135 lead management-process_maps

Sales Lead Follow-upBest Practice Internet Process

3323 FSLFU_POSTER_Start-up v2

1Internet Lead Routed toLead Management Tool

2Auto Responses sent to customer

and email schedule generated

3Crosscheck customer in

CRM tool / ConsumerTRAC

4Personalized email - First Quality

Response

5Utilizes best practice templates

(5 Key Drivers)

6

Sent

1 hour or less

t

appointment No appointment orto

Set unable contact

2- 180 Day Process7

SoldUnsold

Visit Showroom (SeeAppointment Showed Process)

8Follow Unsold Follow-up

process

9 Email

Call

2nd day email andphone response

10 Email

Call

4th day email andphone response

11 Email

Call


12 Email

Call


13 EmailBulk email every10 days through 180

14 Email

Call


15 Email

Call


16 Email

Call


17Quarterly newsletter

Made call

Used scrip

Immediate phone callutilizing script

Price Quote

Confirm Availability

Direct Contact

Genuine Interest

Multiple Contacts

Score: _______ of 17

Posters_Portrait.indd 1 11/20/06 9:14:20 AM

Sales Lead Follow-upCustomized Internet Process


1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

Score: _______ of 17


Sales Lead Follow-upBest Practice Inbound Phone Process


1

3

2nd day email* andphone response

4 Email

Call

4th day email* andphone response

5 Email

Call


6 Email

Call


7 Email

Call

Bulk email* every 10days through 180

8


9 Email

Call


10 Email

Call


11 Email

Call

Quarterly newsletter12

2

No appointment *Send email if address available

Visit Showroom (SeeAppointment Showed Process)

14Unsold

(See Unsold Follow-up process)

Set appointment

Sold

Customer name

Customer phone (2)

Customer email

Equipment and options

Offer alternatives

Current vehicle

Likes / dislikes

Trade-in

Model availability

Appointment details

Source

Item of interest

Receptionist routes calls to specific person / department

Script is used to respondto inbound call

Captures customer data including

13

Score: _______ of 14


Sales Lead Follow-upCustomized Inbound Phone Process


1

3

4

5

6

7

8

9

10

11

12

2

14

13

Score: _______ of 14


Sales Lead Follow-upBest Practice ConsumerTRAC Process


12

Appointment made No appointment No contact made

Ongoingcustomer-driven

follow-up

13Ask for otheropportunities

14Next day call

153rd day call

16Begin againin 30 days

11 FollowShowed

AppointmentProcess

1Establish ConsumerTRAC Budget

3Download ConsumerTRAC list

4Enter list into CRM tool

5Cleanse data against

Do Not Call lists

6Process in place to get permission

to contact DNC customers

7Crosscheck customers

against other processes

8Send a dealership-generated

targeted mail piece

Made call

Broadcast

9Follow-up phone call

Top Priority

Handraisers

2Set up Auto-fulfill

10Use script

Virtual Call Center

In-House

Score: _______ of 16


Sales Lead Follow-upCustomized ConsumerTRAC Process


12

13

14

15

16

11

1

3

4

5

6

7

8

9

2

10

Score: _______ of 16


Sales Lead Follow-upBest Practice Showroom Data Collection Process


1

2

3

4

Manual

Electronic

Professionally greet customer

Collect customer informationincluding

Customer name

Customer phone (2)

Customer email

Customer address

Vehicle request - year

Vehicle request - model

Vehicle request - stock #

Guest source

Advertising source

Log customer information(electronic / manual)

Enter into CRM tool

Sold Follow-up Unsold Follow-up

Score: _______ of 4


Sales Lead Follow-upCustomized Showroom Data Collection Process


1

2

3

4

Score: _______ of 4


Sales Lead Follow-upBest Practice Unsold Follow-up Process


1Enter all unsold customer

data into CRM tool

2 Email

Call

2nd day email* andphone response

3 Email

Call


4 Email

Call


5 Email

Call


6 EmailBulk email* every10 days through 180

7 Email

Call


8 Email

Call


9 Email

Call


10Quarterly newsletter

11Visit Showroom

(See Appointment Showed Process)

If appointment is set

* Send email if address is available

Score: _______ of 11


Sales Lead Follow-upCustomized Unsold Follow-up Process


1

2

3

4

5

6

7

8

9

10

11

Score: _______ of 11


Sales Lead Follow-upBest Practice Showed Appointment Process


1

Vehicle clean

Parked in front

2

3

4Huddle Sheet / Hot Fax reviewedthe morning of the appointment

5Customer information

added to Welcome Board

6Pre-select Vehicle(s)

7

8Sales Manager turns

customer over to Sales Rep

9

Follow Showed Appointment Process

11Staff contacts customer

to reschedule

Sold

10Follow Unsold Follow-up

process

Unsold

Sales Rep reviews leadinformation with customer

Appointment informationentered into CRM tool

Appointment set with manager (In-house / VBDC Hot Fax)

Staff confirms appointment

Pre-selected vehicle

Appointment Shows Appointment does not Show

Greeter notifies Sales Manager of customer arrival and introduces customer to

Sales Manager

Score: _______ of 11


Sales Lead Follow-upCustomized Showed Appointment Process


1

2

3

4

5

6

7

8

9

11

10

Score: _______ of 11


135 lead management-process_maps

Documents

startup v2132nd day

appointment process3323

startup v21internet

startup v21enter

startup v212appointment

startup v21234score

startup v21234567891011score

customer emailequipment