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I'm so excited to see what the CRM you are building looks like, [USER=2]@Alex Snyder[/USER] so we can end the insanity that is Automotive CRM today!VinSolutions is pretty bad in this area as not only do they call Duplicates "Bad" but they hide them from the timeline on the "Active" lead. As I recall, eLead, which we did fire years ago, was better at inserting the Duplicate within the timeline. As far as Trade leads, I find myself talking a lot about "how did the shopper raise their hand?" with sales teams. Did the shopper raise their hand on a trade tool, did they raise their hand on the Lease special, etc in order to help them focus on the "why" a shopper took action. Seems to help. It also helps to show sales teams the same path the shopper took to fill that form out. Here's where we could beat up the Trade tools a bit. Once they see that the UX forced the shopper to "pick your vehicle of interest" that lightbulb clicks for them and they seem to then comfortably settle into asking for next steps focusing on the trade with the shopper. I actually have them hyper-focus on that trade and next steps for in-person or remote appraisal without even talking about "what are you replacing it with?". That usually comes up naturally from the shopper which then becomes a pretty natural conversation about vehicle selection.Is it all the CRM's fault? TradePending, for instance, uses a very slight language differences as to whether the customer updated the miles or left it as default (which in my mind is an indicator of seriousness). "with 75000 miles" vs "with estimated 75000 miles" so a rep really has to dig into the ADF section to review it. A phone call goes way better when the sales rep pays attention to that one word, "estimated", and can apply the correct phrasing of "I see you have about 75000 miles" or "I see average miles for your car is 75000 miles. About how many are on yours?". Can the vendor add a line to the ADF of "HEY YOU THIS SHOPPER TOOK THE TIME TO ENTER THEIR MILEAGE" LOL. And if the shopper entered 75,137, whoa Nelly, lay down alert!
I'm so excited to see what the CRM you are building looks like, [USER=2]@Alex Snyder[/USER] so we can end the insanity that is Automotive CRM today!
VinSolutions is pretty bad in this area as not only do they call Duplicates "Bad" but they hide them from the timeline on the "Active" lead. As I recall, eLead, which we did fire years ago, was better at inserting the Duplicate within the timeline. As far as Trade leads, I find myself talking a lot about "how did the shopper raise their hand?" with sales teams. Did the shopper raise their hand on a trade tool, did they raise their hand on the Lease special, etc in order to help them focus on the "why" a shopper took action. Seems to help. It also helps to show sales teams the same path the shopper took to fill that form out. Here's where we could beat up the Trade tools a bit. Once they see that the UX forced the shopper to "pick your vehicle of interest" that lightbulb clicks for them and they seem to then comfortably settle into asking for next steps focusing on the trade with the shopper. I actually have them hyper-focus on that trade and next steps for in-person or remote appraisal without even talking about "what are you replacing it with?". That usually comes up naturally from the shopper which then becomes a pretty natural conversation about vehicle selection.
Is it all the CRM's fault? TradePending, for instance, uses a very slight language differences as to whether the customer updated the miles or left it as default (which in my mind is an indicator of seriousness). "with 75000 miles" vs "with estimated 75000 miles" so a rep really has to dig into the ADF section to review it. A phone call goes way better when the sales rep pays attention to that one word, "estimated", and can apply the correct phrasing of "I see you have about 75000 miles" or "I see average miles for your car is 75000 miles. About how many are on yours?". Can the vendor add a line to the ADF of "HEY YOU THIS SHOPPER TOOK THE TIME TO ENTER THEIR MILEAGE" LOL. And if the shopper entered 75,137, whoa Nelly, lay down alert!
