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Fair Pay Plan for Internet Sales Specialists?

ChrisB

Rust & Dust
Mar 1, 2011
25
0
First Name
Chris
As many of you know I am going to be a new ISM for a new Ford Dealership. With that being said I would like to put together a pay plan for Internet/BDC staff. I have being looking all over the forums and other sites and have many different plans.

So I am coming to this group to see what plans they have seen or heard of that where successful, that promoted a good working environment where everyone felt they where paid fair and happy with the compensation.

The dealership will be in TN and I expect the initial volume to be 80-100 units a month new/pre-owned. With 800+/- RO per month. This is just a rough guesstimate.
 
This is a big question Chris. One has to consider the duties associated with this position.

What duties are will your will you Internet Sales Specialists/BDC staff be performing?



Also - be sure to check out these several threads here on the forum that might give you some more answers..


http://forum.dealerrefresh.com/f40/payplan-internet-employee-985-2.html

http://forum.dealerrefresh.com/f40/pay-internet-sales-manager-director-903-3.html

http://forum.dealerrefresh.com/f40/salary-internet-sales-manager-director-69-8.html
 
I have put together the beginnings of a Job Description. Here it is:

Let me know if there is anything else you think I need to add to this.

I am also working on gathers some goals and performance metrics that I can use with the team.


Narrative Description:
The Internet Sales Specialist (ISS) is responsible for receiving and responding to web based electronic inquiries (leads) and phone calls that result from prospects and customers visiting various Thompson Ford and associated web sites. The ISS will be evaluated based on performance standards that measure how many leads were converted to showroom visits and how many of those showroom visits resulted in a sale. The ISS should be fully capable of both traditional and Internet-specific automotive sales processes. The ISS is required to execute customer communications via email, telephone and face-to-face that conform to the standards and processes put into effect by the Internet Sales Manager. An ISS must show up for work on time, per the Internet Sales Manager’s published schedule and conduct himself/herself in a manner compatible with the existing corporate culture, and general policies and procedures of Thompson Ford.

Qualifications and Duties include the following:

Execute Sales Process in Accordance with Thompson Ford Sales Strategies
• Be able to sell cars and trucks using email, phone and face-to-face skill sets
• Show up for work on time and as scheduled by manager
• Attend sales meetings for both the dealership and the Internet Sales department
• Use a personal computer for email, Customer Relations Management (CRM), Lead Management Tool (LMT), web sites and MS office applications such as Word, Excel and Internet Explorer
• Respond to Internet Leads within 30 minutes of receiving them in LMT
• Call prospects within 45 minutes of receiving a new lead
• Understand the buying profile and patterns of the Internet customer
• Use Thompson Fords Lead Management systems to ensure response time to all customer inquires – email, fax or telephone – is virtually instantaneous
• Utilize personalized Thompson Ford email templates for communications
• Utilize Thompson Ford telephone scripts as guidelines for process and flow of customer phone contacts
• Select multiple vehicles for each Internet lead and respond to that lead with price quotes on those vehicles within the first 30 minutes of receiving a new lead.
• Execute Thompson Fords pricing strategy when responding to leads in a way that profitably competes for the Internet customer both on-line and off-line
• Execute the Thompson Fords sales process in a consistent yet flexible manner that results in a customer experience designed to achieve the highest sales ratios
• When assigned by manager; register, schedule and attend Internet training and information seminars designed to learn the latest processes and techniques for automotive eBusiness

Measurement and tracking systems
• Each day, the ISS must complete all assigned tasks generated by Thompson Fords CRM/ILM.
• Enter all prospect communications notes, records and customer appointment data into Thompson Fords CRM/ILM.
• Track and comply with programs that measure ISS process success:
==> Leads Received
==> Outbound Telephone Calls
==> Appointments Set
==> Appointment Shows
==> Sales

• Comply with procedures to ensure all customers are tracked and follow-up is maintained using the dealership’s CRM/ILM tools.
• Cooperate with procedures to quality control email and telephone contacts
• Maintain tracking boards showing Internet sales updated each day of the month
• Prepare and turn in any and all daily, weekly and monthly reports that are required by management.

Thompson Ford Web Sites
• Be thoroughly familiar with the characteristics of all Thompson Ford affiliated web sites, as well as those of Thompson Fords lead providers.
• Know how to use Customer Relations Management & Lead Management Tool utilities to make changes in ISS profile, email templates, reports and customer profile up-dates
• Learn to look up inventory data, track vehicle shipments and locate prospect desired vehicles using dealership specific technologies
• Be able to use photos of vehicles in emails when working with prospects
• Keep current on all incentives & promos to ensure price quotes are current
• Be able to use links to third party web sites in emails sent to customers
• Know how to use Customer Relations Management & Lead Management Tool metrics and reports to improve process performance and sales closing ratios

Other Duties & Responsibilities
• Be technically proficient in selling cars using the Internet
• Conduct online visits to other dealers to monitor their strategies and tactics
• Build rapport with senior managers to ensure support for Internet Sales

Skills / Requirements
• 4 year Bachelor degree OR a minimum of 2 years Internet Sales experience
• Must have good verbal and written communication skills
• Must be proficient with Microsoft Word, Excel, and Outlook
• Time management and prioritization skills required
• Must have the ability to multi-task
• Proven successful negotiation and closing experience
• Must be able to hit quotas and closing percentages
• All applicants must be able to demonstrate ability to pass pre-employment testing to include background checks, MVR, drug test, credit report, and valid driver license
 
CrisB,

When I applied for NASA the requirements list was shorter and easier than that...

1) Fly space shuttle
2) Ability to survive on dry food for months
3) Look good in the space suit
4) Understand advanced rocket fuels
5) Strong motor skills to pick cereal flying in gravity 0

FYI- I didn't make it. Could't hack the cereal thing.


This thread needs to be called?

"what to pay for a stud?"
 
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Reactions: 1 person
I'm see a list of responsibilities not a pay plan.

If you are talking pay for a Director's position, you aiming too low if the GM doesn't gasp for air. My ISMs worked cradle to grave, and I want a good compensation package so I can recruit the best people in the market.
 
I have put together the beginnings of a Job Description. Here it is:

Let me know if there is anything else you think I need to add to this.

I am also working on gathers some goals and performance metrics that I can use with the team.

I could write forever about this. Here's the short version. I can elaborate if you want.

In my opinion, you're asking too much out of an ISM but not enough out of a Director. You wont attrach a good ISM but you will attract some lazy/unskilled directors with this job description. There's too much "busy work" for a salesmen in there unless your going to offer a wierd salary based position, but I don't agree with those.

pay plan unit steps
10 - $75
16 - $100
21 - $125

Commision steps
10 - 25%
16 - 30%
21 - 35%

Gross bonus
10000 - $250
15000 - $500
20000 - $1000

F&I product
(unit steps are up to you) steps should be around $25 -$30 - $35 / per product
if you go too cheap on this step I'm quoting payment all day long. If you pay good then I'll fight for a box close while taking heat from the customer.

perfect 5/5 star Online reviews $10-$25 per review

no salary, if you want to attract a star just bump the plan up. Losers want a salary, stars want higher % or higher per unit levels.

*If you want someone good, take half of the internet budget and let the ISM decide what to do with it. Yes I know this will scare the s*** out of most managers reading this. We are on the front lines everyday. We know which tools work and which don't. We see everyday which lead providers are gold and which are garbage. "If you want me to cook dinner, let me buy the goroceries."
 
I could write forever about this. Here's the short version. I can elaborate if you want.

In my opinion, you're asking too much out of an ISM but not enough out of a Director. You wont attrach a good ISM but you will attract some lazy/unskilled directors with this job description. There's too much "busy work" for a salesmen in there unless your going to offer a wierd salary based position, but I don't agree with those.

pay plan unit steps
10 - $75
16 - $100
21 - $125

Commision steps
10 - 25%
16 - 30%
21 - 35%

Gross bonus
10000 - $250
15000 - $500
20000 - $1000

F&I product
(unit steps are up to you) steps should be around $25 -$30 - $35 / per product
if you go too cheap on this step I'm quoting payment all day long. If you pay good then I'll fight for a box close while taking heat from the customer.

perfect 5/5 star Online reviews $10-$25 per review

no salary, if you want to attract a star just bump the plan up. Losers want a salary, stars want higher % or higher per unit levels.

*If you want someone good, take half of the internet budget and let the ISM decide what to do with it. Yes I know this will scare the s*** out of most managers reading this. We are on the front lines everyday. We know which tools work and which don't. We see everyday which lead providers are gold and which are garbage. "If you want me to cook dinner, let me buy the goroceries."

You can tell that a lot of thought went into your plan.

I didn't understand the unit steps. Are those minimums? I like a straight percentage on F&I. I've seen producers sell a warranty at a dollar over cost to increase penentration.

I really like the bonus for reviews. If you are sharing the ROI report with your ISMs, they are going to reach the same conclusions that you will.