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There are two basic Internet lead processes.
An Internet Team that handles leads from start to finish and an appointment setting process more like a BDC. We current have one person handling the 90% of the “used car” calls from Autotrader, Cars, our site etc and another handling the email leads. The other phone calls get routed to the floor to available sales.
Because we have someone is in a class of his own when it comes to phone skills, we are looking to transfer ALL calls to him (of course not possible), set appointments and turn the appointments.
Has anyone made the transition to from one to the other?
What was the most difficult part of the transition?
How were the Appointments distributed?
Knowing he cant take 100% of the calls, who handled the overflow?
How was it received to the sales floor?
My thoughts are it will be tough to make the change. I do see the sales floor moral to jump because they could be with an customer while a phone up appointment was just made for them.
I would appreciate the feed back.