Objective Data Performance Based Pay Plans by Ralph Paglia - KPA Webinar June 7, 2012
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The document discusses using objective data to create effective performance plans and compensation models for sales teams. It explains that organizational development is important for attracting and hiring the best sales professionals. The session will explore strategies for recruiting, screening, hiring and training sales teams. The presenter will share tools and processes used to build successful sales departments, including defining roles and responsibilities, documenting processes, and creating pay plans aligned with business goals. Phone contact with leads is identified as critical for increasing sales.
Objective Data Performance Based Pay Plans by Ralph Paglia - KPA Webinar June 7, 2012
- 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. http://AutoCon2012.com/kpa Enter “VIP” Coupon Code for $100 KPA Discount
- 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.
- 3. 90,000+ Outbound Phone Calls / Month http://AutoCon2012.com/kpa Enter “VIP” Coupon Code for $100 KPA Discount
- 4. Document Roles & Responsibilities for All Positions http://AutoCon2012.com/kpa Enter “VIP” Coupon Code for $100 KPA Discount
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- 12. Document Pay Plan & Bonus Structure that reflects taller Internet sales funnel http://AutoCon2012.com/kpa Enter “VIP” Coupon Code for *$100 KPA Discount Budget July 2006 Interactive Marketing
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- 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 http://AutoCon2012.com/kpa Enter “VIP” Coupon Code for $100 KPA Discount
- 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 http://AutoCon2012.com/kpa Enter “VIP” Coupon Code for $100 KPA Discount
- 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 http://AutoCon2012.com/kpa Enter “VIP” Coupon Code for $100 KPA Discount
- 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… http://AutoCon2012.com/kpa Enter “VIP” Coupon Code for $100 KPA Discount
- 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 http://AutoCon2012.com/kpa Enter “VIP” Coupon Code for $100 KPA Discount
- 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://ADMPC.com http://slideshare.net/RalphPaglia http://www.hirethewinners.com/adm http://dealerELITE.net http://AutoCon2012.com/kpa Enter “VIP” Coupon Code for $100 KPA Discount