Genius Deferment for Delivery Questions
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Matt Like
Our dealer group offers local delivery for customers that insist on having the vehicle and paperwork brought to complete a sale. We don't provide shipping or transport for out of area customers though, and currently the Genius reply options are either "Yes we offer Nationwide Delivery" or "No we don't deliver." We'd like to be able to clarify for customers that we can/will certainly deliver to them within a reasonable distance, or that they are welcome to pay for and arrange their own shipping and transport for Nationwide Delivery from our dealerships. Right now, there is no middle ground and this causes confusion for our customers or can stop a deal before it starts.
Drew Adler
Merged in a post:
Genius Should Only Mention Delivery if the Customer Specifically Asks
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Tina Norton
Some lead providers automatically include verbiage in the comments with the customers zip code (ex. I'm in the 01581 area) which prompts Genius to mention delivery options. Genius should only mention delivery if the customer specifically asks about delivery
Drew Adler
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Hello and thank you all for the feedback! As of yesterday, we released an update to the "Offer Nationwide Delivery" setting for Genius. When Disabled, any question on Delivery options will be deferred to the dealership for clarity. If you'd like to make a change to your Genius setting, please have your Expert User reach out to your Customer Success Team to do so!
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John Simms
I agree, it upsets customers and we have lost deals.
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Rachel Logsdon
Agreed. Have lost a few deals due to the Genius giving inaccurate information.
Grant Hocking
Agreed. Been also having this issue as well.
Shelby Parker
Hey Tina Norton, thanks for your feedback! Following up on this:
- Can you provide examples of situations where Genius mentioned delivery options and it was not appropriate?
- What specific phrases or keywords would you suggest Genius should look for to identify a customer's interest in delivery options?
- How would you like Genius to respond when a customer specifically asks about delivery options?
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Tina Norton
Shelby Parker - CarGurus, CarFax and other lead sources may include zipcode and it seems that she is triggering off that. I sent an example to Pod7@ - here is the text -
I'm glad to hear about your interest in our PreOwned 2016 Lexus ES 350 4dr Sdn with the stock #A966C. This elegant vehicle is a Front Wheel Drive Sedan with a 3.5L V6 Cylinder Engine and Automatic w/OD transmission. It has 85886 miles and comes in an Eminent White Pearl exterior with Parchment w/Birds Eye interior. Would you like to schedule a time to come see it? Our dealership is open from 8:30 AM to 8:00 PM today. A sales consultant will also reach out to you directly to provide more details about the price and any further questions you may have. And if you'd like, we can arrange delivery to your location in Arlington, MA. Thank you!
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Tina Norton
Unless the client specifically says, I would like to have the vehicle delivered or some version of that, I don't feel like she should be proactively offering to arrange delivery just because a lead included the zipcode for the client. Especially not in a first response.
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Tina Norton
Shelby Parker - the email to pod7 included the client information if you would like to look at it along with the lead form screenshots to show why we feel that zipcode shouldn't trigger a delivery option.