’t know their own products
- Only care about making the sale
Wouldn’t it be great if you were able to break down those barriers before ever speaking with the customer? A chatbot can do just that. Chatbots for the auto industry give customers an experience that is not anxiety-inducing and appears to be more on “their terms,” giving them information at their own pace and without having to talk to an actual human. A well-made chatbot will allow the customer to ask any question and get immediate answers without the pressure of a salesperson on the other end.
For instance, Terri comes to your social media page or website and initializes a conversation with the chatbot. Note, Terri hates salesmen. She is on a budget so she doesn’t really want to get into details about her finances. She knows she needs a new vehicle but has dreaded starting the conversation out of fear. Along comes your chatbot with an intro .gif with a cute animation. She smiles as the chatbot presents her with a few options and tells her she can ask any question she desires.
Terri feels at ease… It’s just a just little machine after all. She asks about financing options and the bot responds with a couple of funny comments and asks her a few questions as well. Terri doesn’t even realize she’s filling out a credit prequalification that will be sent to you with all her information. Terri gets what she needs, the dealership gets what they need to ensure Terri’s transaction goes smoothly.
See how that’s better than a static form?
Chatbots build trust with your customers.
Chatbots are lovable. They seemingly want nothing from your customer except to help them out. Unlike a “desperate” (hey, we don’t believe it but sadly 93% of the population does) auto salesman, the chatbot is there for a good time and the customer really doesn’t expect much from the piece of technology. Don’t get us wrong, buying a car is a big decision and all parties involved should take it seriously. However, that doesn’t mean it can’t be an enjoyable experience, right?
Chatbots do just that. When 32-year-old Dan starts talking to your bot, there isn’t that image of a greedy salesman on the other end of the chat rolling in cash.
Likewise, you also don’t have to worry about your chatbot saying the wrong thing. Dan can start chatting away and asking questions about diesel trucks and get all the answers he needs. Meanwhile, the dealership is also getting all the information it needs to sell Dan exactly what he wants without the hassle and barriers. In fact, when Dan is done, he will be waiting on a salesperson to call him and that salesperson will ideally need to do just one thing, confirm the appointment.
Chatbots get all the info for your dealership.
We keep talking about it. The Chatbot can act as a form for your finance department, sales department, parts department, ect. The great thing is that it doesn’t feel like a form. As we’ve said, its a seamless experience.
“Would you like some help picking out something you’ll love?”
“Are you looking for a new one or something gently used?”
“We all have a budget, what was the one you had in mind?”
“What do you need the car for, primarily — driving to work, driving with family, traveling [and so on]?”
“How many miles on average would you drive per day?”
These are a few of the questions your bot can ask during the conversation. All that is sent your way at the end of the chat.
Chatbots are AI. They learn every time they have an interaction. What does that mean you for? Virtual perfection. You create the boundaries and give the bot some tools. He (or she) builds you a mansion. It really is that simple.
Not only is this going to make you money, it is eventually going to save you money because let’s be honest, that BDC department is basically a big hole in the ship and most of the time they are back there telling jokes until the Internet Manager walks in the room… am I right or am I right? (Sorry BDC employees)
Ready to get started with your own chatbot for your auto dealership? Contact Autobot Systems to learn how our system can work for you.