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Old 01-30-2013, 10:17 AM   #1
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Arrow RV Internet Experience

I'm not sure if this is the right place and I hope it's okay as a dealer to ask some questions. We carry a lot of Forest River product. I personally really like the Prime Time line. We just started to carry it.

I'm the internet development person at our dealership and I have some questions for the RV community.

Obviously as a dealer we have to sell in order to stay in business, so I'm always looking for a better way to reach our customers in the best way possible with out "being in your face." We send out newsletters, maintain website, do Craigslist, Facebook, twitter, Pinterest and other things.

My questions is what makes the best web experience for you, the customer? What turns you off? What gets your attention? Is advertising "lifestyle" or "sales" more important to you? What kind of pictures do you like? Do you read the descriptions or just look at pictures? What are the most important details to you, the customer? How likely are to to contact the dealership through the website? Do you like the "Sales Price" to be shown or would you rather call and ask? Do you like Walk Through Videos? How likely are you to review a company through Yelp or Google + after a good or bad experience? How likely are you to go find your dealership on Facebook and Twitter and follow them after buying from them? If there was a way to do "Live Chat" would you participate?



I always try to do different things with our website, but I don't every get feed back on whether or not they are working.

I would love it if the RV community would give me feed back on our website on how to improve and perhaps information from this thread could help RV dealership become better by getting valuable feed back from customer.

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Old 01-30-2013, 10:24 AM   #2
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Thanks for asking. I see a lot of dealer websites that have many photos of the units but no floorplan. I usually have a hard time getting the big picture unless I can combine the floorplan with the actual photos. I have also seen video walkthroughs that I thought were helpful. I also like seeing the sales price so I won't be wasting time investigating something I might now be able to afford.
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Old 01-30-2013, 10:31 AM   #3
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@mjones12

Thanks for your reply.

Many dealerships use a third party website. For most of the models, they have the floor plan preloaded, but obviously many of the pre-owned units and some of the newest one's aren't there. That's something that I can probably find on my own though and we can improve.

One reason I ask about the "Sale Price" is that even though we put that price in, it's obviously negotiable. So even though you see a "sale price" it would probably end up being less. I think that's how a lot of dealerships work. Perhaps that why many people don't like "sales" at times. lol

Thanks for your feed back! I really appreciate you taking the time to answer.
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Old 01-30-2013, 10:32 AM   #4
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I agree with mjones. I want to see at least the 'sticker' price of the unit and a floor plan. The more pictures of the ACTUAL unit you are selling (not just 'stock' photos), the better. A video walkthrough is icing on the cake. Definately need the dry and gross weights of the unit. A count of how many people the unit can sleep is nice as well.

We just upgraded our TT last summer, and the website was THE deciding factor between the several dealers in our area. The dealer we went with had all the things above on their website. The couple that we didn't either didn't list all their inventory on line, or if they did, didn't list the additional details that allowed us to know what was right for us.

I'd consider us the typical family-aged RV buyer - husband and wife in early 40s, 4 kids. We've bought our last several cars as well as our two TT's owned so far by starting online and looking through dealer inventory there, and only showed up at the dealership to narrow down our selection between a couple of choices and then make the final deal.

If I've got to call you to find out the basics of what I need to know about the unit, then I'm moving on to the next dealer, frankly.

I also like getting the newsletters from our dealer through email. Actually, it was their newsletter announcing their end of clearance sale that led to us making the move late last summer to do our trade. I don't want to bombarded every 5 minutes, but an email every month or two letting me know what's going on, what's new and what's on sale, coupon for service, etc I do like.
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Old 01-30-2013, 10:33 AM   #5
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Pictures catch my attention first , vidio walkthroughs are good, something[anything] advertized with no price, don't expect a call from me, not going to happen.
Facebook,twitter, pinderest save yourself the time for something useful. If I'm searching Craigslist or Kijiji and I find what I want, Pictures, discription and price for parts [new and used] and brand of parts is the way you'll get my attention, when I'm shopping online
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Old 01-30-2013, 10:39 AM   #6
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Quote:
Originally Posted by bjesparza1988 View Post
I'm not sure if this is the right place and I hope it's okay as a dealer to ask some questions. We carry a lot of Forest River product. I personally really like the Prime Time line. We just started to carry it.

I'm the internet development person at our dealership and I have some questions for the RV community.

Obviously as a dealer we have to sell in order to stay in business, so I'm always looking for a better way to reach our customers in the best way possible with out "being in your face." We send out newsletters, maintain website, do Craigslist, Facebook, twitter, Pinterest and other things.

My questions is what makes the best web experience for you, the customer? Details about the product and pictures What turns you off? Many websites use photo's that do not even match the model What gets your attention? Details about the trailer like weights and specifications Is advertising "lifestyle" or "sales" more important to you? What kind of pictures do you like? More the better Do you read the descriptions or just look at pictures? Read the description What are the most important details to you, the customer? How likely are to to contact the dealership through the website? Very likely - I prefer to communicate through emails Do you like the "Sales Price" to be shown or would you rather call and ask? Sale prices Do you like Walk Through Videos? Yes How likely are you to review a company through Yelp or Google + after a good or bad experience? I have from really bad service. How likely are you to go find your dealership on Facebook and Twitter and follow them after buying from them? Not likely If there was a way to do "Live Chat" would you participate? No and I hate those pop ups to chat



I always try to do different things with our website, but I don't every get feed back on whether or not they are working.

I would love it if the RV community would give me feed back on our website on how to improve and perhaps information from this thread could help RV dealership become better by getting valuable feed back from customer.

Good Luck!
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Old 01-30-2013, 10:40 AM   #7
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How about pics of the underside, axles, tire brand and the hitch ball required.
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Old 01-30-2013, 10:41 AM   #8
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Although we factory ordered a new FR product just last year I still cruise the internet looking at campers. Hey, it's winter in Wisconsin. I noticed that some pics seem to be stretched giving a false sense of space/size. It's kinda obvious when a recliner looks as wide as it does tall. Real pics tell the real story. I prefer to go thru the pics instead of a walk thru video. Including the Sale $ lets me know the dealer is up front enough from the getgo. Also include a pic or two of the dealers service dept. Pics of the sales staff are nice to associate a name with a face.
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Old 01-30-2013, 11:28 AM   #9
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Measurements.

Probably 75% of the internet listings we looked at when were shopping did not have measurements of length. I routinely left a dealer's site after finding the first 2-3 without a length.

We're a measurement driven buyer - we have a 34' 11" RV bay in our garage. So that's the first hurdle to whether I'm even interested. No measurement, no interest.
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Old 01-30-2013, 11:31 AM   #10
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Are you more concerned about overall length (tongue to bumper) or interior length?
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