eDealer Best Practices; Internet Lead Response Process Map

Dealership/Group Receives ALL Leads into ONE Lead Management Tool/Application

Business Hours Automated Response

Application determines whether the lead has been received during or after Internet Dept. hours

After-Hours Automated Response

Lead Routed to Internet Sales Specialist or Manager

E-mail Contact Process

ISS responds with personalized E-mail response, answers specific questions in customers inquiry within 30 minutes after lead received or beginning of next business day. Email sent with detailed PRICE quotes* on minimum 4 vehicles: 1 Customer Pick (closest available), +3 Alternative Vehicles based on availability and current promos. New car leads get 1 CUV Alternative.
*No Equipment/Option Details other than color

Lead Routed to Internet Sales Specialist or Manager for next business day

ISS Phone Contact Process

No response To E-mail

Customer Responds By E-mail: Address issues directly

Direct Contact Made By Phone

Not Reached By Phone

24 Hours No response #1 Email Template

3 Day QA Manager POC Feedback Template

rd

Internet Email Sales Process: Seek Appt. or agreement to speak by phone

Internet Sales Call Process: Seeks Appt. for Test Drive

Voice Mail (same day)+ Email Left Message template automatically sent via LM status

Schedule Appointment & Log Date & Time into Lead Management Tool

5 Day Alternative Vehicles Template w/CUV, Demos, Promos

th

2nd Voice Mail @ 24-36 Hours Later 3rd Voice Mail @ 48-72 Hours later 4th Day Need Correct Phone # Email & QA Manager Email

LMT Automatically Sends Appt. Confirmation Email to Customer w/Directions

10 Day No Response #4 Email

15 Day No Response #5 Owners Email
th

th

Non-ISS Calls, Confirms Appt. & Prints Next Days Summary

Customer Shows For Appointment Process: Agenda Review on Arrival

Sell-A-Car: Log Appt. Results & Sales Data into Lead Management Tool

Targeted Broadcast Email Programs; LT follow-up

Appointment No-Show Rescheduling Process

Sold Follow-up Process for Generating Referrals

Un-Sold Follow-up Process for Generating Be-Backs

Copyright 2005 All Rights Reserved - Ralph Paglia