At Proctor Honda in Tallahassee, Fla., salespeople are expected to respond to Internet leads within 20 minutes. Why? Because online shoppers are receptive for only a few minutes, says Alex Jefferson, e-commerce director for the three-store Proctor Dealerships group. "The closer you can reach them while they're in the right mental state [to listen], the better your chances are of getting them to come in," he says.
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