http://www.automotiveinternetsales.com http://www.internetsales20group.com The CRM is by far the MOST important tool in the Internet Sales Department, BDC or the dealership for that matter but MOST dealerships do not use it the right way, have it set up the right way and even the dealers that do... most of those dealers don't know how to take the data... AKA "Field Intelligence" from the CRM and identify the current situation in their dealerships and what they can do to get things moving in the right direction... The Importance of the Command Center (CRM) & How To Gather "Field Intel"

1. The Importance of the
Command Center
(Your C.R.M.)
And How to Gather “Field Intel”
Presented By
Sean V. Bradley
CEO and Founder
Dealer Synergy

2. Quick Background
• Has been immersed in Automotive Internet
Sales, BDC, CRM & Digital Marketing for
14+ years
• Spoken to over 80 NADA & NCM 20 Groups
• NADA Convention Speaker 3 Years in a
Row
• Writes for over 13 national magazines
• Founder of AutomotiveInternetSales.com
• Creator of the first and ONLY Internet Sales
20 Group – internetsales20group.com
• Has personally trained over 2,000 Dealer
Principals & GMs
• Certified FranklinCovey Trainer / Facilitator

5. We Will Be Focusing On The
Internet Department Operations
&
Internet Lead Management (ILM)

6. Overview
• Basics…
• Understand What Are The MOST Important
Details (Numbers) To Track And How…
• Receive the Dealer Synergy Operational Formula
for Internet Sales Coordinators (Appointment
Setters)…
• We Are Going To Go Live!
• Q&A

7. Basics
• Have You Set Up The ILM / CRM Fully?
• Have You And Everyone Been Thoroughly
Trained?
• Have You Set Up Integration & Automation
Capabilities?
• Have You Created ALL Action Plans?
• Have you created contingency plans?
• Have created a POWERFUL library of email
templates, voice mail templates, scripts,
objection/rebuttals etc…?

8. Most Important Things To Track…
Make sure lead count is handled the right way… Do
you have enough leads? Not too many, not too little
based on the appointment setters…
• Track “Oldest” leads
• Track last contact / or actions
• Check Prospect history for proper process protocol
• Check Dead leads… have they been TOed 100%? - Are
there dead leads that are still prime opportunities?
• Lost productivity time… by knowing employee schedules
and cross checking… for example if they work 9-5 but their
first time stamp is at 9:23 and they “left a voice mail”
but… their NEXT time stamp was at 10:00 WTH?

9. Most Important Things To Track…
• Response Times (Should Be Immediate)
• If there is NO Phone Number… what actions where taken to try
to engage the prospect…? (Reverse Look Up, Social etc…)
• TROLLING through “Active Leads” as a GSM / or Desk Manager…
looking for deals to put together…
• TO protocol… How many TOs & what is the status?
• Lost Opportunity Coordinator… Protocol

10. 3 Minute Book (Score Card)
• 120 Make or Take Phone
Calls Per Day…
• 11 – 14% connection ratio
(14 -17 bodies)
• 25 – 33% converted into
appointments (4-6)
• 62 - 65% appointments show
• 40 - 42% sold units (Varies)
Projection
• 120 calls X 5 working days =
600 per week
• 600 calls X 4.3 weeks =
2,580 in a month
• 2,580 X 14% C = 361.2
• 361 X 33% A = 119.1
• 119 X 62% S = 73.9
• 73.9 X 42 D = 31 UNITS!

11. Pop Quiz
Do You Think This is Realistic?

13. Lets Go LIVE!

14. Thank You!
You Can Download This Presentation At
www.AutomotiveInternetSales.com
Presented By
Sean V. Bradley
CEO and Founder
Dealer Synergy