Sample CRM �Plan�

www.crsauto.com CRM Self - Evaluation 1. Take about 15 minutes to complete the “Your Plan” section based on your knowledge. See the following Sample Plan for a guideline. 2. Starting with Prospect Control, go around the dealership starting with the showfloor, BDC, sales office, etc. and find out how each function is being performed today. You might find out that the thank you letters that you thought were going out – were stopped months ago. 3. Based on the input from our sample plan -- add to your “Your Plan” using a different color pen. This is a great way to develop a more complete CRM plan. Are you not doing regular campaigns? Visit www.crsauto.com to get information about our Ultimate Campaign Guide – $595 ($495 for subscribers of Sandi’s Profit Retention Newsletter.) it contains over 25 ready to go campaigns for you to use for data mining of your CRM or DMS database. Order it today online or call 541-684-4689. Also available for ADP, UCS, R+R and AutoSoft – Data Miner! - Campaign Manager Software $1995. Email me for more information. Your Plan Yes? What – Prospect Control Entering new prospects Showroom ups Phone ups Internet leads Campaign leads Track all phone calls and contacts with the prospect The Daily Work Plan – what does your sales force use to know who to call and when? Make a Sales Appointment Print a Write-up Complete the sale or Dead deals – where stored and who does the follow up 1-2 years later? How Software? Who? Reports and Monitoring www.crsauto.com Notes: www.crsauto.com Yes? Follow-up Sales Thank-you □ Letters □ Phone calls First Service Appointment who makes it? Functions Who? Reports and Monitoring First Service Appointment Letter or call Service Reminders Software or service provider? CSI – Survey □ Letters □ Phone calls Complaints - tracking Emails? Yes? Campaigns/Database Mining January February March April May June July Aug September Oct Nov Dec Other 4. Notes: Are you not doing regular campaigns? Visit www.crsauto.com to get information about our Ultimate Campaign Guide – $595 ($495 for subscribers of Sandi’s Profit Retention Newsletter.) it contains over 25 ready to go campaigns for you to use for data mining of your CRM or DMS database. Order it today online or call 541-684-4689. www.crsauto.com Sample CRM “Plan” Yes? What – Prospect Control Entering new prospects □ Showroom ups □ Phone ups □ Internet leads □ Campaign leads How Driver’s license swipe or click Check for Name to copy over from DMS system (or find existing Prospect, or manually enter from up cards. Match to a desired vehicle – (Inventory comes from the DMS system.) Internet leads import from providers by linking to Outlook folder. Who? Receptionist (Phone ups from phone log. Driver’s License swipe at front desk) BDC manager Prints the Daily Work Plan that contains active Prospects and campaigns and gives to the Sales Manager. Reports and Monitoring Manager online review – Control View Closing ratios report printed by the BDC manager and reviewed by GSM. Review of the printed Daily Work Plan then distribute to the salespeople. Receptionist checks all ups in Control View against the up log in the sales office X X Track all phone calls and contacts with the prospect Salesperson makes notes on the Daily Work Plan and must turn in the DWP to their manager before leaving for the day. Plans are being made to interface to their digital phone system and import into the Calls table. Receptionist enters notes into the Prospect record. Manager online review – Control View of current status. The Daily Work Plan Prospects on the Daily Work Plan □ Must not be checked sold Printed before each shift starts BDC Manager makes sure all Calls notes were entered by receptionist and Sales Manager reviews and makes notes before handing out to salespeople. www.crsauto.com □ □ □ Notes are from the Calls tab – the last notes entered Last call date is from the Status tab – Last Contact Date Call back dates is less than tomorrow then prints and gives the Sales manager Make a Sales Appointment SLP to Do – [Appointments Due] uses the Status Tab – Appointments section –if there is an appointment made for today or if the Call back date is less than last contact date. Notes come from the Status Tab. Salesperson write the appointment and notes on the Daily Work Plan Receptionist enters in Prospect record – Status tab, notes on the Call tab. . Manager online review of current status. Control View and View by Appointments BDC manager prints SLP to Do – [Appointments Due] Manager online review of current status. Control View Print a Write-up Find the Prospect and click on the Print FormsWork a Deal Current Status; to F&I and then Sold. Flag for future follow-up – Next Call Date and check Dead box Salesperson Complete the sale or Salesperson or Sales Manager Dead deals Salesperson or Sales Manager BDC manager uses dead deal field to “reactivate” dead deals – 2 years later. Manager online review of current status. Manager should be the only person who can make a deal “dead.” Yes? Follow-up Sales Thank-you Letters Functions Print a letter – New Sales Follow-up CSI Letters – 1 week, 2weeks, 1 month, 3 months, 6 months, 1 year, 18 months and 2 years Who? Receptionist Reports and Monitoring Receptionist gives to the sales manager to hand to salespeople for signatures. First Service Appointment Salesperson walks the Salesperson and advisor www.crsauto.com customer into the service department and introduces to an advisor. Print a letter – New Sales Follow-up – First Service Reminder Print a letter – Service Follow-up – All Active Customers Call warranty customers Service Follow up – Make Service Follow up call Enter into Complaints assign a manager. First Service Appointment Letter Receptionist Service Reminders Service Cashier Receptionist gives to the sales manager to hand to salespeople for signatures. Cashier gives to the service manager to sign. Service Manager – Service Call Report Summary. CSI – Survey CSI manager Complaints CSI manager Manager who is assigned updates record as complaint is resolved. Yes? Campaigns/Database Mining January – winterizing special, Make=Chevrolet, year 1996-2002, last service date less than 6 months ago. Functions Campaign manager, email and letter Who? CRM Manager Reports and Monitoring Service manager adds an op code for special and runs op code report after special is over. Are you not doing regular campaigns? Visit www.crsauto.com to get information about our Ultimate Campaign Guide – $595 ($495 for subscribers of Sandi’s Profit Retention Newsletter.) it contains over 25 ready to go campaigns for you to use for data mining of your CRM or DMS database. Order it today online or call 541-684-4689. Also available for ADP, UCS, R+R and AutoSoft – Data Miner! -Campaign Manager Software. Email me for more information.