Automotive Retail & Aftermarket// topic
Lead response and follow-up
In short
What happens to an enquiry between it landing and someone standing in front of a car — response time, qualification, follow-up cadence and the handoff to the floor.
9 pages
definitions
- Disposition codes: 'no answer', 'not now' and 'not a buyer' differA disposition is not a note about the call. It is the instruction for what happens next, and a value naming no single action and owner cannot be automated.definition6 min
- Lead source codes: why 3 systems give 3 answers on where a lead came fromSource in the CRM, in analytics and on the vendor invoice answer 3 different questions. Nominate one as the operational answer and stop reconciling the other two.definition6 min
- The ADF lead: every field a CRM receives, and the three that decide routingADF is the XML format most third-party enquiries arrive in. The spec is old and loosely honoured, so a parser has to treat almost every element as optional — except three.definition6 min
- What an up log is, and why the software version never matches the floorThe up log is a dealership's floor-traffic record, not a CRM record — and because the person who fills it in has usually just lost the sale, the number it produces is a floor, not a total.definition8 min
diagnostics
- Half your enquiries arrive when the store is shutA store open 54 hours a week is shut for the other 114. Here is how to measure what actually arrives overnight, and why your reported response time looks fine while nobody has been told anything.diagnostic10 min
- The appointment was confirmed twice and the customer still didn't comeConfirming an appointment twice does not make it real. Split set-to-show by who set it, how, and how far ahead, and the two very different problems hiding in one number come apart.diagnostic10 min
- The lead was assigned in nine seconds — to a salesperson on holidayAssignment without an acceptance step is not routing, it is filing. Here is how to measure which assignees are a queue rather than an owner, and the timer that makes an unclaimed lead visible.diagnostic10 min
- The marketplace says it sent 40 leads and your CRM has 31A vendor's lead count and your CRM's lead count disagree for four different reasons, and from inside the CRM all four look identical. Here is the reconciliation that tells them apart.diagnostic11 min
- Three salespeople are texting the same shopperOne shopper with three CRM records is either a matching failure or an ordering failure, and the fix for one makes the other worse. Here is the check that tells them apart in an afternoon.diagnostic10 min
Other topics in Automotive Retail & Aftermarket
See allDMS, CRM and shop-system integrationThe mechanics and the gated limits of moving data in and out of a DMS, CRM or shop-management system — which paths exist per vendor, what write-back really requires, and how to build when the answer is read-only.9 pagesService booking and customer communicationThe customer's side of a service visit: booking against real capacity, check-in, approving work, status updates and payment, without an advisor tied to the phone.4 pages
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