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Business Policies - Vehicles Pickerings Auto Group 4th November 2016

Pickerings Auto Group

Business Policies – Vehicles

2

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V210 Prospect and Contact Management

Sales Process:

Recording client interaction:

All sales staff - start in the MyDeal program.

Click on the people icon to get to the Prospect Maintenance program:

MyDeal

Prospect Maintenance



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We either want to:

Select an Existing Prospect interaction

OR

Select the correct Contact (do not create duplicates!) and

Create a New Prospect to record this interaction

Locating an Existing Prospect

Regardless of whether we are looking for an existing Prospect or creating a new record, we need to search via Contact Code, which is the Master file of the Dealership’s customer database, for vehicles, service, parts etc.



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Search as shown in order to view all available Contact records (to avoid creating duplicates!) and any existing Active or Closed Prospect records.

Choose the correct entry, i.e. the Active Prospect.

NB – if you select a contact record with no Prospect ID when there are other options available, read the warning message:



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Are you sure you want to create a New Prospect?

Only click ‘Yes’ if you are sure you want to create a new Prospect attached to this Contact record.

It is preferable that if creating a new Prospect (i.e. for a new enquiry), follow the steps below.

Creating a New Prospect

To record a new customer interaction, search in Contact Maintenance.

Click the ‘…’ ellipsis button to open the Contact Maintenance program.

Start with a Surname or Company Name. Hit Enter or Tab.

Contact Maintenance



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This will automatically search the Dealership’s Contact database for any existing similar records.

We do not want to create duplicated customer Contact records!

If you get a pop-up, read the instructions. Check this list to see if the customer already exists in your contact database!

Sorting by first name (or any other column) may assist in locating your customer:



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If you find the customer already exists, select it, otherwise hit cancel, and fill out the required details.

Mobile phone and/or email address is vital.

Once details are entered, click OK.

This will take us back to Prospect Maintenance.

The Prospect ID is created automatically, attached to the customer’s Contact Code:

Save – we have recorded the Prospect activity and attached it to a new or existing Contact.

We can now return to MyDeal.

In Summary:

- Prospects are created for each business opportunity

- Prospect records are linked to the Contact records

- Multiple Prospect records may exist for a Contact

- Do not create duplicate Contact records!

Prospect Maintenance



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Business Policy – V210-01

Contact Search

Always check the Contact database before creating a new record; do not create duplicates.

Search by the following fields:

- Surname / Company Name (a pop-up box will appear when typing either of these

directly into these fields in the Contact Maintenance program)

- Mobile Phone number - Postcode

- ABN - Drivers Licence

Tip: Use the ‘%’ wildcard to search for fields that might have a space or special character, e.g. surname, mobile phone:

Process Owner: Dealer Principals, Financial Controllers

Process User: Sales Department / All Pickerings Customer-Facing Staff


Duplicate Contact Merge

If Duplicated Contacts are found in the course of operations, all staff must advise the Financial Controller, in order to merge them - do not ignore duplicates.

Dealership Financial Controllers are authorised to determine if duplicates need to be merged, and will do so via the ‘Merge Contacts’ option in Contact Maintenance:


Process User: Sales Department / All Pickerings Customer-Facing Staff



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Prospect Capture in UNITS®

Every Email, Phone, or lead enquiry must be entered in the system on the day of contact.

All Leads/Prospects will be allocated by the Sales Manager, and must be entered by the Salesperson.

Process Owner: Sales Manager

Process User: Salesperson


Customer Details Collection

At first contact with a customer, after searching for their details in the system, Pickerings staff must capture the following information as a minimum requirement:

Name / Surname / Company Name (if applicable)

Mobile Number and/or Email Address

Through further interactions with the client, complete the Contact record with all relevant data, including:

Phone Number(s) & Email Address (if not already populated)

Postcode & Address (Use drop-down options for City field in order to validate data)

Date of Birth

Drivers Licence No and Expiry Date

ABN (if registered for GST)


Process User: Sales Department

Dashboard: Sales (Risk) – New Contacts Created Missing Information



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Customer Details Update

All return correspondence must be referred to the CRM Department.

For any returned mail, bounced emails, or change of address notification, ensure that the database is updated accordingly.

For unsubscribe / opt-out requests, update the Privacy Constraints section; select the ‘Marketing’ checkbox if the customer does not wish to receive New & Used Vehicle-related correspondence

Whenever customer details are updated in UNITS®, the corresponding changes must be also made in the Manufacturer’s database (either directly or via email advice), and vice-versa.

Process Owner: CRM Department, Financial Controller, Dealer Principal


Prospect Life Cycle

Prospect Activity will be monitored by the Sales Manager, to ensure clients are being engaged by Sales staff.

Sales Managers will review Prospects if they exceed 7 days with no Activity Dashboard: Sales (Risk) – Active Prospects with no Activity for 7 Days

Prospects may be closed (at the Sales Manager’s discretion) if they remain Active for over 14 days without a Sale. Dashboard: Sales (Risk) – Active Prospects Older than 14 Days




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V155 Vehicle Appraisal


Capture All Valuations

All valuations must be recorded in UNITS® on same day, attached to a customer Contact Code.

The Salesperson must record sufficient customer details on the valuation form to enable the Valuer to find/create a Contact in UNITS®.

The Sales Manager is responsible for entering the Offer to Customer figure.

Process Owner: Valuer, Sales Manager

Dashboard: Sales (Risk) - New Appraisals Entered


Valuation Details Entry

Accurate data entry of valuations is paramount.

The Contact created/found by the Valuer can be retrieved using the ellipsis ‘…’ button.

Utilise previous Workshop Vehicle history as a means of populating the fields, and use VINLink / RedBook data if the vehicle record does not already exist. Remember to update the odometer!

Process Owner: Valuer



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V160 MyDeal


100% Aftermarket Introduction Policy

All customers must be introduced to the Aftermarket consultant.

The Aftermarket Consultant will manually select the ‘Intro to Aftermarket’ checkbox in Prospect Maintenance.

N.B. Sales Staff are not permitted to sell or give away Aftermarket Products.

Process Owner: Dealer Principal / Sales Manager Process User: Aftermarket Sales Consultant


100% F&I Introduction Policy

All customers must be introduced to the Business Manager.

Ideally, an early introduction to F&I (i.e. before closing the deal) will take place.

In addition, the Aftermarket Consultant will directly refer the customer to F&I.

The Business Manager will manually select the ‘Intro to F&I’ checkbox in Prospect Maintenance.

Process Owner: Dealer Principal / Sales Manager Process User: F&I Business Manager



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Deposits on Orders

Deposits are to be requested for all retail vehicle orders. (Default value is $1000.)

This can be waived at the Business Manager or Sales Manager’s discretion. (KPI: 90% of orders are to have deposits.)

Process Owner: Sales Manager / Business Manager

Dashboard: Sales (Deal Book) – Retail Orders without Deposits


Gross Review – Order Confirmation

Only the Sales Manager is permitted to convert a MyDeal Quote to an Order.

At this point in time, the calculated Gross Profit is saved in the system and reported in the Deal Book on the Dealer Spectrum® Dashboard.

If changes are required that impact the GP on a deal, the MyDeal must be re-saved as a Quote and then converted back to an Order again in order to recalculate the margin.


Dashboard: Sales (Deal Book) – Orders Taken



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Estimated Delivery Date

Sales Consultants are not to update Estimated Delivery Dates; this is controlled by the Sales Manager, following communication with the Service Department in order to estimate the Pre-Delivery lead time.

Sales Managers must monitor Estimated Delivery Dates, especially those which fall into the past.


Dashboard: Sales (deal Book) – Missing / Expired Estimated Delivery Date


Confirmed Estimated Delivery Date/Time

When the Delivery Date is agreed, the Business Manager will liaise with the customer to book in a time, in order to provide the best possible customer experience (with minimum wait time), and at this point will tick the ‘Confirmed’ checkbox, and enter the Estimated Delivery Time.

Process Owner: Business Manager

Dashboard: Sales (Deal Book) - Deal Book Summary



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Delivered Date / Time / Checkbox

The Business Manager will update the Delivery Date and tick the ‘Delivered?’ checkbox at time of Delivery, while confirming settlement of the vehicle. The timestamp will update in real time.

Process Owner: Business Manager

Dashboard: Sales (Deal Book) - Deal Book Summary


Floorplan Payouts

Vehicles sold as retail (i.e. with no extended finance payout terms) must be paid out within 48 hours.

Process Owner: Financial Controller

Dashboard: Sales (Deal Book) – Deal Book Summary Delivered but not Paid Out



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Vehicle Release - PPSR

Vehicles must not be released until a final PPSR check has been done on the customer’s trade-in.


Process User: Business Manager


Quote Review

Vehicle quotes expire after 30 days.

Sales Managers must review quotes open over 21 days.


Dashboard: Sales (Deal Book) – Active Quotes over 21 Days



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V020 – Stock Unit Maintenance


Registration / Transfer to Workshop

Once the vehicle’s registration number has been entered in Stock Unit Maintenance, the vehicle record must be sent to the workshop.

Ensure the Service Cycle is correct for that make/model (this will reflect the default Service Cycle details in Model Maintenance), and re-calculate the Next Service Date accordingly.

Enter the Manufacturer’s Warranty details, ensuring the Start and Expiry Dates are correct. (If the RDA has already been done, this earlier date will be the Warranty Start Date.)

In order to Save, a Delivery Date is required. (A case has been raised to amend this.)

N.B. As the vehicle is not yet delivered, this needs to be cleared immediately, as this will be providing incorrect information in CDM. Deselect the checkbox in CDM or MyDeal.

The deal pack and registration plates can then be passed on to the Stock Controller.

Process Owner: Registration Clerk



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RDA (Retail Delivery Advice)

Ensure that all vehicles reported to the manufacturer (RDAs) have the RDA Date entered in Stock Unit Maintenance.

Process Owner: Stock Controller



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V120 Multiple Unit Sale Entry (MUSE)


Delivered Deals to be Processed within 48 hours

Once the vehicle is delivered (and the ‘Delivered’ date/time/checkbox is updated in MyDeal by the Business Manager), the completed deal pack must go to Admin immediately to be processed within 48 hours.

Process Owner: Dealer Principal / Financial Controller

Dashboard: Sales (Deal Book) – 48 Hours to process through Accounting (MUSE)


Deal Pack Review

Before commencing processing of the deal, ensure any Factory/Fleet claim paperwork is in the deal pack. If not, return the deal pack to the Sales Manager immediately.

The following details are expected to be completed correctly through the Sales and Delivery process. However, these items must be reviewed at this final stage:

Customer details

Salesperson

Marketing Program

Sale Type (i.e. Retail / Fleet)

Process Owner: Settlements Clerk



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Service Vehicle Details

Vehicles sold and delivered need to have the most up-to-date details entered as possible. This step will have been completed initially as part of the Registration process, however further updates may be required.

1. Ensure that the Odometer and Delivery Date are accurate (Settlement Details).

2. Ensure that each vehicle has a Service Cycle and the correct Next Service Date in order

to ensure the customer is reminded to attend.

3. Ensure the Warranty Expiry Date is accurate, based on the manufacturer’s program

(initially entered by the Registration Clerk).

4. Add any additional purchased Warranty plans, taking care to observe date/km details.

Process Owner: Settlements Clerk


Deal Gross Review

Before invoicing the deal, ensure that the sale value, changeover price, and calculated gross figures match the Cost Sheet in the deal pack.

If the deal’s GP differs significantly from the Cost Sheet, the deal must be returned to the Sales Manager for review.

Salesperson commission is to be accrued in the ‘Adjustments on Sale’ section.

Process Owner: Settlements Clerk / Sales Manager

Dashboard: Sales (Deal Book) – Deal Book Summary MyDeal Washout Variance over $500



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Debtor Balances on Delivered Vehicles

Debit balances on processed deals must be reviewed daily.

Outside of Fleet/Government or other special terms, all vehicles must be paid for with cleared funds before they are released (Settlement Notification from the financier is required).

Process Owner: Dealer Principal / Business Manager / Financial Controller

Dashboard: Sales (Risk) – Debtor Balances on Delivered Units

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Business Policies – Vehicles - Auto-IT | Dealer ... Policies - Vehicles.pdf · Business Policies – Vehicles 2 ©Auto-IT Pty Ltd ... Aftermarket Sales Consultant ... This can be