Initial Lead Process
You should have a copy of the outbound phone guide available to help you through the phone call.
If you do not have a printed copy, you can access the file by clicking your store’s link below:
The most important action you can take is to call the lead as soon as you receive it.
Here are the required actions in order that should take place on a lead with in the first 5 minutes of receiving it:
Call- Do not leave a voicemail.
Send the First Email (First Quality Response)
Call back again, and this time leave a voicemail.
It is your responsibility to handle the leads appropriately, this order and format will be reviewed regularly by your Internet Manager.
Below is a training guide for the initial phone call and introduction, followed by the next steps in the lead process. Even, if you are a veteran that has been doing this for a while, you should review this process regularly to help maximize the hard work you put into converting your internet leads.
Thoughts:
Sit up straight, smile through the phone, and slow your breathing so your introduction sounds natural.
Your goal is to create a strong introduction by clearly identifying who you are, how you received the customer’s information, and why you are calling.
We want to recreate the moment when the customer first saw the vehicle online and decided to send their information to us. Achieving this quickly will help generate a greater sense of urgency and excitement for the customer.
Make sure you understand your lead thoroughly so you have a solid foundation for what the customer is looking to achieve. For a list of leads and examples of introductions, please consult the Lead Source Guide
How it sounds:
“Good Morning, could I please speak with Jake?” “Great this is Brian calling from Toyota of Stroudsburg, it looks like you were on our website building out a deal on a New 4Runner. Did you have any specific questions about that vehicle that I can help you out with?”
Or replace the last question with:
“I saw you had a question about upgrading the wheels is that correct?”
This approach will help build a strong foundation for your conversation. Use this opportunity to create value for yourself and the dealership by answering questions thoughtfully. Follow the outbound phone worksheet to conduct a thorough customer interview.
Ensure that you build value in the appointment before requesting it. Remember, each phone call should conclude with either scheduling an appointment at the dealership or setting up a follow-up appointment with the customer.
Understanding Objections:
Please make sure you understand the approach to overcoming common objections such as:
Next Steps:
If the customer does not answer, hang up, do not leave a message, and proceed to the next steps in the initial lead process in the following order:
Send the First Email (First Quality Response)
Call back again, and this time leave a voicemail.
Remember to call the lead one last time before you leave for the day!
Notes:
Remember, once you’ve made contact, stop the process. Change the customer status to *Contacted.
The initial lead process is designed to help you make contact with the customer. It would be unusual to send an opt-in text message after you’ve already spoken to someone for 10 minutes.
Always continue using the same communication method that was initially used to contact the customer. For example, if you started the conversation via email, keep responding through email. If you need to escalate the issue, first transition to a phone call or text message within that email thread before switching communication methods.
How to change the customer status in VinSolutions
Why we mark a customer *Contacted and what to do next.
Resources:
You should be familiar with the following topics before answering leads on your own. However, if you need a refresher, here are the core topics related to this task:
Understanding the Importance of Lead Response Time
Outbound Phone Worksheet Guide
Outbound Phone Worksheets: Scranton Stroudsburg