Sales and Service within DealerCRM

woeurieHow many dealerships utilize their Service Department? I mean REALLY utilize their Service Department. The answer, not too many. If you do not have a marketing tool for Service clients within your current CRM, you are missing out on already loyal customers who have chosen your dealership to service their vehicles.

DealerCRM is different. We can utilize your Service records so you can put them to good use. You can see who, of your past customers, uses your Service department to maintain their vehicles. You can also see who services their cars with you, but never purchased from you. How beneficial is it to your store to be able to market to those clients on an individual basis? Not just one mass email stating “Stop in for an oil change!” Instead something more strategic for just those owners and service clients who own a 2007-2010 Ford Focus, with less than 100,000 miles. Alternatively you could offer a free Market Analysis on their vehicle, while it is in the Service Department, during routine maintenance. We all know how nice it is to have an unexpected customer walk in to our showroom, from our service department, and end up leaving in a brand new vehicle!  What if it could happen for your dealership on a more regular basis?

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How important is CSI to your Service Department? I receive follow up emails regarding my service experience all of the time. My email address is included in the contact information for my parent’s vehicles, my sister’s vehicles, and a few of my client’s vehicles. I like nothing more than to receive an email from where I service my vehicle. If there is an issue, it can be corrected prior to the OEM survey being received by the customer. If it was a pleasant experience, maybe a request for a customer review online would be the next step. CSI isn’t just important for OEM manufacturer statistics, it is a great way to market your dealership on a public level. Free advertising from happy customers is better than the best paid advertising.

Who has ever had a customer that wanted more money off of their new car? I think that is just about everyone who has ever tried to sell a vehicle. What is nice about DealerCRM is that you can clearly see the Closed RO information within the client record. So that customer that wants an additional $250 off of the sale price might be justified in asking for it, especially if they average $250 per Closed RO. It also goes the other way when that person has never serviced their vehicle with your dealership but wants a deep discount. DealerCRM allows you to make more informed decisions when considering additional discounting for customers.

These are just a few ways that Service Integration within DealerCRM can help your dealership retain your customers… and sell more vehicles.  Can you see the benefits? What aspect of the Sales and Service integration has been most useful in your store?

What is the central hub of your store?

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What is your epicenter? Where does everything happen? What do you need for everything to happen? YOU! Your body. You are your own epicenter will limbs attached that assist you in your everyday life. If you were restricted from using one of those limbs, how difficult would that be? Not entirely impossible, but it would for sure make things more difficult. Nothing would flow correctly. In the car world, the epicenter is the showroom floor. Everything stems out from the Showroom right at the time you sit down and say, “I want that one!”

While in the automotive retail sector myself, I observed that just like the limbs of your body, all departments need to work together. This ensures we reach the ultimate goal as a store; get the customer on the road happy. Let me paint a picture for you: Mr. Customer walks onto the lot to be greeted by a salesperson, once a vehicle is selected, the next step is the showroom floor where all the magic happens. Numbers are agreed upon and Mr. Customer goes to finance. When the customer is waiting to enter finance, their selected vehicle is rushed to the back to be spruced up by the car port employees. Roughly 50% of the time, the customer is out of finance before their vehicle is finished. Many dealerships will then set up their customers first oil change. What’s that? Now the service department is involved? Of course it is! The limbs all work together.

You may not think all departments in a dealership need each other, but they most certainly do. All work in accordance! Lot, showroom floor, finance, car port and service. Those are just a few of the main departments. Many departments have people who work behind the scenes, most your customers will never see. How do we thank them? How do we show appreciation? It’s the little things! Pizza, Starbucks or even donuts on occasion. We all need each other to function. Show you’re grateful!

Have you ever taken a step back to see the big picture at your store? Has a certain part of the dealership ever fallen “short?” How did you overcome? I want to know!

6 Stereotypical Boss Profiles

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Does anyone truly like their boss?  Is your boss typical or not so much?  I have been working since I was 13 years old and have encountered many different types of bosses.  I have my favorites and then I have those who I wish I could forget.  I have bosses I still speak to and go to for advice.  Bosses, what a love/hate relationship!  Can you relate to the five types of bosses below?

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1. Best Friend-Ever
Have you worked for that person who wanted to be your best friend?  I have, sometimes a good thing but usually terrible!  With this person, you have an edge.  You can get that day off to hang out and shop or go do something fun.  You get preferential treatment, no crappy duties for you!  However, since this is your boss, you can’t say no!  You feel like you have to go to lunch with them.  You have to accept that invite to their weird house party.  You also feel like you have to do more for them than anyone else, like run errands or plan parties.  Best friend as your boss, maybe not so great!

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2. Invisible Boss
I love and hate the bosses who are never at work!  What is to love, you might ask?  Easy!  The fact that they are never at work checking in on you and making you nervous with their micromanaging and heavy breathing down the back of your neck.  What is to hate?  Agonizing all day on the days they do show up, wondering if you did something wrong, or if there is some big change happening which will affect you negatively.  What happened to make then suddenly show themselves and the unknown regarding how that affects you can make all those carefree days not quite worth it.

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3. Over-achiever
Ever have that boss who tries to do everything, all the time!?  It is great when you have a big thinker who likes to try new things but it can get out of hand.  I had a manager who would try to close deals, complete follow up, demo cars, and help in finance.  He was completely incapable of delegating.  It was nice that he tried a bit of everything but in some cases, it is best to do what you do best, and let others do their jobs.  This person tended to convolute things more than help them.  It may have cost me a couple of deals in the end, to be honest. But it was also nice to know that he kept the Sales Process fresh in his mind and had real experience of how deals went down at that store in order to make management decisions for the rest of the team.

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4. Jerk
I think a good portion of my dealership bosses were total jerks.  Main reason for me, they didn’t remember the time prior to being a boss.  They didn’t remember what it was like to test drive 5 cars, to sit through negotiations, to dig out 6 cars for an appointment to find the people cancelled or didn’t show up.  The jerk that didn’t step in to help you but once your client left, had nothing but crap to say about you and your lack of performance.  Jerky bosses can be frustrating because you feel like it’s you against them instead of the reality which is that you are both part of the same team.  Some bosses have yet to realize that the Football Coach management style doesn’t quite work on everyone.  These Bosses need to learn the best way to motivate all of their team members.

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5. Effortless
I have had maybe two bosses who made it look easy.  They’re born leaders!  They show their employees respect.  They listen to the staff and try to implement any recommendations which made sense for the store.  They genuinely show an interest in their team members lives by not just making small talk by the coffee pot or water cooler.  This is the boss who you want to invite to your home for dinner or out to watch the game.  This is the person within the company who you go to for advice.  Usually, these bosses remain friendly after they are no longer your boss.  You feel that they truly have your best interests, and that of the store’s, at heart.  If they all could be this way, the employment world would be so much more enjoyable!

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6. Micro Manager
We all know and Love… to Hate this Boss. They’re the one who checks on you constantly. Managing your every minute, of every day, like you’re an incompetent kindergartener who needs to be told when to go to the bathroom or eat your meals or smoke your cigarettes… Not that Kindergarteners are smoking cigarettes (nor should anyone be, for that matter) but for the sake of argument. These bosses will make you feel like you have to justify your every effort and decision. In fact you spend more time justifying your actions to them than you do actually Working a Deal. Honestly, with proper CRM implementation most of these bosses wouldn’t need to even chat with you about your efforts on an hourly basis. They could see where you are and what you are doing or have done with a few clicks… That might not make them so terrible after all.

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These are just a few examples of typical boss types that I have encountered over the years.  Do you have any examples you want to share? Which was your Favorite and which was your Least Favorite? Or what type of Boss are you?  Let us know your thoughts on Bosses or how proper CRM use has helped cure your store of a Terrible Boss.

CRM Tools for Salespeople within DealerCRM

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I have held many jobs in my short lifetime.  By far, my most successful to date has been selling cars.  I wasn’t your typical sales rep.  While others were smoking, gathering in various corners, or dodging ups, I was waiting at the door for the next person to walk in.  I would walk the lot every morning, checking out trade row, seeing what the truck dropped off the night before.  I took my job very seriously, and did everything I could to make sure my 50-60 hour work weeks were not wasted on people in the dealership, who didn’t make me any money.  My biggest ally, my CRM.

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DealerCRM holds you to a standard of Excellence.  It provides you with an organized view of your daily contacts on your MyDay screen.  DealerCRM empowers you with a search tool, called DealMagic, to dig deeper for your Sold clients.  It provides you all of those prospects from last year, who are interested in that used vehicle which just showed up in inventory, with the Pre-Owned Vehicle Alerts. DealerCRM allows you to send emails, text messages, and record phone calls within the customer record, all from one location with iCallClick and emails.  It also provides you with a variety of reports to check your own progress and for managers to view your Daily Activity.

MyDay

With your MyDay screen, you have a variety of resources at your fingertips.  Emails from your clients are displayed right at the top.  When you click on the customer name, it opens up the whole customer profile in plain view.  Not only can you see the email your client sent, you can also see every contact ever made.  You can see every service the client had in your service department.  You can see every vehicle your client was ever interested in.  You have a complete customer history, right down to the email sent 4 years ago, without having to go to 4 different areas within the CRM to find it.  Hotwatches will also populate on your MyDay view, these are like little sticky notes right in the CRM to provide you with reminders.  You also  have an organized view of your phone calls by level of priority.  What is better than that?

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DealMagic

With DealerCRM, you have a search tool directly at your fingertips.  DealMagic provides you with infinite ways to search for your clients, both Sold customers and Prospects.  With DealMagic you can data mine.  You can also send email campaigns directly from the tool, specifically for your customer in a matter of minutes.  Instead of contacting a marketing company and spending money to have an email sent or a Call Campaign completed, you have the ability to do so yourself, right at your fingertips.  I mentioned searches, this tool has infinite possibilities for search criteria.  You can search for Sold clients, Prospects, Internet Leads, even Bad or Lost customers!

Daily Activity Report

Ever feel like your manager is riding you for no reason?  There are over 50 reports in DealerCRM that your manager can view with a push of a button.  My personal favorite, the Daily Activity Report.  This report allows you to change the dates to reflect the time period you want to view.  It allows you to filter by sales rep, by team, by ad source, etc.  The Daily Activity Report shows you everything for the dealership, including Service Department Activities!  No more having managers wasting 5 minutes of your life asking what you have completed for the day.  They can click on the report, drill down into, and see every call you have made, every email sent, every note entered, etc.

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Follow Up

What’s so great about the follow up process in DealerCRM?  We make it easy!  You want to send a customer an email, do so right from the client profile.  Instead of clicking between your CRM profile and your Outlook email, do it all from one place.  When the client replies, it stays directly in your client history, you do not have to copy and paste it into the notes after the fact.  Do you want to text your customer?  Again, DealerCRM makes this possible, right from the client record.  When that client replies, you don’t need to save it in your phone forever, it stays within the client record to review 5 years down the road.  In addition to this, with iCallClick, you can call directly from your computer, work phone, cell phone, even your home phone.  If your dealership has allowed for recording calls, that recording will stay in the client history for 60 days for review at a later time.

DealerCRM has infinite possibilities when it comes to follow up  and client records!  It is forever changing, and constantly improving, to bring our dealers valuable tools which allow you to  sell cars and leave the difficult follow up schedules to us!

iMagicLab CRM – Training & Support

Are you seeking Training for DealerCRM from iMagicLab
but you seem to have arrived at our Blog instead?

Have no fear!  
We have just the place for you to find the answers you need.

Check out the DealerCRM Support Center from iMagicLab

Link to DealerCRM Support Center

DealerCRM Support Center

You can also find all the Training materials you need right inside DealerCRM. Check out the iML University via the button on the right hand side of your MyDay Screen. All of the Trainings relevant to your position within your store will be right there and we even track your progress through the training for you so you can pick right up where you left off. If you still have questions once you’ve reviewed the training hit us up via the DealerCRM Support Center for one on one assistance with your concerns. View this quick video for tips on how to use the DealerCRM Support Center.

Sales Representative Best Practices for Automotive CRM

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The benefits of deploying and engaging your team with a customizable and intuitive CRM are numerous. We could bore you with the stats and go on about how wonderful our CRM system is, and it is truly wonderful, but we understand you only care about one thing. How to sell more cars, move the metal off the lot and the money into your pocket. How do we know this? Because we have been there my friend. We have stood in your shoes early on a saturday morning fixing our ties and straightening our hair ready to take on the world… and make some deals. But I digress, what we want to do is help you use your CRM to it’s fullest potential.

Let the CRM take the Names, while you Kick Ass

We don’t care if all you have right now is a name and number. It’s a start. Add every single customer you come into contact with to the CRM system. Make it your personal rule of thumb to add 100% of the people you speak or engage with, 100% of the time, without fail. Customer relationship management software is only as good as the data it is given and the team who use it. Get as much data from your potential customer as possible… without sounding like a stalker. Then let the CRM take over.

If you commit to a task… Do it.

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Your MyDay in DealerCRM says you are scheduled to make X number of calls and some other tasks today. You told a customer you would touch back with them “tomorrow” because you understand that the Actions Plan in your CRM, which your dealership custom designed for your store, will fire a follow up for the next day. Well, it’s tomorrow and that call is chilling on your MyDay screen. Bottomline? Clear it. Make that call.

Following through with commitments is Business 101. If you don’t call the customer on the day they’re scheduled, then you appear unprofessional. Especially if they’re expecting a call from you. Your store also appears disorganized and flakey which is exactly the opposite of the impression you want to give people who could potentially build a lasting buying and service relationship with you and your dealership.

Time is the killer of deals and by not contacting them, they could decide to purchase elsewhere. By completing your daily tasks you’re ensuring that every customer that you’re supposed to contact actually gets contacted. Thus every opportunity is maximized and nothing falls through the cracks.

Get it Right

Vehicle information, stock numbers, car color, is the car a surprise? (ask Vitale about this one), deal structure, customer nickname, and how your customer prefers to be addressed (Mr., Mrs., Miss, Ms. etc.) make sure you enter it all correctly into the system the first time. Or at the very least correct any errors post haste.

Correspondence which is sent on your behalf, from the system, reflects on YOU and the dealership. If an email, postcard or letter are generated with inaccurate information then everybody looks bad. Let’s face it, we’ve all heard stories about botched info on personal invitations and junk mail from other industries. What do the addressees remember? Well, I guarantee it wasn’t the killer Labor Day Weekend special.

Having all your ducks in a row also ensures that if something comes up and you are unavailable the show can go on, because the show MUST go on! Life happens, days off happen, illness happens, stuff happens… A sales manager needs to be able to jump into any deal efficiently and seamlessly, without having to make a client wait, while they contact you on your day off. This makes your store look like everyone is on the same page, you all function as a team, and the entire staff are professional and on the ball. If there is fumbling and pointed fingers and customers forced to wait while calls are made that’s all that will stand out in the mind of those customers down the road.

Record all of your interactions in real time

By successfully resulting the outcome of your client contacts and interactions, you ensure the software schedules the next contact due. It’s important to log information as close to real time as possible in order to allow the action plan to trigger follow up actions properly. How effective will a “3-Day Follow up call” be if you log the action which would trigger it 2 days later than it occurred?

There’s also nothing worse than a manager following up with a client to ask why they missed their appointment when the customer called you to reschedule. Or worse… they made the appointment and you didn’t log the results of that interaction in the system. The goal is NOT to look foolish but to portray a unified front whereby everybody is on the same page. When a customer has confidence that you and your team are on top of your profession they also feel more comfortable parting with their money and making a purchase.

Reply to customer emails, texts, calls and Internet leads IMMEDIATELY

Especially now in the internet age of instant gratification, time kills deals! The majority of people today are communicating via mobile device. The customer has an even higher expectation of a nearly immediate response. The sales person who responds first and fastest has a much greater chance of winning that lead. Which is sort of the idea behind our LeadBlast lead handling system.

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Response Time Statistics:

  • For Internet leads, the first dealership to engage the customer is 5 times more likely to sell that customer a vehicle. How is that for a 5 times rule for you?
  • 35-50% of sales go to the Dealer/Sales Rep who responds first.
  • Call within 5 minutes, and the chances of reaching a lead is 100 times higher than calling 30 minutes after the lead comes in.
  • When you’re not talking to leads right away, you waste about 92% of your time and budget.
  • The odds of qualifying a lead, if called in 5 minutes versus 30 minutes, drop 21 times.
  • A study by M.I.T reveals that the average company takes 1 day, 18 hours & 15 minutes to respond to an email lead by phone. Now that’s Terribleness…

Maximize your Reach

Follow up is key, if you want your be-backs to have a better closing ratio you need to have multiple avenues with which to communicate with your customers. Once you have a foot in the door so to speak, make certain you ask for Two Phone Numbers and an Email Address with EVERY customer.

According to NADA, 7 out of 10 customers will provide their email address if they are simply asked for it. Mobile numbers are even more critical today. People are much more likely to be near their mobile phone than a landline.

Most people are more likely to read a text message than take a phone call from a number they don’t recognize. For that reason the ask for text message opt-in is a word track you must master. Be sure to place phone numbers in the appropriate, corresponding fields within the system. Mobile numbers in the mobile field, home landline numbers in the home landline field, work numbers in the work number field and so forth. You can’t text a landline and calling the customer’s office at 10am on a Sunday probably isn’t the best use of your time.

Consistency is Key

You’ll have much better success with your CRM if you follow the best practices mentioned above… but the key is to do each of these things consistently through every opportunity, every day, always. It’s sort of like flossing… it only works if you do it every day. And fibbing to your dentist about skipping the task isn’t going to help anyone.

Do you “floss” everyday? Tell us about your Best CRM Tips in the comments or take us to task on the tips above.

You can always reach out to us via Social Media as well 🙂

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What could be more important than your greeting?

AgreementThe Greeting, most people think nothing of it.  A simple “Hi, how are you?”  Or maybe something more structured like, “Welcome to ABC Motors, my name is Jenn Brockway.  Your name is?”  Or, better still “What’s up?”  Salespeople spend so much time on the Demo, the negotiations, the close, that they forget the all important Greeting.  These first few seconds can make or break your deal!

A greeting is supposed to introduce yourself, first and foremost.  You don’t want it to be too simple, as it may go ignored, however you don’t want it to be too wordy either.  You want them to know (and Remember) your name but you also want their full name in response.  Ever get this?
You:  “Welcome!  My name is Jenn Brockway, and you are?”
Them:  “Bob” (while walking away.)
How effective do you think this is?  Do you believe that Bob will remember your name?  I don’t think so.  First impression, down the drain.  Sale, possibly lost!

A good greeting has just a couple elements.  Its quick, it provides your info, and you get their info.  You don’t want it to be too quick nor do you want to take up an hour to tell someone your name.  I used various greetings over the years, depending on how I was first meeting my clients.  A few examples are provided below:

  • Email Greeting:  You can have a greeting in an email.  Let’s face it, many people never walk into the dealership until they are finalizing their deal which makes a good email greeting extremely important.  Mine went something like this:

    Good Morning Bob,  Thank you for your inquiry on (vehicle.)  My name is Jenn Brockway and I will be guiding you through your purchase adventure.  If you should have any questions along the way, stop me and ask them!  I have included the information on the vehicle you requested below.  I would like to speak to you to provide more information, what number and time works best for you?  Please let me know.  Thanks so much!

  • Phone Greeting:  Ever bomb that phone call on that used car?  We all have.  The best thing to do is to have a script like greeting in front of you.  Something to help guide you from fumbling your words but can be easily adjusted depending on the request.  My script was as follows:

    Thank you for calling ABC Motors.  This is Jenn Brockway, who am I speaking with please? Great, what is the purpose of your call today?  Thanks, in case we get disconnected, is this the best number to reach you (read off the number from the caller ID) and verify if home or cell.  Also, just in case, what is your email address?  I promise not to bombard you with a bunch of SPAM but just in case I get your voicemail when I call back, I would like to be able to send you the same info via email, for you to review at your convenience.

Then proceed to provide them information.  You may not get all of the info right away, but a professional way to ask for it may get it for you after more info is needed.

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  • Walk in Greeting:  Of course, this one may be more difficult as your body language is a key factor.  I was always professional, with good posture, and a smile on my face.  Nothing says I want to sell you a car like a slob with their hands in their pockets and wandering eyes, right?  I used something like this:

    Hi there!  Welcome to ABC Motors!  (With hand out ready to shake) I am Jenn Brockway, your name is?  Wonderful, what brings you in today?  Perfect!  Come this way (leads to a desk to enter into DealerCRM) let’s have a seat and discuss your likes/dislikes, needs/wants, and preferences so I can pull up the car of your dreams!  Would you like some water or coffee?

Most dealerships have refreshments somewhere.  I worked in various dealerships that had these for guests but I kept my mini-fridge well stocked with cans of pop, water, tea, juice, etc.  I even went as far as purchasing a Keurig for coffee for my clients (and me of course!). Whatever methods you use, make sure you put yourself in them!  Don’t be fake and try to be someone you are not.  Be welcoming, sincere and use your abilities to read your customers response and navigate your follow up questions and comments.

Have some key pointers you’d like to share around greeting best practices?  Feel free to contribute them in the comments below.