Stages
Are customer advisors expected to change stages themselves?
Whats the first step in the sales funnel?
Awareness
When should you follow up with a no-show appointment?
ASAP
What is the very first step in the preparation process for an Unqualified test drive?
Assigning yourself as a Customer Advisor
What's the first thing you need to verify when your customer arrives for a test drive?
Valid Driver's License
Who gets the lead moved to "Customer Qualified" for Customer Advisors?
LDR
What portions of the funnel does the LDR team deal with?
Interest and Intent
When do you know it's time to follow up with a customer?
When the task pops up in Hubspot
Where would you check for damage/hotspots prior to a customer arriving?
VDP
Which channel in Slack would you message to check for stipulations?
#finops-support
At what stage does a Customer Advisor usually take over in Hubspot?
Customer Qualified
What portion of the funnel does F&I (PA Team) deal with?
Purchase
What system is in place in hubspot that allows you to better organize your assigned customers to help you follow up?
Task System
What are the two playbooks you'll be primarily using?
LDR Qualification & Delivery Escalation
When is the delivery escalation playbook used?
Post TD, when a customer decides they want to move forward with the purchase
Although it's not an official stage in Hubspot, what action/step is extremely important for a Customer Advisor to complete?
Test Drive Preparation
What portion of the sales funnel does the Customer Advisor deal with?
Intent, Evaluation, and Purchase
What would be your main talking points for a customer looking to go with outside lending?
400$ loss, Processing fee, 200$ promo
Name a step you never skip regardless of the upcoming test drive
Make sure we have the keys and the vehicle is on site
What do you link in the DMV-Support channel to update fees?
Updated Order Page
How many missed responses from a customer is necessary before you can move a customers stage to "closed lost" ?
3
What is the most important portion of the sales funnel?
Retention
What are the 2 final steps before booking a test drive for a customer?
Checking vehicle interests and checking backflows
Who's job it is to inform the customer about missing keys prior to a test drive?
You! Customer Advisor
What is the final step you need to do in Hubspot in order to get credit for a sale?
Mark the deal as Closed-Won