The Importance of the

Command Center

(Your C.R.M.)

And How to Gather “Field Intel”

Sean V. Bradley

CEO and Founder

Dealer Synergy

We Will Be Focusing On The Internet Department Operations

& Internet Lead Management (ILM)

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

• 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

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?

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

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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