BDCiQ & BDCiQ+ Flow
When is the Dealer’s CRM updated?
Appointment Set
When the customer sets an appointment on the call with us.
The fish jumps right in the boat.
Contact Made
Affirmative communication has been established and it is time for the dealer to get involved.
The fish is on the hook.
Bad Lead
Bad phone number, bad email address, and no other way to contact.
Fishing in the wrong pond.
Customer Lost
We talked to the customer and they claimed they are not in the market for some reason. Why they sent a lead is beyond us?
They ate our bait and swam away.
New
Lead
Assign Lead
In the dealer’s CRM the new lead is assigned to the RESPONSEiQ call center
Alert Sent
An alert goes to the RiQ call center notifying them to get to work on this new lead
Email Number 1
The First Quality Email (FQR) containing illumiQUOTE is sent manually from the dealer’s CRM.
Response time
Less than 30 minutes
Phone call
First call attempt is made and the clock is stopped in the dealer’s CRM that requires a call to stop it (eLead for example).
Call Emphasis
Did you get the quote we sent you?
The key is not East/Westing an appointment, but focusing on the quote because that’s what the customer wants.
SUBJECT: ? [INSERT CUSTOMER FIRST NAME]’s [INSERT MAKE] Quote
Hello [INSERT CUSTOMER FIRST NAME],
Thank you for your interest in our [MAKE] [MODEL]! Obviously, we’d like to make it YOURS. And we would like to do that as easily as possible. Here are the numbers:
It is okay to ask questions about the payments and prices you see in there. First off, YES these include all taxes and fees. Pending a loan/lease approval, verifications, and some paperwork, there isn’t much left once you find your payment. Easy right?
You can reply to this email with any questions,
[INSERT AGENT NAME]
[INSERT AGENT PHONE]
Email Number 1
hours later
12
Phone call
The second call attempt is scheduled and the attempt is made at the next feasible hour to call a person’s home or work.
Day
2
Phone call
Third phone call attempt made.
Two voicemails have already been left reinforcing the idea that a quote was sent.
Email 2
Second email is sent via the dealer’s CRM automation.
SUBJECT: Did you see your [MAKE] quote [INSERT CUSTOMER FIRST NAME]?
Hello [INSERT CUSTOMER FIRST NAME],
Car shopping doesn’t have to be stressful, did you see my earlier email with a link to build your own [Make] [Model] deal?
Here’s the link again, just in case you missed it.
Talk soon,
[INSERT AGENT NAME]
[INSERT AGENT PHONE]
Email 2
Day
3
Phone call
Fourth phone call attempt made.
A voicemail is left if the customer does not answer.
Email 3
Third email is sent via the dealer’s CRM automation.
SUBJECT: [Dealership Name] yes/no?
Hello [Customer First Name],
I’m here to make things quick and painless for you.
Do we have the car you asked about? YES
Can you buy it on a payment schedule? YES and check that out here:
Do you need to have a large down payment? NO
Will we buy your current car? YES
Can I interest you in (use your own Value-add) with your purchase?
[INSERT AGENT NAME]
[INSERT AGENT PHONE]
Email 3
Day
5
Phone call
Fifth phone call attempt made
Email 4
Fourth email is sent via the dealer’s CRM automation.
SUBJECT: More [Make] Ideas
Hello [Customer First Name],
Did you know most people do not buy the car they originally set out to purchase? Sometimes another idea makes more sense, and it is my job to explore those ideas with you. Here are some other ideas:
[INSERT AGENT NAME]
[INSERT AGENT PHONE]
Email 4
Day
7
Email 5
Fifth email is sent via the dealer’s CRM automation.
SUBJECT: Buy a new car in your pajamas
Hello again [Customer First Name],
Did you know that you can choose your own deal on a new [Make] [Model] from [Dealership Name] BEFORE you visit our showroom? You can even do it in your pj’s! Tap the link below to check out
[INSERT AGENT NAME]
[INSERT AGENT PHONE]
Email 5
Day
9
Email 6
Sixth email is sent via the dealer’s CRM automation.
SUBJECT: You’re the boss
[Customer First Name],
How can I best help you at this point? Ready for more info? Need some space? Should I send an Uber?
Bark twice if you’re in Milwaukee.
[INSERT AGENT NAME]
[INSERT AGENT PHONE]
Email 6
BDCiQ+ follow up out to 75 days
Day
10
Phone call
Sixth phone call attempt made
Email 7
Seventh email is sent via the dealer’s CRM automation.
SUBJECT: It takes time
Hello again [Customer First Name],
We understand your car buying decision is a big one. It takes time to gather all the information.
Have we provided you enough information to know whether you’d like to continue working with us or not?
[INSERT AGENT NAME]
[INSERT AGENT PHONE]
Email 7
Day
15
Phone call
Seventh phone call attempt made
EMail 8
Eighth email is sent via the dealer’s CRM automation.
SUBJECT: Knock, knock
Are you there?
[INSERT AGENT NAME]
[INSERT AGENT PHONE]
Email 8
Day
25
Phone call
Eighth phone call attempt made
Email 9
Ninth email is sent via the dealer’s CRM automation.
SUBJECT: Dead file
[Customer First Name],
After numerous attempts to get a hold of you, I have not heard anything back. I have to move you into my dead lead file.
If anything should change I’d love to move you back into the alive file.
[INSERT AGENT NAME]
[INSERT AGENT PHONE]
Email 9
Day
35
Phone call
Ninnth phone call attempt made
Email 10
Tenth email is sent via the dealer’s CRM automation.
SUBJECT: Future Emails from [INSERT DEALERSHIP NAME]
It is hard getting in touch with you!
[INSERT DEALERSHIP NAME] isn’t going anywhere. When you are ready to talk we are ready to chat too. I’m putting you into the automated email system, so you don’t forget us.
[INSERT AGENT NAME]
[INSERT AGENT PHONE]
Email 10
Day
55
Phone call
Tenth phone call attempt made
Email 11
Eleventh email is sent via the dealer’s CRM automation.
SUBJECT: Car Payments change daily
When banks compete we all win! Because we have a direct feed from the banks the payments on our cars change every day! Keep an eye on those changes here:
[INSERT AGENT NAME]
[INSERT AGENT PHONE]
Email 11
Day
75
Phone call
Eleventh phone call attempt made
Email 12
Twelfth email is sent via the dealer’s CRM automation.
SUBJECT: New Month, New Prices
When you first started your car shopping voyage with us, we had all different prices, rebates, rates, and payments. Take a look at where they are now:
[INSERT AGENT NAME]
[INSERT AGENT PHONE]