Split deals can be a headache for Management and a downer for the department. They affect more than the two or three sales people involved, because the team tends to pick sides with their friends and the “ill-will” spreads like a contagious cancer around the showroom floor.
The saying, ‘the best offence starts off with a solid defense” definitely applies here. Set ground-rules and insure everyone, including management, plays by them; your team will be much better off.
Your CRM tool is one of, if not THE most important piece of technology since it holds the keys to your success, your customers. Regarding split deals, your CRM tool can take on added value as the end all answer to many of your stores in house disputes.
I feel strongly that “process” is key to one’s success. Mediocre sales people perform above average if they execute a process well and good sales people will be unstoppable. As a manager define and ALWAYS reward your process. Build your sales process into your CRM system and use it in moderating questions over who a customer belongs to.
For example, if your CRM recodes inbound and outbound calls these can be used to decide split deal disputes. If your process is follow up with a customer weekly then protect the sales person if the CRM system shows they followed the customer weekly as directed. If they missed their call, or didn’t record it in the system, they loose protection. If a sales person claims he worked with a guest a few days prior, and has their name and number on a business card to prove it but they are not logged into the system… sorry no protection. Customer activities must be properly recorded in the CRM to warrant protection. You must always go back to your stores process, and make sure your CRM system is aligned with what you want to happen and you will kill two birds with one stone.
1.Disputes over split deals will happen less and less, keeping your sales team happy and focused on the task at hand, selling cars.
2.By using the CRM system as the deciding factor in protecting a sales person from a split deal, you will build a culture that your process matters. This alone will increase your business by getting all the team on the same page.
Disputes over split deals are a waste of time. Take a few minutes to outline your process in your CRM and define your rules for split deals. The benefits will pay off 100 fold over time as you build a team that executes your vision.