SALESPERSON REFERENCE GUIDE
RESTARTING SCANNER
LOGGING SHOWROOM CUSTOMERS
LOGGING PHONE CALLS
UPDATING DAILY SALES PLANNERS
FOLLOWUP MANAGER
SALESPERSON QUICK REFERENCE SHEET
YOU MUST REBOOT THE COMPUTER EACH MORNING!!!
To ensure proper scanner function:
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DO NOT utilize any screen savers, stand by, hibernate, etc.
If you unplug the scanner, be sure to plug it into the exact port
from where you unplugged it!
If this is a new download or installation of the program, you will
need to log into the actual computer itself with administrative
rights in order to properly download and install the DL Scanner.
This will cause conflicts with the operation of the scanner.
After you reboot the computer, you may need a Login username and password.
Please refer to the dealership’s IT Help Desk Tech for this information.
Make sure that the data you are putting into the system is good data.
Garbage in = Garbage out. If you put in a bad address-correct it. Use good
phone numbers, and gather email addresses. Emails will let you take your
customer contact to the next level, plus it gives the dealership free advertising
capabilities-not to mention the ease and speed of the follow-up process.
If the scanner is not working properly:
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Shut the scanner down completely by clicking the red ‘x’ in the
upper right corner.
Right-click on the tab for the DLScanUtility located on the bottom
taskbar and clicking on close.
Right-click the CAR – Driver License Scanner (green icon) in the
lower right corner of the screen and clicking on Quit.
Unplug the scanner…wait about 5 seconds and re-plug it into the
same port.
Reopen the program by double clicking the DlScanUtility Icon on
your desktop, or go to Start > All Programs > DLScanUtility.
o Right click the DlScanUtility on the bottom taskbar and click
on Restore.
o Right-click on the CAR – Driver License Scanner (green
icon) in the lower right corner of the screen and clicking on
Show Form.
*Wait a few moments and give the application some time to
load before proceeding to try and reopen it!
Input ALL Phone Traffic into the system. You can do this by clicking on
the ‘Incoming Sales Call Guide’ Icon or by going to Customers Tab
Phone
Call Entry. *If the customers are already in the system you can go to
Customer tab
Customer Search, pull up that customer’s profile, click on
the Phone tab, and input your notes, next contact, appointment information,
etc.
Log ALL customers into the system as soon as possible. Whether they
buy today or in the future. This will ensure protection of your database and
start a hot prospect list. If the customer is just gathering information, or only
wants to look or get a brochure, etc…you will click on the ‘Showroom Guest
Entry’ Icon and then utilize the Reverse Look Up feature or manually enter
the information. You need to do this before taking a test drive, before going
to the desk or immediately after the customer leaves if it is just a quick
visit. NO EXCEPTION.
If you are entering them with the driver’s license, then you simply copy the
license by using the copier linked to the CAR Research computer. Do not
forget you can save any information that will fit in the scanner (i.e. drivers
license, insurance card, business card, etc.).
Input ALL appointments into the system within 5 minutes of setting the
appointment. NO EXCEPTIONS. This will also provide you with protection in
case the customer forgets your name or forgets to ask for you. You can set
an appointment from any of the customer entry screens.
Update Daily Sales Planners. NO EXCEPTIONS. This must be done as soon
as all of your follow-ups are completed or as you work through your followups for the day. The printable Daily Sales Planner version is located under
the Reports tab
Daily Sales Planners. The paperless work can be done
under the Customers tab
Sales Planner Entry *If the daily sales planners
are not updated, then the follow-up screens, letters, reports, etc. will not be
correct.
When finished marking your papers, update them in CAR (or designate
someone to do this for you).
Use the Follow-up Manager to complete your everyday follow-ups.
You can access the Follow-up Manager by clicking on the number to the right
of My Follow-ups on your Splash Page. The Follow-up Manager is also
accessible through the Customers tab
Follow-up Manager.
Sign letters and turn in to be mailed. This is to be done as soon as you
receive the letters. This also includes any Thank You cards, etc. that the
dealership has in place.
Follow-UP…..Follow-UP. Sales are a constant continuous process like
training or working out. If you quit-you loose the benefits. Remember it
takes 28 days to make a habit 7 days to break it.
Take Your Time. When you first learned how to drive a car-did you go from
0-80+ in the first day? Learn the road first and then you can do circles around
others... *If you rush and you really do not know how to navigate through
the system properly you will most likely produce the irritable error messages.
Since you have a walk through of your basics there is no longer a need to contact
the IT department at CAR Research...just kidding! Please feel free to call us at
anytime if you need help with something. That is why we are here!
There is no such thing as a stupid or dumb question. The stupid or dumb ones
are the ones that are never asked…
The next few pages will help guide you through using the CRM. There are
screenshots available for you to view. If you are needing to call the IT
Department, please be ready to provide your name, the name of your
dealership, a contact number, and the exact problem you are having.
Customer ID numbers for examples are always a plus because we need to
know exactly where you are and what you are doing so we can resolve your
issue in a timely fashion.
Splash Screen (Home Page)
Icons listed as shown
Help
Showroom Control
Manager
Internet Lead Manager
Incoming Sales Call Guide
Showroom Guest Entry
Email Client
Refresh
Logout
Check here for the latest
software enhancement
announcements.
Click on the number to the right of the desired page you want to
view. Quick links are listed as shown.
Follow-up Manager
Internet Lead Manager
Internet Lead Manager
(This DOES NOT include worked leads)
(This DOES include unworked leads)
STARTING SCANNER
Click on the DLScanUtility Icon to
open the scanner.
If the scanner does not open right away, right click on the
DLScanUtility tab on the toolbar at the bottom and Restore.
Switch between
doing these until the
program opens.
Also, try to right click on the
green icon in the lower right
corner of your screen and Show
Form…
Wait a minute for the scanner to show on
your screen.
SHUTTING DOWN TO RESTART SCANNER
Click the red ‘x’.
Go to Action and then Quit.
Right click on the green icon
in the lower right corner of
your screen and Quit
If this fails to work…try right clicking on your toolbar at the bottom of your
screen, go to Task Manager…
Highlight DLScanUtility and End Task
OR/AND
Click on the Processes Tab and highlight
DLScanUtility.exe and End Process.
SHOWROOM GUEST ENTRY
Click here for customers
that visit the showroom
floor.
The required fields are marked
with an asterisk (*)
The fields marked with (^)
represent the areas where you
are required to fill in at least
one of the fields listed.
Click on the Hide button to
‘hide’ your current view and
return to the Showroom
Control Manager to a full
screen.
Once you have entered your
customer’s information, click on the
Customer tab
Showroom
Control Manager this will take you to
the Showroom Log for the day. You
will then click on your customer’s
name…from here you will be able to
access forms, trades, co-buyer
information, etc...the Sales Process
tab is where you can put notes
regarding the visit, change stock
number, and search inventory.
Anytime you see a save button on a
screen remember to click on it to save
any information you enter.
Click on the home icon to go back to your
Splash Screen – or – if you have another
showroom guest to enter, click on the
Showroom Guest Entry icon.
Showroom Guest Entry
Link to Customer Profile
An alert will appear after the showroom guest entry is saved.
If the dealership has auto guest sheets enabled, the link will show on the Showroom Guest
Entry page after the showroom entry is saved.
If the dealership does not have auto guest sheets enabled, the link will show on the Splash
Screen after an entry is saved.
PHONE CALL ENTRY
When entering a phone entry
you can click on the
Incoming Call Sales Guide
Entry Icon or the Customers
tab
Phone Call Entry.
Call Sales Guide Entry Screen:
Enter in required (*) customer
information and hit save at the
bottom of the screen.
If the customer matches
information already in CRM then
you will be given the option to
select that customer or create a
new customer entry.
Customers are matched by this specific order
*Drivers License *Social Security *Email Address *Last name AND Phone Number *Last name AND Address
Once you hit save after entering in your required (*) customer information
from the Incoming Sales Call Guide screen…you should be here:
Click here to go to the
customer’s record.
Customers tab
Phone Call Entry screen:
The required fields are marked
with an asterisk (*)
The fields marked with (^)
represent the areas where you
are required to fill in at least
one of the fields listed.
After you hit ‘save’ your screen
will be here…click on the blue
link to go to the customer’s
record.
PRINTABLE VERSION: DAILY SALES PLANNERS
For a printable version
of the Daily Sales
Planner click on the
Reports tab then select
Daily Sales Planners.
You will then select All
Planners…leave the
date range the same
and then click on
preview. This will pull
up your planners.
After you click on Preview, click on File and
then Print.
Specify what event
is taking place.
Write
additional
notes here.
Add/change department,
schedule appointment
date/time, set next contact
date.
Once you have printed your
planners, you will then do
your follow-up by writing
your notes and next
contact dates. Then when
your follow-ups are
complete, the planners
must be updated in CAR
Research.
When you receive your
daily planners, you must
put in good notes (i.e., a
next contact date, an
appointment date and
time, etc.) Once you
have completed your
notes, have it initialed by
your manager and then
turned into the proper
staff so it is updated into
CAR Research. If you are
on the morning shift, you
must have them turned in
by 12:00 PM and if you
are on the Noon shift, you
must have them turned in
by 2:30 PM. NO
EXCEPTIONS. ALL planners
and letters must be
turned in before new
letters and planners can
be printed.
PAPERLESS VERSION: DAILY SALES PLANNERS
You have to check the save changes box as well as click on the master save button to save your
changes. It is very important that either you set an appointment or a next contact date because
if you do not this, customers will keep appearing until you do-or until you remove them from the
schedule or check the no next contact box. By checking the Mark Contacts Completed box, you
are stating that you want to close all previously set ‘next contact dates’ that you may have open
for this customer. If you do not see these options or they are inaccessible to you-your manager
is the one who has access to make these changes.
Also, record GOOD notes for follow up.
*The Next Contact Date is
displayed here…if there are
() in the notes column then
there is an open contact for
that event and a follow-up
event should be entered on
or after the next contact
date that is displayed.
After you hit save from the
Sales Planner Entry Screen,
you will see an ‘update
successful’ message displayed
as shown here.
FOLLOW-UP MANAGER
Access the Follow-up Manager by Clicking on the number to the
right of My Follow-up on your Splash Page.
OR
Click on the Customers tab and then
Follow-Up Manager.
After opening the Follow-Up
Manager, your screen will be
here. The Follow-Up Manager
lists the names of the
customers that need to be
followed up with for the day.
The date in parenthesis next
to the name is the date of the
next contact date that was
set. Click on the name to open
up that customer’s history
screen.
The blue strip above the
customers name
displays what is entered
into the Next Contact
Reason field when the
event is entered.
To complete a follow-up…if doing a
phone event or entering a note,
complete the required fields and check
the Mark My Open Contacts Completed
check box. This will remove the
customer from your Follow-Up Manager
and they will not appear until the next
scheduled contact day.
When you enter in a showroom, phone, or email event and you do not
put in a next contact date…the system will automatically enter in the
following day.
If you need to remove the customer from any future follow-ups, check
the no next contact box. If you do not have access to this option, you
will have to gain access from a manager.
Extended support is available if needed by entering in your name and
clicking on the CRM Support button. This is allows an available IT Help Desk
Tech to view and guide you through the area you need help with. There is
an online chat window available through this feature too. Please feel free to
call, email, or use the online support features whenever needed.