svbcrm
TRANSCRIPT
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The Importance of the
Command Center
(Your C.R.M.)
And How to Gather “Field Intel”
Sean V. Bradley
CEO and Founder
Dealer Synergy
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We Will Be Focusing On The Internet Department Operations
& Internet Lead Management (ILM)
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Overview
• Basics…• Understand What Are The MOST Important
Details (Numbers) To Track And How…• Receive the Dealer Synergy Operational Formula
for Internet Sales Coordinators (Appointment Setters)…
• We Are Going To Go Live! • Q&A
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• Have You Set Up The ILM / CRM Fully?• Have You And Everyone Been Thoroughly
Trained?• Have You Set Up Integration & Automation
Capabilities?• Have You Created ALL Action Plans?• Have you created contingency plans?• Have created a POWERFUL library of email
templates, voice mail templates, scripts, objection/rebuttals etc…?
Basics
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Most Important Things To Track…
Make sure lead count is handled the right way… Do you have enough leads? Not too many, not too little based on the appointment setters…
• Track “Oldest” leads• Track last contact / or actions• Check Prospect history for proper process protocol • Check Dead leads… have they been TOed 100%? - Are
there dead leads that are still prime opportunities?• Lost productivity time… by knowing employee schedules
and cross checking… for example if they work 9-5 but their first time stamp is at 9:23 and they “left a voice mail” but… their NEXT time stamp was at 10:00 WTH?
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Most Important Things To Track…
• Response Times (Should Be Immediate) • If there is NO Phone Number… what actions
where taken to try to engage the prospect…? (Reverse Look Up, Social etc…)
• TROLLING through “Active Leads” as a GSM / or Desk Manager… looking for deals to put together…
• TO protocol… How many TOs & what is the status?
• Lost Opportunity Coordinator… Protocol
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3 Minute Book (Score Card)
• 120 Make or Take Phone Calls Per Day…
• 11 – 14% connection ratio (14 -17 bodies)
• 25 – 33% converted into appointments (4-6)
• 62 - 65% appointments show• 40 - 42% sold units (Varies)
Projection
• 120 calls X 5 working days = 600 per week
• 600 calls X 4.3 weeks = 2,580 in a month
• 2,580 X 14% C = 361.2 • 361 X 33% A = 119.1• 119 X 62% S = 73.9• 73.9 X 42 D = 31 UNITS!
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Pop Quiz
Do You Think This is Realistic?
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