alist will have overall responsibility for customer lead management, CRM, and Business Development to facilitate the internet customer’s buying experience. The ISS will be the initial point of contact between the Dealership and the Internet Customer for all internet related activities. The ISS will respond to the Internet customer inquiries via email or phone. The ISS will offer an invitation to the customer to visit the dealership, and will assist Sales Management will transition the customer to a sales person.
Requirements• Obtains customer leads from CRM tool, phone calls from websites and online inventory listings and acts upon them to ensure the customer is handled in the appropriate manner. Our lead response time is 30 minutes or less during business hours.
• Collect customer’s name, phone number, email address from all internet sales calls.
• Log all customers contacts and comments into CRM
• Schedule future follow up contact in CRM if no appointment is generated from the initial incoming internet sales call.
• Confirm scheduled appointments using CRM, Must notify management of the appointment and fill out the BDC Appointment Sheet, and print a copy for the Internet Sales Director and Sales Manager.
• Contact “No Show" customers and reschedule their showroom appointments for a more convenient day and time.
• Results Based CRM: Change status of prospect records in CRM to reflect customer’s current progress with the car buying sales cycle, and schedule future customer contact for every customer based on the results of current customer contact.
• Purify and updated customer information and contact data in CRM application. Maintain accurate notes describing every customer contact.
• Contact Internet customers via email and phone to schedule a sales appointment.
• Follow up on all internet inquires within 30 minutes.
• Forward any customer concerns to Internet Sales Director or Sales Managers
leads means they would have to try and contact 680 customers a month... Yeesh... Strong like Bull can't handle that workload... Which means you aren't running a BDC at that point, your simply operating a new lead response team.
Add up all your new leads for the store each month, including inbound phone calls, then add in the followup that carries forward, then add in the number of existing customers in your database that reach a point in the ownership cycle you want to contact them in an average month... Once you have a total number of outbound phone calls, personalized emails, handling of inbound calls, followup and contacts of every kind you want to execute in your BDC... Then...
Track how many calls your BDC peeps make, emails they send, inbound calls they handle between the two of them each day of the week. When you get enough days tracked you feel comfortable with the numbers, divide by the total days tracked, cut in half and that is how many customer contacts each rep can handle on a work day.
Go back to your total customer contacts that you WANT to handle, divide by the average number each CSR can handle in a day... Voila, that's how many people you need on an average day... Of course, you gotta factor in days off, vacations, people quitting cayuse you make 'em work so damn hard, etc.
Is the number too big? Go back to the total customer contacts you mapped out that you WANTED to handle, and figure out which ones you are willing to give up... Who do we not want to sell? Once you cut those out, then divide by the number of daily contacts each CSR can handle to get your new capacity planning requirements.
There are some spreadsheets in ADM that make all those calculations easier than by freehand... I'm just old school and prefer to use a pen and paper.... Not really! Just fooling with you!
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