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Top 7 reasons why shoppers will not respond to Facebook Marketplace sellers

David Mortaz

CEO, Binge.Ai Corp

I routinely spot questions from frustrated Facebook Marketplace sellers wondering why Shoppers are not responding to their attempts to reach them.   These posts often appears on other social media platforms such as Quora.

In fact, one post was wondering if the shoppers are ‘flakes’ or ‘no shows’!   It’s starting the obvious that there are massive number of fake accounts given the sheer size of the Facebook Marketplace users which has top 2 billion. 

 

 

Attitude

Attitude goes a long way to success of your connections with buyers.  After all you are leaving a lasting 1st impression that could kill or improve your change of closing the transaction.   

We coach your clients Product Specialist to be positive even at the face of repeated questions.   One of them had responded to the 2nd question on financing a Car Purchase with “I don’t know, I am NOT a bank”!? 

Your guess is as good as ours how that conversation ended and there was no chance of saving that sales.

Too Slow to Respond

If you are not able to respond to Shopper’s inquiries from Facebook Marketplace within few minutes, the shopper would be long gone.  When dealing with online marketplaces, no one has well tested patience.  

These shopper are searching for a specific Model and have probably messaged a few other Sellers as well.    The sooner you engage these Shopper with relevant content, the better your opportunity to engage them.

 

 

High Price 

Cars that are overpriced will not attract shoppers.  So if your prices are higher than similar items on Facebook Marketplace, you are leaving no reason for the shopper who had reached you to continue with the conversation. 

Price competition is integral part of a Marketplace and if you do not plan to be competitive in pricing, your long term success in a large marketplace like Facebook will be hard.

In case of Automotive Vertical, Facebook displays the Kelly Blue Book value of the car.  So car shoppers can easily tell if a specific is over-priced or not. 

 

Poor Engagement

Just responding “Ya” to the question about “is this still available”, does not appear to be an invitation to a conversation about the item you are selling.

 People love stories, so share your experience with the item you are selling and why you are looking for a new home for it.

Give the buyers more than what they are asking for and invite them to ask questions by offering to answer all their questions.

 In our case, when car shoppers ask ANY question, we publish 8 photos and history of the car  along with answering their questions with our Ai Assistant.

Safety Concerns

Suggest and agree to meet in a public and safe place like a Bank Lobby. They are very easy to find and if the transaction is cash, you can deposit the funds to make sure the bills are NOT printed on an HP printer.

If you do not feel comfortable meeting the other party alone, take someone with you.  There is strength in numbers.

 

  

No Live Chat

You must offer Live Chat option with a member of the Sales Team at the dealership who can provide reliable information to the Car Shopper.   

Also, keep track of how quickly your team responds to Live Chat requests and develop an esclatoin protocol to route these request if the designated Reps are not responding within 3-5 minutes.

 

Reminders 

If buyer expresses an interest in meeting you, offer them the Calendar option from Facebook Messenger and trigger the reminder after getting their consent. 

Send them a reminder a day before your meeting time and one more within an hour to make sure you will not be left stranded.  

 

 

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Ai Assistants for Automotive

Digital Marketing

Top 5 mistakes to avoid with Facebook Marketplace

David Mortaz

CEO, Binge.Ai Corp

Facebook Marketplace for Automotive category has already made significant inroads among US based Franchise dealers.  More and more dealers are relying on Facebook Marketplace which provide much richer content and engagement options for Car Shoppers.  

With that in mind, I wanted to share Top 5 mistakes to avoid with Facebook Marketplace Shoppers:

 

“Not every hello, leads to a date”

CAROL ROSSI

Engagement:  Imagine walking into Macy’s and asking to try on a suite you saw at the window, only to be told that you should leave your Full Name, Email, Cell Phone and someone will get back to you tomorrow!!   That’s absurd if that’s your engagement model with Facebook Marketplace Shoppers.  

But ironically, that’s how majority of the dealerships are engaging with inquires from Facebook Marketplace!    The Live Agents constantly pepper the Car Shoppers for Email, Cell phone.  

61% of shoppers prefer to do business with brands they can message!  Insisting on terms of engagment that fit your plans vs your Marketplace Shoppers is not a wise move

 

Speed – If you are not able to respond to Shopper’s inquiries from Facebook Marketplace within few seconds, the shopper would be long gone.   

These shopper are searching for a specific Model and have probably messaged a few other Sellers as well.    The sooner you engage these Shopper with relevant content, the better your opportunity to engage them.

 

 

Pricing – Cars that are overpriced will not attract shoppers.  So if your dealership is focused on Gross Margins, then you might want to consider a different strategy for Facebook Marketplace listings. 

VIN decoding is an integral part of Facebook Marketplace which results in displaying the Car’s Features along with Kelly Blue Book Value.  If majority of your inventory is shown over-priced, it would not appeal to In-Market Shoppers despite the fact that you might be willing to negotiate aggressively.

 

Product Specialist  –   We recommend using Product Specialists when engaging with Car Shoppers.  Sales and Management Titles are far too intimidating at these early stages of engagement where the Car Shopper just wants to know if the car is available.  So avoid using them with Facebook Marketplace Car shoppers.

 

Live Chat:  You must offer Live Chat option with a member of the Sales Team at the dealership who can provide reliable information to the Car Shopper.   

Also, keep track of how quickly your team responds to Live Chat requests and develop an esclatoin protocol to route these request if the designated Reps are not responding within 3-5 minutes.

 

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Ai Assistants for Automotive

Digital Marketing

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Facebook can take you to heaven, but there is work invovled

Everyone wants to go to heaven.

Everyone wants to go to heaven.

We have been working with Facebook Ads in B2C verticals where our clients include Automotive, Cosmetics and Hospitality sectors.  Each client has unique business processes inside their building that makes conversion and follow up of these Facebook ads challenging and existing.   As a lead generation platform, Facebook will indeed help bring the customers to your client’s door, but who will answering the door.

That’s why we wanted to these best practices on Social Media Marketing and Ads that we have now developed to help all B2C companies.  The goal it to help management teams identify the missing resources and processes that will help them succeed with Facebook Marketing.

Here are a few examples of best practices we recommend for Facebook Ads:

Unique Phone Numbers:   Use a unique phone number that will make it easier to measure the success your Facebook campaigns.   For instance, if you are doing Google AdWords to market your Wedding Service at your hotels, assign a unique number to Facebook ads to distinguish where the leads came from.

Use compelling creative:  Without compelling creative, the reach of your ads will be limited and the cost will be higher.   You might need to pay for GettyImages at 1st, but depending on your target audience, the investment might be worth the risk.

Used Video Ads: Facebook Video ads have 30% more consumption that ads with static images. More than a 1 Billion video minutes are being consumed on Facebook every day and the trend is growing.   Our video ads for Automotive sector, are producing buyer leads within hours.  These challenge with the brands is that they are still producing long videos as if it will be consumed on TV!   These ads should be 10-30 seconds long.   Facebook has proven that video consumption drops of f=You should monitor your video Insight to see how much of the videos are being watched and then tailor your future campaigns.

Don’t Convert on a Webpage:  With the advent of to Facebook Lead Ads, you now have the option to convert your leads on Facebook which eliminates the need a browser to be launched.  Another powerful feature of these Ads are that the user’s contact information is auto-populated and released from their Facebook profile which eliminates the need for any data entry.   This makes these ads optimal for conversion where they just have to hit “Submit”.

Unique URLs:   If converting on Facebook is NOT an option, then take the extra step to create unique URLs for each Facebook campaign.  This will make it much simpler for you to determine which campaigns are producing the best results.  It’s a sin to use the same URL for your landing page that you use for all your other campaigns.

Set the right expectations with management:   Our experience with Facebook ads in some of the verticals like Automotive is that marketers are over-promising and under-delivering.  And when the management team is unimpressed with the results, Facebook is the easy target to blame.

Some marketing and advertising companies are branding themselves with bogus grantee offers of car sales if an auto dealer buys their Facebook service!!   This is a dog whistle, that you should avoid at all cost.  After all, as a marketing company we do not control our client’s prices.  How can we commit to certain number of sold cars, if your cars are over-priced for the local market

Evangelize:  Like early days of internet marketing, most of our target audience need education about the mechanics of social engagement and Facebook ads.   Take the time to answer questions about the different types of ads you are recommending and how that content will be shown to potential buyers.  Commit to train ALL the sales and service staff who will be responding to Facebook ads to eliminate the risk of failure due to untrained staff.

Our marketing agreements include training at lest 2 of Sales Reps on social engagement.   We give these reps in-depth view of how the ads are developed and where the contact information comes from.  We also coach these reps about the best engagement models where they can preview the Facebook profiles of the buyers to better understand that buyers needs.  We also cover commitment to price and inventory which has legal implications in most States.

Engage with relevant data:  Gone are the days of auto-ponderers.   They don’t work with Social Media ads. The expectations of your target audience who post questions to your social media ads are that someone well-informed needs to contact them soon.  And that response better contain useful, relevant and engaging information to compel them to take further action.

You need CRM:  With the massive volume of social engagement data that Facebook Ads generate, it’s impossible to manage the follow up without a CRM.  We are are generating more than 3 buyers within a few hours of a Used Car ad campaign.  Without a CRM follow up, you will lose these buyers to your competitors.

In summary, don’t market Facebook as the Silver Bullet that will solve ALL of your customers lead generation problems.  In fact, expect plenty of jockeys who will blame the Facebook horse when they fail to implement the these best practices.  One automotive clients assigned 11 different sales reps to Facebook campaigns in the span of 3 months; only to find out that none of them were willing to follow up with these buyers through their CRM.

We would love to hear how your Social Media Campaigns are doing.

 

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Social media has become one of the biggest frameworks for our political conversations, for better or worse. Left unchecked, it can lend too much power to the opinionated and agenda-pushing.

While platforms like Facebook and Twitter give us new voices to speak out with, they allow us to drown out opposing ideas with dangerous ease. Even within our own circles, social media tends to benefit the extreme voices over the more moderate ones.

What can we do? This We The Voters short film has some ideas. Read things you disagree with, and retweet with care. When everyone can contribute on social media, we all have some responsibility.

Facebook to roll out tech for combating fake stories in its Trending topics

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Following the controversial firing of the editorial team who managed the Trending Topics that appear next to Facebook’s News Feed, the company is now actively working on technology that will help prevent fake news stories from showing up in the Trending section. Similar systems have been rolled out to News Feed in recent months, and now that same technology is making its way to Trending, said Facebook’s News Feed head, Adam Mosseri, at TechCrunch Disrupt SF this morning.

The social network came under attack earlier this year for allegedly suppressing conservative news from appearing in the Trending Topics section. While it was later discovered that this was largely due to individual judgement, not institutional bias, the company took the heavy-handed measure of letting the entire team of Trending Topics news curators go.

Explained Mosseri, Facebook made this decision because “we wanted to be clear – in the wake of a lot of feedback – about our role and the role of people in the Trending product.”

That being said, the remaining product, which is now entirely driven by algorithms, has become much worse, many say. It has even allowed fake news stories to show up as trending topics – something a human-powered editorial team would likely catch.

But Mosseri said it’s not the lack of human editors to blame for the mistakes that led to things like a fake, sensational story about Fox News’ Megyn Kelly to show up in Trending. Instead, he said that’s the sort of problem that could have happened before the change.

“That doesn’t mean it’s okay,” he admitted.

With no more human editors helping to curate what appears in the Trending section, Facebook also believes it will be easier to scale the product to its international users.

One issue with the earlier version of Trending was that the captions that explained the stories were only in English, Mosseri noted.

“A system where we talk about the topic and the number of people speaking about the topic actually scales better internationally,” said Mosseri, “and we care a lot about scaling.”

“We tried to make sure we have one experience that adapts based on people’s usage across the world, and not to have different types of products in different countries – that becomes much more difficult to maintain and execute on,” he added.

Of course, Trending still needs a lot of work. But one of Facebook’s core values is the belief in iteration. While Trending has failed in some fairly significant ways in recent days – including also promoting a false, 9/11 “truther” story – the company plans to upgrade the product by rolling out technology similar to what it uses in News Feed today.

For News Feed, Facebook has developed systems to suppress fake stories, hoaxes and clickbait, and now it plans to roll out the same thing to Trending.

“We’ve actually spent a lot of time on News Feed to reduce [fake stories and hoaxes’] prevalence in the ecosystem,” said Mosseri. “We’re doing now some more similar work in Trending to improve the experience in a similar way.”

That said, the work is far from being complete

“There’s a lot of room for improvement, not only with Trending but also with News Feed,” he said.

Here’s why you should never use Instagram to back up your photos

Here’s why you should never use Instagram to back up your photos

The Piazza Gae Aulenti in Milan, Italy. A photo like this could lose some detail when uploaded to Instagram, even though it's already compressed.The Piazza Gae Aulenti in Milan, Italy. A photo like this could lose some detail when uploaded to Instagram, even though it’s already compressed.

Image: Damon Beres/mashable
Instagram is great for a lot of things — but storing high-quality photographs isn’t one of them.No matter how gorgeous a filtered image looks in your feed, you’ll notice a lot of flaws if you zoom in. That’s because the popular social network heavily compresses posts to make everything load faster in your app.

That’s good news for most, since it makes Instagram boot up quicker and means less waiting around for new content as you scroll deeper into your feed. Most users who just want to look at pretty pictures on their phone probably don’t care that they can’t see every little high-def wrinkle on their friend’s grandpa or Shar-Pei.

But you shouldn’t rely on Instagram to preserve your memories if, say, you want to clear space on your device. Store your photos elsewhere using a service like Google Drive, Dropbox or iCloud, where they can be re-downloaded in all their high-res glory. Once they’re uploaded to a service that will maintain their full size and resolution, delete them from your phone.

What’s the difference, really?

Let’s quickly look at a photograph I took wth my Samsung Galaxy Note 5 during a trip to Milan, Italy. To see how much Instagram compressed my shot, I visited the web version of my post.

Note that I edited the shot before I uploaded using Instagram’s built-in tools, though I didn’t apply a filter. You can probably already tell that something’s up with the image quality: The wooden slats on the side of the building look wobbly or pixelated. It looked fine on my smartphone screen, though.

Digging in a bit deeper, I viewed the page source of the Instagram page, tracked down the relevant, compressed JPG image and saved it to my local hard drive — a fussy way of saying I downloaded the Insta to my computer.

I zoomed in just a bit on it, and things weren’t pretty:

Image: Damon Beres/mashable

As you might expect, the file size of this image was also much smaller than the original photograph — suggesting lower quality.

Meanwhile, the detail is a lot crisper in the full-resolution photograph:

You might say: “Jeez dude, is it really worth stressing over something you really only notice when you zoom in?” I’d say don’t stress — life is short! — but definitely think about it. We don’t know what kind of awesome screens we’ll be working with in a few years, and tiny differences in photo quality could stand out.

Even now, you might appreciate having access to the highest quality version of your photos — for projecting your vacation albums, setting a ridiculously beautiful desktop background, wallpapering your baby’s room with printouts of your safari, or whatever.

The lesson: Share your photos on Instagram. Just don’t back them up there.

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