Last Modified: July 21, 2023

Written By: Margaret Henney

|Published Date: July 22, 2023|5 min read

FQR Meaning: What is an FQR anyway?

Car service advisor checking conversation with a customervia Covideo on a tablet in a car dealership
In the automotive industry, an FQR - or first quality response - refers to a prompt and effective resolution of a customer's question, concern or issue. It involves addressing the problem or complaint in a satisfactory manner during the first interaction with the customer, minimizing the need for further follow-up or escalation.A first quality response aims to provide the customer with a positive experience by acknowledging their concern, understanding the issue, and taking appropriate actions to rectify the situation. This may involve offering repairs, replacements, refunds, or any other suitable resolution that aligns with the customer's expectations and the manufacturer's policies.By ensuring a first quality response, automotive companies demonstrate their commitment to customer satisfaction and maintaining high-quality standards. Timely and effective resolution of issues can help build trust and loyalty among customers, ultimately contributing to a positive brand reputation and long-term success in the industry.

What are some best practices to follow when sending a first quality response to a lead?

When sending a first quality response to a lead in the automotive industry, it's important to follow certain best practices to make a positive impression and increase the chances of converting the lead into a customer. Here are some key practices to consider:

1. Promptness

Respond to the lead as soon as possible, preferably within 5 minutes and certainly within 24 hours. Quick response times demonstrate your commitment and professionalism.
Timetoreply found that "Responding to inbound sales leads within five minutes makes it 100x more likely that you’ll convert that lead into a sale."

2. Personalization

Tailor your response to the lead's specific needs and inquiries. Address them by name and reference any relevant details they provided. Personalization shows that you value their individual requirements. Take personalization to the next level by sending a video as your FQR.

3. Clarity and Conciseness

Ensure your response is clear, concise, and easy to understand. Avoid jargon or technical terms that the lead may not be familiar with. Use a friendly and professional tone.

4. Answer Questions Fully

Address all the lead's questions and concerns in detail. Provide accurate information about the vehicles, features, pricing, financing options, or any other relevant details they inquire about. Be transparent and honest.

5. Highlight Unique Selling Points

Emphasize the key benefits and unique features of your vehicles or dealership that differentiate you from competitors. Showcase why choosing your brand or dealership would be advantageous for the lead.

6. Provide Additional Resources

Offer additional resources, such as brochures, spec sheets, or links to relevant web pages like the relevant VDP, to help the lead make an informed decision. This demonstrates your willingness to assist and provide comprehensive information.

7. Call to Action

Encourage the lead to take the next step by inviting them to schedule a test drive, visit your dealership, or request further information. Include clear contact information and make it easy for them to reach out to you.

8. Follow-Up Plan

Outline your follow-up plan in the response, indicating when and how you will be contacting them again. This shows your commitment to ongoing communication and helps keep the lead engaged.

9. Professional Appearance

Ensure that your response is well-formatted, free of grammatical errors, and visually appealing. Use a professional email signature and include your contact information for easy reference.

10. Timely Follow-Up

As part of your commitment to customer service, make sure to follow up as promised in your initial response. This reinforces your reliability and dedication to the lead's needs.By following these best practices, you can provide a first quality response that is personalized, informative, and engaging, increasing the likelihood of converting the lead into a satisfied customer.

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