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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

Priority

MEDIUM

Project status

OFF TRACK

Progress

15%

Brand

DS ARI

Owner

Kyle Sharrer

Team

Ellen Niles

Status Note

Met with Lance - need to consolidate Essential Questions and add in services questions (for content team), as well as eliminate proposed follow-up email.

Key Dates

  • Create project for intake call training.
  • Review current documentation of intake call training resources.
  • Pull any up-to-date information from intake call scripts/materials to use on new documentation.
  • Create format for intake call training documentation.
  • Migrate content that was pulled from previous documentation/recordings.
  • Have relevant team members review documentation.
  • Update doc based on feedback.
  • All info for intake call SOP has been compiled, formatted, and ready on the new SOP.
  • Ready for relevant team member review.
  • 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
  • Review and discuss current documentation for intake process with Lance, Grant, Alexis, and Katie.
  • Meeting with Grant, Alexis, and Katie to establish intake questions and intake script updates.
  • Training rescheduled from to due to SalesForce rollout - Grant will led training.
  • Meeting with senior reps and content team for their input on script/questions draft.
  • Sent draft to Ellen from input.
  • Eliminate follow-up email and migrate necessary info (content team questions) into main intake guide/script. Also, consolidate Essential Questions section - several can be combined due to their relation to each other.
  • Create finalized drafts of questions and script.
  • Grant will train CS teams on intake calls.

Resources

Directory Listing Migration

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

Ellen provided current materials for report call training. Will need to review.

Created project for SEO intake call training.

Ellen provided recordings of intake calls for us to review. Can use this to determine knowledge gaps.

Still assembling info to create a thorough format.

Moving intake call document to Future Projects until date for CS training is set.

Date set for CS team training on

Will meet with leadership team to develop intake call outline.

Meeting to create outline for questions and script with team leaders

Met with Grant and Alexis to further develop structure of script and questions.

Original training date pushed back due to SalesForce rollout. New training date will be and will be led by Grant.

Rough draft of script/questions complete, sent to Grant for feedback.

Incorporated content team input into script/questions. Developing follow-up email.

Sent Ellen draft for input.

Met with Lance; we need to consolidate questions to make room for more questions that are relevant to content team needs. This will eliminate need for follow-up email.

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

🏁 Milestones / Project Timeline

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

(tick) 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.

(question) 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?

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