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  • Wolfchase E-Biz Jul 08

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    Ben Coy
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    The letter summarizes a meeting between a Ford zone manager and the general manager of Dobbs Ford at Wolfchase to review the dealership's e-business performance and identify opportunities for improvement. Key areas identified were improving the response rate to internet leads within one day to 100% and reducing the average lead response time to under 30 minutes. The letter also notes the dealership's internet lead close rate had dropped and recommends actions like following up on lost sales and maintaining 180-day follow up to increase the close rate. The zone manager looks forward to reviewing the impact of these actions at their next meeting.

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    The letter summarizes a meeting between a Ford zone manager and the general manager of Dobbs Ford at Wolfchase to review the dealership's e-business performance and identify opportunities for improvement. Key areas identified were improving the response rate to internet leads within one day to 100% and reducing the average lead response time to under 30 minutes. The letter also notes the dealership's internet lead close rate had dropped and recommends actions like following up on lost sales and maintaining 180-day follow up to increase the close rate. The zone manager looks forward to reviewing the impact of these actions at their next meeting.

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    Attribution Non-Commercial (BY-NC)
    Descărcați ca PDF, TXT sau citiți online pe Scribd
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    23 vizualizări1 pagină

    Wolfchase E-Biz Jul 08

    Încărcat de

    Ben Coy
    The letter summarizes a meeting between a Ford zone manager and the general manager of Dobbs Ford at Wolfchase to review the dealership's e-business performance and identify opportunities for improvement. Key areas identified were improving the response rate to internet leads within one day to 100% and reducing the average lead response time to under 30 minutes. The letter also notes the dealership's internet lead close rate had dropped and recommends actions like following up on lost sales and maintaining 180-day follow up to increase the close rate. The zone manager looks forward to reviewing the impact of these actions at their next meeting.

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    Attribution Non-Commercial (BY-NC)
    Descărcați ca PDF, TXT sau citiți online pe Scribd
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    din 1

    Ford, Lincoln & Mercury Sales Operations Memphis Regional Sales Office

    Ford Motor Company 8000 Centerview Pkwy., Suite 202


    Cordova, TN 38018

    December 9, 2008

    Steve Nagel, General Manager


    Dobbs Ford at Wolfchase
    7925 Highway 64
    Memphis, TN 38133

    Dear Steve,

    Thank you for taking the time to meet with me on July 15, 2008 to review e-business performance at your
    dealership. Key opportunity areas have been identified as the dealership continues to grow its internet business.
    This is a valuable tool for the dealership to maintain its place as the top Ford dealer in Memphis.

    Information Reviewed
    • Lead Overview Report
    • Combined Lead Details Report
    • Lead Response Time Report

    Opportunities for Improvement


    Improve % of leads receiving response within one day to 100%.
    • Response rate has improved to 85.2% YTD.
    Reduce average Lead Response Time to less than 30 minutes.
    rd nd
    • LRT from June 23 -July 22 is 37 Minutes
    Improve internet lead close rate to 12.5%.
    • Close rate through May has dropped to 8.0% CYTD after closing just 4.6% in June. The second month
    in a row under 5.0%

    Action Steps
    While reviewing Lead Details last month we found that leads not closing at the dealership, but closing
    elsewhere were contacted multiple times, had appointments set and visited the dealership. These sales were
    not closed at Dobbs Ford at Wolfchase. As a result of this finding the following actions are being taken:
    • Steve Nagel is following up with sales consultant/manager covering each lost sale to find out why they are
    not closing. Actions will be taken to improve closing process with sales team.
    • Steve Nagel, Chris Rotenberry and Christina Ponnath will track lead details for every lead.
    • A 180-day follow-up process will be used to maintain contact and increase lead close rate.

    I look forward to reviewing how the above actions impact the dealerships e-business performance at our next
    meeting. I sincerely appreciate you taking the time to work with me to improve the dealerships performance.
    Together we can achieve or goals in 2008.

    ONE TEAM, ONE PLAN, ONE GOAL – PROFITABLE GROWTH FOR ALL!

    Sincerely,

    Benjamin Coy, Zone Manager Concur: _____________________________


    Todd Fites, General Zone Manager

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