Showroom CRM
The Product
Our Showroom CRM product is tightly meshed with the Service CRM. Everything looks the same with the exception that we have added traffic log, electronic up rotations, unsold, after the sales follow-up, and salesperson calendar. With both products not only will a User be capable of seeing all vehicles and all actions for each department in service, they will also see all showroom transactions and activities all on one screen, consolidated together at the same time. The following touch points are made available with the Showroom CRM.
- Showroom No Shows
- Showroom Appointment Confirmation
- Unsold Follow-up (By BDC or by Salesperson/Sales Manager)
- Fetch (Customized Schedules i.e. private sales)
- BDC Call Requests (Sent by salesperson/sales Manager)
- After the Sales Follow-up.
- Sales CSI
Like Service, each of these touch points can be made by individual or batch contact using any of the following: Email, Automated Calling, Live person calling, texting and letters.
Here is what a showroom interaction will look like in a Dealership that uses DealerMine.
A potential buyer walks into your showroom and is welcomed by either a Greeter or a Salesperson. This new Prospect is entered into DealerMine immediately as the “Gentleman with blue sweater.” DealerMine now counts the Prospect as a Walk-in Up. The Up Rotation is tracked by DealerMine, and in order for a Salesperson to be included in the Up Rotation, they must be logged into DealerMine, and their past due tasks must be performed.
The “Up” will be displayed on the Sales Manager’s Traffic Log (radar) as well as on the Salesperson’s Calendar as the “Gentleman with blue sweater” and will continue to show like that until the Salesperson collects the name of the given prospect and links it with the “Up”. The goal is obviously to sell a vehicle to the Prospect immediately but unfortunately, that doesn’t always happen.
Let’s assume that the Prospect leaves without purchasing a vehicle and a Customizable Unsold Schedule has been setup for the Business Development Centre (BDC) to follow-up within 4 hours of the Salesperson collecting the Prospect's name. The Prospect is automatically assigned to the Unsold Follow-up Schedule and is prompted to either a Salesperson or the BDC, in order to contact and follow up with this Prospect. The BDC is DealerMine’s preferred method. The goal of the BDC is to contact the Prospect and gather any objections they may have, and to either communicate the objection(s) back to the Sales Manager or to book an appointment for the Prospect to come back and see their Salesperson.
The entire conversation between the User and the Prospect is typed into Contact History for future reference by either Showroom or Service, or both. Each type of conversation is tied to and associated with a certain number of days, in order to initiate additional follow-up attempts. For instance the BDC places a call and leaves a message on an answering machine. This type of call may be setup to be “Recycled” for 2 days, and then re-appear on the Unsold Follow-up Schedule to be contacted an additional time.
Assuming after several contact attempts the Prospect has been reached, and advised your DealerMine trained BDC staff member that they did not like the color that the salesperson was pushing. This is a perfect objection and it is sent to the Sales Manager for review.
The “Objection” is just as good as an appointment because it gives the Sales Manager the real reason behind why the Prospect did not purchase a vehicle, and action can be taken to overcome this objection. These objections are presented to the Sales Manager in the Traffic Log as a separate category for easy reference. In the case above, the Sales Manager can be in contact with the Prospect directly and discuss color arrangements.
By using the DealerMine method of performing Unsold Follow-Ups, you increase your Be-Back Opportunities, and as a result increase your chances of selling a vehicle.
The Unsold will continue to prompt the BDC until the Prospect buys a vehicle or tells you to stop contacting them, whichever may come first. As time goes on, you will have developed a deep pool of prospects that have been constantly in contact with you through the BDC. Because of the relationship that has taken place between the Prospect and your new BDC, you will always have prospects to go after during the typical down times in your sales cycle.
When the Prospect purchases a vehicle, they become a customer where they receive After the Sales Follow-up, Sales CSI, Service Follow-up and the relationship building begins. It is the relationships that are created and built during this time using Service CRM, that will increase your chances of selling to this very same customer again, in a few years to come.
Click here to speak with one of our Solution Advisors to learn more.