1. 10 Tips to Drive ROI Through Rapid Response Rose Ferrell Full Name I Company I Job Title I Email Rose Ferrell I Digital Air Strike I Regional Sales Director I rferrell@digitalairstrike.com

2. Agenda 10 Best practices of lead response Examples How to implement these practices © 2016 Digital Air Strike| Reproduction Prohibited

3. Respond to All Inquiries No lead left behind Don’t cherry-pick leads If shoppers take the time to reach out, they deserve a response 1 © 2016 Digital Air Strike| Reproduction Prohibited Rose Ferrell I Digital Air Strike I Regional Sales Director I rferrell@digitalairstrike.com

4. 2 Get the Lead Before Your Competition Studies show that internet shoppers, who receive a response within 10-minutes, are 3x’s more likely to visit the dealership. You’re on the clock! Response times should be measured in minutes – not hours or days Contact the shopper right away - at their highest point of interest Rose Ferrell I Digital Air Strike I Regional Sales Director I rferrell@digitalairstrike.com © 2016 Digital Air Strike| Reproduction Prohibited

5. 3 Provide a Professional Looking Quote Only 3% of dealers respond with a multi-vehicle quote with price Eliminate typos, inconsistencies, and irrelevant information that distracts the customer Rose Ferrell I Digital Air Strike I Regional Sales Director I rferrell@digitalairstrike.com © 2016 Digital Air Strike| Reproduction Prohibited

6. 4 Personalize Your Response Always include: Dealership name Salesperson’s name A direct phone number Appropriate contact’s e-mail Photo of the contact Website Offer a value proposition Be proactive - suggest next steps Rose Ferrell I Digital Air Strike I Regional Sales Director I rferrell@digitalairstrike.com © 2016 Digital Air Strike| Reproduction Prohibited

7. 5 Give Shoppers What They Ask for Answer shoppers’ questions in the first response. Auto responders are not enough to engage your prospects Provide pricing, leasing, incentive, alternative vehicle selection information Rose Ferrell I Digital Air Strike I Regional Sales Director I rferrell@digitalairstrike.com © 2016 Digital Air Strike| Reproduction Prohibited

8. 6 Provide Pricing & Payments Leaving out pricing on a quote is a red flag to the consumer Consider different pricing by zip code or city to conquest and target your competition Promote your specials +$200 +$400 -$150 Rose Ferrell I Digital Air Strike I Regional Sales Director I rferrell@digitalairstrike.com © 2016 Digital Air Strike| Reproduction Prohibited

9. 7 Include OEM Rebates, Discounts, Dealership Sales Events, etc. Rose Ferrell I Digital Air Strike I Regional Sales Director I rferrell@digitalairstrike.com © 2016 Digital Air Strike| Reproduction Prohibited

10. 8 Offer Multiple Vehicle Options New & Used Lease options Multiple trim levels Rose Ferrell I Digital Air Strike I Regional Sales Director I rferrell@digitalairstrike.com © 2016 Digital Air Strike| Reproduction Prohibited

11. 9 Track Your Progress You can’t improve upon what you don’t track Know your closing ratio for each lead source Number of leads received Number of quotes sent Number of reactivations Rose Ferrell I Digital Air Strike I Regional Sales Director I rferrell@digitalairstrike.com © 2016 Digital Air Strike| Reproduction Prohibited

12. Stay Engaged & Nurture Prospects 10 How long? Data shows up to 180 days Provides useful information and updated incentives to entice prospects Use automated follow-up so your team can focus on newer leads Rose Ferrell I Digital Air Strike I Regional Sales Director I rferrell@digitalairstrike.com © 2016 Digital Air Strike| Reproduction Prohibited

13. Let Us “Mystery Shop” Your Dealer http://digitalairstrike.com/resources/ Rose Ferrell I Digital Air Strike I Regional Sales Director I rferrell@digitalairstrike.com © 2016 Digital Air Strike| Reproduction Prohibited

14. Questions Rose Ferrell Rferrell@digitalairstrike.com Booth #315 Rose Ferrell I Digital Air Strike I Regional Sales Director I rferrell@digitalairstrike.com © 2016 Digital Air Strike| Reproduction Prohibited

15. Share an important takeaway you received from this session using hashtag #DD20 for a chance to win an iPad Contact Info Full Name: Rose Ferrell Company: Digital Air Strike Job Title: Regional Sales Director Email: rferrell@digitalairstrike.com