* Note: Sometimes a colleague may make an outbound call from the wrong queue to a different type of customer and the following may not be accurate. This should be rare but if the customer has confusion, it may be possible this is the case, or that the phone # for the customer is wrong/outdated.
9-Dealership Name (Sales Department – Last 90/120 Days of Leads – Data Mining)
• If you get an inbound from this queue, you are getting a customer from a marketing campaign that submitted a lead to the dealership within the last 90 days (or now, typically last 120 days).
• They were either looking to buy or sell a car.
• Pitch corresponding sales event or offer to overpay and buy, corresponding with the dealership rules on the Dealer Sheets!
• Appointment must be entered in the form as “Data Mining/Buyback” for the “Lead Type”.
B-Dealership Name Sales Department – (Previously Sold Customers/Service Customers – Data Mining/Buyback)
• If you get an inbound from this queue, you are getting a customer from a marketing campaign for buybacks.
• Pitch buyback!
• The data is either customers that previously bought a vehicle from the dealership or customers that have previously or currently taken their vehicle to be service/repaired/maintained by the Service Center at the dealership.
• Do not forget to ask if they have made at least one year of payments on the vehicle (some stores want more time since purchase and will be notated as such on the Dealer Sheets).
• Appointment must be entered in the form as “Data Mining/Buyback” for the “Lead Type”.
D-Dealership Name (Sales Department – Variety/Unspecified Data Mining)
• If you get an inbound from this queue, you are getting a customer from a marketing campaign for either last 90/120 days of leads or previous customers sold/previous or current service customers for buyback.
• Use the Inbound Filtering script to figure out if they put in a lead or are just buyback data! Pitch accordingly (sales event or buyback)!
• If it is a buyback pitch, do not forget to ask if they have made at least one year of payments on the vehicle (some stores want more time since purchase and will be notated as such on the Dealer Sheets).
• Appointment must be entered in the form as “Data Mining/Buyback” for the “Lead Type”.
E-Dealership Name (Sales Department – Events)
• If you get an inbound from this queue, you are getting a customer from a marketing campaign that our partners have set up. There is usually a mailer/flyer that goes out in advance to prospective customers and it includes the phone # to our queue for this store.
• Pitch accordingly that they are looking to come in to the store physically, but do not say there is a partner company or that these are people outside of the dealership. Pitch as if the customer is being scheduled with an expert on maximizing the customer’s credit for a good deal, but DO NOT say anything about bad credit; they don’t necessarily have bad credit.
• You MUST schedule within the days of the event, which will be posted on the Dealer Sheet for the store (if you do not see a date, get with a manager).
• Appointment must be entered in the form as “Sales” for the “Lead Type”.
S-Dealership Name (Sales Department – Standard Follow-up/Assignments)
• When you ask for a rooftop and receive an assignment, this is the queue for a store you will use (unless you are assigned Service-to-Sales, then depending on training and store, you may be using the D- or S- queue.
• If you get an inbound from this queue, you are getting a customer that is calling back after we tried to reach them.
• Pitch accordingly; is the lead looking to buy or sell a car?
• Appointment must be entered in the form as “Sales” for the “Lead Type”.
W-Dealership Name (Warranty Department)
• This is a potentially new service we are piloting as a company. You will be trained on this and understand it, if you are working in these accounts.
• These are customers that we are contacting to sell a warranty for particular dealerships working with a mutual partner of ours.
Z-Dealership Name (Service Department)
• These are customers that we are calling or are calling us to schedule repairs, recalls, maintenance and various other Service Center related appointments for dealerships.