SlideShare a Scribd company logo
How To Use Objective Data to Create
    Performance Plans and Compensation Models
How important is it to build a team around performance objectives that
align with a dealer’s business strategy and are reflected in both
evaluations and pay plans?
Organizational development is more important than ever before…with many dealers
losing staff while cutting costs during the depths of the recession, those that are
growing their business need effective strategies, tools and tactics for attracting,
screening and hiring the best Internet sales professionals with the greatest chance of
achieving their own personal success, as well as sales productivity for the dealership.
This session will explore organizational development strategies, recruiting, screening,
hiring and training tools as well as the materials and processes that the most
successful dealers in America have been using for years, and are being used today as
a means of increasing success in the hiring process. Ralph Paglia will share the tools
and processes he has used to build some of the most successful Internet sales
departments in America while teaching attendees what the essential "must haves" are,
and how to get them when seeking to grow your sales departments into high
performance digital marketing to sales conversion engines.
Courtesy Chevrolet in Phoenix, AZ became the
USA’s leading Internet retailer of new and certified
used Chevrolet vehicles… Human Resource
Development was the key (secret sauce) to success.
90,000+ Outbound
Phone Calls / Month
Document Roles & Responsibilities for All Positions
Automotive boot camp 2012 objective data performance plans
Automotive boot camp 2012 objective data performance plans
Automotive boot camp 2012 objective data performance plans
Automotive boot camp 2012 objective data performance plans
Automotive boot camp 2012 objective data performance plans
Automotive boot camp 2012 objective data performance plans
Automotive boot camp 2012 objective data performance plans
Document Pay
Plan & Bonus
Structure that
reflects taller
Internet sales
funnel



                  * July 2006 Interactive Marketing Budget
* July 2006 Interactive Marketing Budget
* July 2006 Interactive Marketing Budget
Lead Volume puts pressure on response
   times as a factor of staffing levels!
Organizational Structure Determines Process Capabilities
                     and Monitoring Requirements…

                                                                               % of      Statistical
Top 4 Ways                                                    Purchase
                                                                            Purchase* Correlation
 to Close    Dealer Response Attributes                      Respondents*
                                                                            among the    Factor of
                                                               who DID
More Sales   Experienced by Customers within                     NOT
                                                                            Leads who Response
                                                                                          attribute
 to Leads                                                                      DID
                                                              experience
 Received    24 hours of Submitting an Inquiry               the attribute
                                                                           Experience with Vehicle
                                                                                         Purchase
                                                                           the attribute


             Make Direct Phone Contact with Customer
   #1        (after sending Email w/availability & prices)    17%          27%             11
   #2        Send Price Quotes by Email to Customer           20%          27%              9
             Contact Customer more than once by Email
   #3        and Telephone (within First 24 Hours)            21%          25%              5
             Make sure Customers are either Completely or
   #4        Very Satisfied with the Lead Response            21%          24%              3
Staffing Determines Process Execution Capabilities
   and Monitoring Requirements…
Customer goes online
and submits Lead

              Internet Sales Specialist ISS)
                    reviews lead, selects 4
                  vehicles for Price Quotes
           Sends email with Quotes & Cars

 BDC Staff makes initial phone call,
 collects customer info, sets up an
 appointment for the ISS
                 If no appointment, ISS
          Contacts customer and seeks
         appointment and/or agreement
Lead Process Maps
 should be indexed to
   email templates,
  phone scripts and
  word tracks so that
dealership employees
   have a “paint by
  numbers” guide to
what is expected when
  a lead is received.
  This process map
focuses on the first 12
hours after a new lead
      is received.
Lead Process Maps
      should contain brief
explanations for the logic
    and execution tips for
     employees to review
 before actually using the
  email templates, phone
  scripts and word tracks.
        Actual template
 illustrations make it easy
for dealership employees
     to recognize the right
    template or document
  when they see it in their
           CRM tool.
When Lead
Process Maps are indexed to
  correspondingly numbered
    email templates, phone
 scripts and word tracks, the
dealership is far more likely to
execute the repetitious tasks
     that create customer
 experiences which correlate
   with higher sales closing
   ratios. The best process
 maps break down email and
phone contact processes into
  separate flows so that they
 can be executed by different
  resources when scaling up
       lead volumes and
    organization structures.
Have a defined process for “closing out”
                   unsold leads
Although many car guys will say they believe in the concept of following up until
prospects either buy or die… Large scale lead generation through highly effective
marketing practices requires that scarce resources be allocated to where they will
generate the most sales. Outsourcing followup on leads that have reached a
designated status (dormant) or assigning them to alternate resources such as a BDC
will allow ISS’s to stay focused on the 50% of the leads that buy, and do so within the
first 10 days
LMP Scoring Index




Objective Review of
Dealership Employee Lead
responses encourages
consistency and creates a
numeric accountability –
an LMP Report Card for
Dealer or GM review…
Nothing has more impact on results
             than phone contact with the customer!




Outbound phone calls, ongoing phone follow-up and
responding to emails requires adequate staffing and skill levels
Telephone Process
• 85% of Web visitors who contact the dealership
before coming into the showroom, use the phone
• Direct Phone contact (after responding to an
Internet lead by email), has the greatest impact on
increasing sales closing ratios

Phone Follow-Up Sales Strategy:
• Focus on having a set of objectives in front of us,
each time we make an email follow-up call
• Word Track Forms (scripts) are used for training
and collecting customer information during each call
that is made immediately after sending personalized
email response
Questions and Answers…
Ralph Paglia
Cell: 505-301-6369
RPaglia@gmail.com
www.RalphPaglia.com

Reference Links:
http://www.ADMPC.com
http://slideshare.net/RalphPaglia
http://www.hirethewinners.com/adm
http://www.Automax.com

More Related Content

PPTX
Ralph Paglia AutoCon 2012 Objective Data Performance Plans
PPTX
3 dmsc 2013 objective data performance plans
PPTX
Mada recruit screen hire
PPTX
Internet sales20group2012people recruitscreenhire (2)
PPTX
Objective Data Performance Based Pay Plans by Ralph Paglia - KPA Webinar June...
PPT
BUS-G03_View Your Excpetional Digital Experience Through the Eyes of Your Cus...
PDF
Chapter 12-managing-relationships-and-building-loyalty1
PPTX
Building loyalty
Ralph Paglia AutoCon 2012 Objective Data Performance Plans
3 dmsc 2013 objective data performance plans
Mada recruit screen hire
Internet sales20group2012people recruitscreenhire (2)
Objective Data Performance Based Pay Plans by Ralph Paglia - KPA Webinar June...
BUS-G03_View Your Excpetional Digital Experience Through the Eyes of Your Cus...
Chapter 12-managing-relationships-and-building-loyalty1
Building loyalty

What's hot (18)

PPTX
Gartner Competency CRM Model
PPT
CRM needs analysis assessment presentation
PPSX
Customer Relationship Management (CRM)
PPT
CRM Roadmap - Sample
PPTX
Utsav Mahendra : Managing Relationships and Building Loyalty
PPT
1 fundamentals of crm
PPSX
Managing relationship and building loyalty
PPTX
Ardhita banuadji smo_sdm_cem
PDF
DAPFinal10-18
PDF
เอกสารบรรยายในงานสัมมนา CRM สำหรับธุรกิจประกัน
PPT
customer relationship management
PPTX
Customer loyalty and technology as crm tool
PPTX
The wheel of loyalty
PDF
Customer relationship management in Hotel Industry
PDF
Customer Relationship Management
PPSX
How to write a CRM scope document - the key to a successful solution
PPTX
Information technology in building customer relationship management
Gartner Competency CRM Model
CRM needs analysis assessment presentation
Customer Relationship Management (CRM)
CRM Roadmap - Sample
Utsav Mahendra : Managing Relationships and Building Loyalty
1 fundamentals of crm
Managing relationship and building loyalty
Ardhita banuadji smo_sdm_cem
DAPFinal10-18
เอกสารบรรยายในงานสัมมนา CRM สำหรับธุรกิจประกัน
customer relationship management
Customer loyalty and technology as crm tool
The wheel of loyalty
Customer relationship management in Hotel Industry
Customer Relationship Management
How to write a CRM scope document - the key to a successful solution
Information technology in building customer relationship management
Ad

Similar to Automotive boot camp 2012 objective data performance plans (20)

PPTX
Auto con2012 objective data performance plans
PPTX
Mada recruit screen hire
PPTX
Rpaglia
PPTX
3 dmsc 2013 objective data performance plans
PPTX
Dialogtech
PPT
DISSERTATION-Project Overview
PPT
Ralph Paglia ILM Implementation For General Motors Dealers
PPT
“Who's Calling? Customizing the Caller Experience to Feed the Bottom Line”
DOC
134 internet process-best_practices
PPT
Digital Dealer Recruit Screen Hire Workshop
PPTX
Real-Time Identification and Analytics
PPTX
APMP Certification for IT Professionals
PPTX
Internet Battle Plan - Growing Your BDC and Internet Sales Department in a Ca...
PDF
Free Training Series | Enabling Chat | Key Success Factors in Chat Implementa...
PPT
Courtesy chevy lead management process v8d
PPT
Courtesy chevy lead management process v8d
PDF
From Click to Call: Creating Landing Pages that Actually Convert to Sales Call
 
PPT
Unibe Applied CRM & Integrated Processes Dom Rep, 20090326
PPT
StartupSaturday Mumbai Dec08 - AdoRoi Demo
PDF
Traction Forge: Transformational Manufacturing Strategy
Auto con2012 objective data performance plans
Mada recruit screen hire
Rpaglia
3 dmsc 2013 objective data performance plans
Dialogtech
DISSERTATION-Project Overview
Ralph Paglia ILM Implementation For General Motors Dealers
“Who's Calling? Customizing the Caller Experience to Feed the Bottom Line”
134 internet process-best_practices
Digital Dealer Recruit Screen Hire Workshop
Real-Time Identification and Analytics
APMP Certification for IT Professionals
Internet Battle Plan - Growing Your BDC and Internet Sales Department in a Ca...
Free Training Series | Enabling Chat | Key Success Factors in Chat Implementa...
Courtesy chevy lead management process v8d
Courtesy chevy lead management process v8d
From Click to Call: Creating Landing Pages that Actually Convert to Sales Call
 
Unibe Applied CRM & Integrated Processes Dom Rep, 20090326
StartupSaturday Mumbai Dec08 - AdoRoi Demo
Traction Forge: Transformational Manufacturing Strategy
Ad

More from Ralph Paglia (20)

PPTX
Adm consulting reputation management v5
PDF
Google Display Marketing Jargon Buster
PDF
Google Digital Media Advisor
PDF
Google Digital Marketing Jargon Buster
PDF
Google Digital Marketing Crossword Puzzle
PDF
Google: Building Mobile Sites | Best Practices
PDF
Google ad words experience guide
PDF
Google adwords ad extensions
PDF
Genuine google seo checklist top secret
PDF
Digital growth checklist infographic
PDF
Digital and physical touchpoints in the automotive industry
PDF
42 rules of social media
PDF
10 key true car changes made from january to april 2012
PDF
Google dealer guidebook best practices complete
PPTX
Triumph digital media presentation
PPTX
Toyota kc region dealer summit presentation
PDF
Top 150 dealer groups
PPT
Tips modular strategy for digital marketing
PDF
The mercedes benz x-class concept pickup truck is here
PDF
Seo in a mobile first era markteters edition
Adm consulting reputation management v5
Google Display Marketing Jargon Buster
Google Digital Media Advisor
Google Digital Marketing Jargon Buster
Google Digital Marketing Crossword Puzzle
Google: Building Mobile Sites | Best Practices
Google ad words experience guide
Google adwords ad extensions
Genuine google seo checklist top secret
Digital growth checklist infographic
Digital and physical touchpoints in the automotive industry
42 rules of social media
10 key true car changes made from january to april 2012
Google dealer guidebook best practices complete
Triumph digital media presentation
Toyota kc region dealer summit presentation
Top 150 dealer groups
Tips modular strategy for digital marketing
The mercedes benz x-class concept pickup truck is here
Seo in a mobile first era markteters edition

Recently uploaded (20)

PDF
MANDIBLE (1).pdffawffffffffffffffffffffffffffffffffffffffffff
PPTX
1. introduction-to-bvcjdhjdfffffffffffffffffffffffffffffffffffmicroprocessors...
PPTX
Paediatric History & Clinical Examination.pptx
PPTX
laws of thermodynamics with diagrams details
PPTX
laws of thermodynamics with complete explanation
PDF
computer system to create, modify, analyse or optimize an engineering design.
PPTX
Type of Sentence & SaaaaaaaaaadddVA.pptx
PPTX
Fire Fighting Unit IV industrial safety.pptx
PPTX
Zeem: Transition Your Fleet, Seamlessly by Margaret Boelter
DOCX
lp of food hygiene.docxvvvvvvvvvvvvvvvvvvvvvvv
PDF
EC290C NL EC290CNL Volvo excavator specs.pdf
PPTX
UNIT-2(B) Organisavtional Appraisal.pptx
PPTX
Gayatri Cultural Educational Society.pptx
PDF
Caterpillar CAT 312B L EXCAVATOR (2KW00001-UP) Operation and Maintenance Manu...
PPTX
IMMUNITY TYPES PPT.pptx very good , sufficient
PDF
Journal Meraj.pdfuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuu
PDF
Honda Dealership SNS Evaluation pdf/ppts
PDF
Caterpillar Cat 315C Excavator (Prefix CJC) Service Repair Manual Instant Dow...
PPTX
capstoneoooooooooooooooooooooooooooooooooo
PDF
RPL-ASDC PPT PROGRAM NSDC GOVT SKILLS INDIA
MANDIBLE (1).pdffawffffffffffffffffffffffffffffffffffffffffff
1. introduction-to-bvcjdhjdfffffffffffffffffffffffffffffffffffmicroprocessors...
Paediatric History & Clinical Examination.pptx
laws of thermodynamics with diagrams details
laws of thermodynamics with complete explanation
computer system to create, modify, analyse or optimize an engineering design.
Type of Sentence & SaaaaaaaaaadddVA.pptx
Fire Fighting Unit IV industrial safety.pptx
Zeem: Transition Your Fleet, Seamlessly by Margaret Boelter
lp of food hygiene.docxvvvvvvvvvvvvvvvvvvvvvvv
EC290C NL EC290CNL Volvo excavator specs.pdf
UNIT-2(B) Organisavtional Appraisal.pptx
Gayatri Cultural Educational Society.pptx
Caterpillar CAT 312B L EXCAVATOR (2KW00001-UP) Operation and Maintenance Manu...
IMMUNITY TYPES PPT.pptx very good , sufficient
Journal Meraj.pdfuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuu
Honda Dealership SNS Evaluation pdf/ppts
Caterpillar Cat 315C Excavator (Prefix CJC) Service Repair Manual Instant Dow...
capstoneoooooooooooooooooooooooooooooooooo
RPL-ASDC PPT PROGRAM NSDC GOVT SKILLS INDIA

Automotive boot camp 2012 objective data performance plans

  • 1. How To Use Objective Data to Create Performance Plans and Compensation Models How important is it to build a team around performance objectives that align with a dealer’s business strategy and are reflected in both evaluations and pay plans? Organizational development is more important than ever before…with many dealers losing staff while cutting costs during the depths of the recession, those that are growing their business need effective strategies, tools and tactics for attracting, screening and hiring the best Internet sales professionals with the greatest chance of achieving their own personal success, as well as sales productivity for the dealership. This session will explore organizational development strategies, recruiting, screening, hiring and training tools as well as the materials and processes that the most successful dealers in America have been using for years, and are being used today as a means of increasing success in the hiring process. Ralph Paglia will share the tools and processes he has used to build some of the most successful Internet sales departments in America while teaching attendees what the essential "must haves" are, and how to get them when seeking to grow your sales departments into high performance digital marketing to sales conversion engines.
  • 2. Courtesy Chevrolet in Phoenix, AZ became the USA’s leading Internet retailer of new and certified used Chevrolet vehicles… Human Resource Development was the key (secret sauce) to success.
  • 4. Document Roles & Responsibilities for All Positions
  • 12. Document Pay Plan & Bonus Structure that reflects taller Internet sales funnel * July 2006 Interactive Marketing Budget
  • 13. * July 2006 Interactive Marketing Budget
  • 14. * July 2006 Interactive Marketing Budget
  • 15. Lead Volume puts pressure on response times as a factor of staffing levels!
  • 16. Organizational Structure Determines Process Capabilities and Monitoring Requirements… % of Statistical Top 4 Ways Purchase Purchase* Correlation to Close Dealer Response Attributes Respondents* among the Factor of who DID More Sales Experienced by Customers within NOT Leads who Response attribute to Leads DID experience Received 24 hours of Submitting an Inquiry the attribute Experience with Vehicle Purchase the attribute Make Direct Phone Contact with Customer #1 (after sending Email w/availability & prices) 17% 27% 11 #2 Send Price Quotes by Email to Customer 20% 27% 9 Contact Customer more than once by Email #3 and Telephone (within First 24 Hours) 21% 25% 5 Make sure Customers are either Completely or #4 Very Satisfied with the Lead Response 21% 24% 3
  • 17. Staffing Determines Process Execution Capabilities and Monitoring Requirements… Customer goes online and submits Lead Internet Sales Specialist ISS) reviews lead, selects 4 vehicles for Price Quotes Sends email with Quotes & Cars BDC Staff makes initial phone call, collects customer info, sets up an appointment for the ISS If no appointment, ISS Contacts customer and seeks appointment and/or agreement
  • 18. Lead Process Maps should be indexed to email templates, phone scripts and word tracks so that dealership employees have a “paint by numbers” guide to what is expected when a lead is received. This process map focuses on the first 12 hours after a new lead is received.
  • 19. Lead Process Maps should contain brief explanations for the logic and execution tips for employees to review before actually using the email templates, phone scripts and word tracks. Actual template illustrations make it easy for dealership employees to recognize the right template or document when they see it in their CRM tool.
  • 20. When Lead Process Maps are indexed to correspondingly numbered email templates, phone scripts and word tracks, the dealership is far more likely to execute the repetitious tasks that create customer experiences which correlate with higher sales closing ratios. The best process maps break down email and phone contact processes into separate flows so that they can be executed by different resources when scaling up lead volumes and organization structures.
  • 21. Have a defined process for “closing out” unsold leads Although many car guys will say they believe in the concept of following up until prospects either buy or die… Large scale lead generation through highly effective marketing practices requires that scarce resources be allocated to where they will generate the most sales. Outsourcing followup on leads that have reached a designated status (dormant) or assigning them to alternate resources such as a BDC will allow ISS’s to stay focused on the 50% of the leads that buy, and do so within the first 10 days
  • 22. LMP Scoring Index Objective Review of Dealership Employee Lead responses encourages consistency and creates a numeric accountability – an LMP Report Card for Dealer or GM review…
  • 23. Nothing has more impact on results than phone contact with the customer! Outbound phone calls, ongoing phone follow-up and responding to emails requires adequate staffing and skill levels
  • 24. Telephone Process • 85% of Web visitors who contact the dealership before coming into the showroom, use the phone • Direct Phone contact (after responding to an Internet lead by email), has the greatest impact on increasing sales closing ratios Phone Follow-Up Sales Strategy: • Focus on having a set of objectives in front of us, each time we make an email follow-up call • Word Track Forms (scripts) are used for training and collecting customer information during each call that is made immediately after sending personalized email response
  • 25. Questions and Answers… Ralph Paglia Cell: 505-301-6369 RPaglia@gmail.com www.RalphPaglia.com Reference Links: http://www.ADMPC.com http://slideshare.net/RalphPaglia http://www.hirethewinners.com/adm http://www.Automax.com