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I have found that most duplication happens when the first salesperson has not done a proper job with follow-up. If they we're following up with their customers on a regular basis, this wouldn't be happening as often. 

 

Having a well defined protection and reassignment policy helps salespeople understand what is expected of them. I love it when a salesperson comes to me and says; "hey that's my customer." I then look at the CRM and see that they have not entered any notes or made any calls in over a month. I then tell them; "while you may have helped that customer on behalf of the dealership at one point in time, I don't see where you have done anything in over a month, so I am afraid that customer now resides with your peer." Now of course that can go the other way when a salesperson has done an excellent job with follow-up.

 

Alex, I think you're on the right path with making sure your system stays free of duplicates. $100 sounds a little stiff! A person might end up owing the dealership more than he/she makes. Here’s a thought for you; start off by letting them know that there’s going to be a penalty for duplicate customers and customers with no future follow-up. In our system we call these “Black Hole†customers. The first month I would give each rep three strikes. So if they have more than three combined “Black Hole†or “Duplicates†in the system, they get penalized. Me personally, I’d ding their commission percentage by a few points for the next month. Then as your salespeople start to achieve success, I’d lower the bar to 2 strikes per month with the eventual goal of zero tolerance.

 

By the way, you can also find dups on report #5 "Daily Activity Report" which can be run for the month. You can find "Black Hole" customers on the "System Utilization" report as well as on the "Daily Activity" report. Oh and any "Black Hole" customers I find, they would get transferred to a new salesperson.

Jerry Thibeau

National Sales Trainer

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