Intake Call Workflow

Owned by Former user (Deleted)
Dec 27, 2018

  1. Set up Screen-Share: (This step needs to be done right before the intake call)

    1. Navigate to https://www.join.me/

    2. Sign in using a UN/PW from this document: https://docs.google.com/document/d/1yJ4ssoMw5qtf4N7DWxfS3QD1guQnDorivcN_U8Bbq-I/edit#

    3. Select one-time code then press start. From here you’ll be prompted to open “Join.me app”. Once opened you’ll receive a link, copy the link and send it to intake recipient(s).

  2. Introduction The beginning of our intake call, like other departments is to gather general information about the dealership, set expectations, and find out what feature(s) of the tool they are excited about.

    1. Introduce the tool: “The tool identifies and nurtures high opportunity leads through leads scoring, segmentation, automatic workflows and a visual sales pipeline.”

    2. Explain the training process: This will be the first call out of two. The purpose of the call is to briefly show off some of the tool’s features.  It's a very robust tool so we don't want to overwhelm the client. Unless they seem like a technical client, in which case we can progress further into the tool. Please advise them to include members of their sales team for the second call, as they will also be using the tool.

      1. Request a list of their sales team ( name and email), who will be added to the tool. This way, they can be added before the second training call. ( a reminder of this task will be included in the follow-up email).

  3. Intake Initial Questions: **The following are potential preliminary questions to ask the client before you begin showing them the tool.

    1. Do you have any general questions before we begin?

    2. What feature(s) of the tool are you excited about? ( If they’re excited about a specific feature of the tool, you can either start with this feature after the initial questions or spend a little more time talking about this feature).

    3. Currently, do you send out any newsletters? If so, how often? Are the recipients segmented or are they sent to a master list? What topics of newsletters do you regularly promote?

    4. Do you currently use a CRM (Customer Relationship Manager) tool? - If that answer is yes, this tool will act as a compliment to that CRM.  If they don’t have a CRM tool, this tool can be used as such.

    5. Do you currently have a system that tracks and prioritizes leads? If so, have you noticed a pattern for those leads that translate into a sale? Ex. # of pages visits, form filled out ect.

    6. Do you use any 3rd party sites to gather leads ( cycle trader, auto trader, etc).

    7. Seasonality: Seasonally, what do you typically focus on? (ex. In the fall/ winter many dealerships shift their focus on their parts and services dept.) What tends to sell in certain seasons?

    8. Inventory: Do you prioritize certain inventory items? What part of your inventory is most important to your bottom line? Top Sellers?  

  4. Tool Features Because the tool is so robust, you’ll only cover a portion of the tool’s features. The second call will be conducted by their MA rep, at which time they will show them the rest of the tool and its features.

    1. Lead Scoring: Navigate to the “contacts” tab in the category panel located at the top of the tool, from here select “Lead Scoring”.

      1. What is lead scoring? Lead scoring is a way to prioritize leads based on custom attributes. Every lead will receive a “lead score” based on their interaction with the dealer's website ( forms filled out, page visits, emails clicks, etc.) Simply put, the more info/site interaction a lead experiences, the higher their lead score will be.

      2. At this point, you will walk through the current “lead scoring rules”’. Explain why certain information is weighed more valuable than others---- i.e. those who fill out a quote form receive ten (10) points, rather than those who fill out a “Schedule a Ride” receive five (5) points. This is because those who fill out a “Get A Quote” form historically have a higher intent to purchase a product.

      3. After covering the rules, explain that these rules are not set in stone. Lead scores can be constantly altered. If a month down the road, they feel that the lead scores assigned to the leads are not accurately depicting the intent of a lead, we can go back in and re-evaluate the lead scoring rules.

    2. Lists: Navigate to the “contacts” tab in the category panel located at the top of the tool, from here select “Lists”.

      1. What is the purpose of lists feature? The list section of the tool allows you to automatically segment leads into lists. Lead segmentation gives you the ability to send personalized newsletters to potential customers, giving each lead a more personal intimate relationship with the dealership. Not only this but segmenting can also help understand your customer base. I.e find out purchasing trends, popular models and inventory categories, etc.

    3. Contact Manager:  Navigate to the “contacts” tab in the category panel located at the top of the tool, from here select “Contact Manager”. The contact manager tab houses all of your current leads. ( the tool does not retroactively update leads, it only collects leads added after the tool was activated). This is why we ask for a list of all past leads. This tab is one of the most important features, it allows you to monitor and research every lead you acquire. Because this tab has so many features, instead of telling you exactly what to say and when to say it, I just listed the most important features that you can cover!

      1. Features:

        1. Gives you the opportunity to filter leads by lead score, lists, and lead owners. To do this click the blue button “Advanced Search”, its located in the top right of your screen.

        2. Gives you the ability to manually assign leads to your sales team.

        3. Gives you a break-down of each lead score. To view what influenced a leads score, you simply click on the lead’s “lead score” from there it will give you a break-down of how that lead received that particular score.

        4. Gives a detailed overview of the lead. To view a leads bio, click the leads name, from here you will be taken to the leads overview. In the overview, you can see the leads contact info, social media accounts, leave notes for future reference,  log a call, set reminders, and manually add leads to lists.

        5. Gives a visual representation of the life of the lead. To view this feature, click the lead’s name and select the tab “life of the lead” this feature will show you everything the lead interacted with on the dealer's site. If you want to see more information about the lead, navigate to the tab labeled “memberships” this will show you everything from emails the lead has received, forms submitted, list’s they are apart of and much more!

  5. Automated Emails: Our clients receive three (3) automated newsletters their first month. Please confirm they are willing to activate these newsletters so their reps can submit design requests. Info about each newsletter is below.

    1. “Welcome Series”- This newsletter will be triggered by anyone who fills out a form on their website. The newsletter will contain a welcome message like “Welcome To The Family” with a brief “about” section or “Our Heritage” section along  CTA buttons. These buttons will be different for each type of dealer, but generally will be top level categories ( fifth wheels, travel trailers, etc.). Over the next couple of months we’ll continue to build off of this newsletter, sending tailored emails to those who selected a certain category. Ex. those who selected fifth wheels on the Welcome newsletter will receive an automated email in the future advertising fifth wheels.

    2. “ Parts” - This newsletter will be triggered by those who visit the parts page and do not fill out a parts request form. **Please ask if they would like to include a parts coupon in their automated parts newsletter. A common one I always advise is “10% off next in-stock parts purchase”.

    3. “Service” - This newsletter will be triggered by anyone who visits the service page and does not fill out a service request. ** Again please ask if they would like to feature a service promotion to add to the newsletter.


Conclusion: At this point you will begin to wrap up your conversation. This is when you will ask if they have any lingering questions about the tool. Many dealers at this point have already checked out, so it’s good to recap what the next step is moving forward.  

    1. Moving Forward:

      1. We will send your newsletter designs to our design team to be created. The turnaround time is 4 days.  After this call, we will send you a follow-up email explaining what we covered, the information we need from you, and a link to your MA rep’s schedule. Please select a day/time for your next call ( please schedule 5 days out so the newsletters have enough time to be completed).  

      2. In the meantime we encourage you to explore the tool, so you can bring some questions/ concerns to your next call.


What to include in the follow-up email:

  • Brief call recap

  • Request sales team credentials

  • Request for list of all current leads for the newsletter (Groomed email list)

  • Ask them to explore the tool, and compile any questions/ concerns they may have.

  • MA reps Calendly link