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WHERE the lead ORIGINATES

Yes! It would be so nice to know upfront if you have a price shopper, informed buyer, one that is ready to make a decision in the next few days, or one that is months away. I have always been one to read into the lead before I make the call to look for clues on how to read the customer. Often times with a brief phone call, all is clear. Without the personal call, it is not always easy to get a reply without a price from or starting at, email. Without a reply to the pricing email, you just have to keep sending until the end of time, or they walk in the door.

Trademark your dealership's name?

Heather,
Having previously worked for a company that had 4 dedicated trademark and copyright lawyers working in it's legal department (and working for me on web issues), it was our understanding that, currently, there is no protection for you in regards to people using "variations" of your trademarked name. It is understood that they cannot use your business name directly, which would come under the laws and statutes regarding Fraud. But they can get very close to mimicking you, without legal consequences coming into play.

If your company is ABC, Denver for example (officially registered with the state) and you have done interstate commerce, as well as owning and maintaining a web presence under abc.com, again having done interstate business, then you CAN go after people who use your name for any web site outside of your state. I only bring that up because two different businesses may have the same name in two different states. So you may find adwords and keywords in other parts of the US that are using "your" name.

You CANNOT (not until the laws change) stop them from using your companies name for ads, keywords etc., as your businesses name is a publicly used/displayed name. That is, Joe and his wife talk about ABC all the time on the street, using the companies name in conversation. Your company name is listed in directories, lists and maybe even on blogs that say deragotory things about you. You can't do anything about it - unless it is proven that the statements are blatant lies meant to harm your business.

In like fashion, others outside of your company have every right to use variations of your companies name for a new web site - one called ABCsucks.com (we bought several of those to keep them from the competition), for example, or any other derivitive of your name. If you don't want those names to be used, then you have to buy the domain names yourself to block them from being used. Been down that road for months with our lawyers - I know what I'm talking about!

What you CAN do, and many businesses underestimate the power of this concept, is simply hold to the high road, make your business and web site the very best it can be, and outshine everything else out there that would misuse your name. Even blogs or forums - if they say something bad about you, you cannot have it "erased" but you have every right to post a well thought out, balanced retort.

One company I know of in one city even contacted the competition and started a dialogue about taking the high road and asked if they could all agree not to use the other businesses name(s). They agreed and have not had that problem anymore.

Don't fret about sleezy practices on the web (liek the competition using your keywords) - it will eventually all come out in the open and lose it's bite. Just do your best to serve your customers, giving them absolute top notch service and respect, and all that other stuff really will diminish and become unimportant.
Hope that helps.

Trademark your dealership's name?

Hi Heather (and Jeff),

My personal opinion is that trademarking your dealership's name will not do any good. Just perform a Google search for Burger King and see what I mean. Sponsored results appear from Subway, Wendy's and Taco Bell! The airlines tried to prevent this kind of thing back in the beginning of the online travel sites, they wanted to keep expedia and others from bidding on their rightful names in an effort to generate sales...they were not successful. Hope this helps!

Tim Morris

Trademark your dealership's name?

Actually, I think you'll find that Google and Yahoo differ significantly on this issue. Yahoo will not permit trademarked terms to be purchased as keywords. Google does permit this, but will not permit them to be used in ads. Since Google increasingly dominates searches, that effectively means that at present a trademark does not offer the kind of protection we're talking about here.

This is different in Europe, and I believe (I'm not a lawyer!) that litigation continues in this country.

I think Jeff is absolutely right about keyword ads that focus on a particular dealer. Waste of money. Brand and city are much more likely to be productive.

Trademark your dealership's name?

Heather,

Jeff is dead on... Studies have shown for Google that searchers are 3x more likely to click on the 'organic' listing vs. the 'paid' listing. That being said reasearch has also shown that in many instances a good paid listing can uplift the traffic to your organic by xxx%.

As Jeff stated there are links at both Yahoo and Google to report people infringing on your trademark. A simple cease and desist letter can work too from your corporate attorny. If your dealership is unwilling to spend on legal resources to protect its name, then do it yourself. Buy a formatted letter (all over google - do a search) and send it certified mail, return reciept. For extra bang for the buck add ", esq" to the end of your name.

This is something that you should regularly monitor - as new adds pop up all the time.

45% of the U.S. population visits an automotive website

Jeff, great link and info, thank you... as always, you have the best blog on the Internet for this subject matter.

Do you know the site inventory.overture.com? You might want to go there and type in "Hagerstown Maryland". When you do, you will get a list of all search terms duing the month of June, 2006, that included those two words. Overture is owned by Yahoo so the results you see only represent that one engine. Yahoo has 28% of the search market so if you take the raw Yahoo numbers and divide by .28, you get the implied total number of searches during June, 2006.

A few things might interest you on this, Jeff. One, in your market, 32.2% of all searches during June that included "Hagerstown Maryland" were for vehicle purchase type of information (or, so one assumes from the numbers); two, of the top ten searches with those keywords, seven were vehicle purchasing type inquiries; and, three, if one limits the share of market to the top ten, 72.9% of the searches were for vehicle related inquiries. I have emailed you a very informal Excel spreadsheet on this.

Again, great job Jeff and I continue to read your blog daily.

AAISP - I'm confused!

IMO, all associations are designed to organize a market. It's a very complex form of marketing that is old, but proven. However, with Web 2.0, blogs, word-of-mouth marketing, CGM, etc., the exchange of information no longer needs to be contained within an "association" where the top benefits from the bottom-feeders. Your site (and soon my site: eautosalesblog.com) will be the new venues for the FREE exchange of information.

AAISP - I'm confused!

I do agree with you on the purpose of their certification program. However, I thought that the conference was great! And I do think that dealers sharing their tips and comments on their processes and department ia a terrific idea. Unless you are the competition down the street, I think everyone can benefit from any type of information/education available.

AAISP - I'm confused!

Lets explore this issue:

Here is the mission of the AAISP: "to enhance and improve the professional stature and prestige of Internet sales professionals within the automotive industry, facilitate the exchange of information among and between members, and make available program and service initiatives designed to assist members in the performance of their professional responsibilities"

Realistically Reworded: "to promote the awarenesss of the importance of Internet Sales Professionals, increase communication between Internet Sales Professionals, to provide and profit from programs and services designed to make Internet Sales Professionals feel as if they need certification"

I think you can see where this is going......
I looked breifly into the AAISP and for a minute there everything sounded GREAT! However I researched the conference and realized that the expenses were a little to high($149/year + $395 Registration). Not only that, the whole event is just a "pitch fest" and Sales Training "buy in" attempt. Where is the VALUE?? Having a SEO Seminar with a guy who runs Sales at a SEO Company seems a little fishy no matter how you hide it. The whole Organization just had a bad "freemason" feel to it.....

In conclusion, I'm sure that there is somewhat valueable training available to Hungry Internet Sales Professionals. However, I would like to see the Cost/Benefit Analysis on that one!

Why can Internet Sales Professionals just freely exchange ideas and information through FANTASTIC AUTOMOTIVE BLOG SITES like DealerRefresh and Carfeine.com??

Jake Wirth
jakewirth@gmail.com
internetmanager@suzukiofelkhart.com
(574)606-8925

Are other dealers buying your dealer name for keywords in the Search Engines?

It is abolutely fair. If I take the time to learn how to RUN an Internet department and its website, why shouldn't I take advantage of the "sheep" in the group who simply watch things happen, and complain when "their" leads are sniped by a more competent competitor? Is it any different from a customer coming in to your dealership with a newspaper ad from a competitor thinking its yours or asking if you can do the same deal? Is it any different (really) than an aggressive sales person on the point getting the majority of the ups?

Remember: Timid sales people have skinny children.

Great article, Jeff. Very insightful. Will be delving into the Google base deal.

Gerald Hand
Internet Director
Toyota of Irving

Are other dealers buying your dealer name for keywords in the Search Engines?

Trade marks, product names and federally registered marks will only stop advertisers from using them in there ad copy. This practice also known as keyword poaching allows your competitor to buy a company’s name which can be less expensive and better targeted than campaigns that use general terms such as “Mercedes Dealer”.

Unethical or not, Google, Overture and MSN allow it even after several lawsuits. One notable suit on topic was Geico vs. Google in which Federal Judge Leonie Brinkema rejected Geico’s claim that argued that Google should not be allowed to sell ads to rival insurance companies that appear when Geico’s name is typed into a Google search box due to possible confusion for customers and that it illegally exploits Geico’s investment of hundreds of millions of dollars in its brand.

In granting Google’s motion for summary judgment on this case Brinkema said…"There is no evidence that that activity alone causes confusion".

My question to readers is this… If your competitor is purchasing your company name at costs much lower than normal market value, shouldn’t you in some way help out the rise in keyword cost and purchase your own company name in the search?

Natural rankings on your company’s name are great but when this issue pops up it is the visibility of both Natural and sponsored that win the game.

Chad Long
Managing Partner
AutoONE Media LLC

Are other dealers buying your dealer name for keywords in the Search Engines?

I agree Jeff...what's the difference? But...

I think the real shame is that the majority of dealerships aren't paying attention to the simple fundamentals of natural search results. It's not difficult to master and the average store can spend less than an hour per month getting that job done. Until the dealership takes the time to get ahead of the curve, companies like Yahoo and Dealix (a cobalt company right?) will continue to generate leads by bidding on the dealership name or paying sites that are able to outrank the dealer in natural search results.

Aren't some of these same companies out there hawking PPC campaigns to dealers now?

So let me see if I understand. A dealership pays a monthly fee for a website that utilizes fundamentally flawed techniques (as it relates to natural search engine results) like frames. Then they come back and pitch you on PPC services..'cause, well, nobody can find you. All the while they are selling leads from people looking for you, to your competitor across town because you don't have an agreement with their lead generation division?

The only thing that would sweeten that honeypot is if you could get the manufacturers to pitch it to the dealers for you! But nobody could pull that one off.... could they?

Larry

Are other dealers buying your dealer name for keywords in the Search Engines?

I don't think it is negative for a competitor to do this unless your dealership name is something unique. The problem with dealerships that are named "Town Name" "Make", for instance Frisco Honda or something like that is users will type those keywords into the search engine looking for Honda's in Frisco. I believe local search is very important for dealers to invest time in as many individuals will make those types of searches.

From my reports, I do notice a lot of users will type in the name of a dealership in the search engine. You want to be the #1 natural search result for those, as people will click on that result.

I hope every dealership has filled out information on Google, MSN, Yahoo etc.. with their local information. For Instance, Yahoo will place 3 local ads(actually Information) at the top of the search that contains a locale.

Are other dealers buying your dealer name for keywords in the Search Engines?

Well one thing good that is going for your dealership is the #1 spot in lcoal search results. I'm of opinion that down the road local listings is what's really going to count. Specially once Google base gets fully integrated into it.

Also If I find that AdWords or Overture(yahoo) is getting pretty competitive... I bump up the minimums on the other networks... like Miva, Ah-Ha, Search123... etc.

Are other dealers buying your dealer name for keywords in the Search Engines?

I run into this all the time. Best thing to do is trademark your name…then you can protect it online. I was able to get yahoo to block anyone from buying Sunnyvale Ford for a while, they apparently have stopped blocking it because I see 3 or 4 vendors buying it right now. Google wouldn’t block it without a trademark.

I’m in the process of trade marking Sunnyvale Ford.

Bill Benak
BDC/Internet Director
Sunnyvale Ford

Four Ways to Improve Your Dealership Website

"...We have added a picture of the sales person who is sending the email ..."

That's a good idea!

For those of us that are working with a larger staff, Here's an idea that I'm just beginning to develop.


We all know how customers like to mystery shop AND we all know how they dislike the haggling, I'm building a method where we can get the customer to show themselves by picking a rep that they'd like to deal with.

Customers like to choose their cars, why not their reps? I'm doing a total makeover on our site, it's about 2-4weeks out and I'll be adding this feature into it.

I'll keep you posted on weather shoppers like to choose a rep.
JP

Four Ways to Improve Your Dealership Website

Great Basic Structure Jeff, I think the positive externalities that these 4 points share really can improve the Internet Operation of ANY Dealership! I am a one-man-show Internet Manager at a Suzuki Dealership in Indiana and average 23% of our Dealerships Monthly Pre-Owned Sales and 20% of the New & Pre-Owned Combined Sales. I pay close attention to Jeff and the Advice on this site, GREAT STUFF Jeff (you make me money every day)!!

1. Phone number placement throughout the site:
I have increased my call volume by including a Watermarked Logo, My Name and Contact Number on EVERY Photo I post through AutoTrader, Cars.com, our Rooftop Website and Email Correspondence w/ prospects! This can be done with a product Jeff has posted here on DealerRefresh, it's called FastStone Photo Resizer.

2. Update your specials:
I Agree with Jeff here!! Often the Specials Page can be one of the most Visitied Pages!! (Especially by local shoppers), Be sure to utililize all the Specials availble to you (ie. New, Pre-Owned, Parts, Service).

3. Pricing - have some sort of pricing on your site:
I have heard from AutoTrader and Cars.com Rep's alike that when consumers dont see a price, the vehicle "....must COST too much!" Is that the impression you want to leave? Why not give EVERY consumer ALL the Information they need to make a well-informed buying decision!!

4. Multiple photos:
This is a gimme! Everyone knows that the more emotion you create during a prospect's "shopping" stage, the better chance you have to be contacted. How is this done? QUALITY photos(at least 9-12 of em') of every vehicle!!

Hope this helps reinforce some of the points Jeff made in his article. This site is really a GREAT resource for Internet Managers/Directors to stay informed about the ever changing world of Online Automotive Marketing.

Jake Wirth
internetmanager@suzukiofelkhart.com
(574)606-8925

Four Ways to Improve Your Dealership Website

Good Day Jeff;

Absolute superstars will become par for the course in the very near retail automotive future. I commend you for being a professional in the trade, and extend to you every measure of support I might have the ability or resources to provide.

Concerning your article, the four "Key Elements" are good. However, the most pivotal aspect of what you do (and what every other top performing AIM Professional™ does) is knowing your target. Indeed, there are myriad approaches and techniques out there that will add value to a dealership-based web interface. Making a website more visually appealing is a plus, especially when the focus of that appeal is the inventory (and second best, the professional staff). Outstanding placement of an INSTANT contact number is also a grand idea. Pricing and Specials are relative. In some instances, one may defeat the purpose of the other - but, definitely, at least one of these elements has its place among most auto dealer websites.

What I sometimes read for is what has not been written. And, being that I learned early in my years to understand the value of Proverbs, I know man does sharpen man. I consider ours a very fine and visionary fraternity. And, with those sentiments, this advice on bettering an automotive web presence…

A properly placed ad is the most important step. An effective message is the second most important step. Then, the photos, and navigation, and pricing, and so forth and so on... This is the Internet Sales approach of Champions. Think of the best online retailers of automobiles. They have each invested serious resources into a marketing media that is still an adolescent, at best. However, you will find throughout each of these leading retailers' sites a consistent strategy and marketing approach. Why in the world would a place like Kellogg, ID be home to the greatest e-dealer operation known to WARDS? Simple answer; because David Smith and company market well to particular and specific audiences or targets.

As I am pressed for time at the moment, I cannot delve as deep into the subject as I would have liked to at first. But, do take into account this industry fact - the Internet is the quickest, most responsive guide to the universe for the hungriest AIM Professionals™, and provides an interactive haven for buyers who know that it is the sales professional who is the most eager to sell any automobile - the dealer's check is going to be the same at the end of the year regardless. And, therefore, the best approach to the Internet marketing media is to get it in front of the two parties who have the greatest interest invested in the idea of bringing a business transaction on a particular automobile at a particular dealership to fruition on a particular day (most notably - today).

The absolute best way to improve dealer websites is to put them into the hands of the most resolute professionals. This is the fastest changing dynamic of our industry. People - your gift Jeff, and the greatest attribute you bring to your dealer organization, whether through a timely mail piece, an on air radio or television interview, or the articles you prepare and have published. The Internet is another tool to be added to your repertoire, and it will provide a platform upon which reciprocal excellence may be performed.

Your Auto Buyer Consultant,

D. Ramonte Rawls, President
Auto Buyer Consultants
770.507.5733 Office
404.403.7476 Mobile
EA: DRawls@AutoBuyerConsultants.net
WA: www.AutoBuyerConsultants.net
"The Future of the Largest Automotive Market Place..."

Four Ways to Improve Your Dealership Website

I have just found this site because of the article. So many ideas I cannot empliment them all at once. You had also mentioned elsewhere on this site about posting a picture of the vehicle in the email response. We have gone a step further. We have added a picture of the sales person who is sending the email and maps to find the dealership. We believe this will help eleviate skating within our dealership and prevent the customer from going to the wrong dealership.

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