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Copy of AM Training: Intake Call Training
Page Properties

Summary

How to gather dealership information (as it relates to SEO) via prior research and by asking the client. Additionally, this will cover why we need said information in SEO campaigns.

Target release

​Sep 25, 2023

Priority

​Medium

Project status

​off track

Progress

​10%

Brand

​DS ​ARI

Owner

​

Team

Ellen Niles

Status Note

​Aug 31, 2023 Rough draft of intake call script and questions developed. Ready for input from senior reps and content team on ​Sep 1, 2023

Key Dates

​Mar 7, 2023 Create project for intake call training.
​Mar 9, 2023 Review current documentation of intake call training resources.
​Mar 9, 2023 Pull any up-to-date information from intake call scripts/materials to use on new documentation.
​Mar 13, 2023 Create format for intake call training documentation.
​Mar 24, 2023 Migrate content that was pulled from previous documentation/recordings.
​Mar 28, 2023 Have relevant team members review documentation.
​Mar 29, 2023 Update doc based on feedback.
​Apr 10, 2023 All info for intake call SOP has been compiled, formatted, and ready on the new SOP.
​Apr 11, 2023 Ready for relevant team member review.
​Apr 12, 2023 Update SOP based on feedback.
TBD date set for CS training on intake calls - once date is set, it will be easier to determine timelines for SOP creation - Date set to ​Sep 18, 2023
​Aug 22, 2023 Review and discuss current documentation for intake process with Lance, Grant, Alexis, and Katie.
​Aug 28, 2023 Meeting with Grant, Alexis, and Katie to establish intake questions and intake script updates.
​Aug 30, 2023 Training rescheduled from ​Sep 18, 2023 to ​Sep 25, 2023 due to SalesForce rollout - Grant will led training.
​Sep 1, 2023 Meeting with senior reps and content team for their input on script/questions draft.
​Sep 4, 2023 Receive input from Ellen.
​Sep 7, 2023 Create finalized drafts of questions and script.
​Sep 18, 2023 Train CS teams on intake calls.

Resources

https://arinet.atlassian.net/wiki/spaces/DMSRV/pages/4304437267

Expected impact

Account Managers will communicate with clients to obtain and explain SEO-relevant information and set expectations with clients on intake calls to more effectively optimize websites.

Actual impact

Account Managers will ask and answer SEO-related questions in order to fill out the client info tab of client sheets so that SEO reps can have more thorough and valuable information available to them.

Status Notes

​Feb 13, 2023 Ellen provided current materials for report call training. Will need to review.

​Mar 7, 2023 Created project for SEO intake call training.

​Mar 22, 2023 Ellen provided recordings of intake calls for us to review. Can use this to determine knowledge gaps.

​Apr 4, 2023 Still assembling info to create a thorough format.

​Jul 12, 2023 Moving intake call document to Future Projects until date for CS training is set.

​Aug 21, 2023 Date set for CS team training on ​Sep 18, 2023

​Aug 21, 2023 Will meet with leadership team to develop intake call outline.

​Aug 28, 2023 Meeting to create outline for questions and script with team leaders

​Aug 29, 2023 Met with Grant and Alexis to further develop structure of script and questions.

​Aug 30, 2023 Original training date pushed back due to SalesForce rollout. New training date will be ​Sep 25, 2023 and will be led by Grant.

​Aug 31, 2023 Rough draft of script/questions complete, sent to Grant for feedback.


Description

How to gather dealership information (as it relates to SEO) via prior research and by asking the client. Additionally, this will cover why we need said information in SEO campaigns.

Why

Being able to elaborate on why we need intake call information can help Account Managers and clients get on the same page and set expectations for the campaign. Additionally, gathering all the necessary information can help SEO Specialists be able to more thoroughly optimize the website.


Intake Call SOP

​Emoji :checkered_flag: Milestones / Project Timeline

​Feb 13, 2023 Spoke with CS Team Trainer Ellen to determine CS/AM team training needs.
​Feb 13, 2023 Ellen provided current intake call course/materials - we can use.
​Mar 7, 2023 Create project for intake call training.
​Mar 9, 2023 Review current documentation of intake call training resources.
​Mar 9, 2023 Pull any up-to-date information from intake call scripts/materials to use on new documentation.
​Mar 13, 2023 Create format for intake call training documentation.
​Mar 13, 2023 Migrate content that was pulled from previous documentation.
​Mar 22, 2023 Have call with Ellen, inquire about intake call recording examples to turn into training materials.
​Mar 24, 2023 Listen through recordings and take notes.
​Mar 27, 2023 Fill out intake call SOP based on recordings and provided materials.
​Mar 28, 2023 Have relevant team members review documentation.
​Mar 30, 2023 Update doc based on feedback.


​Emoji :check_mark: Next Actions

Dive into intake call materials. There are courses and scripts to review.
Determine how up-to-date the information is on these materials.
Review Intake call recordings that Ellen sent.
Determine knowledge gaps based on those recordings - convert them into materials for intake call SOP.


​Emoji :question_mark: Questions

Questions

Answer

Should I sit in on an intake call with an AM to identify further knowledge gaps?

Ellen provided intake call recordings that we can review. We can delegate note taking to senior reps.

What topics of intake calls are causing the most issues?

The how and why; why do we need the info that we collect and how do we turn that info into a successful campaign.

Local pages - should AMs ask client how much they prioritize local pages? That way we can potentially stagger the local pages when they are proposed, in order to fit in inventory content pieces.



Decisions

Decision

Why

Who

When

Where (Meeting)

Add section on locations - why we need prioritization labels.










*Primary decision maker in bold.

Files & Resources

Related Projects


Notes

  • Might need to sit in on an intake call to take notes on knowledge gaps.

  • Ellen specified that intake call confusion may stem from why. Why do we need additional target locations? Why do we want to know about the seasonality that the dealer sees?