See what your prospects aren't telling you
Start by understanding your prospects true preferences, quickly do so using the Profile page. The Profile page is the perfect cheat sheet for appointment setting and follow-up calls. Tailor your follow-up conversations around your customer’s recent activity and true interests--it improves the likelihood that your conversation hits home, assisting you in close the deal.
When should you use the Profile Page?
Appointments and follow-up. Knowing your customer’s true interests prior to a follow-up conversation allows you to prepare value points that will resonate with their specific needs.
We loved hearing about the creativity of a salesperson in the Southeast - he parks each of his prospects top viewed vehicles near the doors to his dealership. In order for the prospect to enter the dealership they're walking past the exact vehicles they've shown the most interest in! This technique also makes zipping out for a test drive an absolute breeze.
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What to look for
Shopping Activity - What are they browsing?
The Shopping Activity section breaks down every vehicle your prospect has viewed and how many times they've clicked each. This is helpful when trying to nail down the exact vehicle that's perfect for your prospect.
From the image below we can tell that this prospect, Liz, hasn't fully decided on a new or used vehicle (36% used, 64% New). However, it does look like she's set on an SUV or mini-van (2018 Durango, 2018 Pacifica). Now you know where to start.
Searches - What keywords are they looking up?
The Searches section provides an unprecedented view into what your prospects want in a new vehicle. Shoppers search the aspects that are most important to them, such as: price, color and features. Price searches are one of the best ways to see what your prospects are actually willing to spend on a new vehicle.
The below Searches section confirms our suspicion that Liz is in the market for a SUV or mini-van (2018 Pacifica). We can also see that she's in the market for a white vehicle with a sunroof that's priced in the mid to high 20's ($24,000-$29,000).
Lead Actions - How and what have they communicated to you?
Lead actions are when a prospect calls, chats or fills out a form on your website. The Lead Actions section includes a log and summary of each action, along with a phone call recording—if the prospect calls the dealership from any of your website phone numbers. Phone call summaries are often helpful when you're trying to quickly get up to speed on your opportunities.
Review the form Liz sent into the dealership and listen to her phone call recording.
Summary - Why did the Foureyes Tap Analyst approve this Prospect?
Use the Summary tab to see what notes our Tap Analysts have written about the lead action. Phone call summaries are often helpful when you're trying to quickly get up to speed without playing the audio of a call.
The summary below we'll be able to tell that Liz called into the dealership asking about a Durango. Frank, a salesperson, suggested she look at the Pacifica but said she wasn't interested in a Mini-Van.
Timeline - How often are you prospects shopping your online inventory?
The Timeline is a log of every page your prospect has viewed on your website alongside your CRM follow-up activity. Use the timeline to see how your follow-up has affected your prospects shopping activity, or to dig even deeper into their shopping habits.
From the Timeline below we can see that Liz is actually considering the Pacifica, she's looked at it twice today! It's time to call her down for a test drive. It's a good idea to have both the Durango and Pacifica ready to go out front. Make sure they're white and have a sunroof too!
Recap - How to use the Profile Page for expert follow-up
The Profile Page is your view into everything your prospects aren't telling you. Use this page to see what's most important to your prospects and what they're willing to spend. Reach out to your prospects with information on vehicles they've viewed (make sure not to tell them you can see them online!). Once you have the appointment booked, check back here to see what cars to prepare for a potential test drive.
“A lot of people tell you one thing and do the exact opposite and it used to be that we’d have no idea what they were actually doing. Now we know.”
-Salesman, Southeastern Region