Sales CRM TRAINING WORKBOOK

Transcription

1 Sales CRM TRAINING WORKBOOK XSELLE RATOR Terminology Definitions... 2 Showroom / Retention... 4 Searching Customer Prospects... 4 Creating New Tasks and Appointments... 5 Managing the Customer Tasks Report... 6 Managing the Completed Tasks Report... 7 Reviewing the Appointments List... 8 Reviewing the Showroom Traffic Log... 9 Mail Merge Creating, Modifying or Deleting a Letter in Word Mapping Letters into XSELLERATOR Entering Paths to Mail Merge Maintenance Attaching a Letter to a Template Completing a Mail Merge Editing a Mail Merge Letter Re-printing a Mail Merge Letter Creating and Maintaining Prospect Templates Creating a Dealer Promotion Task Template Creating a Dealer Promotion Notes Sales Page 1

2 XSELLERATOR Terminology Definitions The glossary below will help you become more familiar with XSELLERATOR TM Sales terminology. XSE L L E R A T O R TM T e r m i n o l o g y D e f i n i t i o n s Associate - A generic term used to describe any person, organization, group, or other legal entity that a Dealership has a relationship with. Associates are stored in a central database that is accessible by all Dealership departments for their own relative transactions. There are 5 different types of Associates: Customers, Suppliers, Employees, Manufacturers, and Carriers. CAT. is the Vehicle Category ( i.e. New, Used or Demo) C/Date is the Contract Date in a Vehicle Sale ( the date that prints on contracts) CP ID# - Is the Customer Prospect I.D. number. The number is system generated in sequential order and is how the system references a Customer Prospect. C/Quote is the Customer Quote in a Vehicle Sale Worksheet. C/View- is the simple On-screen customer quote. D/Date- is the Delivery Date in a Vehicle Sale (does not impact forms). E/Date- is the Date a Vehicle Sale was entered into the system. This is system generated. F/Res is the Finance Reserve in a Vehicle Sale Worksheet. OEM Is the Original Equipment Manufacturer.( i.e. GM, Chrysler or Kia) Open V/S If bolded, then there is an open vehicle sale attached to that vehicle. Posting - This is the final stage of Work Order, Vehicle Sale or Journal transaction. The function sends the appropriate charges to specified accounts, closing the transaction and preventing further editing. Prospect Color Is the vehicle color that does not follow the manufacturer s naming convention. It s a list of generic colors that is selectable from the drop-down. Q/Notes is the Customer Quote notes (displays on a printed copy of a quote). RPO is the Regular Production Option from GM. These are the option codes listed on invoices received from the manufacturer. RT is the rooftop in a multi-location dealer. Sales Desktop A tool that Salespeople can use as a daily planner. It is where both Showroom and Retention Customer Prospects are managed, along with related Tasks and Deliveries. Sales Page 2

3 XSE L L E R A T O R TM T e r m i n o l o g y D e f i n i t i o n s Sale ID # - Every Vehicle Sale that is created in XSELLERATOR receives an I.D. number. The number is system generated in sequential order and references a Vehicle Sale. The Sale ID# should always be noted on the deal jacket / file for easy reference. S/Cat is the Vehicle Sub Category (Company Vehicle, Fleet etc.). S/Model Is the Manufacturer vehicle model code - i.e. TK S/Type Is the vehicle type i.e. Car, Truck, Minivan, Sport Utility, MD Truck, or Van. *Showroom Customer Prospect A customer who is interested in purchasing or leasing a New or Used vehicle. Tasks - The system will automatically generate Tasks for employees to follow up with their customers (based on a template assigned). The follow up tasks are generated after the status of Vehicle Sale is changed to Sold. Unit # (or Unit Ref) Is the Vehicle Stock Number. V/Sales - Gives you the opportunity to create a vehicle sale with that vehicle if there is a default quote customer assigned to the System Control Tables, depends on the dealership s requirements. Vehicle ID Every vehicle that is input into the system receives an I.D. number. The number is system generated in sequential order and references a vehicle. You may continue to reference the vehicles in your Inventory by their stock number as the Vehicle Id number does not replace the stock numbers. Sales Page 3

4 Showroom / Retention Searching Customer Prospects XSELLERATOR helps capture and track every customer visiting the dealership through its Customer Prospects feature. Salespeople can track customers who have already purchased vehicles (Retention prospects), as well as potential customers who plan to purchase vehicles sometime in the future (Showroom prospects). Customer information can be located through the database in order to: Build a list of customers to contact for special promotions. Locate an existing customer to obtain all their information to facilitate the customer relationship. Follow-up with customers who indicated they plan to purchase a vehicle sometime in the future. Use the following procedure to search for customer prospects in the XSELLERATOR database. S h o w r o o m / R e t e n t i o n - S e a r c h i n g C u s t o m e r P r o s p e c t s Select CRM > Customer Prospects Use the 8 search criteria fields at the top of the screen to filter the search: Slsprs (Salesperson) Select one specific salesperson. Note - Leaving the field blank displays all salespeople. Status Select either All, Open, or Closed prospects. Typ (Type) - Select Showroom customers. Chan (Channel) - Select all prospects who contacted the dealership a certain way (i.e. all Walk-Ins), or leave blank to view all. Action - View customers involved in a certain process of the sale (i.e. Pending, Write-Up). Source - Select all prospects who came to the dealership because of a certain Source (i.e. Newspaper ad, Referral, etc.), or leave blank to view all. C/Type (Customer Type) - Select either All, New, Return, or Existing customers. Cat (Category) - View all customers who are looking either for a New, Used, Demo, or View All. criteria. button to view a list of all customer prospects who met the selection Sales Page 4

5 S h o w r o o m / R e t e n t i o n - S e a r c h i n g C u s t o m e r P r o s p e c t s From within the window, choose any of the buttons to: View Log of selected prospects View Delivery Report... View or add customer Appointments. Input test drive information. View manufacturer leads (GM only). Print Customer Prospects List. Add new customer prospects. to close this window. Creating New Tasks and Appointments XSELLERATOR allows Managers or Salespeople to create and generate their own tasks and appointments by attaching them directly to the customer prospect. S h o w r o o m / R e t e n t i o n - C r e a t i n g N e w T a s k s a n d Ap p o i n t m e n t s Select CRM > Customer Prospects <Double Click> on the Customer Name to open the prospect. button. (The button will be bolded if a task has already been created for the customer prospect.) button. <Double Click> in the Due Date field and select the date on which the task must be completed. If the task requires a letter to be mailed out, press <Tab> to move to the Ltr No. (Letter Number) field and select a letter from the drop-down. If the task is to be escalated to another employee, press <Tab> to move to the Escalate field and select an escalation priority. in the Employee field and enter the employee who will be completing the task. Note - It could be either the user or another employee. <Double Click> on the Appointment Date/Time field to select an appointment date and time if an appointment has been setup. Sales Page 5

6 S h o w r o o m / R e t e n t i o n - C r e a t i n g N e w T a s k s a n d Ap p o i n t m e n t s Input a description of the task in the Objectives of Contact field. Input any required informative instructions in the Preparation Work Prior to Contact field. button to save changes. to close this window. Managing the Customer Tasks Report The Customer Tasks Report is a useful tool for Sales Managers or CRM personnel to monitor whether or not Salespeople are completing both their Showroom and Retention tasks in XSELLERATOR. Green tasks Due today Red tasks Overdue Black tasks Due within the next week S h o w r o o m / R e t e n t i o n - M a n a g i n g t h e C u s t o m e r T a s k s R e p o r t Select CRM > Customer Tasks Report Select a name in the Created By field to view tasks created by that person. OR OR Leave the field blank to view all tasks regardless of who created them. in the Employee field and choose a name from the drop-down to view only a particular person s tasks press <Tab>. OR Leave the field blank to view all Employees tasks. Select a letter from the Letter # drop-down to view tasks to run a particular letter, or leave the field blank and press <Tab>. <Double Click> in the End Date field to select a date from the calendar to view tasks due up to that date. in the Customer Contact Pref field to open the drop-down to view tasks for customers who wish to be contacted in that manner. OR Select All to view all. in the Dealer Contact Pref field to open the drop-down and view tasks that were created to be sent out in a specific manner. Sales Page 6

7 S h o w r o o m / R e t e n t i o n - M a n a g i n g t h e C u s t o m e r T a s k s R e p o r t OR Select All to view all. in the Task Type field to open the drop-down to view specific types of tasks. OR Select All to view all. in the Escalate field to open the drop-down to view the escalated tasks. OR Select All to view all. button to view the report. Note - The Print Options window will open. You will not be printing in this training exercise. button to close this window. The procedures below show how to proceed once you are live. the button to open the DataWindow Print Options window and button. Select a printer from the drop-down and to confirm the printer. button to send the material to the printer. to close this window. Continue to until you exit all other windows. Managing the Completed Tasks Report XSELLERATOR can find specific tasks completed by the Salespeople within a specified time frame. S h o w r o o m / R e t e n t i o n - M a n a g i n g t h e C o m p l e t e d T a s k s R e p o r t Select CRM> Customer Tasks Report Completed Tasks Report radio button. in the Employee field to open the drop-down and select an employee name press <Tab>. Sales Page 7

8 S h o w r o o m / R e t e n t i o n - M a n a g i n g t h e C o m p l e t e d T a s k s R e p o r t Leaving the Employee field blank retrieves tasks for the entire dealership. in the Task Type field to open the drop-down and select Showroom. Change the Start Date. Note - Start Date and End Date is defaulted to provide a two week range <Double Click> in the End Date field to change the End Date. to open the Completed Tasks Report window. to close this window. Continue to until you exit all other windows. Reviewing the Appointments List The Appointment List helps keep track of a busy Salesperson s day by tracking all appointments that have been scheduled and assists with the management of the Showroom. The appointments disappear from the list once they have been completed in the XSELLERATOR. S h o w r o o m / R e t e n t i o n - R e v i e w i n g t h e Ap p o i n t m e n t L i s t Select CRM > Customer Prospects (Appointment List) button located on the bottom of the screen. All outstanding appointments are displayed on the list. <Double Click> on a Customer s name to open the appointment. in the Show/No Show field depending on whether the customer showed up for an appointment or not. to save changes. to close this window. to close the Customer Prospect Appointment List. Sales Page 8

9 Reviewing the Showroom Traffic Log XSELLERATOR can help track Showroom traffic based on new Customer Prospect entries. This is a useful tool when Managers need to see the daily traffic levels, as well as any current prospect activity. S h o w r o o m / R e t e n t i o n - R e v i e w i n g t h e S h o w r o o m T r a f f i c L o g Select CRM> Customer Prospects button to view the Showroom Traffic Log. Note - XSELLERATOR will Total the entries by date. Use any one or more of the 8 search criteria fields located on the top of the screen to filter the search: Slsprs (Salesperson) Select one specific salesperson Note - Leaving the field blank displays all salespeople. Status Select either All, Open, or Closed prospects. Typ (Type) - Select Showroom customers. Chan (Channel - Select all prospects who contacted the dealership a certain way (i.e. all Walk-Ins), or leave blank to view all. Action - View customers involved in a certain process of the sale (i.e. Pending, Write-Up). Source - Select all prospects who came to the dealership because of a certain Source (i.e. Newspaper ad, Referral, etc.), or leave blank to view all. C/Type (Customer Type) - Select either All, New, Return, or Existing customers. Cat (Category) - View all customers who are looking either for a New, Used, Demo, or View All. Select which OEM/RT (Original Equipment Manufacturer/Rooftop) to view.(if applicable) Sort the report by selecting either the Entered Date or Last Updated radio button. criteria. button to view a list of all customer prospects that met the selection Note - The Print Options window will open. You will not be printing in this training exercise. button to close this window. The procedures below show how to proceed once you are live. button to print the report, then button once you have confirmed the printer. Back button to return to the Customer Prospects list. Sales Page 9

10 Mail Merge Creating, Modifying or Deleting a Letter in Word The CRM Letters used by XSELLERATOR TM are actually Document Templates created in Microsoft Word. The templates can be used for sending letters, , or postcards. The template documents are stored in a directory on the server and are retrieved by XSELLERATOR during the mail merge process. The first step in the mail merge process includes: Step 1 Creating, Modifying or Deleting a Letter in Word. Step 2 Mapping Letters into XSELLERATOR. Step 3 Attaching a Letter to a Template. Step 4 Completing a Mail Merge. Use one of the following procedures to Create or Modify/Delete a letter in Microsoft Word. M a i l M e r g e - C r e a t i n g, M o d i f y i n g o r D e l e t i n g a L e t t e r i n W o r d Select CRM > Mail Merge > Mail Merge Maintenance Open Microsoft Word from the Terminal Server (Quorum) desktop and create a letter. Save the letter in the following folder as a.dot (document template): Dealer Share\CRM\ Insert any applicable Placeholders. Toggle between XSELLERATOR and the Microsoft Word document by minimizing and maximizing the screens. Select CRM > Mail Merge > Mail Merge Placeholder List to open the Mail Merge Placeholder List window. <Right Click> to copy the required placeholder and paste it in Microsoft Word. Copy and Paste as many placeholders required. to close the Mail Merge Placeholder List window. Toggle to Microsoft Word, select Insert then Date and Time. Select a format and Update Automatically check box. The date on the letter will now automatically refresh every time a mail merge is run. (Refer to Microsoft Help for instructions, to set the automatic update option) Save the letter (as above) and exit Microsoft Word. Using the scroll bar, move down to Date and Date. into the Format field, select a date format and. Sales Page 10

11 Mapping Letters into XSELLERATOR Once a letter is saved as a.dot (document template), it must be mapped in XSELLERATOR TM so the letter can be added to the XSELLERATOR templates and be merged with the XSELLERATOR data. It is the second step in the mail merge process, which includes: Step 1 Creating, Modifying, or Deleting a Letter in Microsoft Word. Step 2 Mapping Letters into XSELLERATOR. Step 3 Attaching a Letter to a Template. Step 4 Completing a Mail Merge. M a i l M e r g e - M a p p i n g L e t t e r s i n t o XSE L L E R A T O R Select CRM > Mail Merge > Mail Merge Maintenance button to add a new letter. Input a letter number in the Letter # field. Press <Tab> to move to the Description field and input a concise description for the letter (for example, 7 day sales thank you). Press <Tab> to move to the Location field. <Double Click> in the Location field and navigate to the letter located in the CRM folder: Dealer Share\CRM\ Note - See Creating, Modifying or Deleting a Letter in Word, for details on saving a letter in the CRM folder. Save in the Select File window to save the letter. to save changes. to close the Mail Merge Maintenance window. Note - To edit the letter (change a placeholder or wording), <Double Click> on the Letter #. See Creating, Modifying, or Deleting a Letter in Word for details. Sales Page 11

12 Entering Paths to Mail Merge Maintenance Use the following procedure to specify the paths to the document templates so that XSELLERATOR can find the templates. M a i l M e r g e - E n t e r i n g P a t h s t o M a i l M e r g e M a i n t e n a n c e Create a letter and save the template on the server, as required. Select CRM > Mail Merge > Mail Merge Maintenance button to add a new letter. Input a unique letter number in the Letter # field and press <Tab>. Input a Description for the template and press <Tab>. <Double Click> in the Location field and navigate to the required template file. <Double Click> on the file to place it in the Location field and navigate to the letter located in the CRM folder. Dealer Share\CRM\ Note - See Creating, Modifying or Deleting a Letter in Word for details on saving a letter in the CRM folder. Save in the Select File window to save the letter. If the template is for purposes: Press <Tab> to move to the Subject field and input the subject title that is to appear in the subject line of the notices. button to save changes. button to close the Mail Merge Maintenance window. Sales Page 12

13 Attaching a Letter to a Template Once a letter has been saved and mapped into XSELLERATOR it will need to be inserted as a task into one or more templates. Step 1 Creating, Modifying, or Deleting a Letter in Microsoft Word. Step 2 Mapping Letters into XSELLERATOR. Step 3 Attaching a Letter to a Template. Step 4 Completing a Mail Merge. M a i l M e r g e - At t a c h i n g a L e t t e r t o a T e m p l a t e Select CRM > Prospect Templates <Double Click> on the appropriate Template ID to open the Prospect Template window. on the down arrow of the scroll bar on the right side and scroll to the task to which the letter is to be attached. OR button to add a new task to the template. Input the number of days from delivery date the task must be completed in the Days Away field. Input the descriptive information about the new task in the Description field. Ensure that the Contact Pref (Contact Preference) field is set to Letter. in the Emp (Employee) field to open the drop-down and select the person responsible for printing the mail merge letters, and press <Tab>. If only one employee is responsible for printing the letters, select the name from the Emp field drop-down, and press <Tab>. If the employee responsible for printing the letters varies, then leave the Emp field blank and press <Tab>. in the Letter # field to open the drop-down and select a letter. to save changes. to close this window. Continue to until you exit all other windows. Sales Page 13

14 Completing a Mail Merge Completing a Mail Merge will combine the vehicle and customer information into a letter or . Step 1 Creating, Modifying, or Deleting a Letter in Microsoft Word. Step 2 Mapping Letters into XSELLERATOR. Step 3 Attaching a Letter to a Template. Step 4 Completing a Mail Merge. M a i l M e r g e - C o m p l e t i n g a M a i l M e r g e Select CRM > Customer Tasks Report in the Letter # field to open the drop-down, select the letter to be printed and press <Tab>. in the End Date field and change the date, if necessary. button to open the Customer Tasks Report window. button to open the Print window. Note - The Print Options window will open. You will not be printing in this training exercise. button to close this window. The procedures below show how to proceed once you are live. Select the printer to print the letters. to send the letters to the printer. to the message confirming that the mail merge was successful. button to close this window. Continue to button until you exit all other windows. Sales Page 14

15 Editing a Mail Merge Letter The CRM letters are usually stored in the CRM folder found in the Dealer Share folder on the Quorum desktop. In order to access this folder and make any changes, the user must have Security permissions and a valid Microsoft Office License. M a i l M e r g e - E d i t i n g a M a i l M e r g e L e t t e r Select CRM > Mail Merge > Mail Merge Maintenance <Double Click> on the Letter # to open the letter in Microsoft Word. Edit the document. Save changes to the document. Close Microsoft Word. button to close the Mail Merge Maintenance window. Re-printing a Mail Merge Letter XSELLERATOR provides an option to re-print either a batch of Mail Merge letters or a single letter if the need arises. Use the following procedure to re-print an entire batch, or a single letter. M a i l M e r g e - Re- p r i n t i n g a M a i l M e r g e L e t t e r To re-print a Batch Select CRM > Mail Merge > Mail Merge Print History. (A mail merge print history of every batch printed is displayed.) Note - The Print Options window will open. You will not be printing in this training exercise. button to close this window. The procedures below show how to proceed once you are live. <Double Click> on a M. Merge Id (Mail Merge Id). Confirm the correct printer is selected. to send the letters to the selected printer. Note - The mail merge letters have now been printed. Sales Page 15

16 M a i l M e r g e - Re- p r i n t i n g a M a i l M e r g e L e t t e r to the message confirming that the letter re-printed successfully. to close the Mail Merge Print History window. To re-print a Single Letter Select Associate > Associate Maintenance Input the customer s last name for which the re-printed letter is required and button. <Double Click> on the Primary Name to open the Associate Information For customer name window. button. (Customer History) button. in the Display field to open the drop-down and change to Completed. Locate the task containing the letter that requires re-printing and on it to select. button. Note - The Print Options window will open. You will not be printing in this training exercise. button to close this window. The procedures below show how to proceed once you are live. Select a printer and. to the message confirming that the letter re-printed successfully. to close this window. Continue to until you exit all other windows. Sales Page 16

17 Creating and Maintaining Prospect Templates When a vehicle sale is changed to Sold, a Prospect Template can be attached to the Vehicle Sale sale that will automatically generate Retention Tasks to the designated salesperson or CRM employee. Use the following procedure to create or maintain a Prospect Template. M a i l M e r g e - C r e a t i n g a n d M a i n t a i n i n g P r o s p e c t T e m p l a t e s Editing an Existing Template Select CRM > Prospect Templates <Double Click> on a Description template. View the first task and <Down Arrow> on the scroll bar to view the next task. to close the Prospect Template window and return to the CRM/Customer Prospect Templates List window. Adding a new Template Select CRM > Prospect Templates button. Select the appropriate Template Type radio button to automatically open the Prospect Template window. Input the Description. button to add the first task to the template. Input the number of days from delivery date in the Days Away field (if it is immediate input 0 or 1). in the Contact Pref (Contact Preference) field to open the drop-down and select a method of contact. in the Emp. field to open the drop-down and select the Employee name the task is assigned to or leave this field blank to assign the task to the Salesperson attached to the Vehicle Sale. XSELLERATOR tracks the person creating the prospect template. Input the objective in the Objectives of Contact field. Input any reminders needed prior to contacting the customer in the Preparation Work Prior to Contact field. Sales Page 17

18 M a i l M e r g e - C r e a t i n g a n d M a i n t a i n i n g P r o s p e c t T e m p l a t e s Repeat to add any additional tasks by <Clicking> the button. The vertical scroll bar helps navigate between tasks. button to save changes. to close this window. Continue to until you exit all other windows. Creating a Dealer Promotion Task Template XSELLERATOR offers a unique and useful tool called Dealer Promotions to help Dealers target specific past customers with new promotions. The Dealer is able to choose which associate criteria is best to focus on the promotion. Use the following procedure to create a new Dealer Promotion Task Template. M a i l M e r g e - C r e a t i n g a D e a l e r P r o m o t i o n T a s k T e m p l a t e Select CRM > Prospect Templates in the Display Type field to open the drop-down and select Dealer Promotion to view the existing Dealer Promotion templates button. Select the Dealer Promotion radio button. Input in the template description in the Desc (Description) field and button. Input the number of days from delivery date in the Days Away field (if it is immediate input 0 or 1). in the Contact Pref (Preference) field to open the drop-down. Unless a letter is merged from within XSELLERATOR, Phone would be the most likely option. in the Emp (Employee) field to open the drop-down and select a specific employee to designate and complete the task and press <Tab>. OR Leave the field blank for anyone to see the task and press <Tab>. Sales Page 18

19 M a i l M e r g e - C r e a t i n g a D e a l e r P r o m o t i o n T a s k T e m p l a t e in the Letter # field to open the drop-down to choose which letter is associated with the promotion, if Letter was selected in the Contact Pref field. button to save changes. button to close the window. Creating a Dealer Promotion Dealer Promotions finds and retrieves specific customer and vehicle data based on the search criteria. The user can then use previously defined prospect templates to generate tasks for each of those customers with vehicles. Before creating a Dealer Promotion, a prospect template must be created first. Use the following procedure to create a new Dealer Promotion and generate a list of tasks for those customers that fit the customer/vehicle search criteria. M a i l M e r g e - C r e a t i n g a D e a l e r P r o m o t i o n Select CRM > Dealer Promotions button to create a new Dealer Promotion. in the Select Columns box on the Left Hand Side and choose the fields you would like to include in the Dealer Promotion. To add Filters use as a filter. button to open the dropdown and select the column to Press <Tab> to move to the Rule field and in the field to select from the dropdown then select the criteria to be used. Press <Tab> to move to the Criteria field and input the text by which the column must be filtered. Repeat by <Clicking> the button to apply additional rules and to refine the filter. Select the Associate Type of Customer, Supplier, Employee, Manufacturer or Carrier by <Clicking> on the radio button. The default is always Customer. You also have the option of excluding Employees from the filter. To save the filter and use it again, on the name. on <Proceed>. button and give it a unique Sales Page 19

20 M a i l M e r g e - C r e a t i n g a D e a l e r P r o m o t i o n To remove duplicate customers, choose from Last Mileage Date, Most Recently Sold, Newest Model year or None of the above. dealer promotions. button to display all customers and vehicles eligible for The Dealer Promotion list can be sorted by <Double Clicking> on a Header Name. You can also change the order of the Columns by dragging and dropping the Headers. If you find that there are names on the list you want to remove, on the line and on the button. That customer is only removed from the current list. If you want to put the customer back, on and then on to return to the original list. button to export the Dealer Promotion list to an Excel file in Automate Contacts folder on the Home (H) drive on the Quorum desktop. button to save the new filter as a new Dealer Promotion. Note - XSELLERATOR opens the Create Dealer Promotion window. Input a name for the new dealer promotion in the Promotion Name field. in the Promotion Template field to open the drop-down and select a pre-defined dealer promotion template. Note - For more information on dealer promotion templates, see Creating a Dealer Promotion Task Template button to allow XSELLERATOR to generate tasks for each vehicle in the filtered list of the Dealer Promotion window. You ll receive a popup telling you that the Dealer Promotion has been created. This will return you to the Dealer Promotions List. The list provides details on the Dealer Promotion you just created, the name, how many tasks, who created it and when. to close this window. Sales Page 20

21 Notes Sales Page 21