Can you clarify Internet department for this thread? Are you guys cradle to grave or set appt and hand off to whomeever?
I agree with you the toughest part about getting the appt % up is getting Contact
on a day in day out basis, from a reps standpoint and a departmental standpoint.
There are only a few major Variables below as it relates to contact - change one and see if the output/impact is what your looking for.
Measure then fail/scale as quick as possible....Then try again
Contact variables
- response time
- Amount of follow up (and when)
- content of email/text/ voicemail
- lead mix (sometimes outside of Internet dept control - inventory driven, pricing philosophy, marketing , etc)
- team members
Example: if customers arnt responding to your texts, look at the response time on texts, what is your team asking on the text, is your engagement consistent - if it's not - look at who is having the most success with texting - what's their response time and what's their message sent - scale that across your team.
If your truely making contact with enough people then what do your current calls sounds like? Before going into urgency are you selling an appointment or do you guys go into selling the specific car?
Sidenote: you can pick up a lot of opportunity on the show side. You've done the hard work of getting the customer on the phone, you've set the appt, do everything in you can to ensure that customer shows.
Strive for 60-70% (very possible) and you will easily pick up more deals. Example what's your appt confirmation process look like? Currently, just calling? Try adding an email appt reminder,
I'm confused on one statement you made, "you put in play a good process - but it doesn't seem to work" are you saying this is the process you were able to produce a 26% percent appointment rate with personally and now since you've tried to scale with 4 internet sales team members that it's not seeming to work?
The inches of opportunity exist everywhere in our processes, inches add up to feet, feet add up to yards, yards add up to touchdowns.
