Lead Linda calls two competing dealers about a vehicle she’s interested in. She doesn’t commit to coming into either one and what happens next depends on the dealers’ follow up. Read below to find out who gets her business.
As Sam’s manager never checks the phone bucket, there is no accountability for follow up.
The value of that very expensive phone call is wasted, as Linda is now at the dealership down the street picking out her new car.
Manager Mike is always on top of checking the phone bucket. This ensures his staff is on top of their calls and that nothing is slipping through the cracks.
This allows for continued communication with her from Agent Adam and involvement of the management team.
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One of these paths results in a lost lead, while the other represents a potential sale. Which path do leads at your dealership usually follow?
If it’s the one on the lefttop, utilize this checklist to improve your phone lead management:
1LOG YOUR LEADS
doneEnsure you have a system in place to get all phone leads logged in CRM.
- Call Claim assigns calls by prompting salesmen to enter their phone codes at the beginning of a call.
- Voice Recognition automatically assigns calls by recognizing the voices of your staff.
2ORGANIZE YOUR PHONE BUCKET
doneEach day, your dealership’s phone bucket should be entirely cleaned out.
- All calls should be assigned and logged at the end of the day.
doneUse Open in CRM from any Car Wars alert or when listening to a call to see if the call is logged in CRM.
doneMake appointment confirmation calls to increase your dealership’s show rate.
doneListen to calls to hold your people accountable to how they handle the phone.
doneMake sure your Sales staff are completing their tasks in CRM.
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