New Internet "Manager" Needs Help/Advice

Hello,

After being in sales for almost two years, I have been in the "internet department" for about a year (off and on at first) while our dealership went through a couple of managers.

Our last internet director left the dealership in March and I was now tasked with taking on not only achieving my monthly sales goals, but to also do the behind the scenes work at the dealership for the internet department and a bit of CRM management and clean-up of processes and templates for the internet department as well as floor sales staff.

My problem is a lot of the processes and templates were neglected over the past few years but mainly the processes. Many of them were put in place several years ago but never really tweaked. Being the "computer guy," they are relying on me to try to tweak things, update the sites, etc.

So here is where I need HELP, PLEASE!!!

Does anyone have any good process examples for internet as well as showroom visit...both sold and unsold follow ups?

I have tons of word tracks and phone scripts, etc. I'm tweaking some templates as well to go along with the processes.

Also, we use VinSolutions, so if anyone has any good "custom process" info, that would be great. I've setup a few but I know they need some work.

My last request for advice is how pricing should be on our websites. What's the best practice in this area. Currently, most all of our inventory is at MSRP or if not, its MSRP that shows as "internet price" and the "lot price" is MSRP plus any dealer adds such as pinstriping, etc. I've looked at a lot of our competitors and I see a lot at invoice or when using the Cobalt sites, they list internet or MSRP price and add "specials" such as the marketing programs or private offers through GM.

I know this may be a lot to request info on, but I appreciate any help and advice that anyone is willing to share. I've got the spotlight on me now and I want to maximize everything I do to be the most successful.

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Permalink Reply by Tony Troussov on April 17, 2012 at 10:00am

Shawn, I'll address your pricing question first. From what you mentioned your competition is pricing cars online, right? This means you are left in the dust with MSRP pricing. Of course you are not the price setter, your GM or NCM are. With that said, you are their eyes in the market. Discuss with them what strategy they would want to implement. In this day and age you have to price your cars online, otherwise you are missing out on traffic (both virtual and walk-in). Again, whatever strategy they use the current one at MSRP will not work.

I'm not familiar with VS, but if they are like any other CRM tool, call your rep/trainer and have them come out (if you have not done this already) and help you straighten it all out. Usually, those folks are a good resource to know what other stores are doing that works. Typical follow-up calls for walk-in up is - phone calls 1day, 3day, 7day,14day, 21day, (once every week), your internet leads are the hottest in the first 72 hrs - call, custom email, leave one voicemail in 24hr period (otherwise you're stalking) then 48hrs,72hrs, 5day,7day,once a week - day 30, bi-weekly after that till day 90.

I hope this helps. email me or call with questions - 612-804-1706

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Permalink Reply by Jerry Thibeau on May 9, 2012 at 2:50pm

Shawn,

If you contact Vin support, you can ask them to push Phone Ninja phone scripts in to your CRM.

Jerry

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Permalink Reply by JB Floyd on June 17, 2013 at 11:43am

Shawn,

I have some freebie ways to help, connect with me and we can talk, I am here in St Louis

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Permalink Reply by Mr. Natural on June 22, 2013 at 11:16am

Hi Shawn..I run the #2 Internet Department for both Nissan and Kia in my region. I am all about the basics. i.e. recording the call or email, and then scheduling the next task in the CRM. It's all about the basics in the beginning. Pretend you don't have a fancy CRM and even though you are using it, pretend you're not. You have to get the most basic fundamentals under control first, before you can fly high. You may call or connect with me as well...I'd love to be helpful. Gillon @ 309-764-6700