On the latest episode of Kain and Co., host David Kain, President of Kain Automotive, discusses process performance reviews. They were also called internet process performance reviews (IPPR). It’s a strategy to encourage your team to follow the processes you developed in the hopes that they’re going to engage, appoint and allow you to sell a guest a car.
The reviews allow you to catch your team doing things right. Process Performance Reviews are about teaching salespeople what they did well and what they can do better. The first thing you should do is review leads from Tuesday through Thursday. Once you review, ask, did we study and prepare before we reached out? Afterward, take notes of your discovery.
Secondly, ask, did we call first? If you reach out within a couple of minutes, you have almost a 400% greater chance of connecting with a guest according to a study by Calldrip. If you wait 20 minutes, it drops down to a 15% greater chance. Don’t forget to give specifics in the review and give accolades for good performance. Sometimes you may get a lead that doesn’t have a phone number, so you’ll have to send an email.
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Kain says you want to make sure the email is all about the guest. For emails, is there a personalized subject line in the email? Subject lines get the emails opened and the first sentence gets the email read. Also, give a short synopsis of no more than 40 to 45 characters of what the customer wanted to know. Kain encourages you to look for that continuity follow-up. Some dealerships do follow-ups on day one. The more you do things the right way, the more success you’ll end up with.
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