Client Care Specialist Training

Here you will learn all the ins and outs of Dealersocket, RevenueRadar, Service Dashboard, Mobile CRM/ServiceCRM, Marketing, Sales Dashboard, and Admin. 

Get to Know Dealersocket

Dealersocket

Dealersocket CRM

Dealersocket CRM is the hub where we perform all of our customer management. It also pushes and pulls data from our DMS which is CDK. Dealersocket is ran based on Customer info, where the DMS runs off of vehicle info, that will help you to understand how to search for information within Dealersocket.

Main Page

RevenueRadar

Revenue Radar Pings

Revenue Radar

  • Revenue Radar is used for our Data Mining tool.
  • The pings that are used are Smart Payment, Equity, Lower APR, End of Term. Revenue Radar can be used for the Service BDC with No service in X Months, Sold not Serviced, and Declined Services.
  • When a customer qualifies for one of those alerts, it creates a ping. 
  • Just like in Employee Dashboard, there are filters you can use, as well as you can save those filters for future use. 
  • When you select a Customer, it will pull up their deal profile. 
  • You are able to see their purchase information. 
  • You see a trade estimate which you are also able to edit.
  • You can also select vehicles, lease vs purchase, incentives, more money down etc. 
  • Make sure to always select recalculate.
  • The bottom quadrant gives you new vehicle info. It is important to remember that this is only a guesstimate. 

Revenue Radar Inventory

RevenueRadar Inventory

You are able to use the Inventory feature of RevenueRadar is there is inventory that you have to move more quickly. The Customers show you how many customers qualify for that particular vehicle and is of benefit to them.

Revenue Radar Service

RevenueRadar Service

The Service tab of RevenueRadar displays the service appointments for the day, a trade equity position, or a value, and what Radar Categories they are in. Regardless if they have a Radar or not, these are still customers we should try and speak to.

Where is the Estimated Trade Value

Press where it is located on the screen. 

Which statement is true, and which statement is false?

  • You are able to edit the Trade Amount
  • No You can not edit the trade Amount

What do you press to see incentives?

Which Statement is True and Which Statement is False?

  • You are able to edit the sales price.
  • You are unable to edit the sales price.

What do you click in order to see the Deal Recap?

Click the correct spot on the picture. 

Where do you update the status of the ping?

Click the correct spot on the picture. 

Where can you find the call script for that specific ping?

Click the correct spot on the picture. 

Sales Employee Dashboard

What is the main purpose of the employee dashboard?

  • To properly manage customer database in creating customer loyalty
  • Just to create work for the day
  • Create reminders for workflow
  • To keep track of customers

Employee Dashboard Video

Employee Dashboard

Employee Dashboard houses all of the customers you have touched. It is your task list for the day, and it is also a way for you to keep track of any open events. You can see how to use click to call, how to text, and how to select email templates. 

Mobile Sales

Sales Mobile

Dealersocket Sales App

Dealersocket Sales App is a very efficient way for salesman to use dealersocket in a more simplified manner.

There are some key things that you are able to do within the app. 

  • Scan customer VINS
  • Scan Drivers License's
  • Complete Tasks
  • Text
  • Email
  • As well as use click to call. 

Through this video you can see how to scan a customer in, see the click to call functionality, as well as socket talk. All of of those tools count towards sales daily tasks as well. 

Scanning Trade

Scan the Trade

Within the app you scan the VIN to the customer's trade. Generally located on the door of the drivers side.

Save and Push to Redbumper

Pushing the Trade to Redbumper

There are some key things you need to add to the Trade when getting ready to push it through to Redbumper. 

  1. Correct Miles
  2. Payoff if known.
  3. Color. 
  4. Press Save
  5. Then press Thirdparty share
  6. Select Redbumper.

Terminology

Common Terminology

BDC

Business Development Center.

A call center staffed with Customer Service Representatives responsible for sales and service at every customer touch point.

CPO

Certified Pre-Owned Vehicle.

A used vehicle that has gone through a rigorous inspection and meets high standards defined by the manufacturer.

CRM

Customer Relationship Management.

Describes a company-wide business strategy including BDC as well as other departments. It is also a computer program that manages customer data.

VTR

Vehicle Theft Registration.

VIN

Vehicle Identification Number.

It is always 17 total mix of letters and numbers. No vehicles will have the same VIN.

MSRP

Manufacturers Suggested Retail Price.

Retail price is the same thing as MSRP in Dealer Daily.

APR

Annual Percentage Rate.

That is an interest rate when purchasing a vehicle. 

Residual Rate

Residual Rate is what a customer purchases the vehicle for at the end of their lease term.

Money Factor

money factor is the alternative method of presenting the amount of interest charged on a lease with monthly payments. 

A money factor can be translated into the more common annual percentage rate (APR) interest by multiplying the money factor by 2,400. Example money factor of 0.0001 would be 0.24% interest

ACV

Actual Cash Value.

That is what a trade vehicle is actually worth.

CDK Lot Management

Here you can see used vehicle inventory as well as input trade vehicle information. May hear it referred to as Red Bumper as well.

Dealer Daily

This shows us all of our new vehicle inventory, as well as inventory at other Dealerships in our Denver Region.

Fresh Up Follow Up

Fresh Up Follow Up is a call made by the Client Care Specialist after a customer has visited the dealership and did not purchase. 

The purpose of this call is to see how the visit went and gather more information in order to help progress the deal and set a be back appointment.

Revenue Radar

RevenueRadar is data-mining tool used to locate revenue opportunities with current customers. It allows you to find customers before they start to look for another vehicle. You use it to make appointments with these customers.

Ping

A ping is created when a customer fits into a specific radar category such as "smart payment". Customers can have multiple pings if they match the criteria that the category is set up to field. 

What is the purpose of RevenueRadar?

RevenueRadar is data-mining tool used to locate revenue   with   customers. It allows you to  customers   they start to   for another .  You use it to make  with these customers.

How can you figure an interest rate for a money factor?

A money factor can be translated into the more common annual percentage rate (APR) interest by   the money factor by  

Untitled text matching question

  • BDC
    Business Development Center
  • APR
    Interest Rate
  • Residual Rate
    Price of a vehicle at the end of a lease term.
  • VIN
    Vehicle Identification Number
  • CPO
    Certified Used Vehicle
  • MSRP
    Retail Price

What is the purpose of a Fresh up Follow Up Call?

The purpose of this call is to see how the   went and  more  in order to help  the deal and set a be back .

CDK

Redbumper Trade Video

Redbumper

Here you can input trade information, as well as search within our used inventory.

What do you select to start a new trade appraisal?

What do you select to search used vehicle inventory?

Dealer Daily

Dealer Daily Video

Dealer Daily

Dealer Daily is where you will search for our new inventory or to locate inventory. There are multiples ways you can search. 

  1. Stock Number
  2. Model Code
  3. Color
  4. Package Codes
  5. VIN
  6. Status. A-Means Production, F- Means in Transit G- Means on the ground

What are ways you can search in DealerDaily?

  • VIN
  • Model Code
  • Trim
  • Color
  • Make
Select all that apply

What is Dealer Daily used for?

Dealer Daily is used to  for car 

Phone Scripts

Showroom Visit Outcome Call

Showroom Visit Out Come Call

Prepare








Greeting and Introduction



Purpose

of Call




Screening


















Set Appt



Email





End The Call





Voicemail




1.     Read notes

2.     Review Customer History; Have they bought from us before? Do they use our service department? Are they local? Did they demo a car? See numbers?

3.     Have your Inventory and Product Knowledge resource up on your screens.

4.     Smile and dial 


May I speak to dsFIRSTNAMEds?This is ~BDC Rep~ calling from the Client Care Center at Brent Brown Toyota. Did I catch you at a good time?


 I see you’ve been talking with ~assigned~ and I’m calling to make sure you’re happy with his service and to see if you had any questions I can help you with. Has ~assigned~ given you all the information you need?


What brought you into the market for a vehicle?

 Have you found a vehicle you would like to own?

No – Well I am glad I called. Of all the makes and models you have looked at, what are you leaning towards?

 Yes – Competitors – What do you like about the _________ ?

Yes = Ours

Great, can we set up a time for you to take delivery?

 What is the most important thing when it comes to a vehicle? 

If you were to pick one thing that’s keeping you from moving ahead on the ~MODEL~ what would that be?

REFLECT – State their objection in your own words. Customer will agree.

So if we could ________________ you would go ahead with it?

 What is your timeline on making a purchase? 



Sounds like we just need to get you with a Manager. Can you come in right now or would this evening be better? Are you thinking before or after dinner? Let's make it ____, how does that sound?


APT YES - I’d like to send you a confirmation email, what’s the best address to send it to?

APT NO – I’d like to send you some information, what’s the best address to send it to?



Is there anything else I can help you with today?



Hi, this is ~BDC Rep~ calling from the Client Care Center at Brent Brown Toyota. I’m calling to thank you for your interest in one of our vehicles and to make sure you’re receiving the level of service you expected. I’m sorry I missed you, your feedback is very important to us so I’m going to send a short survey to ~Email Address~.If you could take minute to return it we’ll do everything we can on our end to help fulfill your request. Thanks again and have a great day.

End of Lease Term

End Of Lease Term

Prepare






Greeting & Introduction




Purpose



Screening






Set Appt



Email




End the Call



Voicemail


1. Read notes

2. Review Customer History; Purchase History, Service History?

3. Look over criteria for the opportunity, New vehicle info and $ advantages.

4. Smile and dial


May I speak to dsFIRSTNAMEds ?This is dsBDCRepds calling from the Client Care Center at Brent Brown Toyota. Did I catch you at a good time?


I am calling in regards to your dsTradeModelds, do you still own it?


No – What are driving now? The reason we're calling is we are having a big vehicle buyback push right now to purchase quality used vehicles for our inventory. Do you have any cars you're looking to sell?

Yes –I see your lease is coming due soon and wanted to arrange a time for you to come in and discuss your lease end options?


Would today or tomorrow work better for you? Do you prefer daytime or evenings? I have a (insert time) and a (insert time) which works best?


APT YES - I’d like to send you a confirmation email, what’s the best address to send it to?

APT NO – I’d like to send you some information, what’s the best address to send it to?


Is there anything else I can help you with today?


Hi, this is dsBDCRepds calling from the Client Care Center at Brent Brown Toyota. I’m calling in regards to your dsTradeModelds. If you could take minute to return my call I would love to speak with you about it. Thanks again and have a great day.




Lease Over Miles

Lease Over Miles

Prepare






Greeting & Introduction




Purpose of Call


Screening














Set APPT






Voicemail


1. Read notes

2. Review Customer History; Purchase History, Service History?

3. Look over criteria for the opportunity, New vehicle info and $ advantages.

4. Smile and dial


May I speak to dsFIRSTNAMEds ?This is dsBDCRepds calling from the Client Care Center at Brent Brown Toyota. Did I catch you at a good time?


I am calling in regards to your dsTradeModelds, are you still driving this vehicle?


No –

  • What are you driving now? 
  • Is it leased? 
  • The reason we're calling is we are having a big vehicle buyback push right now to purchase quality used vehicles for our inventory. Do you have any cars you're looking to sell? Inactivate the vehicle in dealersocket and update customer record. Do not try and sell them another vehicle at this time.

Yes –"The reason for my call is that our records show that based on the amount of miles you are putting on your car we're projecting that you'll have a sizeable mileage penalty fee at the end of your lease. Is there a time we can arrange for you to come in and go over your options to avoid that penalty?" 

 If yes set appointment


Would today or tomorrow work better for you? Do you prefer daytime or evenings? I have a (insert time) and a (insert time) which works best?



Hi, this is dsBDCRepds calling from the Client Care Center at Brent Brown Toyota. I’m calling in regards to the dsTradeModelds. If you could please give me a call back at your earliest convenience. If I don't hear back, I will try back again tomorrow. Thanks again and have a great day.





Smart Payment

Smart Payment

Prepare






Greeting & Introduction



Purpose of Call



Screening
























Set APPT





Customer is Not Interested










Customer wants to lower their payment






If Customer Does not Believe Program





If Customer wants numbers over the phone






Voicemail


1. Read notes

2. Review Customer History; Purchase History, Service History?

3. Look over criteria for the opportunity, New vehicle info and $ advantages.

4. Smile and dial


May I speak to dsFIRSTNAMEds ?This is dsBDCRepds calling from the Client Care Center at Brent Brown Toyota. Did I catch you at a good time?


I am calling in regards to your dsTradeModelds, do you still own it?


No – I am glad I was able to reach you so that I am able to update our records. May I ask how long ago you replaced your dsTradeModelds? What are you currently driving? How do you like it? I appreciate you taking the time to speak with me. If I can be of any assistance in the future please do not hesitate to contact me. Inactivate the vehicle in dealersocket and update customer record. Do not try and sell them another vehicle at this time.

Yes –"The reason why I am calling is because our system has identified a hand-full of customers who might qualify for a unique program. Do you have a minute so I can explain further?"

If customer Says 

  • No- "This is important information so is there a better time I can reach you?
  • Yes- "You may be aware that during the down turn in the economy, leasing and sales of vehicles went down significantly. Normally we would see these vehicles coming back to our store right about now. With car sales today at record pace this shortage of trade-ins has increased the values of used cars. If we combine these values with current incentives, you are in a unique position to trade into a new model and keeping your payment about the same. Best of all we might be able to put you into a vehicle with more equipment and no money out of your pocket. If the numbers made sense would you be interested?"  

 If yes set appointment



Would today or tomorrow work better for you? Do you prefer daytime or evenings? I have a (insert time) and a (insert time) which works best?



"I can appreciate that. Some customers are not looking to get into a new car right now. However, many customers are interested in selling us their vehicle. Your car will never be worth more than what it is today. Would you be interested in selling us your vehicle? You do not have to buy another vehicle from us, we are just looking for good quality vehicles for our used car lot?"

 If customer is interested set the appt If the customer is not interested do not push the issue any further and thank them for the call. 



"Many customers who qualified for this program have been able to get into a more expensive vehicle while lowering their payment. It only takes a few minutes to review the numbers and there is no obligation. When would be the best time for you to review the program?" Set Appt


"I can appreciate how you feel. Some customers think that this program sounds too good to be true. We have sophisticated system that has identified only customers that can qualify based on real numbers. Many are surprised they can drive away in a new car with the same payment. When would be the best time for you to come in and review the program?" Set Appt


"I am showing your current payment is around $XXX is that correct? Based on your current payment and your estimated trade in value we should be able to get you into a comparable vehicle and keep your payment the same. All we need to do is get a quick evaluation on your current car. When would be the best time to come in?" Set Appt


Hi, this is dsBDCRepds calling from the Client Care Center at Brent Brown Toyota. I’m calling in regards to the dsTradeModelds. If you could please give me a call back at your earliest convenience. If I don't hear back, I will try back again tomorrow. Thanks again and have a great day.


Equity

Equity

Prepare






Greeting & Introduction



Purpose of Call




Screening



















Set Appt




Customer is not Interested








Voicemail


1. Read notes

2. Review Customer History; Purchase History, Service History?

3. Look over criteria for the opportunity, New vehicle info and $ advantages.

4. Smile and dial


May I speak to dsFIRSTNAMEds ?This is dsBDCRepds calling from the Client Care Center at Brent Brown Toyota. Did I catch you at a good time?


I am calling in regards to your dsTradeModelds, do you still own it?


No – I am glad I was able to reach you so that I am able to update our records. May I ask how long ago you replaced your dsTradeModelds? What are you currently driving? How do you like it? I appreciate you taking the time to speak with me. If I can be of any assistance in the future please do not hesitate to contact me. Inactivate the vehicle in dealersocket and update customer record. Do not try and sell them another vehicle at this time.

Yes –"The reason why I am calling is because our system has identified your vehicle to be in high demand and may qualify for a unique offer. Do you have a minute so I can explain further?"

If customer Says 

  • No- "This is important information so is there a better time I can reach you?
  • Yes- "You may be aware that during the down turn in the economy, vehicle sales went down significantly. Normally we would see these vehicles coming back to our store right about now. With car sales today at record pace this shortage of trade-ins has increased the values of used cars. If the numbers made sense would you be interested in selling us your dsTradeModelds?"  

 If yes set appointment


Would today or tomorrow work better for you? Do you prefer daytime or evenings? I have a (insert time) and a (insert time) which works best?


"I can appreciate that. Some customers are not interested in selling us their vehicle at this time. However, many customers realize that their car will never be worth more than it is today. You don't have to buy another car from us; we're looking for quality vehicles for our used car lot. It only takes a few minutes, are you sure this is not of an interest to you?"

 If customer is interested set the appt If the customer is not interested do not push the issue any further and thank them for the call. 


Hi, this is dsBDCRepds calling from the Client Care Center at Brent Brown Toyota. I’m calling in regards to the dsTradeModelds. If you could please give me a call back at your earliest convenience. If I don't hear back, I will try back again tomorrow. Thanks again and have a great day.



End of Purchase Term

End of Purchase Term

Prepare






Greeting & Introduction




Purpose of Call



Screening














Set Appt



Email





End the Call


Voicemail


1. Read notes

2. Review Customer History; Purchase History, Service History?

3. Look over criteria for the opportunity, New vehicle info and $ advantages.

4. Smile and dial


May I speak to dsFIRSTNAMEds ?This is dsBDCRepds calling from the Client Care Center at Brent Brown Toyota. Did I catch you at a good time?


I am calling in regards to your dsTradeModelds, do you still own it?



No – What are driving now? The reason we're calling is we are having a big vehicle buyback push right now to purchase quality used vehicles for our inventory. Do you have any cars you're looking to sell?

Yes –I see you are close to having it paid off. Are you planning on holding on to it, or would you consider trading it in for something new?

Keeping it-

  • Would you consider selling it to us? Used car values are really high right now, and we'd give you top dollar for it. 
  • When will you be in the market for a new vehicle?

Wants something New- Terrific, sounds like we just need to get you with a manager  so we can appraise the value of your car and go over all of your options.


Would today or tomorrow work better for you? Do you prefer daytime or evenings? I have a (insert time) and a (insert time) which works best?


APT YES - I’d like to send you a confirmation email, what’s the best address to send it to?

APT NO – I’d like to send you some information, what’s the best address to send it to?


Is there anything else I can help you with today?


Hi, this is dsBDCRepds calling from the Client Care Center at Brent Brown Toyota. I’m calling in regards to your dsTradeModelds. If you could take minute to return my call I would love to speak with you about it. Thanks again and have a great day.

Unsold Showroom Visit Process

Process for Unsold Showroom Follow-Up

The client Care representative gets involved with unsold showroom traffic two days after the customer visited the dealership. The process on those customers is as followed.

  1. 2nd Day Follow Up Call- Showroom Visit Outcome script 

If appointment is set

  • Creates appointment in DS for Salesman
  • Creates Update your event follow up to do  with salesman on appointment

If appointment is not set depending on how conversation went

  • Create a follow up to do for the customer

If customer is not reached on the first call.

  1. Send Visit Email
  2. 3rd Day Follow up Call
  3. 4th Day Follow Up Call 
  4. 1 Week Follow Up
  5. 2 Week Follow Up
  6. 1 Month Follow Up


If there is no contact with the customer after the above attempts. BDC Rep no longer has to keep trying. If there is contact made after any attempt, they refer to above substeps. 

RevenueRadar Process

RevenueRadar Process

RevenueRadar works as a drip campaign, so you will receive new leads in your daily employee dashboard. If you are adding a new one outside of the drip campaign you will follow these steps.

Creating a new Event

  1. Search for the Customer
  2. Create a NEW EVENT not a new customer
  3. Select contacted if and only if you have spoken to the customer, otherwise you will exit out of that screen and keep it unqualified.
  4. On the source you will select RevenueRadar
  5. On the tracking Code you will select RR and whichever ping it qualified for like RR-Lease End
  6. Assign yourself to the assigned to as well as the BDC Rep
  7. When you hand it off to a salesman you will assign the assigned to, to the salesmans name.


Process for each Category

Revenue Radar Lease

  1. Contact 1 year into lease
  2. Contact 1 year before lease end
  3. Contact 6 months before lease end
  4. Contact 3 months before lease end
  5. Contact 2 months before lease end
  6. Contact 1 month before lease end
  7. Contact 2 weeks before lease end
  8. Contact 1 week before lease end
  9. Contact 3 days before lease end
  10. Contact 1 day before lease end


Revenue Radar Equity, Smart Payment, Lower APR, End of Purchase Term

  1. 1st intial intro call, set appointment
  2. 2nd day intro email if no contact as been made
  3. 1 week follow up
  4. 1 month follow up
  5. 3 month follow up
  6. 3 month follow up
  7. 6 month follow up
  8. 9 month follow up

How many times are you contacting a lease customer?

  • 10
  • 8
  • 7
  • 12

What do you mark the source as in a new event?

  • RevenueRadar
  • Fresh Up
  • Repeat Customer
  • RR-Lease End
  • RR-Smart Payment
  • RR-Equity

What follow-up do you do on day 2 if no contact is made on Equity Campaign?

  • Make a Phone Call
  • Send an Email
  • There is not a day 2

How many times are you contacting a unsold showroom customer?

  • 10
  • 6
  • 4
  • 9
  • 14