Sales Person Workflow
Below is a guide to how your day should look with a list of items available you are expected to accomplish with accompanying how-to guides and videos.
Opening/Beginning of your shift:
The expectation is that you can complete the majority of these activities within the first 30- 45 minutes of your shift.
Clock In
Don’t make your manager chase your down for your time card. This is your reminder.
Organize your Desk for the Day.
Ditch the old post it notes, double check your tag is secure, make sure it’s clean, and there no customer information on my desk.
Check Outlook for Manager Updates
Simply put, read your emails. Log in and keep it open all day, check periodically throughout the day.
Setup your day
Check your notebook or planner for any open items that may need to be addressed today. Check your tasks, and the previous day’s desk log for any appointments, call backs, or open "we-owes” and make sure you write them down as priorities for the day.
Respond to New Leads
Lead response time in the morning is key to a successful lead conversion. All leads should be called (where applicable) within a half hour of the store’s opening. If you can not complete the leads in time, they become available to everyone.
Putting initials on a lead if a phone number is available, or faking a phone call will result in a write up.
Check VinSolutions for Customer Responses
After your first round of phone calls, check the system for text responses from previous days before moving on to the rest of the lead follow up process.
Throughout the day:
Constant Vigilance
Keep the Dashboard for VinSolutions all day. Check for new responses from customers and new leads. Keep your email open to check for internal communications. Make sure you meet the commitments you’ve made on customer follow ups.
Workflow Set Up Video
Checking for Customer Response Guide
Last 72 Hours
Sort your desk log to the last 3-4 days of customers. These are your highest priority of new customers. They should be called twice a day (during the beginning of your shift and at the end).
Last 7 Days of Missed Appointments
You made contact with these customers, they agreed to come in and somewhere in the process something happened. Follow up to figure out where the disconnection occurred.
Previous Showroom Visits
Follow up with your customers that came in, thank them for their time and make sure we made all options available to them. Start with the previous day, once you’ve spoken to them you can check them off your list. The idea is that they feel valued, but don’t harass them. Do not call them more than 3 times.
Appointment Confirmations
Confirm upcoming appointments, especially its been 48 hours since you’ve set the appointment. Try not to set appointments more than 48 hours out, but if you do, make sure they confirm in the interim.
Last 10 Days of Internet Leads
After your first round of phone calls, check the system for text responses from previous days before moving on to the rest of the lead follow up process.
Remaining Tasks
By working through this process in order, the majority of your tasks should have already been completed. Check your task bucket to clean up anything you may have missed and begin to tackle some extended follow up.
Task Guide
Service Lane/ Equity Opportunities
Follow up with your previous customers, specifically ones that are currently coming into service.
Guide (Coming Soon)
Closing:
Begin this process an hour before your shift.
Check your Tasks
Make sure you’ve made all your commitments to your customers and that all open items in your planner have been completed. Anything that has not been completed needs to be added to your planner for the next day.
Task Guide
Check for new leads
Don’t leave leads for the next day, get a response out to those customers right away.
Call the Last 72 Hours of Leads
This is your second round of calls on these customers. This is crucial to appointment setting. Customers that were not available this morning may be available now, call them!
Check for open responses
We shouldn’t be leaving responses for overnight. Make sure we clean this up before we leave.
Checking for Customer Response Guide
Check Outlook for Manager Updates
Make sure all of your emails are read and that you are up-to-date with the latest internal communications.
Organize your Desk
Clean and organize your desk. Make sure customer information is not sitting out, your plate is secure, and that you are ready to go for the morning.
Clock Out
Great Job, clock out and go home!