Day 6

After a relaxing weekend, it's time to push on.

I started with a sales meeting to talk to the salespeople about the surveys the manufacturers send out within two weeks of taking delivery. In the past, the person who was in my office went out during the delivery to explain the survey to the customer. But this just made the customer listen to one more person in an already long delivery process. So they'll be performing this process. I also informed them we'll be doing some phone-up training later in the week.

Today was another day of Autobase training. It may seem like it takes a long time to train for this program, but I'm going through four different modules - salesperson, manager, internet and BDC. So I'm taking several modules per day. It will be easier once my Autobase rep sits with me and goes through several of the important parts in person. Hopefully it will be sometime next week.

I spent several hours this morning with the GMAC rep going through several of their programs. One of them is GMAC Opportunities which shows lease and retail contracts that are coming to fruition so we can contact them to purchase again. This information can also be obtained from Autobase.

I now have over 150 resumes for the Internet Appointment Coordinator position. I've sent all of them an email with Pre-Interview Instructions to call my voice mail and read a four line script so I can hear what they sound like before I bring them in for a personal interview. Here is the script:

"Hi Mike, this is Mary calling from Fresard Pontiac Buick GMC, how are you today? Mike, I'm calling regarding an Internet inquiry I received regarding your interest in a new Pontiac Grand Prix. I'd like to setup an appoinment for you to come in and pick out your new vehicle. What would be good for you, mornings or afternoons?"

I'm anxious to hear them.

Listened to about 30 minutes of Who's Calling. We really need some help in the way Service Advisors answer the phone with customer questions. I'll meet with the Service Director to discuss this later.

I still need to complete training for the GM OneSource program which is General Motors Internet CRM. I can't get in to see the leads unless I complete the training and become Internet Certified. Hmmmm. Eventually I'll have all of those leads come directly into Autobase, so we can avoid that program.

I began creating an outline for developing the BDC. I'll talk more about this in future posts.