It’s time for a dealership to get busy when an online customer moves from anonymous shopping to e-mailing identifying information such as name and telephone number. That means they are going from surfer to serious shopper. In that case, it’s time for a dealership to react – and quickly, says John Fulcher, senior manager of American Honda Motor Co. Inc.’s e-business division. “They want a response fast,” he says of consumers who have shown through online actions that they are in the ...

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