Salesforce Queues
Customer said "hello" and then hangs up...what do you do and say?
CALL BACK, Say "im sorry I think we got disconnected"
TEXT if they still do not answer.
Where can you find out the total number of appointments you have made this month?
Dashboard - Appointments CREATED this month report.
What is the COMPANY goal for Set, Show and Sold %?
40% Set
60 % Shown
50% Sold
What is the first 2 things you do when you get here for work?
Clock in, Set your daily goal on the board
How many customer contacts should you have if your working Call Again Day 3 queue and what types?
3 - A call, Text and an Email
Customer asks, "What can you give me for my trade?"
You will receive the very best trade value by coming in to meet with one of our trade specialists to go over your unit. Without us being able to see, smell and touch your trade we wouldn't be able to give you that best value price. Do mornings or afternoons work best for you to come out and see our inventory and get that trade appraised?
Where can you go to ask for tips or questions from your peers?
National Sales Call Center Group Page
What team is in the lead this month on show % (ACC, CCC, HCC)?
1st HCC with 43.7%
2nd is ACC 41.9%
Last is CCC 40.5%
What 3 things MUST you do before you leave for your shift?
1. convert all customers to opportunities
2. update goal board (tallies and call volume for the day)
3. clock out
If you are are working at 3pm what Queues need to be consistently worked?
Call now, 10+ and 2 day no activity
Customer asks "Whats the out the door price?"
It's not in your best interest for me to give you an out the door price as there are many factors that go into it. The best option right now would be for us to schedule you an appointment to come see that camper and we can get you that very best pricing. Do mornings or afternoons work best for you?
Where can you find your mystery shopper audits?
BDC central - Mystery shops.
Who is currently our TOP 3 performers MTD on the Matrix in order?
Jason Lee
Susan Mcdonald
Joshua Weldt
What should you do if a dealership team member gets feisty with you over chatter?
Chatter britt no context to chatter needed just @brittany hughes
If there are leads in multiple lead queues (example in call now AND 10+) what lead should you take first if you have the cup?
The oldest timer lead
Customer asks "Will you accept my offer of X Dollars?"
Our Sales Managers are accepting every reasonable offer but its not in your best interest for me to tell you if your offer is currently reasonable for this exact camper. What would be best if for us to schedule you an appointment where we can discuss things like trades, financing, down payment etc. I want to ensure we are able to get you the very best price, do mornings or afternoons work best for you?
What do the following asset statuses mean?
FS, SA, A, AO, C,
FS = Final Sale
SA = Sold Available (same as deposit received)
A = Available
AO = Available to Order
C = Consignment
How many CALLS should you have logged in the activities report monthly (pending you work full time and a average 21 work day month)
100 calls per day (50 calls, 50 texts) x 21 shifts = 2,100 calls per month recorded
If you are working a CALL NOW lead, what 3 process pieces must you accomplish to PASS a BDC central process audit?
Call FIRST (within 30 minutes)
Email Second (within 30 minutes)
Call AGAIN day 1
If you are working in 2 day no activity do you put your name in the war room sales person field?
No
Customer submits lead on SA camper, what do you say?
I see that your looking at the 2018 thor, at this time this camper does have a customer who has put a good faith deposit on it, that could potentially fall through. We also have a LARGE variety of inventory, i would love to schedule you an appointment to come see this camper and our other inventory ASAP! Do mornings or afternoons work best for you?
What 5 things must be included in your email template to pass a BDC central audit
1. you must include specific camper 2. you must provide a value statement on specific customer 3. you must include value statement for dealership
4. you must include price savings offer (urgency) 5. you must invite customer to come to dealership (ask for the appointment)
What team had the most activities/ person average in the month of August? September?
In August = ACC with 3k/ person average
In September = ACC with 2600/ person average
in comparison we have
in august = 2700/person average
in September = 2k/ person average
What 5 things must you do BEFORE you call a customer?
Put your name in the WarRoom Sales Person field
Check for duplicates
Read the lead message in details section
Check stock status (SA, FS)
SMILE AND CALL