Lead Handling
When a lead comes in, what do you read?
What is a "Raw Lead"
“No problem at all — we can absolutely text. Sometimes a quick 5-minute call can save a lot of back-and-forth and make things easier for you. What’s the best number in case I need to reach you quickly?”
What is "I only want to text"
This must immediately be sent after setting an appointment?
What is a calendar invite
If it’s not documented in the CRM, management assumes this.
What is it didn’t happen?
What days are required for email blasts?
What are Monday and Friday?
How many touchpoints per day are required during the first 7 days?
What is call, text & email twice a day per day?
"I completely understand. Most customers start here before narrowing things down. What caught your attention about this vehicle?"
What is "I'm Just Looking"
Name 4 things that must be included in the appointment confirmation email
What is appointment day, time, vehicle of interest and dealership address
These should be updated after every customer interaction.
What are CRM Notes
What type of content should Monday blasts focus on?
What are weekly specials/current incentives/fresh inventory?
This is the minimum daily outbound call expectation
What is 100 calls per day
“Absolutely, and I can help with that. Most customers find it easier and faster once we narrow down exactly which vehicle and equipment fits best. When can you stop in for a quick 15-minute visit?”
What is "Just give me your best price"
The three required reminders the day before an appointment?
What are a phone call, text message and email
Managers are responsible for these 4 things regarding unsold customers.
What are:
What should Friday blasts focus on?
What are weekend specials, urgency, and appointment setting?
The two most important things during the first 7 days of a lead lifecycle?
What are consistency and urgency
“That makes complete sense — most customers do. The reason people still come in is because inventory, condition, trade values, and numbers can vary a lot in person. Let’s lock in a quick time so you can compare everything accurately.”
What is "I'm getting prices from multiple dealerships"
The call made on Wednesday prior to the Saturday appointment
What is mid-week confirmation
A customer responding “stop” to texts usually means this process failed.
What is proper communication strategy/frequency?
How far back should blast audiences include prior leads?
What is the last 90 days?
A customers identifiers in every first email that went out.
What is customers name, dealership name, vehicle of interest, lead source, CTA, and comments/questions.
“I understand completely. The challenge is that there are usually a few details that affect final numbers trade, rebates, equipment, lender approvals, things like that. What we CAN do is get most of the heavy lifting handled before you arrive so your visit is quick and efficient.”
What is "I don't want to come in until everything is done first"
The outreach designed to re-engage a customer and save the sale after a visit
What is unsold follow-up
This is the biggest danger of poor CRM notes.
What is lost opportunities or poor customer experience?
What additional follow-up is required after every email blast?
What is a phone call and text to every customer blasted?