If anyone knows me or even after speaking with me for a few minutes about my job, they know I’m not a huge advocate of segregated “Internet Sales Departments”. I hate it when I hear…oh, their “Internet customers”. There is no such thing as an “Internet Customer”. If you read the newspaper and respond to an ad, are you a “Newspaper customer”? Or maybe you’re a “TV commercial customer” because you saw the dealers’ latest ad on TV.
A “lead is a lead” and a customer is a customer. The process should be the same no matter where the customer comes from. It kills me when a dealer establishes an “Internet Department”. It’s like having a special department that does everything right but it’s ok to continue to allow our showroom sales people and managers to do things the wrong way.
As I said, I don’t believe in segregated internet sales departments. I tell my sales people and dealers..if you’re going to make this a profession, then you need to be where your customers are and be willing to communicate with them in the manor they desire. A new generation is rising and these old school dealers and the GM’s that are managing them need to step up to into the times or your gonna get smoked!
I was actually working on an article about my opinion on how dealers need to realize that your Internet Sales Department is/are your showroom sales people. BUT..after reading Leo Hillock’s latest article in Jan. 2006 Digital Dealer magazine, I could not have said it better myself and decided to just forward a link to a copy of this article.