What are your rules for split deals?

Jacob Jackson
Nothing kills the momentum on the showroom like two sales people fighting over a split deal. One of the common problems for split deals is the internet sales person claiming the deal is theirs and the floor claiming its a retail deal. Even between two retail sales people its hard to know who is skating who or who is trying to jump on a deal they dont deserve. This is a real frustration and Im to the point where Im considering saying no more split deals. How do you hand split deals (do you even allow splits)? What rules constitute a split deal? How do you monitor and know judge whats going on? Any thoughts would be appreciated.
Jared Hamilton
First: Yes I believe in split deals. Especially as the sales cycle lengthens and we have the ability to reach consumers earlier in the funnel I think it is important to reward the team to build long lasting relationships. If there are no split deals in your store you are only motivating for the short term "now" close and that will create CSI problems for your dealership. My rules for split deals were simple. The dealership has a process, it is clearly defined and trained. If you followed the process, and it is properly noted in the CRM system, you were on the deal. If you followed the process but it was not reflected in the CRM than you are off the deal. Its that simple. You cant manage results but you can manage the activities that get results. Your process is built around tracking the activities that get results, the CRM system is the bible that your store should live by to execute the process. Use the CRM system and your process to determine split deals.
aaron kominsky
yrs ago it was usually like this if you wrote the deal for someone then you split it also i worked at a dealership with an owner prtection system you wrote the deal customer never asked for the original salesperson still if the salesperson had a record of him that he/she was the previous salesperson so long as that car was in the household they were entitled to half the deal today it seems like this on the internet if you were involved in making the appt and another salesperson was involved then yes it should be split
Arnold Tijerina
I agree with Jared. It seems that I have seen this quite a bit in Internet Departments and, I imagine, we'll see this increase as more and more business funnels through the internet and technology increases to the point that when the customer "checks-in" at your dealership on foursquare, it sends an IM to the ISM who can throw a tip out there to ask for him! Anyways, all joking aside, if your dealership has a follow-up process in place (please have one, I'm begging) and the salespeople (whether internet or retail, it does go both ways) have followed the process you set in place and properly documented that follow up in your CRM, then they should split the deal. If the process was not followed by one (or both) parties, then the person closing the deal and delivering the car gets the deal. Reward positive behavior and hold your employees accountable for doing their job and following up with YOUR customers.
Michael Midgley
In our store we are having a problem with previous customers. We have some follow up processes in place to make sure we touch our sold customers 4-6 times a year. Its really frustrating when one of my repeat customers submits an internet request and another salesperson gets it. I end up splitting the deal just because the customer inquired online. How do you handle that?
Jared Hamilton
Mike, Isnt there a way in your CRM system to make the lead associate with the orig customer? Well, i guess then you need to have accurate data for the CRM to match with the lead. I guess that's another reason that getting email addresses from customers are super important. I think if you are getting a half deal for a customer that you have not sold or worked with in months, who comes into the store by lead, is a good deal. MOst stores would not even give you half. (I only would if you can show you followed the process) Id focus on my long term follow up with the customers, if this is happening a lot it tells you that you did a great job on the last deal building rapport so they want to come back, but not enough rapport that they come back to you. By working to stay in touch with them longer, and on a more regular basis you can build the relationship and stick with them. Who handles long term communication at the dealership, you or a BDC. To build loyalty to you, it needs to be you doing the communication. On another note, you could build your own facebook fan page for all customers who you sell cars to and keep in touch with them all that way... Creative but would get them asking for you eliminating the internet lead/split deal issue.

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