Documenting Your Lead Handling Rules

[colson]

Sometimes we take this for granted, but I'm realizing a lot of stores aren't documenting their rules. They're typically unwritten, and thereby serve to create more confusion and disillusionment amongst the sales staff as these rules are rarely applied exactly the same way every time.

I decided we need to come up with a default set of 5 rules we can suggest to our clients, and mould it to the needs of each of our clients.
1. Leads, in whatever form, belong to the store, not the salesperson.
2. Follow the Process as outlined in the CRM
3. 72 Hour Protection
4. First/Last and Middled Out
5. Sales Manager Commitment

 

[colson]

I'm curious what the rest of you have as your rules to lead ownership/handling.

 

[Jeff Kershner]

This is quite general but it's always good to establish the rules.

Maybe you can elaborate more in the 72 Hour Protection? Does one need to show/log follow-up in the CRM for protection? What kind of follow-up gets you the protection? My staff receives protection IF they follow the established process for follow-up.

 

[Niki.E]

I want to hear more, one of my biggest issue is BDC inserting themselves for credit on leads.

 

[ChrisR]

I want to hear more, one of my biggest issue is BDC inserting themselves for credit on leads.

My rule for BDC inserting themselves on leads was they had to have meaningful credit BEFORE the first appointment, or be the reason the guest returned to purchase. Otherwise, no credit for them.