1. Full Name I Company I Job Title I Email Maximize Your Effectiveness In All Departments By Ensuring The Correct Processes Are Developed, In-Place, and Working!

2. Are You Changing With It To Stay Ahead, or Will You Get Left Behind? The Prospect and Customer Environment Is Always Changing…

3. S pecific M easurable A chievable R ealistic T ime-Targeted

4. When Constructing Any Type of Dealership Operation, You Need A Solid Foundation To Build On!  Fully Detailed Plan  A Specific Flow-Chart of Responsibilities  A Clear Process Break-Down  Measuring Tools (Metrics/Analytics)  A Training Blueprint  The Right People For The Team

5.  When Your CRM Was Installed, Did It Include A Follow-Up Process “That Was Built Just For Your Store”?  Have You Gone Through All of The Pre-Installed Processes For Sales, Phone, F & I, and Service To View and Understand Exactly What They Are Doing?  Since The Installation, Have There Been Modifications Made To The “System” Adjusting For Your Market Conditions, Lead Type, and/or Third Party Providers?

6.  Are The Templates You Currently Have In Place From The Original CRM Setup?  Are You Relying On Those Templates As A Crutch Instead of Creating New Versions?  It’s Easy To Avoid Taking The Time and Effort To Change or Modify Them, But It’s Costing You Money!

7.  What Processes Do You Currently Have In Place and Operating Now?  Sales – New / Used  F & I, Service, & Parts (SOP)  Social Media & Reputation  Are They Clearly Understood By All Involved?  How Often Are They Reviewed For Effectiveness and Modified?  Who Is Responsible For Creating and Modifying The Processes?  How Many People Have Access To The Process Admin Settings?

8.  Internet Sales Lead  Incoming Phone Calls  Previous Customers  Showroom Visit  Sold Vehicle Follow-Up  Lease Termination  F & I Warranty Sales  Lost Sales

9.  Incoming Service Calls  New Appointments  Confirm Appointments  CSI/Service Follow-Up  Mystery Shopping (Others)  Declined Services  F & I Warranty Sales  In-Lane/In-Shop Vehicle Appraisals

10.  Business Development Center (BDC) All Sales Inquiries, Service Appointments, Confirmations, Communication, and Follow-Up Is Done By One Specific Group  E-Commerce Sales Department All Sales Inquiries From E-Commerce Will Run Through One Group of Sales Consultants In Round Robin Format  Open General Service Department All Service Inquiries (E-Commerce & Phone) Are Answered By Service Department Staff (Service Advisors, Support Staff, Etc.)  Open-Floor Sales Sales Inquiries From Any Source Are Handled By All Sales Consultants  A Combination of Some or All The Above

11.  How Many Sales and Service Lead Sources Do You Have?  Do You Have A Complete List of Them?  How Many Leads/Inquiries Do You Receive Monthly By Source?  Sales and Service (3 rd Party, Website, Service Scheduler, Etc.)  How Many Incoming Sales & Service Calls Do You Receive Month?  Where Are Those Calls Directed?  Sales Consultant, Service Advisor, BDC, Manager, Support?  Are You Monitoring Where The Calls Are Coming From?  Tracking Numbers, Operator Assignment, Paper Log?

12.  Business Development Center (BDC) Sales:  All E-Commerce & Phone Inquiries Answered  Set Showroom Appointments and Test Drives  Manager Confirms All Appointments Set  Assign To Sales Consultant For Short-Term Follow-Up (90-Days)  Take Back For Long-Term Follow-Up (If No Sale Made)  Monitor CRM and Clean-Up As Necessary; Service:  All E-Commerce & Phone Inquires Answered  Triage Service Needs (What Do They Need & Who Is Qualified)  Schedule Appointments (Based on Teams, Hours Booked, Capacity)  Upsell Maintenance Packages and Other Services  Confirm Appointments 24-Hours Prior To Service Visit  CSI Follow-Up 24-Hours After Service Completed and R.O. Closed  Declined Service Follow-Up (Offer Incentive or Discount To Complete);

13.  E-Commerce Sales Department Cradle-To-Grave  All E-Commerce Inquiries Are Assigned To A Sales Consultant  Receive All Incoming Phone Sales Calls From Tracking Numbers  Responsible To Set Showroom Appointments and Test Drives  Manager Confirms All Appointments Set  Sales Consultant Responsible For Short & Long-Term Follow-Up  Complete All Tasks or Assignments; Things To Keep An Eye On:  Use Activity Reports For Weekly One-on-One’s With Sales Consultants  Number of Leads/Inquiries Received (Max. 75-85 Leads Per Month)  Response Time For Incoming Leads/Inquiries (12 Minutes or Less)  Leads-To-Appointments Percentage  Leads-To-Sale Percentage  Appointments-To-Sale Percentage;

14.  What Happens When A Sales Consultant Leaves?  Are Those Prospects and/or Customers Reassigned To Someone Else?  Is That Reassignment To A General “Orphan” Account or To Another Sales Consultant?  Is That Sales Consultant A “Newbie” or To An Experienced, Long-Term Consultant?  Do You Have A Process In Place For Those Leads?  How Long Does It Take To Reassign Leads?  Who Decides Where Those Leads Go?  Once Reassigned, What Is The Next Step In The Process?