One Crucial Step to Lead Management: A Professional Volley, from DealerRefresh.
A real email conversation between a former ISM of mine and his prospect:
Customer: Hello (Name Excluded), Everything you sent looks great. Do you have any on your lot in the Salsa Red Pearl color with taupe interior?
My ISM: No.
Well… what colors do you have in-stock?
My ISM: I dunno lemme check.
Yes… Yes, I really found this back in the day as a “discussion” between an engaged Internet prospect and one of my team members. Alas, there was room for improvement (and repercussions).
There are countless mystery shopping programs galore that can pinpoint errors happening in your team’s first response back to their prospects. From response time to content, to pricing and images, we dedicate a lot of time discussing what a great first reply should entail. Frankly, we focus on it too much. The truth is, there is one crucial step to quality lead management and that is a professional volley.