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Remember, the chatbot is just one part of the experience. Once the chatbot conversation ends, the human experience must elevate the experience from there. Make sure the team is dialed into the notes from the chatbot and carefully documenting everything in the CRM. Lastly, when the customer arrives at the dealership, the conversation should pick up where it left off online.

A warm welcome and a thank you for coming back to repeat customers is excellent for experience. Personalization not only leads to higher engagement, but the customer won't forget those moments. They won't just be loyal, they will become raving fans that add referrals to the dealership.

Making sure the sales team is ready is one thing, but most importantly, they should be trained on what the chatbot is saying as well. We don't want our sales teams saying things like, "That was just a chatbot talking." The team needs to understand the value of the chatbot and how it is assisting both the employee and customer.

The dealership brand voice is key here. With a proper setup of the dealership's brand and customization, the dealer can remain authentic and not sound like every other chatbot. Also, if there will be a chatbot, please make sure a dedicated team to help when a human is needed.

Each customer is unique, and a personalized approach shows that you see them as individuals, not just sales targets. Use their names, remember details about their preferences, and tailor your pitch to their specific needs. Confidence without arrogance is compelling. Customers want to feel assured that they are making the right choice, and your confident demeanor can provide that assurance. Believe in the value you’re offering and convey that belief through your words and actions. Confidence in your product translates to confidence in the buyer.

Clear communication is important in creating a high level experience. This involves being transparent about the car’s features, pricing, and any other relevant information. Customers appreciate honesty and clarity, which helps in establishing a strong rapport. Instead of using jargon, explain terms in a way that’s easy for customers to understand. For instance, instead of saying, "This car has a CVT," you could say, "This car has a continuously variable transmission, which means smoother acceleration and better fuel efficiency." Clarity breeds confidence. Confusion breeds distrust.