Mandatory Field for VOI
gathering votes
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Matt Cassidy
Considering any leads that do not have a VOI are leads that will not get pulled through to our weekly reporting for the store, I suggest we make it a mandatory field.
Doesn't need to be strictly a stock number but at least making a selection of "new" or "used" mandatory. Sales guys do their best to get this done in the customer card when adding a customer but at times will forget or miss it as they are again... just sales guys.
I understand that there can be customers that present "unsure" about new or used. But a sales person who has asked the right questions during the guest sheet or "interview" phase of the process should have a general idea what they are looking for or an idea of what we should be showing them. I don't see any harm in making this a mandatory field considering it can be changed after anyways and as we don't tailor our process to the 1% of customers that would truly be "unsure".
It would be greatly beneficial to our reporting system and support staff to not have to constantly monitor this and manually update/change that field for any and every lead that is missed.
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Jacob Coleman
gathering votes
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Jacob Coleman
Hi Matt, thanks for the feature request! We'll continue to gather votes on this, and you'll receive any updates automatically.
Shelby Parker
Hiya Matt Cassidy, thanks for this post! I have a few more questions for you:
- What specific criteria should be used to determine if a lead is 'new' or 'used'?
- How often do salespeople encounter customers who are 'unsure' about their preference for new or used vehicles?
- Would there be any exceptions or special cases where this field should not be mandatory?
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Matt Cassidy
Shelby Parker
1) Would be up to the sales person or sales manager to determine "new" or "used" if they don't have a specific unit in mind. There wouldn't be any specific criteria.
Right now if there is a customer that comes in and says they are looking at new or used but were unsure of specifically what they wanted or didn't have a stock number - my team would not be putting a VOI in while adding the customer into the CRM - They would add it later in the process or potentially not at all if the customer ghosts/doesn't get to a proposal stage etc... Resulting in our lead metrics being skewed on our reporting even though we know the customer is on used or new.
2) I would say it is very few and far between that a customer wouldn't know if they wanted a used or a new car. Less than 5% for sure. Even in those situations, if we are doing our guest sheet/interview properly a sales person or sales manager would have a gut feeling of what we should show them. So even in those instances there still should be the ability to select either "new" or "used" from the drop down menu in "custom vehicle" in the customer card.
The 1% or half of 1% that truly don't know and don't have any preferences and are genuinely "unsure" wouldn't be something that I think we should tailor any process too.
3) I don't think there would be any reason for exceptions. The 0.5% of the time we genuinely don't know we can just put it in anyways. The one or two leads a month will get changed down the line if we do end up selling the customer anyways so the final number would still be right.
Bottom line - I don't think there would be any statistical or logical reason as to why we couldn't make that field mandatory before being able to finalize "adding a customer" - only upside in regards to accurate reporting.
Thanks,