TAKE POLL Round Robin or Lead Bucket

[derrickwoolfson]

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.

 

[derrickwoolfson]

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.

 

[Alex.Lemoing]

At our store we use a Lead bucket and it has worked very well for us since we made the switch.
We have an average of 200 email leads a month between our GM and Subaru Store and they are all being handled by our 3 Internet Specialists.
Their Job is to give info, quotes and set the appointment. Once the customer is here, it is being turned over to a sales associate to close the deal.
We used to have a round robin routine but some of our sale's people were just terrible at using the CRM, a lot of leads were not handled properly.
I'm sure you guys know how that goes.

I believe that whether you have a lead bucket or a round robin, the most important is to have quality responses in a timely manner and a solid follow up. 90% of our leads are being answered within 10 minutes from 8:30 AM to 10:00PM. Answering a customer's question at 9:30 on a Wednesday evening is what's going to drive them into the store.

 

[ddavis]

I had a schedule loaded into the CRM. I utilized the round robin approach but limited the time to 2 minutes for the lead to be completed (phone call first). If the lead wasn't completed in 2 minutes, it was fare game. My response time was consistently under 4 minutes.

I officed in the Internet department with my assistant and 12 ISMs. We knew everything that was going on in the department at any given part of the day. Cars were parked in front of the windows of the internet department where we could watch the walk around presentations. ISMs didn't take ups and it wasn't an internet deal unless it was a confirmed appointment or a customer came in asking for the ISM by name. Every incoming call was monitored and we had a performance board the was updated daily. The first thing the GM did was review that board. We were a third of the sales department, selling 70 percent of the cars and out grossing the floor (front and back) by nearly $1000 copy. We were utilizing every available phone line and computer drop. It would have been an Internet store if we had the resources.

 

[jmcreavy]

Ddavis, how many leads did your store get on average with 12 ISMs?

 

[ddavis]

Ddavis, how many leads did your store get on average with 12 ISMs?

We averaged around 850 leads per month but those were our leads. We didn't purchase leads from any source including the manufacturer. All of our descriptions had a strong call to action either directing them to our website or call for more information, availability, etc... I consider a call from AutoTrader, Cars.com or our website as a lead. I would prefer a phone call to an email enquiry. We would often set the appointment, sell and deliver the car and the only email, the customer would receive, was a thank you.

 

[Bill Simmons]

8 of out stores are on Round Robin and the other 3 use a Lead Bucket system. If I had to lean one way I think I prefer the Round Robin. I see success with both systems in the stores that have a sharp sales manager or BDC-ISM manager overseeing the process. If you do not have that, neither of these systems will work.

 

[ddavis]

8 of out stores are on Round Robin and the other 3 use a Lead Bucket system. If I had to lean one way I think I prefer the Round Robin. I see success with both systems in the stores that have a sharp sales manager or BDC-ISM manager overseeing the process. If you do not have that, neither of these systems will work.

Bill, poor management is the major problem with most stores. Most sales managers think their job is to wait for salespeople to bring them a deal. I would go into stores and set up the processes for their internet departments. Six months later it was back to the way it was before. That was after seeing phenomenal initial increases. Money only comes before work in the dictionary.

 

[joe.pistell]

Bill, poor management is the major problem with most stores. Most sales managers think their job is to wait for salespeople to bring them a deal. I would go into stores and set up the processes for their internet departments. Six months later it was back to the way it was before. That was after seeing phenomenal initial increases. Money only comes before work in the dictionary.

Amen.

 

[jmcreavy]

Money only comes before work in the dictionary.

TOTALLY stealing this!