What are illuminations? Are illuminations customer engagements? Alex Snyder
Yes. illumiQUOTE is an illuminating experience full of engaging illuminations. Say that fast 3 times. And yes, I did type that out. And yes, I already slapped myself for doing it.
The important part is that illuminations are representations of your customer getting a better idea of how the car deal works for them. And that's why we call it illuminating.
How does it work, you ask.
Phase 1: Are you out there Ms. Customer?
You send the customer a quote, grab a cold beverage, and wait. It is a lot like fishing. When the bobber goes under the water you know you have a fish on the line. Or when you see the illumination:
That means you have a customer that received your email, text, chat, Facebook message, YouTube comment, Twitter message, and/or smoke signal. And that's a BIG DEAL!!!
You have a real live person who is interested in what you have to say!
Phase 2: Do you like it?
The next phase is to watch for more changes like this:
Where you can tell what motivates them. In this case, the customer considered 15,000 miles per year leasing, but it looks like putting $0 down was the main issue. And with $0 down the loan looked like the better option.
You have a customer who doesn't want to put any money down and drives a bit more than average. They have also seen $450 a month.
Phase 3: Use the knowledge and close the deal
If the customer hasn't accepted or countered your quote then it is time to pick up the phone. DON'T LET THE CUSTOMER KNOW YOU'VE BEEN WATCHING EVERYTHING THEY DO. Don't be creepy.
Before calling, look for a few other cars you can switch them to that fit what you've learned. Call the customer and ask if they got your quote. Hear them out.
Ask if they're interested in $0 down payment options on some other cars. Maybe a low mileage used car they can rack the miles upon. And ask if there is a payment goal they're trying to achieve.
Then send another illumiQUOTE based on their feedback.
Once the customer says "we are closer" or hits accept you're on your way. This deal is just about done!