Phone Ups/Inbound Calls
What information should we collect IMMEDIATELY before giving the customer any information?
Name and Number
What should we do prior to inviting the customer into the dealership?
Build Rapport and answer questions See how they heard about us See if they want to submit a credit app to get a head start
What is the ONLY kind of OB call that we do NOT document in the CRM?
CNN - Over max attempts
On what attempt do we respond to lead comments?
The first attempt
When do we send an email/text?
The CRM
A customer questions if we have a 2016 Toyota Camry still available on our lot, you look - the vehicle is NOT there - do we add them to the CRM?
Yes
Regardless of the dealership, when should we try to schedule the customer to come in?
Today or Tomorrow
Where do we document our calls?
In DGA as well as the CRM
If there is a lead comment, what do we customize?
Voicemail/Email/Text
How do we contact leads with no number?
What should we ask the customer to find out which lead sources gather the most appointments for the dealership?
Where they heard about our dealership
If you are unable to answer the customers questions, what should you do prior to disconnecting?
Transfer over to the dealership
Do we document unique calls such as, dead air or a prank call, in the CRM? What about DGA?
We document every call in DGA and the CRM
Where can we find lead comments?
In the Customer Comments section on the script
When selecting an email template, what should we look out for?
What type of call/What attempt
Customer needs to know when his plates are coming in on the vehicle she just bought - do we add them into the CRM?
The customer should already be there, so, no.
When documenting an appointment, what do we need to notate for a customer's trade in?
Year, Make, Model, and Mileage - 3 M's and a Y!
How would we document an IB prank call or dead air in a CRM?
We would not, unfortunately we can only add a customer into the CRM when there is an opportunity for a sale which requires a name and number.
Do we have to call over to the dealership to confirm questions customer's may have asked or search the website?
No, we just want to acknowledge. If the customer responds, our back office team will reach out and do the research!
What do you do if a customer has no VOI?
Send the corresponding NO VOI template!
What should we do in the CRM immediately after collecting a name and number/prior to ADDING a customer?
Search them first- we do not want to enter in duplicates!
Who do we assign appointments to in the CRM?
Whoever the CRM instructions indicates- it is NOT always the friendly name!
How does documenting your call in the CRM help maintain communication with the dealership?
Documenting our calls is the only way we speak with the different dealerships! By documenting the end result of our calls we are letting the dealership know 1. If we have communicated with the customer and if we did, if we were able to schedule, and what the customer's objections were!
If a customer does answer the phone, how can a lead comment help us?
We can answer the customer's question! This will help us build rapport with the customer to maximize our chances of securing the appointment
Why is choosing the correct template crucial?
We never want to send the same message 2x, and also to be sure we are contacting the customer about a subject that they are interested in!