- Sep 10, 2014
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- Derrick
We have a hybrid model, too. The Round Robin vs. Lead Bucket is a multi-faceted issue. I say that because the round robin - depending on your provider - is more complex than it seems. One, (rather simple issue) is that, yes, sales reps do have a schedule. But s/he may not always come in for the scheduled shift, late, or could be working with a customer at the time the lead came in. Two, what if a credit application comes into the CRM, and it was meant for the customer sitting in the showroom? Sales rep A gets that credit app, thus, being 'kicked' out of rotation. That has caused many mini meltdowns in our store. There are some ways to minimize this issue by creating lead assignment rules. But that of course depends on your CRM. We use Elead. Three, often one will find that the sales reps ability to answer the lead within the first five minutes is less than impressive. And rightfully so. The sales rep should be focusing his/her attention to the customer. However, we cannot forget about our internet customer, either. Four, it is much easier to manage the leads when they come into a ‘bucket.’ That goes back to the rotation issue when a credit app and/or coupon comes in that belongs to another sales rep. Lastly, when the lead comes into the bucket it is answered by whomever is available. I have found that – for our store – best practice is to assign the lead to a sales rep once it has come into the CRM and we have verified the lead. So, in essence we create our own round-robin. Not to mention the sales reps don’t have the slightest clue (as they just LOVE when their phone dings) that we are answering the lead first. And we eliminate dup leaps, credit apps, the ever so conspicuous Brad Pitt lead that kicked sales rep A out of rotation, etc. Hope this helps.