Do you require your salespeople to follow up on incoming sales calls?

I recently covered the importance of handling incoming sales calls correctly and requiring salespeople to use scripts when answering calls. Now I want to talk about the importance of properly following up on those incoming sales calls.

If your store is like many stores, your incoming sales call information is often written down on the back to business cards, sticky notes, brochures, and scraps of paper that are sitting on your salespersons desk. What happens to this information once the call has ended? If you keep an incoming sales call log, then it might get written down there. However,most likely your customer’s information ends up in your salespersons pocket, in their desk drawer or thrown out with the trash.

As a whole, Dealerships need to do a much better job following up on incoming sales call prospects. Once the call ends, this information needs to be immediately placed in a CRM and followed up just like any other lead or customer. No matter how good your salespeople handle your incoming calls, there needs to be a process in place that requires them to enter the customer’s information into your CRM and follow up with that customer.

I’d advise everyone to investigate their sales processes to make sure that both Internet and Retail salespeople are actively following up on each and every call they

take. Don’t let your salespeople throw
away these valuable opportunities!

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