Customer service representative v3
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The document outlines new pay plans for customer service representatives at a Chevrolet dealership that will be primarily based on commissions from appointments and sales. Under the new plans, base salaries will generate less than 50% of income, with most income coming from commissions. Three pay plans are described for entry-level, senior, and manager positions that provide increasing base salaries and commission rates for appointments scheduled and sales made.
Customer service representative v3
- 1. Courtesy Chevrolet Business Development Center Phoenix, AZ ATTN: All BDC Customer Service Representatives – Effective January 1, 2007 there will no longer be any hourly wage component within any BDC employee’s pay plan. The new pay plans are outlined below and will be primarily based on commissions generated from appointment shows and sales. The base salary component is designed to generate less than 50% of a Customer Service Representative’s income, with commissions from Appointment Shows, Sales and Bonuses generating most of a CSR’s income. Customer Service Representative (CSR) Primary Job Duties: 1. Answer all incoming phone calls according to management approved incoming call word tracks (scripts) and schedule showroom visit or test drive appointments. 2. Collect customer’s name, multiple phone numbers and email addresses from all incoming sales or advertising campaign calls. 3. Log all Customer contacts and comments into CRM Software. 4. Schedule future follow-up contact in CRM software if no appointment is generated from the initial incoming sales call. 5. Contact Customers using management approved outbound phone contact word tracks (scripts) and customer contact lists in CRM Software to schedule showroom appointments that check in upon arrival with reception desk. 6. Confirm scheduled appointments using appointment confirmation email template in CRM software. 7. Post scheduled appointments into CRM software and print a copy for CRM Administrators at showroom reception desk. 8. Contact “No Show” customers and reschedule their showroom appointments for a more convenient day and time. 9. Follow up with CRM Administrators at reception desk to determine if appointments are kept and the outcome. 10. Results Based CRM: Change status of prospect records in CRM software to reflect customer’s progress within the car buying cycle, schedule future customer contact for every customer based on the results of current customer contact. 11. Purify and update Customer information and contact data in CRM application… Maintain accurate notes describing every customer contact. 12. Generate personalized emails confirming phone conversations 13. Schedule follow-up reminders in CRM software for next contact. 14. Contact Customers based on current Chevrolet and GM marketing initiatives. 15. Respond to Customer web based requests using email and telephone. 16. Contact Internet Customers via email and phone to schedule a Sales appointment. 17. Follow up on Internet Customer emails according to a pre-determined timeline. 18. Create customer welcome folder for reception desk on all confirmed appointments. 19. Print Customer reception presentation based on appointment type. 20. Forward any Customer concerns to correct Departmental Manager and follow up with customer to verify concerns have been addressed.
- 2. Courtesy Chevrolet Business Development Center Phoenix, AZ Compensation Plans Entry Level: Customer Service Representative (CSR) Pay Plan for BDC Employees The following assumes a Full-Time CSR employee working 40 hours per week, generating 50 Sales Appointments per month that show up and are logged in at the showroom reception desk. Appointments are generated through Incoming Phone calls, Web based inquiries and Leads, previously Sold customer Follow-up calls, and GM Manifests linked to current marketing campaigns, private offers and incentives. Assume that the sales team generates a minimum of 35% sales closing ratio results from the BDC’s shown appointments. PAY PLAN: Hourly wage + bonus per appointment kept 1. $1,000.00 Base Monthly Salary (requires full time schedule – no absence/tardy) 2. $15.00 bonus for each Appointment that checks in at the reception desk after being previously logged into the CRM software by the CSR 3. $25.00 for each shown appointment that results in a sale Base Salary = $1,000.00 +$15.00 x 50 appointments kept = $750.00 +$25.00 x 10 appointments Sold = $250.00 Total: $2,000.00 per month Annual Income: $24,000.00 First Promotion: Senior Customer Service Representative (CSR) Pay Plan for BDC Employees This pay plan is not available until at least 90 days after being hired. The following assumes a Full-Time CSR employee working 40 hours per week, generating 50 Sales Appointments per month that show up and are logged in at the showroom reception desk. Appointments are generated through Incoming Phone calls, Web based inquiries and Leads, previously Sold customer Follow-up calls, and GM Manifests linked to current marketing campaigns, private offers and incentives. Example is based on sales teams at minimum of 30% sales closing ratio from the BDC’s shown appointments. PAY PLAN: Base Salary + bonus per appointment kept + bonus per appointment sold 1. $1,500.00 Base Monthly Salary (requires full time schedule – no absence/tardy) 2. $15.00 bonus for each Appointment that checks in at the reception desk after being previously logged into the CRM software. 3. $25.00 for each shown appointment that results in a sale from Incoming Phone calls and Internet Leads less than 24 Hours old 4. $50.00 for each shown appointment that results in a sale $1,500.00 per month base salary + $15.00 x 50 appointments kept = $750.00 + $25.00 x 10 appointments Sold = $250.00 + $50.00 x 5 appointments Sold = $250.00 ---------------------------------------------------------- Total Month Income = $2,750.00 per month
- 3. Courtesy Chevrolet Business Development Center Phoenix, AZ Pro-Rata Annual Income = $33,000.00 Second Promotion: Customer Service Manager (CSM) Pay Plan for BDC Employees The following assumes a Full-Time CSM employee working 40 hours per week, generating 50 Sales Appointments per month that show up and are logged in at the showroom reception desk. Appointments are generated through Incoming Phone calls, Web based inquiries and Leads, previously Sold customer Follow-up calls, and GM Manifests linked to current marketing campaigns, private offers and incentives. Assume that the sales team generates a minimum of 30% sales closing ratio results from the BDC’s shown appointments. PAY PLAN: Base Salary + bonus per appointment kept + bonus per appointment sold 1. $1,500.00 base salary (monthly) 2. $15.00 bonus for each Appointment that checks in at the reception desk after being previously logged into the CRM software. 3. $25.00 for each shown appointment that results in a sale from Incoming Phone calls and Internet Leads less than 24 Hours old 4. $50.00 for each shown appointment that results in a sale 5. $75.00 for each shown appointment that results in a sale from Dormant Leads, Pro-Active Lead Lists and unsold showroom follow-up past 30 days Example of this Pay Plan: $1,500.00 per month base salary + $15.00 x 50 appointments kept = $750.00 + $25.00 x 5 sold appointments = $125.00 + $50.00 x 5 sold appointments = $250.00 + $75.00 x 5 sold appointments = $375.00 --------------------------------------------------------- Total Month Income = $3,000.00 Pro-Rata Annual Income: $36,000.00