The Family Who Walked In on Sunday
They took a brochure, liked the white variant, and left a number with the floor executive. He is on leave from Tuesday and the number is in his diary.
Enquiries arrive from six places
Walk-ins, phone calls, the website form, a Facebook ad, your Google listing, and the auto portals you pay for. Lead management starts by putting all of them in one list on one screen. Until that happens, nobody in the showroom can honestly say how many live enquiries exist.
Each one gets an owner and a date
Assigned, not shared
One executive owns the enquiry. A lead that belongs to the floor belongs to nobody by Wednesday.
The next action
Call back, send a quote, fix a test drive, each with a day against it. The morning list is built from those.
What the buyer wants
Model, variant, colour, budget, and whether there is an exchange. Written down while the family is still standing there.
The duplicate check
The same number coming in from a portal and from an ad shows up as one buyer, not three executives ringing him.
What the GM reads before the morning meeting
- Enquiries with no follow-up for three days
- How many leads each source sent this month
- New enquiries not yet assigned to anybody
- Buyers who took a test drive and have not been called since
It cannot capture what nobody enters
A walk-in whose number stays on the back of a brochure is still lost. Portal leads arrive automatically only where that portal offers a link, and some do not. The showroom discipline of entering the enquiry before the family reaches the car park is the part that has to be yours.
Frequently asked questions
Can an executive add a walk-in from the floor?
Yes, from his phone while the family is still there. Name, number, model, and one line about what they want takes under a minute.
What stops two executives chasing the same buyer?
One owner per enquiry, and a check on the phone number when a new lead arrives. Where the same buyer really has come in twice, both trails sit on one record.
Do leads from portals come in on their own?
Where the portal allows a link, yes. Where it does not, somebody enters them, and the source is still recorded so the subscription can be judged on results.
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