Index «click on box»
Contact Review-Planning
Contact Tips
Contact Script
Instructions
Call Log
Trend Analysis
Customer Contact Process Review-Planning
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Dealer:
S=sometimes
By When
What is your current process?
A=always
N=never
High Impact Actions How do you measure it?
What will you do to improve it?
Customer contact process is documented and
communicated to staff
Contact plan is developed for every customer i.e.
preferred contact method and frequency
Contact plan is executed for each customer and
logged accordingly
Customer information is collected and retained in
database for future follow-up
New hire and veteran sales consultants
continually trained and coached in customer
contact
Manager analyses customer contact outcomes for
improvement opportunities
Notes:
Customer Contact Process Review-Planning Tool
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Customer Contact Quick Tips
Customer contact initiatives are Quick Tips:
documented and clearly * Use a customer contact process map
communicate to staff * Manager's role is to monitor, review and coach staff's performance
* Contact process for Sales Consultants include:
Clarifies dealer's expectations of - Scheduled frequency of calls and who to call
staff's role and objectives - Specific minimum topics for each call
- Scheduled frequency of follow-up calls
- Specific minimum topics of each follow-up call
* A unique checklist is used for each call
* Expectations clearly communicated in job description
Prepare to conduct a prospecting or Quick Tips:
folllow-up call * The goal is to obtain an appointment
* You have one minute to get their attention
Helps to come across in a * Know your programs,incentives and inventory
professional manner * Practice word tracks,refer to a script to stay on track
* Role play calls with the manager or other consultants
Say the right things Quick Tips:
* Plan your call,what do you know about the prospect
Good phone skills substantially * Make sure you are relaxed and ready to be friendly and enthusiastic
increase your chances of booking an * Smile! It shows in your voice,start with a warm greeting
appointment * Introduce yourself by name,state your call's objective,ask for permission to
continu
* Provide enough information to establish a reason for a visit,earn the right to ask for an
appointment
* Do not sell the vehicle,sell value.Ask for an appointment
Log the information Quick Tips:
* Record the outcome of every call i.e. appointment set,reason to follow-up,etc.
Tracking is critical to measure * More than 60% of appointments will show-record information to prepare for visit
effectiveness of programs and adjust * Debrief with manager-discuss the call outcome
accordingly * Review trend reports to identify areas of self improvement
Sales Manager conducts coaching Quick Tips:
sessions with sales consultants to * Meet one on one with each sales consultant at least once a week
improve their customer contact * Identify areas of improvement and agree on one or two process elements to focus on
skills during the week
* Review/improve customer contact performance
Helps sales consultants focus on key * Observe and monitor sales consultant to ensure they are following improvement plan
skills and master customer contact
best practices
Customer Contact Quick Tips
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Customer Contact Script Sample
Identify customer: "Hello, may I speak with (customers name )" ?
Identify self & dealership: "My name is (your name ) at (dealership name) . I
work in the sales department."
State call objective: "I'm calling to inform you of an interesting loyalty
program for Volkswagen owners..."
Contract for time: "Is this a good time…?"
If not a good time: "When would it be convenient to call back?"
Show appreciation of time: Thank them regardless of their response
Summarize program: Sell the value,what's in it for them
Give them a reason to meet with you
Earn the right to ask for an appointment
Ask for the appointment: "When would you like to come down and try out the
new……..."?
Give them options: "I'm available tonight at 7pm or would you prefer
tomorrow in the afternoon at 4pm?"
Confirm appointment: Call the customer back on the day of the appointment
to confirm.
Back to index Call outcome log/trend analysis instructions
Entering data in log
1. Input customer information by clicking on and typing in appropriate cells
2. Select call outcome code by clicking on «Code» drop box and selecting a number
3. To correct a mistake,simply type over information in cell
4. Enter dates in the following format: jan 3
Printing out log sheets
The outcome log is configured to record up to 2000 contacts on more than 50 pages.Please follow the printing
instructions carefully otherwise you will end up printing all 50 pages every time you chose to print .
1. Highlight with your mouse the complete area that you wish to print.
2. Click on «File»,«Print Area» and «Set print area»
3. Now you are ready to print only the selected data by clicking on «File»,«Print»
Sorting data in the outcome log sheets
You can sort and filter the data that appears in each cell of the log sheet.For example,should you want to view
only contacts that have Touaregs,click the drop box under «vehicle» and select Touareg.
To view an individual salespersons contacts,click on the drop box below«salesperson» and select.You can
then click on the «Trend Analysis» tab to view that particular salesperson's statistics.
Reviewing the trend analysis data
As soon as you enter data in the log sheet,it automatically transfers over to the trend analysis file.
To review your current analysis data,simply click on the «Trend Analysis» tab.
Back to index Lease Re-newal Ratio Report
1.Appointment booked / 2.Follow-up later date / 3.Buying car out at lease end/ 4.Buying other brand / 5.Unreachable / 6.Not interested/ 7.Purchased New VW
Last Name First Name Vehicle Yr Contact Info Salesperson Call Comments
Smith John Touareg 2004 555-555-5555 Jim 3-Jan Coming to demo passat jan 17
Blough Joe Passat 2003 555-555-5555 Bob 3-Jan Coming to appraise trade-in jan16
Jones Eric GTI 2004 555-555-5555 Jim 3-Jan Too much trouble with service buying Honda
Lewis Fred Phaeton 2004 555-555-5555 Jim 4-Jan Call back early April
Russell Bert Passat 2001 555-555-5555 Bob 4-Jan Going on holiday till Feb 3
Jones Jim Bettle 2000 555-555-5555 George 4-Jan Keeping car low kms
Clinton Bill Jetta 1999 555-555-5555 George 4-Jan Left several messages not calling back
Murray Bill Jetta 2004 555-555-5555 Bob 5-Jan Buying car
Joe Doe Passat 2006 514-568-9562 Patrick 5-Feb
Call outcome log 8
ew VW
Code
1
1
4
2
2
7
7
7
7
Call outcome log 9
Call outcome analysis
Back Contacts Count % of Contacts
Total Contacts 9 100%
Total Outcomes 9 100%
1.Appointment booked 2 22%
2.Follow-up later date 2 22%
3.Buying car out at lease end
4.Buying other brand 1 11%
5.Unreachable
6.Not interested
7.Purchased New VW 4 44%
Total 9
Contact outcomes 1.Appointment booked
2.Follow-up later date
3.Buying car out at lease end
4.Buying other brand
5.Unreachable
6.Not interested
7.Purchased New VW
Actions to be taken: