Internet Lead Routed to Lead Management Tool. Auto Responses sent to customer and schedule generated

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Jewel Nelson
10 years ago
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1 Best Practice Internet Process Internet Lead Routed to Lead Management Tool Auto Responses sent to customer and schedule generated Crosscheck customer in CRM tool / ConsumerTRAC Personalized - First Quality Response Utilizes best practice templates ( Key Drivers) Sent hour or less Direct Contact Price Quote Confirm Availability Genuine Interest Multiple Contacts Immediate phone call utilizing script Visit Showroom (See Showed Appointment Process) Unsold Sold Follow Unsold Follow-up process Used scrip t No appointment or unable to contact Set appointment Made call - 0 Day Process 0 nd day and th day and th day and 0th day and Bulk every 0 days through 0 0th day and 0th day and 0th day and Score: of Quarterly newsletter Posters_Portrait.indd /0/0 ::0 AM

2 Customized Internet Process 0 Score: of Posters_Portrait.indd /0/0 :: AM

3 Best Practice Inbound Phone Process Receptionist routes calls to specific person / department Script is used to respond to inbound call Captures customer data including Customer name Customer phone () Customer Equipment and options Offer alternatives Current vehicle Likes / dislikes Trade-in Model availability Appointment details Source Item of interest Set appointment Visit Showroom (See Showed Appointment Process) Sold No appointment *Send if address available Unsold (See Unsold Follow-up process) 0 nd day * and th day * and th day * and 0th day * and Bulk * every 0 days through 0 0th day * and 0th day * and 0th day * and Score: of Quarterly newsletter Posters_Portrait.indd /0/0 :: AM

4 Customized Inbound Phone Process 0 Score: of Posters_Portrait.indd /0/0 ::0 AM

5 Best Practice ConsumerTRAC Process Establish ConsumerTRAC Budget Top Priority Set up Auto-fulfill Handraisers Download ConsumerTRAC list Enter list into CRM tool Cleanse data against Do Not lists Process in place to get permission to contact DNC customers Crosscheck customers against other processes Send a dealership-generated targeted mail piece Follow-up phone call Made call Broadcast Virtual Center In-House 0 Use script Appointment made Follow Showed Appointment Process No appointment Ongoing customer-driven follow-up Ask for other opportunities No contact made Next day call rd day call Score: of Begin again in 0 days Posters_Portrait.indd /0/0 :: AM

6 Customized ConsumerTRAC Process 0 Score: of Posters_Portrait.indd /0/0 :: AM

7 Best Practice Showroom Data Collection Process Professionally greet customer Collect customer information including Customer name Customer phone () Customer Customer address Vehicle request - year Vehicle request - model Vehicle request - stock # Guest source Advertising source Log customer information (electronic / manual) Manual Electronic Enter into CRM tool Sold Follow-up Unsold Follow-up Score: of Posters_Portrait.indd /0/0 :: AM

8 Customized Showroom Data Collection Process Score: of Posters_Portrait.indd /0/0 :: AM

9 Best Practice Unsold Follow-up Process Enter all unsold customer data into CRM tool nd day * and th day * and th day * and 0th day * and Bulk * every 0 days through 0 0th day * and 0th day * and 0th day * and 0 Quarterly newsletter If appointment is set Score: of Visit Showroom (See Showed Appointment Process) * Send if address is available Posters_Portrait.indd /0/0 ::0 AM

10 Customized Unsold Follow-up Process 0 Score: of Posters_Portrait.indd 0 /0/0 :: AM

11 Best Practice Showed Appointment Process Appointment set with manager (In-house / VBDC Hot Fax) Staff confirms appointment Appointment information entered into CRM tool Huddle Sheet / Hot Fax reviewed the morning of the appointment Customer information added to Welcome Board Pre-select Vehicle(s) Pre-selected vehicle Vehicle clean Parked in front Appointment does not Show Appointment Shows Greeter notifies Sales Manager of customer arrival and introduces customer to Sales Manager Sales Manager turns customer over to Sales Rep Staff contacts customer to reschedule Follow Showed Appointment Process Sales Rep reviews lead information with customer Unsold 0 Sold Follow Unsold Follow-up process Score: of Posters_Portrait.indd /0/0 ::0 AM

12 Customized Showed Appointment Process 0 Score: of Posters_Portrait.indd /0/0 :: AM

DEALER LEAD MANAGEMENT. LEADS: How Far Down the Purchase Funnel? THE PURCHASE FUNNEL. Future Prospects. 91 180 Days. Prospects. 31 90 Days.

DEALER LEAD MANAGEMENT. LEADS: How Far Down the Purchase Funnel? THE PURCHASE FUNNEL. Future Prospects. 91 180 Days. Prospects. 31 90 Days. THE PURCHASE FUNNEL LEADS: How Far Down the Purchase Funnel? Future Prospects 91 180 Days Prospects 31 90 Days Leads 11 30 Days Hot Leads Deals 0 10 Days 2-180 DAY FOLLOW-UP PROCESS TIMELINE 2-180 DAY