Manager Duties - How to Find and Complete Them

Manager Duties

Manager Daily Duties

2

Manager Daily Duties

Close Showroom Visits Closing showroom visits daily is essential to move the customer through the process whether they were sold or not.

For unsold customers we recommend closing visits in realtime so the customer immediately moves to the “unsold showroom” follow-up process.

Update Sold Log SAVE A DEAL! Verify daily that deals are being updated by the DMS. • Delivered: Enables the sold delivered process.

• Sold Pending/On-Order: Customer is marked sold, but the sold delivered process will not fire until the customer is marked delivered manually or by the system.

3

Manager Daily Duties

You can manually mark deals delivered by going to the modify screen to pick the appropriate next actions for the customer. Once done, the deal number will hyperlink, this will let you know it correctly matched to the DMS. Complete Manager Tasks As a manager, addressing Customer Related & Time Critical tasks is critical to the success of your salespeople and dealership!

Examples: Customer opportunities/issues, moving customers through the process, and skate/change salesperson alerts.

Ensure Salespeople are Completing their Tasks All daily tasks should be closed by the end of each day, tasks that are not will highlight as overdue.

4

Manager Daily Duties

Confirm Appointments • Monitor appointments daily ensuring to mark missed or reschedule if customer does not show. • Closing a showroom visit for a customer with an appointment will automatically complete the appointment. • Canceling an appointment can potentially stop processes based on dealer settings so it is not recommended to cancel appointments in VinConnect.

Monitor Unanswered Email Replies Click Reports Tab> CRM > Second Report under Tasks to see customer emails pending a response. Monitor frequently to ensure your dealership is delivering a strong customer experience.

5

Manager Weekly Duties: Key Reports for Managers

6

Manager Weekly Duties: Key Reports for Managers

DMS to CRM Customer Matching Match customers from the DMS sold records to the VinConnect customer dashboards. Without matching the data sold data will not be imported into VinConnect.

Possible Reasons if You’re Unable to Match: Duplication within the system, Buyer/Co-Buyer Switch, Customer goes by their middle name instead of legal name, or Customer vs. Business Names.

Active Leads with No Future Follow-Up MONEY REPORT! Active customer records that are not currently in a process or being actively contacted.

7

Manager Weekly Duties: Key Reports for Managers Helpful Hint: Go to the customer’s dashboard to view notes and history this will help determine what actions are needed. Customers with active showroom visits and upcoming appointments will show on this report be sure to verify before changing the process.

Merge Customers in VinConnect If a customer has more than two dashboards in VinConnect then the merge function will need to be done several times until only one record remains. Please note that only two records and be merged at one time.

1. Go to Advanced Customer Search/ Classic Search by hovering over Customers under CRM. 2. Search by name to pull up customers with duplicate dashboards, select two records, click on perform action, and hit merge.

Showroom Capture Report This report shows shows you if team members are capturing phone and emails addresses.

Strong goals to shoot for are: •

Emails: 80%-90%

•

Any Phone: 95%+

8

Manager Weekly Duties: Key Reports for Managers

Lease Prospects This report shows any upcoming lease expirations within the next 180 days.

Helpful Hint: Reassign orphan customers to active sales people to ensure those customers are contacted!

My Wish List Are you about to go to the auction and buy cars?

Check out your wish lists to ensure you buy cars that your customers are looking for. Also, ensure your reps are following up with customers whose Wish Lists have matched.

9

Manager Monthly Duties: Additional Key Reports for Managers

10

Manager Monthly Duties: Additional Key Reports for Managers

Appointment Performance Report This report will outline how many appointments are set, shown, and sold in a given date range.

Lead Source ROI Are your marketing dollars being utilized effectively? View in-depth metrics on the performance of each of your lead sources. You can also group your lead sources together and include cost per lead source by setting up ROI settings under ILM/CRM settings> Lead Settings > ROI Settings tab.

11

Manager Monthly Duties: Additional Key Reports for Managers

Lead Source Performance What time are your leads coming in, what days are your leads coming in, and how effective is your team closing these leads?

Internet/BDC Performance Report Is your Internet/BDC team handling your leads effectively?

Breakdown by team and individual user, to see how internet leads are being handled. BDC Performance also includes phone lead performance.

12

Manager Monthly Duties: Additional Key Reports for Managers

Showroom Performance Report Track showroom performance by salesperson. A great way to coach each salesperson to be more effective and sell more cars by properly going through the sales process each time.

Activity Breakdown Breakdown of opportunities and activities by teams and individuals. With this data you can determine strengths and areas of improvement by salesperson.

13

Manager Daily Duties: Checklist Close Showroom Visits in Real-Time Update Sold Log Complete Manager Tasks Ensure Salespeople are Completing Their Tasks Confirm Appointments Monitor Unanswered Email Replies

5700 Broadmoor Street Mission, KS 66202 ph. (800) 980-7488 | www.vinsolutions.com