I would like everyone's opinion on this. Let me put together the facts and you all decide who works harder. Recently one of our sales managers indicated that the retail sales guys (two of them only) were not happy with the current situation with one of the Internet Sales Agents in regards to sharing deals.
The retail sales person claims that when they get a deal to work on from one of the Internet Agents; they have to do all the work to sale the customer a car. All the way from the test drive, negotiate and delivery of the vehicle. This specific Internet Agent is very good at obtaining appointments but is not very confident in actually closing a deal. (We are working on teaching him to be better at this part of the process). He therefore, turns his customer after the meet and greet and many times before that. The retail salesperson helping him is no longer satisfied with the 1/2 credit if they end up buying. They would like the complete deal as they feel they did all the work. (Fairly understandable). The retail person also complains that while they are working the customer on the floor, the Internet Agent goes back to work on his leads and perhaps new leads as well.
The Internet Agent feels he should get a 1/2 credit as he feels the retail salesperson does not have a clue to how many phone calls, emails, texts, cancelled appointments, quotes were sent out to the customer and many more other customers as well.
The retail salesperson claims he/she works harder than the person back at his desk working leads sitting down. The sales manager who manages both of them also feels the retail salesperson works harder also since he is unaware how much work went to obtain the appointment.
A little about the retail sales agent's workplan on an everyday basis.
1. He/She basically sits inside the showroom front door at a desk waiting for an UP to come into the main showroom. On most days during the work week, he/she may be waiting anywhere from 30 minutes to a few hours. On a regular basis, he/she will eat their breakfast burrito and occassionaly on rare occasions make a follow up call to a customer on their overdue tasks list. Yes, we do give him/her a daily task list to call via the CRM but they just prefer to avoid using the CRM or making at attempt to call customers on their daily list.
The retail salesperson on most occasion starts to work once he is handed a customer to work with.
Now, a little about the Internet Agent:
This person arrives at the same time as the retail salesperson. His daily duties are as follows:
1. work on new leads by calling, sending email and also sending a text to obtain an appointment.
2. confirm via phone, text and email their appointments coming in today.
3. Call, text or email all of their recent leads where the status is still "UNCONTACTED" (no 2 way contact established yet).
4. work on current active customers they have on their pipeline by text, email or phone.
5. Send out any quotes that were requested after working diligently to try to get the customer to come in without having to give them a online quote.
On an average day the Internet Agent will make approximately 50 quality phone calls, 20 emails and 25 texts. Talk to approximately 10 to 15 live customers to seek appointments and confirm 2 to 5 appointments per day.
Now, according to the sales manager the Internet Agent has his/her life easy they just call, text and email which is very simple and easy to do while the retail agent has to work hard to close a deal once the customer is handed off to them. One additional item is that with the exception of one Internet Agent; the rest of the Internet Agent's actually work the appointment also to obtain a complete deal as opposed to a half deal only.
Please give me your opinion on who works harder.
The retail sales person claims that when they get a deal to work on from one of the Internet Agents; they have to do all the work to sale the customer a car. All the way from the test drive, negotiate and delivery of the vehicle. This specific Internet Agent is very good at obtaining appointments but is not very confident in actually closing a deal. (We are working on teaching him to be better at this part of the process). He therefore, turns his customer after the meet and greet and many times before that. The retail salesperson helping him is no longer satisfied with the 1/2 credit if they end up buying. They would like the complete deal as they feel they did all the work. (Fairly understandable). The retail person also complains that while they are working the customer on the floor, the Internet Agent goes back to work on his leads and perhaps new leads as well.
The Internet Agent feels he should get a 1/2 credit as he feels the retail salesperson does not have a clue to how many phone calls, emails, texts, cancelled appointments, quotes were sent out to the customer and many more other customers as well.
The retail salesperson claims he/she works harder than the person back at his desk working leads sitting down. The sales manager who manages both of them also feels the retail salesperson works harder also since he is unaware how much work went to obtain the appointment.
A little about the retail sales agent's workplan on an everyday basis.
1. He/She basically sits inside the showroom front door at a desk waiting for an UP to come into the main showroom. On most days during the work week, he/she may be waiting anywhere from 30 minutes to a few hours. On a regular basis, he/she will eat their breakfast burrito and occassionaly on rare occasions make a follow up call to a customer on their overdue tasks list. Yes, we do give him/her a daily task list to call via the CRM but they just prefer to avoid using the CRM or making at attempt to call customers on their daily list.
The retail salesperson on most occasion starts to work once he is handed a customer to work with.
Now, a little about the Internet Agent:
This person arrives at the same time as the retail salesperson. His daily duties are as follows:
1. work on new leads by calling, sending email and also sending a text to obtain an appointment.
2. confirm via phone, text and email their appointments coming in today.
3. Call, text or email all of their recent leads where the status is still "UNCONTACTED" (no 2 way contact established yet).
4. work on current active customers they have on their pipeline by text, email or phone.
5. Send out any quotes that were requested after working diligently to try to get the customer to come in without having to give them a online quote.
On an average day the Internet Agent will make approximately 50 quality phone calls, 20 emails and 25 texts. Talk to approximately 10 to 15 live customers to seek appointments and confirm 2 to 5 appointments per day.
Now, according to the sales manager the Internet Agent has his/her life easy they just call, text and email which is very simple and easy to do while the retail agent has to work hard to close a deal once the customer is handed off to them. One additional item is that with the exception of one Internet Agent; the rest of the Internet Agent's actually work the appointment also to obtain a complete deal as opposed to a half deal only.
Please give me your opinion on who works harder.
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