The document discusses how Courtesy Chevrolet in Phoenix grew their internet sales team from 10 to over 300 cars per month. They did this through organic growth, specializing teams, centralized lead management, and defining roles and processes. Key aspects included splitting teams into new and used vehicles, adding managers and administrators, and opening a new larger BDC facility to handle increasing lead volumes from online marketing. This allowed more aggressive online advertising and higher sales volumes.
Courtesy Chevrolet in Phoenix, Arizona has become a leading online retailer of new and used Chevrolet vehicles. It uses an integrated online and offline marketing strategy involving multiple websites, landing pages, search engine marketing, and business development centers. This approach has significantly increased Courtesy's sales volume and leads generated over 18 months.
Ralph Paglia ILM Implementation For General Motors DealersRalph Paglia
Courtesy Chevrolet has emerged as the top internet retailer of new and used Chevrolets. It uses an integrated online and traditional marketing strategy along with business development centers and dedicated internet sales teams to dominate the online car buying experience. The dealership generates over 60,000 online leads annually and sold over 4,000 vehicles in 2006 through its internet sales department by implementing an effective lead management process. This process involves routing online leads into a customer relationship management tool, having staff make initial contact within 30 minutes, and scheduling test drive appointments to convert leads into sales.
Courtesy Chevrolet eIntegrated MarketingRalph Paglia
Courtesy Chevrolet in Phoenix, Arizona has become a leading internet retailer of new and used Chevrolet vehicles through an integrated marketing strategy. This involves dedicated business development centers, internet sales teams, and targeted online advertising. Over 18 months, Courtesy expanded its teams and online presence, increasing sales and customer satisfaction.
Digital Dealer Recruit Screen Hire WorkshopRalph Paglia
Ralph Paglia's presentation used during the 11th Digital Dealer Conference "Recruit Screen Hire" Workshop for car dealers in Las Vegas on October 6, 2011
The document summarizes a dealer meeting for Toyota dealers in the Kansas City region. It highlights Toyota's sales accomplishments in 2010, introduces special guests, recognizes anniversary dealers, and identifies the top performing dealers in digital marketing and lead generation based on website traffic, conversion rates, and total leads. The document also discusses the importance of reputation management and reviews as well as opportunities for social media marketing.
Here are the key things customers want to know:
- Price - What is the best price I can get?
- Availability - Do you have the model I want in stock? If not, how long will it take to get?
- Service - What kind of service and support can I expect after the sale?
- Experience - What will the buying and ownership experience be like?
The modern customer does extensive research online before contacting a dealer. Your website needs to provide transparent pricing, inventory availability, service details, and a positive customer experience message to meet their expectations. Addressing these core concerns upfront will help turn more online researchers into buyers.
Courtesy Chevrolet Sales Lead Management ProcessCourtesy Chevrolet Sales Lead...Social Media Marketing
The document discusses lead management strategies and analyzing buying cycles from dealer websites. It finds that the average buying cycle is 13 days but varies by month, with October having the shortest cycle at 7.7 days and December the longest at 22 days. Further analysis could determine the reasons for monthly variations in buying cycles.
Courtesy Chevy Internet Sales Lead Management ProcessRalph Paglia
The document discusses analyzing lead buying cycles and response times. It finds that October has the shortest buying cycle at 7.7 days on average, while December has the longest at 22 days. Responding to leads with a price quote within 1 hour closes sales at twice the rate of responses within 5 hours. Timing of lead responses and providing price quotes are important factors that impact closing ratios.
Courtesy Chevrolet in Phoenix, Arizona has become a leading online retailer of new and used Chevrolet vehicles. It uses an integrated online and offline marketing strategy involving multiple websites, landing pages, search engine marketing, and business development centers. This approach has significantly increased Courtesy's sales volume and leads generated over 18 months.
Ralph Paglia ILM Implementation For General Motors DealersRalph Paglia
Courtesy Chevrolet has emerged as the top internet retailer of new and used Chevrolets. It uses an integrated online and traditional marketing strategy along with business development centers and dedicated internet sales teams to dominate the online car buying experience. The dealership generates over 60,000 online leads annually and sold over 4,000 vehicles in 2006 through its internet sales department by implementing an effective lead management process. This process involves routing online leads into a customer relationship management tool, having staff make initial contact within 30 minutes, and scheduling test drive appointments to convert leads into sales.
Courtesy Chevrolet eIntegrated MarketingRalph Paglia
Courtesy Chevrolet in Phoenix, Arizona has become a leading internet retailer of new and used Chevrolet vehicles through an integrated marketing strategy. This involves dedicated business development centers, internet sales teams, and targeted online advertising. Over 18 months, Courtesy expanded its teams and online presence, increasing sales and customer satisfaction.
Digital Dealer Recruit Screen Hire WorkshopRalph Paglia
Ralph Paglia's presentation used during the 11th Digital Dealer Conference "Recruit Screen Hire" Workshop for car dealers in Las Vegas on October 6, 2011
The document summarizes a dealer meeting for Toyota dealers in the Kansas City region. It highlights Toyota's sales accomplishments in 2010, introduces special guests, recognizes anniversary dealers, and identifies the top performing dealers in digital marketing and lead generation based on website traffic, conversion rates, and total leads. The document also discusses the importance of reputation management and reviews as well as opportunities for social media marketing.
Here are the key things customers want to know:
- Price - What is the best price I can get?
- Availability - Do you have the model I want in stock? If not, how long will it take to get?
- Service - What kind of service and support can I expect after the sale?
- Experience - What will the buying and ownership experience be like?
The modern customer does extensive research online before contacting a dealer. Your website needs to provide transparent pricing, inventory availability, service details, and a positive customer experience message to meet their expectations. Addressing these core concerns upfront will help turn more online researchers into buyers.
Courtesy Chevrolet Sales Lead Management ProcessCourtesy Chevrolet Sales Lead...Social Media Marketing
The document discusses lead management strategies and analyzing buying cycles from dealer websites. It finds that the average buying cycle is 13 days but varies by month, with October having the shortest cycle at 7.7 days and December the longest at 22 days. Further analysis could determine the reasons for monthly variations in buying cycles.
Courtesy Chevy Internet Sales Lead Management ProcessRalph Paglia
The document discusses analyzing lead buying cycles and response times. It finds that October has the shortest buying cycle at 7.7 days on average, while December has the longest at 22 days. Responding to leads with a price quote within 1 hour closes sales at twice the rate of responses within 5 hours. Timing of lead responses and providing price quotes are important factors that impact closing ratios.
3 dmsc 2013 objective data performance plansRalph Paglia
The document discusses how to use objective data to create effective performance plans and compensation models. It emphasizes the importance of aligning team objectives with business strategy and reflecting them in evaluations and pay plans. The session will explore strategies for attracting, hiring, and training top internet sales professionals, and sharing tools that the most successful dealers use, like defining roles and responsibilities, pay plans, and lead response processes to increase hiring success and sales. It provides examples of how defining response processes, staffing levels, and regularly measuring performance can optimize lead conversion.
Courtesy Chevrolet implemented a digital marketing system that drove 386 extra car sales in one month. The system included two custom websites that increased leads by over 500% and fed into a CRM tool for email automation. Their business development center staff then used the phone to set showroom appointments from these online leads. By getting the right digital marketing system, staff with strong phone skills, and tools to automate follow-up, Courtesy Chevrolet became the top Chevrolet dealership in sales volume while lowering their marketing costs per vehicle retailed.
6 crm process execution cm - woodridgeRalph Paglia
1. The document discusses the use of Contact Management software to track customer relationships and follow up on sales leads. It integrates with the ERA dealership management system to share customer, vehicle, and transactional data in real-time.
2. Contact Management allows dealership staff to search for existing customers, enter new showroom visits and sales opportunities, and set automated follow up schedules. It provides tools to support various sales, service, and marketing processes.
3. Users access the online Contact Management system through a web interface using their unique login. It includes features for client profiles, tracking customer prospects, and a customizable security model.
This document discusses CDM's inventory marketing solutions for dealerships. It promotes CDM's products and services which help dealers accelerate vehicle listings online, improve data accuracy, and provide useful reporting. The key products are DigitalLot Solution for capturing vehicle data, AutoOffice for online inventory management, and CDM Dealer Services for outsourced inventory marketing. These solutions aim to increase dealership sales by rapidly distributing vehicle listings to over 200 sites and integrating trusted Kelley Blue Book values.
2 dmsc 2013 how to best train your staffRalph Paglia
The document discusses five major automotive industry social media networks: AutomotiveDigitalMarketing.com, DealerRefresh.com, DrivingSales.com, DealerElite.net, and AutoDealerPeople.com. It provides an overview of each site, including their core features and services, as well as traffic statistics from Compete, Inc. for the 12 months ending March 2012, ranking the sites based on traffic volume.
This document summarizes an eBusiness strategy workshop for Washington State Toyota dealers. The workshop introduces facilitators and assesses participants' IT savvy. It discusses using IT to sell and service cars more efficiently and profitably online and in dealerships. The goal is to increase traffic, develop an interactive site, and establish sales processes to convert online leads into appointments and sales.
The document discusses the "now economy" where customers control the marketplace and can access products instantly online. It then summarizes a tool called CarStory Market Reports that provides dynamic merchandising for dealers' websites based on regional analytics of supply and demand data. The tool is free for dealers to use and has led to improved metrics like increased leads and time on site for dealers that adopted it.
This document discusses how to increase website conversion rates through A/B testing and leveraging how the human brain works. It provides examples of case studies where websites optimized elements like pricing displays, forms, video vs text testimonials, and page layouts, resulting in conversion rate increases ranging from 13% to 300%. The presentation emphasizes testing website variations, as Amazon tests over 200 variations per month compared to an average of less than 2 for most companies. It also discusses tools that can help with A/B testing and lead generation coupons.
Wards Dealer Business Ralph Paglia ArticleRalph Paglia
Ralph Paglia worked at several car dealerships before becoming the director of CRM and e-business operations at Courtesy Chevrolet in Phoenix. Under his leadership, Courtesy has become a leading online retailer, ranking #2 on the Ward's e-Dealer 100. Paglia developed an online marketing plan that included teams for telemarketing, internet sales, and special financing. He spends around $91,000 per month on various online marketing strategies, such as search engine marketing, online lead referral companies, and targeted ads. Through these efforts, the dealership's internet department sells about 335 vehicles per month, a number Paglia hopes to increase to 400 in 2007.
DMS your entire inventory live on FleetRates.com with HomeNet's WebiolPro and FleetRates. Be one of over 16,000 dealers across the nation who use Webiol to export their live inventory online. No Long Term Contracts or Commitments. Sign up today for FleetRates.com and WebiolPlus. Become a FleetRates.com certified dealer to get noticed and Sell More Cars.
The document describes Salespoint, a mobile CRM app designed for salespeople. It addresses issues with traditional CRM systems by being simple, mobile-first, and focused on the daily tasks of salespeople. The app allows users to manage calendars, contacts, tasks, visit reports and more from their mobile device. It aims to streamline sales processes and provide management with the data they need in a easy to use package.
The document discusses 10 myths and realities about e-business in the automotive industry. It summarizes that auto dealers who embrace the internet can strengthen their position; build-to-order may not be demanded by consumers yet but build-to-demand will be important; consumers will become more comfortable buying vehicles online; customer satisfaction and relationships will be key to success; and there are no truly "new" or "old" economy companies but those that think with a new economy mindset will win.
The document discusses how social media is one of the most powerful influences on car buyers. It notes that 75% of car buyers find internet and social media resources most helpful when researching dealers. Additionally, 81% of car buyers and 83% of service customers said online review sites helped in their dealership selection process. The document provides examples of dealerships that improved their online reputation and reviews through actively managing social media, which led to increased sales and positive customer feedback. It emphasizes the importance of responding to reviews and engaging customers on social platforms like Facebook and Twitter.
"Intent driven automation" by Guillaume Cabe (Apple, Mention, Segment, Drift)TheFamily
This document discusses using data and automation to improve conversion rates through more personalized experiences. It argues that salespeople are able to close deals by asking the right questions to gather data on customers and then adapting their pitch based on that personalization. However, current marketing lacks this level of personalization, resulting in lower conversion rates. The document then provides examples of how companies can use data from various sources like IP addresses, website usage, and other online activities to better understand customers and score their intent before they even visit the website. This enriched data can then be used to personalize the digital experience through dynamic content, trigger appropriate messages through different channels like chat, email, advertising, and more to move prospects further up the funnel.
This document provides summaries of various automotive marketing and sales companies exhibiting at the 2005 NADA convention. It highlights the top-selling products and services offered by each company, including digital marketing systems to increase sales, customer relationship management software, online appointment scheduling tools, sales and management training programs, and customer retention services. The document aims to inform dealers of the latest solutions available to improve performance and grow their business.
Courtesy Chevrolet in Phoenix, AZ has become a leading online retailer of new and used Chevrolet vehicles. They use an integrated online and offline marketing strategy involving business development centers, dedicated internet sales teams, and a fully integrated interactive marketing approach. This has helped Courtesy Chevrolet dominate the online car buying experience in Phoenix and become the top selling Chevrolet dealership. Over time, they have expanded their online marketing and sales teams to continue growing their online business.
The document discusses the importance of a customer relationship center (CRC) for improving sales, profitability, and customer satisfaction. It outlines seven key processes for a CRC to focus on, including phone, internet, and in-person sales as well as follow up processes for both sold and unsold customers. Data from one dealership shows how implementing a CRC improved website traffic, leads, sales, and overall market performance compared to the previous year. The document emphasizes that full dealership support and defining success metrics are critical to overcoming obstacles when implementing a successful CRC.
Internet Battle Plan - Growing Your BDC and Internet Sales Department in a Ca...Ralph Paglia
The document discusses how Courtesy Chevrolet in Phoenix, Arizona grew their internet sales team from 10 to 300 cars per month through organic growth. They focused on human resource development, defining clear sales processes, generating large quantities of high-quality leads, and ensuring adequate staffing levels and resources to handle high lead volumes. Key aspects that contributed to their success included developing specialized internet sales teams, documenting roles and responsibilities, and implementing processes to efficiently manage high call and email volumes from leads.
Digital Dealer April2007 Ralph Paglia Cover Story 2Ralph Paglia
The document provides an interview with Ralph Paglia, the e-business director of Courtesy Chevrolet dealership in Phoenix, Arizona. It discusses how the dealership generates over 30% of its sales from its e-business department, which includes internet sales teams, a customer relationship center, and marketing efforts. It also details the various sources the dealership uses to generate internet leads, how it manages customer information, and challenges maintaining gross profits with internet sales.
Digital Dealer April 2007 Ralph Paglia Cover Story 2Ralph Paglia
The document provides an interview with Ralph Paglia, the e-business director of Courtesy Chevrolet dealership in Phoenix, Arizona. It discusses how the dealership generates over 30% of its sales from its e-business department, which includes internet sales teams, a customer relationship center, and marketing efforts. It also details the various sources the dealership uses to generate internet leads and the different closing rates for each source.
3 dmsc 2013 objective data performance plansRalph Paglia
The document discusses how to use objective data to create effective performance plans and compensation models. It emphasizes the importance of aligning team objectives with business strategy and reflecting them in evaluations and pay plans. The session will explore strategies for attracting, hiring, and training top internet sales professionals, and sharing tools that the most successful dealers use, like defining roles and responsibilities, pay plans, and lead response processes to increase hiring success and sales. It provides examples of how defining response processes, staffing levels, and regularly measuring performance can optimize lead conversion.
Courtesy Chevrolet implemented a digital marketing system that drove 386 extra car sales in one month. The system included two custom websites that increased leads by over 500% and fed into a CRM tool for email automation. Their business development center staff then used the phone to set showroom appointments from these online leads. By getting the right digital marketing system, staff with strong phone skills, and tools to automate follow-up, Courtesy Chevrolet became the top Chevrolet dealership in sales volume while lowering their marketing costs per vehicle retailed.
6 crm process execution cm - woodridgeRalph Paglia
1. The document discusses the use of Contact Management software to track customer relationships and follow up on sales leads. It integrates with the ERA dealership management system to share customer, vehicle, and transactional data in real-time.
2. Contact Management allows dealership staff to search for existing customers, enter new showroom visits and sales opportunities, and set automated follow up schedules. It provides tools to support various sales, service, and marketing processes.
3. Users access the online Contact Management system through a web interface using their unique login. It includes features for client profiles, tracking customer prospects, and a customizable security model.
This document discusses CDM's inventory marketing solutions for dealerships. It promotes CDM's products and services which help dealers accelerate vehicle listings online, improve data accuracy, and provide useful reporting. The key products are DigitalLot Solution for capturing vehicle data, AutoOffice for online inventory management, and CDM Dealer Services for outsourced inventory marketing. These solutions aim to increase dealership sales by rapidly distributing vehicle listings to over 200 sites and integrating trusted Kelley Blue Book values.
2 dmsc 2013 how to best train your staffRalph Paglia
The document discusses five major automotive industry social media networks: AutomotiveDigitalMarketing.com, DealerRefresh.com, DrivingSales.com, DealerElite.net, and AutoDealerPeople.com. It provides an overview of each site, including their core features and services, as well as traffic statistics from Compete, Inc. for the 12 months ending March 2012, ranking the sites based on traffic volume.
This document summarizes an eBusiness strategy workshop for Washington State Toyota dealers. The workshop introduces facilitators and assesses participants' IT savvy. It discusses using IT to sell and service cars more efficiently and profitably online and in dealerships. The goal is to increase traffic, develop an interactive site, and establish sales processes to convert online leads into appointments and sales.
The document discusses the "now economy" where customers control the marketplace and can access products instantly online. It then summarizes a tool called CarStory Market Reports that provides dynamic merchandising for dealers' websites based on regional analytics of supply and demand data. The tool is free for dealers to use and has led to improved metrics like increased leads and time on site for dealers that adopted it.
This document discusses how to increase website conversion rates through A/B testing and leveraging how the human brain works. It provides examples of case studies where websites optimized elements like pricing displays, forms, video vs text testimonials, and page layouts, resulting in conversion rate increases ranging from 13% to 300%. The presentation emphasizes testing website variations, as Amazon tests over 200 variations per month compared to an average of less than 2 for most companies. It also discusses tools that can help with A/B testing and lead generation coupons.
Wards Dealer Business Ralph Paglia ArticleRalph Paglia
Ralph Paglia worked at several car dealerships before becoming the director of CRM and e-business operations at Courtesy Chevrolet in Phoenix. Under his leadership, Courtesy has become a leading online retailer, ranking #2 on the Ward's e-Dealer 100. Paglia developed an online marketing plan that included teams for telemarketing, internet sales, and special financing. He spends around $91,000 per month on various online marketing strategies, such as search engine marketing, online lead referral companies, and targeted ads. Through these efforts, the dealership's internet department sells about 335 vehicles per month, a number Paglia hopes to increase to 400 in 2007.
DMS your entire inventory live on FleetRates.com with HomeNet's WebiolPro and FleetRates. Be one of over 16,000 dealers across the nation who use Webiol to export their live inventory online. No Long Term Contracts or Commitments. Sign up today for FleetRates.com and WebiolPlus. Become a FleetRates.com certified dealer to get noticed and Sell More Cars.
The document describes Salespoint, a mobile CRM app designed for salespeople. It addresses issues with traditional CRM systems by being simple, mobile-first, and focused on the daily tasks of salespeople. The app allows users to manage calendars, contacts, tasks, visit reports and more from their mobile device. It aims to streamline sales processes and provide management with the data they need in a easy to use package.
The document discusses 10 myths and realities about e-business in the automotive industry. It summarizes that auto dealers who embrace the internet can strengthen their position; build-to-order may not be demanded by consumers yet but build-to-demand will be important; consumers will become more comfortable buying vehicles online; customer satisfaction and relationships will be key to success; and there are no truly "new" or "old" economy companies but those that think with a new economy mindset will win.
The document discusses how social media is one of the most powerful influences on car buyers. It notes that 75% of car buyers find internet and social media resources most helpful when researching dealers. Additionally, 81% of car buyers and 83% of service customers said online review sites helped in their dealership selection process. The document provides examples of dealerships that improved their online reputation and reviews through actively managing social media, which led to increased sales and positive customer feedback. It emphasizes the importance of responding to reviews and engaging customers on social platforms like Facebook and Twitter.
"Intent driven automation" by Guillaume Cabe (Apple, Mention, Segment, Drift)TheFamily
This document discusses using data and automation to improve conversion rates through more personalized experiences. It argues that salespeople are able to close deals by asking the right questions to gather data on customers and then adapting their pitch based on that personalization. However, current marketing lacks this level of personalization, resulting in lower conversion rates. The document then provides examples of how companies can use data from various sources like IP addresses, website usage, and other online activities to better understand customers and score their intent before they even visit the website. This enriched data can then be used to personalize the digital experience through dynamic content, trigger appropriate messages through different channels like chat, email, advertising, and more to move prospects further up the funnel.
This document provides summaries of various automotive marketing and sales companies exhibiting at the 2005 NADA convention. It highlights the top-selling products and services offered by each company, including digital marketing systems to increase sales, customer relationship management software, online appointment scheduling tools, sales and management training programs, and customer retention services. The document aims to inform dealers of the latest solutions available to improve performance and grow their business.
Courtesy Chevrolet in Phoenix, AZ has become a leading online retailer of new and used Chevrolet vehicles. They use an integrated online and offline marketing strategy involving business development centers, dedicated internet sales teams, and a fully integrated interactive marketing approach. This has helped Courtesy Chevrolet dominate the online car buying experience in Phoenix and become the top selling Chevrolet dealership. Over time, they have expanded their online marketing and sales teams to continue growing their online business.
The document discusses the importance of a customer relationship center (CRC) for improving sales, profitability, and customer satisfaction. It outlines seven key processes for a CRC to focus on, including phone, internet, and in-person sales as well as follow up processes for both sold and unsold customers. Data from one dealership shows how implementing a CRC improved website traffic, leads, sales, and overall market performance compared to the previous year. The document emphasizes that full dealership support and defining success metrics are critical to overcoming obstacles when implementing a successful CRC.
Internet Battle Plan - Growing Your BDC and Internet Sales Department in a Ca...Ralph Paglia
The document discusses how Courtesy Chevrolet in Phoenix, Arizona grew their internet sales team from 10 to 300 cars per month through organic growth. They focused on human resource development, defining clear sales processes, generating large quantities of high-quality leads, and ensuring adequate staffing levels and resources to handle high lead volumes. Key aspects that contributed to their success included developing specialized internet sales teams, documenting roles and responsibilities, and implementing processes to efficiently manage high call and email volumes from leads.
Digital Dealer April2007 Ralph Paglia Cover Story 2Ralph Paglia
The document provides an interview with Ralph Paglia, the e-business director of Courtesy Chevrolet dealership in Phoenix, Arizona. It discusses how the dealership generates over 30% of its sales from its e-business department, which includes internet sales teams, a customer relationship center, and marketing efforts. It also details the various sources the dealership uses to generate internet leads, how it manages customer information, and challenges maintaining gross profits with internet sales.
Digital Dealer April 2007 Ralph Paglia Cover Story 2Ralph Paglia
The document provides an interview with Ralph Paglia, the e-business director of Courtesy Chevrolet dealership in Phoenix, Arizona. It discusses how the dealership generates over 30% of its sales from its e-business department, which includes internet sales teams, a customer relationship center, and marketing efforts. It also details the various sources the dealership uses to generate internet leads and the different closing rates for each source.
Digital Dealer April2007 Ralph Paglia Cover Story 2Ralph Paglia
The document provides an interview with Ralph Paglia, the e-business director of Courtesy Chevrolet dealership in Phoenix, Arizona. It discusses how the dealership generates over 30% of its sales from its e-business department, which includes internet sales teams, a customer relationship center, and marketing efforts. It also details the various sources the dealership uses to generate internet leads, how it manages customer information, and challenges maintaining gross profits with internet sales.
Automotive digital advertising for car dealers v4Ralph Paglia
This document summarizes a presentation given at the Digital Advertising Dealer Summit on November 18, 2008. It introduces several speakers who discuss best practices in digital advertising and lead management for auto dealerships. Specific topics covered include the use of search engine advertising, display ads, and radio ads on platforms like Google AdWords and Google Audio. Case studies are presented showing how dealerships have increased leads, sales, and revenue through digital advertising strategies. Metrics for measuring the effectiveness of digital advertising campaigns are also discussed.
Automotive Digital Advertising for Car Dealers...
For more information on various services available for car dealers, visit http://www.SocialAutoSales.com and join the online network set up by Ralph's ADP Social Media Reputation Management Team at http://www.ADPsocial.com
This document summarizes a presentation given at the Digital Advertising Dealer Summit on November 18, 2008. It introduces several speakers who will discuss best practices in digital advertising and lead management. It also provides an overview of the current state of digital advertising, how dealers can implement digital advertising strategies, and metrics to measure the success of digital advertising campaigns. Key topics covered include the growth of digital advertising spending, how consumers now research vehicles online, and approaches for dealers to set up their own digital advertising or work with partners to implement turn-key solutions.
This document summarizes a presentation given at a digital advertising dealer summit. It discusses several speakers who shared their expertise in topics like digital marketing best practices, lead management, and metrics. It also outlines the OEM's three-tiered approach to digital advertising for dealers, including do-it-yourself options, setup and training, and turnkey solutions. Key performance metrics for digital advertising campaigns like impressions, clicks, leads, and vehicle sales are also reviewed.
This document discusses best practices for screening, selecting, and hiring dealership employees. It explores organizational development strategies, recruiting tools, screening processes, and training methods that the most successful dealers use. The session will share the tools and processes used by Ralph Paglia to build some of the most successful internet sales departments, including what elements are essential for growth. It emphasizes that organizational development is key and often the primary reason for failure or lack of growth in internet sales operations.
This document discusses best practices for screening, selecting, and hiring dealership employees. It explores organizational development strategies, recruiting tools, screening processes, and training methods that the most successful dealers use. The session will share the tools and processes used by Ralph Paglia to build some of the most successful internet sales departments, including what elements are essential for growth. It emphasizes that organizational development is key and often the primary reason for failure or lack of growth in internet sales operations.
The document discusses best practices for screening, selecting, and hiring dealership employees. It explores organizational development strategies, recruiting tools, screening processes, and training materials that the most successful dealers use. The session will share the tools and processes used by Ralph Paglia to build some of the most successful internet sales departments, including the essential elements needed to grow sales departments into high-performance operations that can convert marketing opportunities into sales.
Digital Dealer April2007 Ralph Paglia Cover StoryRalph Paglia
Ralph Paglia is the e-business director at Courtesy Chevrolet in Phoenix, Arizona, which has a large Hispanic population and competitive auto market. He oversees 60 employees across internet sales, customer relationship, and finance teams. Courtesy Chevrolet generates 30% of its sales from these departments. Paglia discusses the dealership's website strategy, use of multiple vendors, and challenges maintaining profits with internet sales in a competitive market.
Digital Dealer Magazine Interview with Ralph Paglia is Cover StoryRalph Paglia
Ralph Paglia is the e-business director at Courtesy Chevrolet in Phoenix, Arizona, which has a large Hispanic population and competitive auto market. He oversees 60 employees across internet sales, customer relationship, and finance teams. Courtesy Chevrolet generates 30% of its sales from these departments. Paglia discusses the dealership's website strategy, use of multiple vendors, and challenges maintaining profits with internet sales in a competitive market.
Digital Dealer April2007 Ralph Paglia Cover Story.Ralph Paglia
Ralph Paglia is the e-business director of Courtesy Chevrolet in Phoenix, Arizona, one of the fastest growing cities. He oversees 60 employees across various internet sales teams that generate 300-400 vehicle sales per month, accounting for 30% of the dealership's total sales. While 25% of the new vehicle advertising budget is spent on digital marketing, over 50% of the used vehicle budget is spent online, as digital efforts drive both internet leads and showroom traffic for used vehicles. The department's lowest closing rate is on third-party leads at 5.15%, while internally generated leads have a higher closing percentage.
Ralph Paglia is the e-business director at Courtesy Chevrolet in Phoenix, Arizona, which has a large Hispanic population and competitive auto market. He oversees 60 employees across internet sales, customer relationship, and finance teams. Courtesy Chevrolet generates 30% of its sales from these departments. Paglia discusses the dealership's website strategy, use of multiple vendors, and challenges of maintaining profits with internet sales in a competitive market.
Ralph Paglia Interview Digital Dealer MagazineRalph Paglia
Ralph Paglia is the e-business director at Courtesy Chevrolet in Phoenix, Arizona, which is experiencing rapid
growth. He oversees 60 employees across internet sales, customer relationship center, and finance teams. These
teams generate 300-400 vehicle sales per month, accounting for 30% of the dealership's total sales. Paglia has
extensive experience in automotive internet sales, having worked for several dealerships and companies since
1981. He joined Courtesy Chevrolet in 2005 to develop their e-business department.
Ralph Paglia is the e-business director at Courtesy Chevrolet in Phoenix, Arizona, which is experiencing
rapid population and economic growth. He oversees 60 employees in the dealership's e-business department
which generates 30% of the dealership's sales through internet sales teams. The department has separate new
and used car internet sales teams as well as customer relationship teams that handle online leads. While
third-party internet leads have the lowest closing rate at 5.15%, internally generated leads have higher closing
rates and the department focuses on growing its own lead sources to recycle past customers.
Ralph Paglia is the e-business director at Courtesy Chevrolet in Phoenix, Arizona, which is experiencing rapid
growth. He oversees 60 employees across internet sales, customer relationship center, and finance teams. These
teams generate 300-400 vehicle sales per month, accounting for 30% of the dealership's total sales. While thirdparty leads have the lowest closing rate at 5.15%, internally generated leads have higher closing rates as the
dealership can better target customers and convert them. The department aims to increase the percentage of
sales and profits generated through internet and digital marketing efforts over time.
Similar to Automotive Internet Sales Department - growing-internetstaffv2 (20)
TrueCar received significant criticism from dealers and dealer associations starting in late 2011. In response, from January to April 2012 TrueCar made major changes to their business model and practices to address these concerns. Some key changes included overhauling their website to address regulatory compliance issues, changing how pricing data was displayed to provide more context, and reducing the data received from dealers to address misinformation. TrueCar felt these changes were necessary to ensure they were properly partnering with the auto industry.
The document summarizes the AutoConnections 2012 conference to be held September 5-8 at the Aria Resort & Casino in Las Vegas. The conference will focus on connecting automotive dealerships with technologies, strategies, and leaders to create new business outcomes. It will feature keynote speakers and workshops on topics like attracting employees, implementing business processes, using social media and mobile marketing, and strengthening a dealership's local presence. Attendees will learn strategies for measuring performance and leveraging relationships to increase sales and profits.
Ralph Paglia is the President of Automotive Media Partners and Chairman of the AutoConnections Conference and Exposition. He has over 30 years of experience in the automotive industry as a marketing practitioner, operations consultant, and thought leader. Paglia has written dozens of published articles and has consulted for major automakers and dealerships, helping them adopt digital marketing strategies over the past 15 years.
TrueCar will sponsor AutoCon 2012, the largest automotive industry conference, in September in Las Vegas. As title sponsor, TrueCar will sponsor meals and receptions, provide scholarships for attendees, and showcase their products. AutoCon 2012 aims to bring together over 12,000 automotive professionals online through networks like ADM and DealerELITE for speakers, workshops, and exhibits focused on automotive marketing strategies. It is produced by First Class Educators, an event planning company known for high quality automotive industry events.
Robin Cunningham, a faculty member of the NCM Institute, will be leading a benchmarking workshop at the AutoCon 2012 automotive conference to help auto dealers improve profitability through proven benchmarking processes. The workshop will teach attendees the top three areas of opportunity to enhance total dealership profits based on analyses of high-performing dealers. AutoCon 2012 aims to provide dealer principals with the latest best practices and technologies through various workshops and sessions to help them adapt to current industry changes.
This document provides techniques for automotive dealers to effectively utilize social media in 2011. It discusses establishing a social media mindset focused on conversation rather than constant selling. The document outlines best practices for Facebook, such as posting a variety of interesting, informed, involved, and in-business content. For Twitter, it recommends finding and starting conversations. It also stresses the importance of creating video and blog content to engage customers. The overall recommendation is to focus on listening to customers and engaging in conversations rather than constant broadcasting to build a strong social media strategy.
The document is a workbook for assessing social media strategies. It provides steps and worksheets to help users define objectives, determine where they are in the social media lifecycle, understand challenges, and monitor target audiences. The goals are to formulate a strategic social media plan by identifying goals, researching the competitive landscape and audience, aligning objectives to metrics, and gaining insights into audience behaviors. Completing the workbook activities helps create a effective strategic approach for social media.
The document discusses how having multiple dealership websites is more effective than a single website for digital marketing success. It explains that 75% of car buyers spend much of their online time shopping, and over 65% research vehicles online. The author details how his dealership significantly increased internet-generated leads and sales by implementing additional websites focused on specific topics and audiences, growing revenues over 200% with a 40% increase in interactive marketing spending. In conclusion, the document advocates that multiple targeted websites and landing pages are far more cost-effective for converting visitors to leads and sales than relying on a single all-purpose dealership website.
This document summarizes a Forrester Consulting report on how interactive marketers should rethink traditional approaches to campaign management. The report finds that interactive marketers struggle with customer data integration and generating insights across channels. It also finds that integrated campaign management is needed to provide a consistent customer experience. The report recommends that interactive marketers focus on real-time customer insights, integrated campaign management, and improved measurement and attribution of ROI across channels.
This document discusses different types of users on automotive social media platforms including creators who generate and share content, critics who comment and review content, collectors who follow brands and save media, joiners who participate in groups and discussions, spectators who passively view content, and inactives who have profiles but do not engage. It also mentions prioritizing online SEO tactics for these platforms.
This document presents a framework for estimating the prevalence of deceptive reviews in online review communities. It proposes using a machine learning classifier trained to detect deceptive reviews, along with estimates of the classifier's accuracy, within a generative model. The model is used to estimate deception rates in six major review sites like Expedia and Yelp, without requiring gold-standard human annotations. It finds deception rates vary significantly between sites, with sites having lower "signaling costs" for posting reviews generally showing higher estimated deception. When sites take measures to increase costs, like filtering new reviewers, estimated deception decreases substantially.
The document summarizes research on detecting fake reviewer groups on consumer review sites. The researchers developed a method to discover groups of reviewers working collaboratively to write fake reviews to promote or demote products. The method uses frequent itemset mining to find candidate groups and behavioral models to detect abnormal behaviors between group members. It was shown to outperform other detection methods and a labeled dataset of fake reviewer groups was created for evaluation. The researchers provide an example of a detected fake reviewer group coordinating positive reviews for the same products.
This document provides techniques for automotive dealers to effectively utilize social media in 2011. It discusses establishing a social media mindset focused on conversation rather than constant selling. Effective Facebook techniques include posting a mix of interesting, informed, involved, and business content to engage users and expose converting messages. Twitter should be used to find and start conversations rather than just broadcasting. Video testimonials and blog posts that provide tips, opinions, events, or offbeat facts are recommended ways to create engaging content. The document emphasizes that social media requires dedication to conversation in order to effectively sell through these channels.
The document provides an executive summary and overview of the top digital trends for 2012 according to eMarketer. Some of the key trends highlighted include:
- Smartphone, tablet, and e-reader adoption continuing to grow rapidly in the US.
- Marketers and retailers focusing more on analyzing vast amounts of consumer data to drive outcomes rather than just collecting data.
- A shift from location-based check-ins to helping consumers complete purchases and transactions.
- Growing emphasis on measuring the real impact and ROI of digital marketing campaigns across various channels.
- Political campaigns expected to make novel uses of social media and digital platforms during the 2012 US presidential election.
Jay Baer is a leading social media consultant and strategist based in the United States. He has worked with many large American companies through his consulting firm Convince and Convert since 1994. As well as consulting, he is also an author, blogger, and frequent keynote speaker on social media and its impact on business. When not working, he enjoys spending time with his family and enjoying activities like wine, theatre, and sports.
YouTube reaches 59% of all auto enthusiasts, with over 2 million unique auto enthusiast users per month. These users are males aged 18-44 who are influential in vehicle purchase decisions. YouTube reaches a significantly higher percentage of auto enthusiasts than other niche vehicle sites, demonstrating it is an effective platform for reaching this target audience.
This document discusses how mobile changes businesses' value propositions. It provides examples of companies that have adapted well to mobile, such as Chase allowing mobile check deposits and Intuit offering tax filing via smartphone photos. The document emphasizes that companies should define their value proposition by determining what consumers want to do with their business via mobile. It also discusses how mobile can help businesses reach local customers within a short distance to get them through the door. The examples provided illustrate how location-based features and functionality can embrace potential nearby customers.
AutoCon 2012 - The AutoConnections Conference and Exposition will be held at the Aria Resort and Casino in Las Vegas from September 5th to the 8th. Learn more and register for this event at http://AutoCon2012.com
Lon Safko is an inventor, author, and entrepreneur who has founded 14 successful companies. He created the first computer that saved a human life and holds three patents. Safko has won numerous awards for his creativity and innovation. He is the author of seven bestselling books on topics such as social media, online business, and creative thinking. Safko gives presentations to corporations on harnessing innovative thinking and using social media to increase productivity and profits.
More from Automotive Digital Marketing Professional Community (20)
Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...my Pandit
Explore the fascinating world of the Gemini Zodiac Sign. Discover the unique personality traits, key dates, and horoscope insights of Gemini individuals. Learn how their sociable, communicative nature and boundless curiosity make them the dynamic explorers of the zodiac. Dive into the duality of the Gemini sign and understand their intellectual and adventurous spirit.
Digital Marketing with a Focus on Sustainabilitysssourabhsharma
Digital Marketing best practices including influencer marketing, content creators, and omnichannel marketing for Sustainable Brands at the Sustainable Cosmetics Summit 2024 in New York
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.AnnySerafinaLove
This letter, written by Kellen Harkins, Course Director at Full Sail University, commends Anny Love's exemplary performance in the Video Sharing Platforms class. It highlights her dedication, willingness to challenge herself, and exceptional skills in production, editing, and marketing across various video platforms like YouTube, TikTok, and Instagram.
Call8328958814 satta matka Kalyan result satta guessing➑➌➋➑➒➎➑➑➊➍
Satta Matka Kalyan Main Mumbai Fastest Results
Satta Matka ❋ Sattamatka ❋ New Mumbai Ratan Satta Matka ❋ Fast Matka ❋ Milan Market ❋ Kalyan Matka Results ❋ Satta Game ❋ Matka Game ❋ Satta Matka ❋ Kalyan Satta Matka ❋ Mumbai Main ❋ Online Matka Results ❋ Satta Matka Tips ❋ Milan Chart ❋ Satta Matka Boss❋ New Star Day ❋ Satta King ❋ Live Satta Matka Results ❋ Satta Matka Company ❋ Indian Matka ❋ Satta Matka 143❋ Kalyan Night Matka..
Taurus Zodiac Sign: Unveiling the Traits, Dates, and Horoscope Insights of th...my Pandit
Dive into the steadfast world of the Taurus Zodiac Sign. Discover the grounded, stable, and logical nature of Taurus individuals, and explore their key personality traits, important dates, and horoscope insights. Learn how the determination and patience of the Taurus sign make them the rock-steady achievers and anchors of the zodiac.
Industrial Tech SW: Category Renewal and CreationChristian Dahlen
Every industrial revolution has created a new set of categories and a new set of players.
Multiple new technologies have emerged, but Samsara and C3.ai are only two companies which have gone public so far.
Manufacturing startups constitute the largest pipeline share of unicorns and IPO candidates in the SF Bay Area, and software startups dominate in Germany.
Storytelling is an incredibly valuable tool to share data and information. To get the most impact from stories there are a number of key ingredients. These are based on science and human nature. Using these elements in a story you can deliver information impactfully, ensure action and drive change.
How MJ Global Leads the Packaging Industry.pdfMJ Global
MJ Global's success in staying ahead of the curve in the packaging industry is a testament to its dedication to innovation, sustainability, and customer-centricity. By embracing technological advancements, leading in eco-friendly solutions, collaborating with industry leaders, and adapting to evolving consumer preferences, MJ Global continues to set new standards in the packaging sector.
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This PowerPoint compilation offers a comprehensive overview of 20 leading innovation management frameworks and methodologies, selected for their broad applicability across various industries and organizational contexts. These frameworks are valuable resources for a wide range of users, including business professionals, educators, and consultants.
Each framework is presented with visually engaging diagrams and templates, ensuring the content is both informative and appealing. While this compilation is thorough, please note that the slides are intended as supplementary resources and may not be sufficient for standalone instructional purposes.
This compilation is ideal for anyone looking to enhance their understanding of innovation management and drive meaningful change within their organization. Whether you aim to improve product development processes, enhance customer experiences, or drive digital transformation, these frameworks offer valuable insights and tools to help you achieve your goals.
INCLUDED FRAMEWORKS/MODELS:
1. Stanford’s Design Thinking
2. IDEO’s Human-Centered Design
3. Strategyzer’s Business Model Innovation
4. Lean Startup Methodology
5. Agile Innovation Framework
6. Doblin’s Ten Types of Innovation
7. McKinsey’s Three Horizons of Growth
8. Customer Journey Map
9. Christensen’s Disruptive Innovation Theory
10. Blue Ocean Strategy
11. Strategyn’s Jobs-To-Be-Done (JTBD) Framework with Job Map
12. Design Sprint Framework
13. The Double Diamond
14. Lean Six Sigma DMAIC
15. TRIZ Problem-Solving Framework
16. Edward de Bono’s Six Thinking Hats
17. Stage-Gate Model
18. Toyota’s Six Steps of Kaizen
19. Microsoft’s Digital Transformation Framework
20. Design for Six Sigma (DFSS)
To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations
SATTA MATKA SATTA FAST RESULT KALYAN TOP MATKA RESULT KALYAN SATTA MATKA FAST RESULT MILAN RATAN RAJDHANI MAIN BAZAR MATKA FAST TIPS RESULT MATKA CHART JODI CHART PANEL CHART FREE FIX GAME SATTAMATKA ! MATKA MOBI SATTA 143 spboss.in TOP NO1 RESULT FULL RATE MATKA ONLINE GAME PLAY BY APP SPBOSS
The APCO Geopolitical Radar - Q3 2024 The Global Operating Environment for Bu...APCO
The Radar reflects input from APCO’s teams located around the world. It distils a host of interconnected events and trends into insights to inform operational and strategic decisions. Issues covered in this edition include:
The Steadfast and Reliable Bull: Taurus Zodiac Signmy Pandit
Explore the steadfast and reliable nature of the Taurus Zodiac Sign. Discover the personality traits, key dates, and horoscope insights that define the determined and practical Taurus, and learn how their grounded nature makes them the anchor of the zodiac.
❼❷⓿❺❻❷❽❷❼❽ Dpboss Matka Result Satta Matka Guessing Satta Fix jodi Kalyan Final ank Satta Matka Dpbos Final ank Satta Matta Matka 143 Kalyan Matka Guessing Final Matka Final ank Today Matka 420 Satta Batta Satta 143 Kalyan Chart Main Bazar Chart vip Matka Guessing Dpboss 143 Guessing Kalyan night
Brian Fitzsimmons on the Business Strategy and Content Flywheel of Barstool S...Neil Horowitz
On episode 272 of the Digital and Social Media Sports Podcast, Neil chatted with Brian Fitzsimmons, Director of Licensing and Business Development for Barstool Sports.
What follows is a collection of snippets from the podcast. To hear the full interview and more, check out the podcast on all podcast platforms and at www.dsmsports.net
Best Competitive Marble Pricing in Dubai - ☎ 9928909666Stone Art Hub
Stone Art Hub offers the best competitive Marble Pricing in Dubai, ensuring affordability without compromising quality. With a wide range of exquisite marble options to choose from, you can enhance your spaces with elegance and sophistication. For inquiries or orders, contact us at ☎ 9928909666. Experience luxury at unbeatable prices.
2. Courtesy Chevrolet in Phoenix, AZ has become the USA’s leading Internet retailer of new and certified used Chevrolet vehicles… Human Resource Development has been the key to this success.
3.
4.
5. Courtesy Chevrolet’s Internet Sales Team growth has Allowed the Dealership to Become More Aggressive with Lower Cost Online Marketing Growing Your Internet Team’s Capabilities Allows Dealers to Feel More Confident about Online Ads
6. 61,642 Leads Generated and Tracked within CRM System Growing Your Internet Staff from 10 to 300 Cars per Month Requires Large Quantities of Leads
7. 4,008 eBusiness Department Sales of New & Used Vehicles in 2006 Segmented by Marketing Category (Total Store Sales >11,000) Growing Your Internet Staff using Large Quantities of Leads will Generate Higher Volumes of Sales
8. Sales/Lead Closing Ratios ranged from 5.15% to 16.64% when segmented into categories based on Marketing Type Growing Your Internet Staff using Large Quantities of Leads will Result in Closing Ratio Variations
9.
10. Inbound Internet Lead Management Process Dealer Lead Management Process Map Growing Your Internet Sales Team Requires that you Define what Your Internet Process Should Look Like
11.
12. Courtesy Chevrolet CRM/eBusiness Teams as of August, 2005 Ralph Paglia Begins at Courtesy as eBusiness Director BDC Manager New & Used Vehicle Sales Dept. Internet Sales Manager New & Used Vehicle Sales Dept. CSR 1 CSR 2 CSR 3 CSR 4 CSR 5 CSR 6 CSR 7 CSR 8 ISS 1 ISS 2 ISS 3 ISS 4 ISS 5 ISS 6 ISS 7 ISS 8 Phase 1 Sales Results: Internet sales averaged 88 units per month (new & used) BDC generated sales averaged 92 units per month (new & used) Mike Gordon IT Director
17. Courtesy Chevrolet CRM/eBusiness Teams as of September, 2006 Ralph Paglia CRM/eBusiness Director Joel Matteson BDC Manager George Salman Internet Sales Manager New Vehicle Department Vernon Intara BDC Team Leader NEW Vehicle Sales Bryan Long Internet Sales Manager Used Vehicle Sales Kelly Slaughter & Cecy Girod CRM Administrators Adrian Fajardo Internet Sales Manager Courtesy On Bell CSR 1 CSR 2 CSR 3 CSR 4 CSR 5 CSR 6 CSR 7 CSR 8 CSR 9… CSR 12 ISS 1 ISS 2 ISS 3 ISS 4 ISS 5 ISS 6 ISS 7 ISS 8 ISS 9 ISS 10 ISS 13 ISS 14 ISS 15 ISS 16 ISS 17 ISS 18 ISS 19 ISS 20 ISS 21 CSR 13 CSR 14 CSR 15 CSR 16 CSR 17 CSR 18 Certified Sales Consultants Assigned to Handle Internet Leads Mike Gordon IT Director Ron Daly & Scott Daly Special eFinance Team ISS 22 CSR 19 CSR 20 125 sales 125 sales 125 sales 75 sales 50 sales 50 sales Phase 4 Team Expansion: New 26 Workstation BDC w/1 Manager supervising 2 Team Leaders; 1 New Car BDC Team Leader & 1 Used Car BDC Team Leader - Consolidate 2 BDC’s into 1 and develop new & used BDC Teams Barbara Mason eFinance Manager Judith Rodriguez eFinance Admin Cisco Abalos BDC Team Leader USED Vehicle Sales CSR 21… CSR 24 ISS 12 ISS 11 ISS 23 ISS 24 Centralized BDC In New Facilities
18. Courtesy Chevrolet CRM/eBusiness Teams as of January, 2007 Ralph Paglia CRM/eBusiness Director Joel Matteson BDC Manager New & Used Dept.’s George Salman Internet Sales Manager New Vehicle Department Vernon Intara BDC Team Leader NEW Vehicle Sales Bryan Long Internet Sales Manager Used Vehicle Sales Toni Hunter & Jackie Bombardo CRM Administrators Adrian Fajardo Internet Sales Manager Courtesy On Bell CSR 1 CSR 2 CSR 3 CSR 4 CSR 5 CSR 6 CSR 7 CSR 8 CSR 9… CSR 12 ISS 1 ISS 2 ISS 3 ISS 4 ISS 5 ISS 6 ISS 7 ISS 8 ISS 9 ISS 10 ISS 13 ISS 14 ISS 15 ISS 16 ISS 17 ISS 18 ISS 19 ISS 20 ISS 21 CSR 13 CSR 14 CSR 15 CSR 16 CSR 17 CSR 18 Certified Sales Consultants Assigned to Handle Internet Leads Mike Gordon IT Director Eric Steffes, Kevin Youtsy, Omara Spriggs eFinance Sales Team ISS 22 CSR 19 CSR 20 120 sales 112 sales 120 sales 80 sales 60 sales 25 sales Steven Clemens BDC Team Leader USED Vehicle Sales CSR 21… CSR 24 ISS 12 ISS 11 ISS 23 ISS 24
19. Courtesy Chevrolet CRM/eBusiness Teams as of March, 2007 Ralph Paglia CRM/eBusiness Director Joel Matteson BDC Manager New & Used Dept.’s George Salman ISM #1 New Chevrolet Vernon Intara BDC Team Leader NEW Vehicle Sales Bryan Long Internet Sales Manager Used Vehicle Sales Toni Hunter & Jackie Bombardo CRM Administrators Adrian Fajardo Internet Sales Manager Courtesy On Bell CSR 1 CSR 2 CSR 3 CSR 4 CSR 5 CSR 6 CSR 7 CSR 8 CSR 9… CSR 12 ISS 1 ISS 2 ISS 3 ISS 4 ISS 5 ISS 6 ISS 7 ISS 8 ISS 9 ISS 10 ISS 13 ISS 14 ISS 15 ISS 16 ISS 17 ISS 18 ISS 19 ISS 20 ISS 21 CSR 13 CSR 14 CSR 15 CSR 16 CSR 17 CSR 18 Certified Sales Consultants Assigned to Handle Internet Leads Mike Gordon IT Director Eric Steffes, Kevin Youtsy, Omara Spriggs eFinance Sales Team ISS 22 CSR 19 CSR 20 120 sales 70 sales 120 sales 80 sales 60 sales 25 sales Steven Clemens BDC Team Leader USED Vehicle Sales CSR 21… CSR 24 ISS 12 ISS 11 ISS 23 ISS 24 Mike Funk ISM #2 New Chevrolet ISS 15 ISS 16 70 sales
20. Document Roles & Responsibilities for All Internet Sales Positions
21. * July 2006 Interactive Marketing Budget Document Pay Plan & Bonus Structure that reflects taller Internet sales funnel
22. Lead Volume puts pressure on response times as a factor of staffing levels!
23. *Survey Participants who Purchased a Vehicle were identified via RDR data cross reference and matching with Internet Lead Data Staffing and Organizational Structure Determines Process Execution Capabilities and Monitoring #4 #3 #2 #1 Top 4 Ways to Close More Sales to Leads Received 11 27% 17% Make Direct Phone Contact with Customer (after sending Email w/availability & prices) 9 27% 20% Send Price Quotes by Email to Customer 5 25% 21% Contact Customer more than once by Email and Telephone (within First 24 Hours) 3 24% 21% Make sure Customers are either Completely or Very Satisfied with the Lead Response Statistical Correlation Factor of Response attribute with Vehicle Purchase % of Purchase* among the Leads who DID Experience the attribute Purchase Respondents* who DID NOT experience the attribute Dealer Response Attributes Experienced by Customers within 24 hours of Submitting an Inquiry
24. Customer goes online and submits Lead Internet Sales Specialist ISS) reviews lead, selects 4 vehicles for Price Quotes Sends email with Quotes & Cars BDC Staff makes initial phone call, collects customer info, sets up an appointment for the ISS If no appointment, ISS Contacts customer and seeks appointment and/or agreement Staffing and Organizational Structure Determines Process Execution Capabilities and Monitoring
25. Lead Process Maps should be indexed to email templates, phone scripts and word tracks so that dealership employees have a “paint by numbers” guide to what is expected when a lead is received. This process map focuses on the first 12 hours after a new lead is received.
26. Lead Process Maps should contain brief explanations for the logic and execution tips for employees to review before actually using the email templates, phone scripts and word tracks. Actual template illustrations make it easy for dealership employees to recognize the right template or document when they see it in their CRM tool.
27. When Lead Process Maps are indexed to correspondingly numbered email templates, phone scripts and word tracks, the dealership is far more likely to execute the repetitious tasks that create customer experiences which correlate with higher sales closing ratios. The best process maps break down email and phone contact processes into separate flows so that they can be executed by different resources when scaling up lead volumes and organization structures.
28. Although many car guys will say they believe in the concept of following up until prospects either buy or die… Large scale lead generation through highly effective marketing practices requires that scarce resources be allocated to where they will generate the most sales. Outsourcing followup on leads that have reached a designated status (dormant) or assigning them to alternate resources such as a BDC will allow ISS’s to stay focused on the 50% of the leads that buy, and do so within the first 10 days Have a defined process for “closing out” unsold leads
29. LMP Scoring Index Objective Review of Dealership Employee Lead responses encourages consistency and creates a numeric accountability – an LMP Report Card for Dealer or GM review… Actual OEM Internet Mystery Shop Scoring Index
30. Nothing has more impact on results than phone contact with the customer! Growing Your Internet Staff from 10 to 300 Cars per Month Outbound phone calls, ongoing phone follow-up and responding to emails requires adequate staffing and skill levels
31.
Editor's Notes
Courtesy Chevrolet sold over 11,000 new and used vehicles in 2006, of which over 4,000 originated from Internet generated leads (electronic and phone).
Average monthly sales total for the combined Internet Sales and BDC teams was 180 vehicles per month…
Split both the BDC and Internet Sales Teams from 2 to 4 managed profit centers, and increased BDC rep’s from 8 to 12, increased ISS’s from 8 to 12… Average monthly sales total for the combined Internet Sales and BDC teams rose to 220 vehicles per month… Added CRM Administration Staff of 2, and moved telephone switchboard receptionists to 2 nd floor and off of the showroom floor. CRM admin staff funded with money previously used for outside vendor’s unsold showroom follow-up USPS direct mail program and newly structured Lead Quality Program that tracks invalid leads and credits for those invalid leads from 3 rd Party Lead Providers.
Added Special eFinance Team to handle online credit applications (720 received in July 2006 with 44 sales generated at $116,000 in gross profits), Added a Courtesy on Bell Road satellite store Internet Sales Manager to handle eLeads and set up appointments for sales staff… The Courtesy Chevrolet CRM/eBusiness Teams combined sales objectives & monthly capacity rose to 360+ CRM/eBusiness Facilitated Vehicle Sales per Month…
Moved both the new vehicle and used vehicle BDC’s into newly constructed hi-tech call center after 6 months of contruction and development, Added a full-time F&I Manager to the eFinance Sales Team, installed 2 additional office cube’s for eFinance so they can contract deals in the eBusiness area of facility… The Courtesy Chevrolet CRM/eBusiness Teams combined sales generation capacity goes to over 445 CRM/eBusiness Facilitated Vehicle Sales per Month…
Moved both the new vehicle and used vehicle BDC’s into newly constructed hi-tech call center after 6 months of contruction and development, Added a full-time F&I Manager to the eFinance Sales Team, installed 2 additional office cube’s for eFinance so they can contract deals in the eBusiness area of facility… The Courtesy Chevrolet CRM/eBusiness Teams combined sales generation capacity goes to over 445 CRM/eBusiness Facilitated Vehicle Sales per Month…
In order to prevent head count shock when looking at Courtesy Chevrolet’s eBusiness org structure it us important to understand the nature of how the organization and its sales keep growing… The growth mechanism is organic by nature and reflects the typical practices used by the Gruwells to grow the entire dealership’s operations over time. Each team is cultivated and grown to a point where it becomes necessary to slit off another team that specializes in a particular operation, or shares the workload with the origina; team. This is similar to what many service departments do when they organize service advisors and techs inyo various “colored” teams……
Clearly defined job descriptions serve strategic objectives before and after hiring people for each eBusiness position… Providing itemized lists of tasks in detail, along with clearly and objective performance evaluation criteria ensure that all members of the team are focused on the same goals and day to day task completion efforts. For recruiting, a clear job description makes it easier for good people to leave their current situation and know what they are getting into, how they will be both evaluated and paid… Demystify the Internet Sales Specialist job!
Pay plans should be progressive in a manner that creates extra rewards for deals sold at the beginning of the month, based on selling incremental units during the second half of the month. Performance bonuses based on process evaluation metrics should have minimum lead volume qualifiers to ensure that those who take on more leads than others are not penalized for handling extra work load.
Amongst all the attributes of a dealer’s response to an Internet Lead, the time from when a customer submits a lead to when they have received a personalized email message that directly addresses their inquiry consistently shows up as correlating with sales closing ratios… All response content equal, faster dealers will outsell slower dealers. However, Content is still King in that a poor response sent quickly will reduce sales closing rates. It is important to realize that lead response time is a qualifier, an index that determines maximum closing rate upper limits. Once again, it is what the customer experiences, not how or who does it that determines the results.
Lead Management Process is no longer as much an art as it has become a science… Numerous studies that utilize an OEM database matching process which tracks leads and the eventual Retail Delivery Report, then correlates sales for the brand, sales by the original lead receiving dealer, with significantly large volumes of customer submitted survey responses provide a clear and objective analysis of what the customer experiences, the differences in those experiences and their correlation with likelihood of purchasing from the dealer that received the lead. This ability to actually measure what each dealer does with their leads, through the eyes of the customer, and how these activities correspond with a sale, or a lost sale, allow a scientific management approach to Lead Management Process in a manner that absolutely WILL impact sales results from a given volume of leads.
Here is a simplified illustration of what happens at Courtesy Chevrolet in Phoenix when a new lead is received from a customer requesting a price quote on either a vehicle in stock or one that the customer has configured. Although Courtesy is fairly unique in that a BDC supports each Internet Sales Specialist with telephone follow-up, it is important to understand that this is actually a compromise in the store’s original LMP so as to enable the scalability to handling monthly lead volumes that frequently exceed 6,000 leads in a month, and over 60,000 leads a year… It is important to understand that achieving the customer experiences that impact sales closing ratios in a positive manner is a more important objective than who actually completes the tasks associated with those experiences… The customers are less concerned with who provides them with good service, than they are in actually receiving it!