1. LEAD MANAGEMENT PROCESS
IMPROVEMENT &
IMPLEMENTATION
Results Focused eBusiness Workshops
ATTRACT
INTERACT
RESPOND
SELL
SERVICE
RETAIN Professional Development Programs for Dealerships and their Management teams designed to
build the understanding, knowledge, skill sets and expertise required for success in today’s
eBusiness dealership environment. Designed and facilitated by TAS Certified Catalysts from
Reynolds Consulting Services to supplement and leverage AHM eBusiness Programs, TAS
Strategy provides dealers with process improvement solutions proven to increase sales.
82. •Appointment Welcome Board
•Agenda review upon arrival
•Vehicles Pre-selected & made
ready for inspection & Test drive
•Online Credit Pre-Approval
•Documentation Pre-completed
•Streamlined Sales Process
Dealership Visits
(Appt. Shows)
•Faster Response Time
•Emails that set stage for Phone Contact
•Proven Lead Management Process
•Multiple/Direct Customer Contacts
•Ask for & Schedule the Appointment
•Appointment Confirmation Process
•No-Show Follow-up Process Lead
Management
Process
Sales
Results
•Email Templates
•Automated Response/Receipt
•Automated Follow-up Prompts
•Targeted Broadcast Emails
•DMS Integration
•Reports & Metrics
•Lead Provider ROI Reports
Tools &
Technology
Process
Performance
Metrics
•Detail Oriented
•Organized
•CRM Application
Savvy
•Can Work Trade-In
Valuations
•Can Manage Quoting
Prices that are in line
with Pricing Strategy
•Know the product and
availability
People &
Pay Plans
98. 9/13/2003 10:44 AM
I am a car buyer… I see one of Jay Wolfe Honda’s ads inviting me to
visit www.JayWolfeHonda.com for the best online
selection of new and used Hondas… So, I visit the site.
100. 9/13/2003 10:46 AM
I then use the site’s Inventory search engine to look for a
Honda Accord EX sedan within the $20K to $25K price
bracket… I find the car I am interested in and click on it to see
more information.
101. 9/13/2003 10:47 AM
When I open up the details screen for this car, I start to get
excited… It is pretty close to what I have been looking for.
Now, I see the “I’m Interested” button and click on it.
102. 9/13/2003 10:48 AM
I then use the Dealer’s customized
online (XML based) form to provide
my contact information and express
interest in the Accord EX that I
selected from the Jay Wolfe Honda’s
current inventory…
103. 9/13/2003 10:49 AM
As I scroll down to complete the
“I’m Interested” form for the Accord,
I am noticing that the information
being requested is easy to select
from customized drop-down menus
and I can tell the dealer wants to be
able to give me exactly what I want
by finding out what’s important to
me… I write some comments
explaining my buying
circumstances, then click “Submit”.
104. 9/13/2003 10:51 AM
I receive a confirmation…
Then go back to doing work
related stuff on my PC…
105. Dear Ralph,
Thank you for expressing an interest in allowing Jay Wolfe this opportunity to earn your
business. We have successfully received your information.
If you have submitted a request for pricing or vehicle information during our regular
business hours we will send you a response within two hours or less. If your request was
submitted during non-business hours, on a Sunday or a holiday, we will get back to you
within two hours of our next business day.
Again, thank you for choosing Jay Wolfe. You are welcome to visit the dealership at any
time that is convenient for you. I have included a link at the bottom of this email that will
give you detailed directions to our dealership. For the best service possible, please
remember to ask for me so that I can provide you with any and all current Internet specials.
Sincerely,
Charla Eastwood
Internet Sales Manager
Jay Wolfe Honda
220 W.103rd Street
Kansas City, MO 64114
1-800-655-1385
Click here to submit an online financial application.
Click here to view the Wolfe Automotive Group new vehicle inventory.
Click here to view the Wolfe Automotive Group pre-owned inventory.
Click here to value your trade.
Click here for directions to Jay Wolfe Honda.
Click here for directions to Jay Wolfe Kia.
9/13/2003 10:55 AM
A few minutes go by, then my email “bell” clangs
and I open up a new email message… I can see it
is an automated response that tells me to expect a
personalized response within the next two hours
from the dealership. I’ll believe it when I see it!
126. “In September, our eleven stores in the Kansas City area combined to sell less
than fifty units that we could attribute to the Internet. Under Ralph’s guidance,
we implemented a process that showed immediate results. In just less than four
months of working our Internet inquiries “Ralph’s Way”, our sales increased
more than 350%!
This has not been easy. Changing a process as detailed and intricate as this
across eleven stores spread out over an entire metropolitan area is challenging.
However, somehow Reynolds Consulting and Ralph made it appear easy. He
helped us get immediate buy-in with our General Managers and his experience
in working with other large dealer groups across the country allowed us to be
prepared for the inevitable bumps in the road that we would face.
Since our initial launch, we have expanded our efforts to other cities where we
have stores and again, Reynolds Consulting has been instrumental in helping us
implement and manage those start-ups.”
Mark Vickery
Wolfe Automotive Group
Concepts Realized: Real-World Implementation
138. LEAD MANAGEMENT PROCESS
IMPROVEMENT &
IMPLEMENTATION
Results Focused eBusiness Workshops
ATTRACT
INTERACT
RESPOND
SELL
SERVICE
RETAIN Professional Development Programs for Dealerships and their Management teams designed to
build the understanding, knowledge, skill sets and expertise required for success in today’s
eBusiness dealership environment. Designed and facilitated by TAS Certified Catalysts from
Reynolds Consulting Services to supplement and leverage AHM eBusiness Programs, TAS
Strategy provides dealers with process improvement solutions proven to increase sales.
144. PROCESS
Person
2 Person
Keyboard
2 Keyboard
SALES
Technology Assisted Selling
1. TAS Process methodology is designed to engage a
customer continuously throughout the buying cycle,
Using Multiple Channels… Email… Phone… Meetings.
Face
2 Face
145. 2. Lead Management Process Improvement begins with
an eBusiness Assessment of existing procedures using
Process Mapping Gap Analysis & Appreciative Inquiry
customer
PROCESS
Sales Manager
Internet
Leads
Lack of consistent
lead follow-up
monitoring limits
Sales Rep
accountability and
tracking of process
performance metrics
?
Email Contact
Sales Reps
??
? ?
Random lead
assignment
procedures
Individual sales
reps managing
their own leads…
Each doing it
differently than
the other!
SALES
eBusiness Assessment
http://www.dealersite.com
Visits Site
No process or data
capture from other
web lead sources
Walk-In
Leads
Service
Leads
Phone
Leads
Traffic to web site and
lead submission rates
not being monitored…
Only email In-box is
used to organize leads
Sales Reps inconsistently use
telephone and/or email to
respond to leads and schedule
appointments
148. Mystery Shop; Dealer Response Attributes
956 Mystery
Shops
Completed
During
Summer 2003
Leads
Submitted to
Dealers
Dealers who
Responded by
Email ONLY
Dealers who
Responded
by Phone
ONLY
Dealers who
Responded by
BOTH Email
& Phone
Dealers who
Answered
ALL
Questions
Asked
148 109 1 15 8
808 554 11 96 35
153. Sales Reps
Customer
Leads
3. eBlueprinted Optimized Process
design w/Templated Steps
ensures accountability for
consistent lead handling
customer
PROCESS
CRM Application
CONTACT
DATABASE
Automated
Database
Population
2
Sales
Manager
Automated Email Response
by Lead Type
1
Scheduled e-mail follow-up
to BOTH web & retail
CRM Application
open status contacts
6
Prospect
responds
directly to
assigned
sales rep
via email
and phone
Pre-contact
Post-contact
Lead Submitted
Clock Starts
7
Process
Performance
Metrics
Sales Rep uses
CRM Application
email templates
and telephone to
respond to leads
& schedule appt
Clock
Stops
4
Sales Mgr.
Lead
Assignment
3
eBlueprinted Optimized Process
Sales Reps enter ALL contact info from Ups into CRM Application
5
SALES
Results Optimized Process
eBusiness Office
http://www.dealersite.com
Visits Site
154. INCREMENTAL SALES
SALES
4. Incremental sales and profits are the direct result of dealer
integration of marketing strategy, process and web services
LEADS SOLD
•Appointment Welcome Board
•Agenda review upon arrival
•Vehicles Pre-selected & made ready for
inspection & Test drive
•Online Credit Pre-Approval
•Documentation Pre-completed
•Streamlined Sales Process
Dealership
Visits
(Appt. Shows)
results
Showroom “Showtime” Sales
Sales
Performance
Metrics
Lead Management Process
• Faster Response Time
• Emails that set stage for Phone Contact
• Proven Lead Management Process
• Multiple/Direct Customer Contacts
• Ask for & Schedule the Appointment
• Appointment Confirmation Process
• No-Show Follow-up Process