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Basic CRM: Class overview 4.3.2020 A preview and refresher of some of the key areas of the Elead University Basic CRM class
Basic CRM: Class overview
4.3.2020
A preview and refresher of some of the key areas of the Elead University Basic CRM class
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For every Elead CRM user, no matter their role
This class covers:
• An overview of our Customer Relationship Management system
• How to manage and complete your tasks using the Organizer
• Where to view the appointments for the day
• How to add a prospect
• How to view and edit a customer’s details
• The different tools you can use to maintain the customer relationship, as well as basic navigation
If you haven’t already, we recommend that everyone take the Basic CRM class first.
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Navigate the CRM
Menu on the Left:
• Inventory = You can search for vehicles
• Prospects = Look at all of your customers
• Organizer = View and manage your activities
• Dashboards = You can review sales performance
• Mail = Track emails within the CRM
• Admin = Set up your signature, preferences and change your password
• Support = Access University
How to work your Organizer Edit and complete a task, create an appointment, mark a No Show, or put a customer in Manager Review
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From the Organizer, go to your tasks
To view, edit or complete your tasks,
click the blue bar with the date.
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Work your tasks
To review the customer’s
information, click their name.
To start the process of completing a task, click Complete.
In the CRM, words in blue text are actionable or clickable.
If you need to edit the task due date or time, click Edit.
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If needed, edit the task
Make edits to the due date and/or time of the task.
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Click Save.
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Notes help you give details on the buying motives, protect the sale, and provide additional communication. If it isn't in the notes, it didn't happen or doesn't exist.
Add a note to explain why you made the change.
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Process Activity Screen
The Current Activity is the task that you
are completing right now.
The Next Activity is the task that you
plan to do.
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Complete the task
Complete the current task.
1 If needed, make edits to your next task.
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When finished, click Complete Activity.
4Add a note about the current activity.
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If needed, schedule an appointment
Click the Next Activity drop-down arrow.
1Choose Appointment from the drop-down list.
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Add a comment.
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Choose the date and time of the appointment.
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Click Complete Activity.5
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If needed, mark an appointment as No Show
Schedule the next activity.
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Add comments.3
Click the No Show check box.
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Click Complete Activity.
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If needed, put a customer in Manager Review
Click the Activity drop-down arrow.
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Click Complete Activity.4
Add a note to explain why you put the customer in Manager Review.
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Click Manager Review from the drop-down list.
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Add a prospect A thorough walkthrough on how to add a customer to the CRM
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Search for your customer
Type the customer’s first and last name.
Click Add.
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Type the customer’s best phone number.
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Click Search.4
To narrow down search results we suggest you type in 3 pieces of information to search the entire database.
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Check appointments and search results for a customer
All the appointments display, so check them first. If the customer has an appointment with someone else, walk the customer to the salesperson.
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To mark a customer in the Showroom, click
the silhouette.
A spinning triangle displays if the appointment hasn’t been confirmed and the customer’s appointment is coming up in
the next 4 to 5 hours.
A highlighted customer means they are either late for their appointment or no one has marked them
in the showroom yet.
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Review search results and take action
If there is a match and you want to compare the record with the existing
customer’s information, click More Info.
If you find a match and the primary sales rep is not available, you can add
yourself to the deal. To do this, click Add Me.
If you find a match and need to activate the
Inactive customer, click New Sales.
If there is no match found and this is truly a new customer, click here.
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Look down to the Search Results to see if they are already in the system.
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Add the zip code and validate the county
Type in the customer’s zip code.
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Click the house icon.
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If multiple cities orcounties display, select the appropriate location.
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You increase your chance of selling a vehicle to 70% with multiple avenues of contact
• Enter at least two phone numbers and an email address.
• Accurate and complete contact information is key for your successful follow up.
• The more complete a customer’s record – the less chance of duplicate records and skating!
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Update additional customer information
Type in the rest of the customer’s address.
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Update as much information aspossible including at least two phone numbers and an email address.
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Add a Vehicle of Interest – Stock number
If you don't know the stock number, to search your inventory, click here.
If you know the stock number type it here, then to fill in the year, make, model
and mileage, press tab.
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The easiest way to add a vehicle of interest is with a stock number.
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Add a Vehicle of Interest – Search Inventory
Type in the vehicle information.
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Click Search.
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From the search results, click anywhere on the bar of the vehicle the customer wants.
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Update Opportunity Information
Skip the Trade-In Information for now.
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The salesperson’s name automatically populates.
Choose the type of customer this is —Showroom Up, Phone Up, or Campaign.
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Choose how the customer found out about your dealership.
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Add notes and Save
Notes help you remember the customer and build rapport. They also help your team if the customer contacts the dealership when you are not available.
When complete, click Save. The customers record, called an Opportunity Details page, is now created.
Type in notes, comments, or other background information on this customer to help make the sales.
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Add a trade with Elead CRM mobile
1. Log into the app and look up the customer’s record.
2. Walk the trade with your customer and click Add Trade In.
3. When you get to the driver’s side, you can scan the VIN barcode — or product code if it’s a GM vehicle.
4. Type in the colors and current mileage.
After you tap CONTINUE, all the information saves to the CRM.
The easiest and fastest way to add the customer’s trade is with the Elead CRM Mobile app
The customer’s record Navigate the Opportunity Details page
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Edit Customer or Opportunity information
If you need to edit or add information, click any of the blue hyperlinked words.
Only managers can change the primary
salesperson.
Managers, and in some cases, other roles at your dealership, may also view and update the
Sales Status. Only managers can mark a customer inactive.
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Information tabs
Add insuranceand other
information about the customer.
Add co-buyer,referrals, and
household members.
The most important thing about when you navigate the tabs is to always go back to the Contacts tab because it brings you back to a familiar page.
The most common place you go to
see contact made or scheduled with
the customer.
View service repair history.
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Information tabs (cont.)
Review any changes made to customer record.
View vehicles they have traded in,
currently own/lease or have serviced.
View purchase history at the
dealership in both sales and service.
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Toolbar
Send an unscheduled email.
Print an unscheduled
individual letter.
Log an inbound phone call or make
an unscheduled outbound call.
Create an electronic brochure of the
customer’s vehicle of interest.
If you make an unscheduled phone call or send an unscheduled email, it will not complete a task on your organizer.
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Toolbar (cont.)
Text your customer.
Add a general note.
Print paperwork.
Complete a Credit
App.
Mark customer in the
showroom.
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Complete a task and review task history
All completed activities display.
You can complete or edit a task and it will update
on your Organizer.
Sales Performance Dashboard Review your individual 30-day sales statistics
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Sales Performance Dashboard (Salesperson View)
The dashboard displays data for the
previous 30 days.
View your performance.
To view more details, click the arrow.
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Sales Performance Dashboard (Salesperson View) (cont.)
(210) 333-0656
(210) 654-1245
(210) 223-4561
(210) 223-4566
(210) 555-1234
Look over your customers in equity.
View your CRMusage for Today
regarding tasks and appointments.
Next Steps
•If you haven't already, attend the Basic CRM class.
•Go to the Resources tab of University for additional training materials. – View the Catalog to help you decide which class you should take next depending on your role at the dealership.
Visit University for all your learning needs.Questions? Email [email protected]
