1. Sales Lead Follow-up
Best Practice Internet Process
1
Internet Lead Routed to
Lead Management Tool
2
Auto Responses sent to customer
and email schedule generated
3
Crosscheck customer in
CRM tool / ConsumerTRAC
4
Personalized email - First Quality Sent
Response
1 hour or less
5 Direct Contact
Utilizes best practice templates
(5 Key Drivers) Price Quote
Confirm Availability
Genuine Interest
Multiple Contacts
6 Made call
Immediate phone call
utilizing script
Used scrip t
No appointment or
Set appointment
unable to contact
7
Visit Showroom (See 2- 180 Day Process
Showed Appointment Process)
9 Email
Unsold Sold 2nd day email and
phone response Call
8
Follow Unsold Follow-up 10
4th day email and Email
process
phone response Call
11 Email
7th day email and
phone response Call
12 Email
10th day email and
phone response Call
13 Email
Bulk email every
10 days through 180
14 Email
30th day email and
phone response Call
15 Email
60th day email and
phone response Call
16 Email
90th day email and
phone response Call
17
Score: _______ of 17 Quarterly newsletter
3323 FSLFU_POSTER_Start-up v2
Posters_Portrait.indd 1 11/20/06 9:14:20 AM

2. Sales Lead Follow-up
Customized Internet Process
1
2
3
4
5
6
7
9
8
10
11
12
13
14
15
16
17
Score: _______ of 17
3323 FSLFU_POSTER_Start-up v2
Posters_Portrait.indd 2 11/20/06 9:14:36 AM

3. Sales Lead Follow-up
Best Practice Inbound Phone Process
1
Receptionist routes calls to
specific person / department
2
Script is used to respond
to inbound call
Captures customer data including
3
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
Set appointment No appointment
*Send email if address available
13
Visit Showroom (See
4
Showed Appointment Process) 2nd day email* and Email
phone response Call
Sold
5 Email
4th day email* and
14 phone response
Unsold Call
(See Unsold Follow-up process)
6 Email
7th day email* and
phone response Call
7 Email
10th day email* and
phone response Call
8
Bulk email* every 10
days through 180
9 Email
30th day email* and
phone response Call
10 Email
60th day email* and
phone response Call
11 Email
90th day email* and
phone response Call
12
Score: _______ of 14 Quarterly newsletter
3323 FSLFU_POSTER_Start-up v2
Posters_Portrait.indd 3 11/20/06 9:14:53 AM

4. Sales Lead Follow-up
Customized Inbound Phone Process
1
2
3
13
4
5
14
6
7
8
9
10
11
12
Score: _______ of 14
3323 FSLFU_POSTER_Start-up v2
Posters_Portrait.indd 4 11/20/06 9:15:10 AM

5. Sales Lead Follow-up
Best Practice ConsumerTRAC Process
1
Establish ConsumerTRAC Budget
2
Top Priority
Set up Auto-fulfill
Handraisers
3
Download ConsumerTRAC list
4
Enter list into CRM tool
5
Cleanse data against
Do Not Call lists
6
Process in place to get permission
to contact DNC customers
7
Crosscheck customers
against other processes
8
Send a dealership-generated
targeted mail piece
9
Follow-up phone call Made call
Broadcast
Virtual Call Center
In-House
10
Use script
Appointment made No appointment No contact made
11 12 Ongoing 14
Follow
Showed customer-driven Next day call
Appointment follow-up
Process
13 15
Ask for other
3rd day call
opportunities
16
Begin again
Score: _______ of 16 in 30 days
3323 FSLFU_POSTER_Start-up v2
Posters_Portrait.indd 5 11/20/06 9:15:26 AM

6. Sales Lead Follow-up
Customized ConsumerTRAC Process
1
2
3
4
5
6
7
8
9
10
11 12 14
13 15
16
Score: _______ of 16
3323 FSLFU_POSTER_Start-up v2
Posters_Portrait.indd 6 11/20/06 9:15:42 AM

7. Sales Lead Follow-up
Best Practice Showroom Data Collection Process
1
Professionally greet customer
Collect customer information
including
2
Customer name
Customer phone (2)
Customer email
Customer address
Vehicle request - year
Vehicle request - model
Vehicle request - stock #
Guest source
Advertising source
3
Log customer information Manual
(electronic / manual) Electronic
4
Enter into CRM tool
Sold Follow-up Unsold Follow-up
Score: _______ of 4
3323 FSLFU_POSTER_Start-up v2
Posters_Portrait.indd 7 11/20/06 9:15:58 AM

8. Sales Lead Follow-up
Customized Showroom Data Collection Process
1
2
3
4
Score: _______ of 4
3323 FSLFU_POSTER_Start-up v2
Posters_Portrait.indd 8 11/20/06 9:16:14 AM

9. Sales Lead Follow-up
Best Practice Unsold Follow-up Process
1
Enter all unsold customer
data into CRM tool
2 Email
2nd day email* and
phone response Call
3 Email
4th day email* and
phone response Call
4 Email
7th day email* and
phone response Call
5 Email
10th day email* and
phone response Call
6 Email
Bulk email* every
10 days through 180
7 Email
30th day email* and
phone response Call
8 Email
60th day email* and
phone response Call
9 Email
90th day email* and
phone response Call
10
Quarterly newsletter
If appointment is set
11
Visit Showroom
Score: _______ of 11 (See Showed Appointment Process)
* Send email if address is available
3323 FSLFU_POSTER_Start-up v2
Posters_Portrait.indd 9 11/20/06 9:16:30 AM

10. Sales Lead Follow-up
Customized Unsold Follow-up Process
1
2
3
4
5
6
7
8
9
10
11
Score: _______ of 11
3323 FSLFU_POSTER_Start-up v2
Posters_Portrait.indd 10 11/20/06 9:16:46 AM

11. Sales Lead Follow-up
Best Practice Showed Appointment Process
1
Appointment set with manager
(In-house / VBDC Hot Fax)
2
Staff confirms appointment
3
Appointment information
entered into CRM tool
4
Huddle Sheet / Hot Fax reviewed
the morning of the appointment
5
Customer information
added to Welcome Board
6 Pre-selected vehicle
Pre-select Vehicle(s)
Vehicle clean
Parked in front
Appointment Shows Appointment does not Show
7 11
Greeter notifies Sales Staff contacts customer
Manager of customer arrival to reschedule
and introduces customer to
Sales Manager
Follow Showed
8 Appointment Process
Sales Manager turns
customer over to Sales Rep
9
Sales Rep reviews lead
information with customer
Unsold Sold
10
Follow Unsold Follow-up
process Score: _______ of 11
3323 FSLFU_POSTER_Start-up v2
Posters_Portrait.indd 11 11/20/06 9:17:03 AM

12. Sales Lead Follow-up
Customized Showed Appointment Process
1
2
3
4
5
6
7 11
8
9
10
Score: _______ of 11
3323 FSLFU_POSTER_Start-up v2
Posters_Portrait.indd 12 11/20/06 9:17:18 AM