3 thoughts on “Turbo Tips: How Should I Discuss Price on Online Chat?

  1. I agree with what you said. Just a quick question, Do you think it’s a good idea to keep price off our website so when people look at the car they would have to call to get price and options? And that will give us the chance to get name and phone number.

  2. Louie: We recommend that you include the price with all of your new- and used cars. Car buyers go online for just this kind of transparency: They want to know the vehicle’s features, condition and pricing. They don’t want to have to take an additional step to get this information.

    With online chat, we find that most car buyers want to confirm availability and validate the details they’ve read online. These conversations allow you to build value around the car and your store rather than defend a price the customer saw for the first time through the chat session. They also create a context in which you can naturally ask for the shopper’s name and phone number.

    For example:

    Ask for the customer’s name as part of the greeting. “Hi, I’m Louie, and I’m happy to help with any questions you may have. May I have your name?”

    As the chat progresses, look for an opening to request the phone number. “I wonder if it might be easier for you if we discussed this car on the phone. If you give me your number, I’ll call now so we run through your questions and I can provide more details.”

  3. Ralph Ebersole is right on target… I have reviewed over a hundred chat transcripts and the ones that resulted in the most desirable outcomes were those where the chat person representing the dealer asked the right questions up front, but was also 100% transparent in answering the customer’s questions. Transparency leads to trust if neither side of the chat conversation withholds information.

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