Finding Leads & Activities 1 2 When should I make contact with lead (versus CMC involvement)? Dealer should contact lead immediately irrespective of CMC involvement. The golden ‘hour’ of a lead being assigned is the ‘warmest’ opportunity to contact customer and progress enquiry (role of CMC is ideally to pick up leads ‘falling through funnel’) Dealer can see, by clicking on Opportunity tab / then vehicle of interest - date lead came in and date brochure requested (milestones) & where lead sourced from (enquiry source) All leads should have a minimum of two follow-up phone calls & email (if available) – (all templates and guides available on Vision E-Learning Website) Where Do I find my ‘Inbound’ Leads (Opportunities)? Inbound leads (opportunities) are warm leads. Prospects requesting information regards franchised products through National website / shows (you can see where lead has been sourced from under Opportunity tab by clicking on vehicle of interest and looking at ‘enquiry source’) The assigning of Inbound leads to dealer is an automated process derived from customers postcode (input by the customer) and dealer area of influence assigned for marketing purposes. (see CRM mapping) If a dealer receives a lead out of area, it is likely to be a show lead assigned to dealer manually from representation at show. (CMC has no control over ‘non genuine’ leads however there are filters in place to limit these where possible) To find Inbound Leads (Opportunities): Select Prospects and Customers Select Contact Manager Current View = Opportunities Prospects that opened = Any For Sales-person = Any Lead Sources = Any Status = Ongoing   This will show all leads in system where Status has not been marked as won or lost (ie ongoing pipeline opportunities) Contact Tracker Finding Leads & Activities Opportunities = Vehicle of Interest ie. Leads (NB: there may be more than 1 ongoing opportunity (vehicle) against a single customer record) Activities = Tasks (current and future tasks for completion and follow up) Activity Start Date = Task Action Date (present or future)   1 2 Where Do I Find my ‘Outbound’ Leads? Outbound leads can arrive in varied form. An Outbound lead is a call customer is not expecting, however they are known to the brand through previous ownership or enquiry. It could be a vehicle anniversary / set to change / web-session / lapsed customer etc… An outbound lead is an activity follow up only. Should the lead become a ‘live’ enquiry a new Opportunity for the vehicle will need to be created. To find Outbound Leads: Select Prospects and Customers Select Contact Manager Current View = CMC Outbound   Firstly, look at history of information provided on lead, then make the call 3 4 Where do I find my daily Activities (tasks)? To find daily follow up Activities (tasks): Select Prospects and Customers Contact Manager Current View = Activities Owner = Any (OR specific to salesperson) Date = Today   This will show all over due activities up to and including current day A dealer should telephone customer, add and save new activity and key in outcome for that day and set a future follow up if required (see over page for ‘how to’)

Contact Tracker ‘Working’ a Lead Click once to open Assign the lead to a Salesman (General info and Opportunity Owner) Then review any history we may have on the customer before making the call Update and Complete the current Activity Add a new Activity for future Follow Up Update any Opportunity Milestones (if applicable) Update Opportunity Status (if changed) Summary of Daily Tasks: Open new opportunities daily and action leads (min x2 attempts to contact) Open your own activity view daily and action any follow up tasks you have previously set Open CMC Outbound and make minimum of 3 Outbound calls per day   What do I need to do when opening lead for first time?  Refer to where do I find my inbound leads Click once to open lead Assign lead to Salesman in General Information section (save) Assign lead in Opportunity to Salesman (save) To find out about customer before making phone call Click opportunity tab Click vehicle of interest to determine where lead has come from (enquiry source) Click on Milestones to show when enquiry came in and brochure dispatch date Click on the Activity List Tab to see if any contact made so far / prior history Now that you have introduction history / information on customer you are ready to make the call Have you got your price lists / brochures / call guide / tool kit to hand? (CMC toolkit available on Vision) Phone the customer to try and secure appointment   Now what?...   Activities Tab Create / add a new activity Key in the activity detail / outcome of the call for that day: ie….Left voicemail and sent email or, Drives CRV, wish list is…… good fuel economy, ground clearance and boot space. Arranged test drive for next Tuesday.   Complete that activity (tick the complete box at the bottom left hand side of the activity) Then… Add a new activity for future follow up (do not tick the complete box, needs to be ongoing for reminder) And Finally… Opportunities Tab Remember to tick and update Opportunity Milestones (as and when they happen) Remember to check and update Lead Status = Won / Lost / Ongoing (as and when it changes)   NB: All prospects must have at least two attempts to follow up added and completed by dealer Updating Milestones generates CSI surveys to customers and important feedback (Your Impressions) Summary of Actioning a Lead: ‘Walk’ customer through Opportunity Milestones (sales process) setting and completing your activity task / reminders along the journey AND eventually marking the Opportunity as won / lost   NB: If duplicate opportunities – once vehicle of interest established with customer, mark remaining opportunities as lost with lost reason as ‘duplicate opportunity’