Get All Of Your Phone-Ups Into Your CRM System
Salespeople do a good job of working hot phone-ups. In the best case scenario, they enter these prospects into a CRM system and work them to close. Ideally, we’d enter every phone-up into a CRM system, but dealerships see a big drop off in “Mid Funnel” opportunities getting entered. From an information management perspective, these are the most important calls to feed into your dealer CRM system because they do not get the natural attention from sales staff that “hot leads” garner. You can forecast which of your phone-ups will not likely make it into your CRM based on two key variables and a third bonus item:
- Was caller's contact information obtained?
- Was a “next step” with the caller determined?
- Did the Salesperson identify themselves?
Not Obtaining Callers Info
Callers have a purpose when they dial your dealership. Your sales staff has been trained to collect caller information and set appointments. As far as entering data goes, this concept is pretty simple: Salespeople can’t enter a caller into their CRM system if they don’t obtain the caller’s name.
Not Determining The Next Step
In calls where there is a next step like a promise to investigate a question and call back, caller information is collected and subsequently can be entered into the system. Many calls conclude without a next step and these calls are the ones that fall into the abyss, but they don’t have to.
Not Identifying Themselves
Salespeople are trained to state their name to callers, which builds rapport, but fail to always do so. In the case of off-lining, promised emails, and certainly when setting appointments, salespeople identify themselves. In situations where the salesperson fails to identify themselves and no caller information is obtained, the call is typically lost. The only way to save these leads is to blind dial and start the phone handling process over again.
For years, good leads where caller information is obtained, but no next step exists have been lost. By mining the voice recordings and transcribing call data, phone-ups are easy to feed into a CRM system, automatically tied to the right sales representative with a scheduled follow-up task. To learn more, download our report.