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Mada recruit screen hire
Mada recruit screen hire
Introduction and Background:
                                                           www.ADMPC.com
  Ralph Paglia
  Vice President – Digital
  Tier10 Marketing
• Currently leading development and delivery of
  Tier10’s Digital Marketing, Advertising and Social
  Media Strategies, Tactics and client service capabilities
• Automotive Digital Marketing Professional Community creator
  and Editor-in-Chief
• Generated 144,000+ leads in 22 months while working for Courtesy Chevrolet…
• Managed Courtesy Chevy Internet Sales team that sold 4,000+ Units in 2006…
• Worked w/Ford in 2007-2009 to develop first fully integrated Tier 3 Digital Marketing
  Consulting and Ford Co-Op supported Digital Advertising program for Dealers…
• Ran 1st retail automotive Behavioral Targeting Digital Advertising program…
• Internet Sales & Marketing Consultant to Ford, Mercedes-Benz, GM, Honda,
  Toyota, Mercedes-Benz, Hyundai and 250+ dealers & groups…
• Pioneered development of “Internet Leads” in 1986 using CompuServe ISP access to
  post vehicle inventory listings on defense contractor BBS’s…
How to Recruit, Screen, Hire and Train Internet Sales Professionals
     for the Best and Greatest Likelihood of Success and Retention

How important is it to hire and train the right people while building a
sales team that can convert opportunities created by marketing into
actual sales results?

Organizational development is more important than ever before…with many dealers
losing staff while cutting costs during the depths of the recession, those that are
growing their business need effective strategies, tools and tactics for
attracting, screening and hiring the best Internet sales professionals with the greatest
chance of achieving their own personal success, as well as sales productivity for the
dealership. This session will explore organizational development
strategies, recruiting, screening, hiring and training tools as well as the materials and
processes that the most successful dealers in America have been using for years, and
are being used today as a means of increasing success in the hiring process. Ralph
Paglia will share the tools and processes he has used to build some of the most
successful Internet sales departments in America while teaching attendees what the
essential "must haves" are, and how to get them when seeking to grow your sales
departments into high performance digital marketing to sales conversion engines.
Growing Your Internet Sales Organization from 10 to 300 Cars per Month
Courtesy Chevrolet in Phoenix, AZ became the
USA’s leading Internet retailer of new and certified
used Chevrolet vehicles… Human Resource
Development was the key (secret sauce) to success.
Organizational Development is the
essential stumbling block that
many dealers and ISM’s report as
the primary reason for Internet
Sales Operations failure or lack of
growth into a strategically
significant level of sales.
Mada recruit screen hire
   Training
   Compensation
   Benefits
   Supportive Team
   People Matter
   Career Growth
   Attract better “tech savvy” applicants
   Receive a scientific skills assessment
   Objective review free from interviewer bias
   Make better use of management interviews
   Evaluate existing staff for training needs and
    areas of opportunity for skills improvement
Mada recruit screen hire
Mada recruit screen hire
Mada recruit screen hire
Mada recruit screen hire
Hire The Winners Assessment:and Assessment Example
  Hire The Winners Report Accurate Results in 20 Minutes
TARGET TRAINING FOR CURRENT TEAM MEMBERS
No dealership has unlimited process
            execution capabilities…
Growing Your Internet Sales Team Requires that you Define what Your
Internet Process Should Look Like…




     Dealer Lead
     Management
     Process Map
Growing Your Internet Sales Team works best when it occurs
“Organically” and is Specialized
                                 Organic Growth
Courtesy Chevrolet is a single point Chevy dealer with
(at one time) 3 fully staffed BDC Team’s, an eFinance
Sales Team and 4 Internet Sales Teams. These 8 teams of
automotive sales professionals are identified as follows:
1.   New Chevrolet BDC          5.   New Chevrolet Internet Sales
2.   Used Car BDC               6.   Used Car Internet Sales
3.   Wholesale Parts BDC        7.   Bell Road Internet Sales
4.   eFinance Sales Team        8.   Commercial Internet Sales


  Let’s Take a Look at How It Happened…
Courtesy Chevrolet CRM/eBusiness New BDC with 27 Work Stations
90,000+ Outbound
Phone Calls / Month
Document Roles & Responsibilities for All Internet Sales Positions
Document Pay Plan & Bonus Structure that reflects taller Internet sales
funnel




                                                  * July 2006 Interactive Marketing Budget
Lead Volume puts pressure on response
   times as a factor of staffing levels!
Organizational Structure Determines Process Capabilities and Monitoring


                                                                               % of      Statistical
Top 4 Ways                                                    Purchase
                                                                            Purchase* Correlation
 to Close    Dealer Response Attributes                      Respondents*
                                                                            among the    Factor of
                                                               who DID
More Sales   Experienced by Customers within                     NOT
                                                                            Leads who Response
                                                                                          attribute
 to Leads                                                                      DID
                                                              experience
 Received    24 hours of Submitting an Inquiry               the attribute
                                                                           Experience with Vehicle
                                                                                         Purchase
                                                                           the attribute



             Make Direct Phone Contact with Customer
   #1        (after sending Email w/availability & prices)    17%          27%             11
   #2        Send Price Quotes by Email to Customer           20%          27%              9
             Contact Customer more than once by Email
   #3        and Telephone (within First 24 Hours)            21%          25%              5
             Make sure Customers are either Completely or
   #4        Very Satisfied with the Lead Response            21%          24%              3
Staffing Determines Process Execution Capabilities and Monitoring

            Customer goes online
            and submits Lead

                           Internet Sales Specialist ISS)
                                 reviews lead, selects 4
                               vehicles for Price Quotes
                        Sends email with Quotes & Cars

             BDC Staff makes initial phone call,
             collects customer info, sets up an
             appointment for the ISS

                             If no appointment, ISS
                      Contacts customer and seeks
                     appointment and/or agreement
Lead Process Maps
 should be indexed to
          email
   templates, phone
    scripts and word
     tracks so that
dealership employees
    have a “paint by
  numbers” guide to
what is expected when
  a lead is received.
  This process map
focuses on the first 12
hours after a new lead
      is received.
Lead Process Maps
      should contain brief
explanations for the logic
    and execution tips for
     employees to review
 before actually using the
  email templates, phone
  scripts and word tracks.
        Actual template
 illustrations make it easy
for dealership employees
     to recognize the right
    template or document
  when they see it in their
           CRM tool.
When Lead
Process Maps are indexed to
  correspondingly numbered
    email templates, phone
 scripts and word tracks, the
dealership is far more likely to
execute the repetitious tasks
     that create customer
 experiences which correlate
   with higher sales closing
   ratios. The best process
 maps break down email and
phone contact processes into
  separate flows so that they
 can be executed by different
  resources when scaling up
       lead volumes and
    organization structures.
Have a defined process for “closing out” unsold leads
Although many car guys will say they believe in the concept of following up until
prospects either buy or die… Large scale lead generation through highly effective
marketing practices requires that scarce resources be allocated to where they will
generate the most sales. Outsourcing followup on leads that have reached a
designated status (dormant) or assigning them to alternate resources such as a BDC
will allow ISS’s to stay focused on the 50% of the leads that buy, and do so within the
first 10 days
LMP Scoring Index




                    Objective Review of
                    Dealership Employee Lead
                    responses encourages
                    consistency and creates a
                    numeric accountability –
                    an LMP Report Card for
                    Dealer or GM review…
Nothing has more impact on results
 than phone contact with the customer!




Outbound phone calls, ongoing phone follow-up and
responding to emails requires adequate staffing and skill levels
Telephone Process
• 85% of Web visitors who contact the dealership
before coming into the showroom, use the phone
• Direct Phone contact (after responding to an
Internet lead by email), has the greatest impact on
increasing sales closing ratios

Phone Follow-Up Sales Strategy:
• Focus on having a set of objectives in front of
us, each time we make an email follow-up call
• Word Track Forms (scripts) are used for training
and collecting customer information during each
call that is made immediately after sending
personalized email response
Mada recruit screen hire
Top 10 Reasons To Use Hire The Winners
1. Find out why your lowest producers aren't producing.
2. Learn what the potential is of every sales consultant on your team.
3. Discover opportunities for improvement for each sales consultant and how you can
   focus your training for immediate improvement.
4. HTW can show you how to find and recruit excellent talent to grow and improve your
   sales team.
5. HTW has tools to help make informed hiring decisions and get best talent available.
6. HTW provides you with tools that allow your sales team to practice on the simulator
   not the public (Lost sales from poorly trained sales consultants are killing us).
7. HTW provides you with a hiring process and support to strengthen your
   management teams interviewing skills and, if used correctly, will provide you with
   information you need to bring on the best talent available.
8. HTW provides you with tools that show you what the sales applicant can and can't
   do when put into the automotive sales situation. You will know in 20-30 minutes the
   potential of every candidate.
9. Tools that will assist you in creating customers in a challenging market (What you can
   do to cause more customers to visit your store without raising your advertising budget).
10. (see link below)

  Free Trial: www.hirethewinners.com/adm
Actual Graduate Class

   Recruiting 2.0
    ◦ Place job opening on 100’s of job boards including Monster, Career Builder, Indeed,
      Simply Hired, Zip Recruiter, Craigslist, Facebook, Twitter, Myspace, LinkedIn,
      Google+ and MORE. Nobody used more resources than AutoMax!
    ◦ Schedule & conduct ALL interviews & screen applicants using The Car Sales
      Simulator. (We have a team of people that interact with and schedule interviews with
      thousands of potential hires each week)
       The Car Sales Simulator Uses interactive video to present potential salespeople
         with a set of decisions that will either lead to the sale or the GSM’s office for a
         “talking to.”
    ◦ For those that make it through the interview & screening process either we’ll
      conduct the training or you can. (We have multiple packages)
    ◦ From porters to presidents, we will interview, screen and train internet sales
      managers, BDC reps, social media managers, sales people, sales managers, service
      advisors, general managers and more!
   Low Fee, Turn Key, With A Satisfaction Guarantee!
   25% discount for all attendees present!
                      AutoMaxRecruitingAndTraining.com | 800-878-5090
                                                                       Video From Craig
Ralph Paglia
Cell: 505-301-6369
RPaglia@gmail.com
www.RalphPaglia.com

Reference Links:
http://www.ADMPC.com
http://slideshare.net/RalphPaglia
http://www.hirethewinners.com/adm
http://www.Automax.com

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Mada recruit screen hire

  • 3. Introduction and Background: www.ADMPC.com Ralph Paglia Vice President – Digital Tier10 Marketing • Currently leading development and delivery of Tier10’s Digital Marketing, Advertising and Social Media Strategies, Tactics and client service capabilities • Automotive Digital Marketing Professional Community creator and Editor-in-Chief • Generated 144,000+ leads in 22 months while working for Courtesy Chevrolet… • Managed Courtesy Chevy Internet Sales team that sold 4,000+ Units in 2006… • Worked w/Ford in 2007-2009 to develop first fully integrated Tier 3 Digital Marketing Consulting and Ford Co-Op supported Digital Advertising program for Dealers… • Ran 1st retail automotive Behavioral Targeting Digital Advertising program… • Internet Sales & Marketing Consultant to Ford, Mercedes-Benz, GM, Honda, Toyota, Mercedes-Benz, Hyundai and 250+ dealers & groups… • Pioneered development of “Internet Leads” in 1986 using CompuServe ISP access to post vehicle inventory listings on defense contractor BBS’s…
  • 4. How to Recruit, Screen, Hire and Train Internet Sales Professionals for the Best and Greatest Likelihood of Success and Retention How important is it to hire and train the right people while building a sales team that can convert opportunities created by marketing into actual sales results? Organizational development is more important than ever before…with many dealers losing staff while cutting costs during the depths of the recession, those that are growing their business need effective strategies, tools and tactics for attracting, screening and hiring the best Internet sales professionals with the greatest chance of achieving their own personal success, as well as sales productivity for the dealership. This session will explore organizational development strategies, recruiting, screening, hiring and training tools as well as the materials and processes that the most successful dealers in America have been using for years, and are being used today as a means of increasing success in the hiring process. Ralph Paglia will share the tools and processes he has used to build some of the most successful Internet sales departments in America while teaching attendees what the essential "must haves" are, and how to get them when seeking to grow your sales departments into high performance digital marketing to sales conversion engines.
  • 5. Growing Your Internet Sales Organization from 10 to 300 Cars per Month
  • 6. Courtesy Chevrolet in Phoenix, AZ became the USA’s leading Internet retailer of new and certified used Chevrolet vehicles… Human Resource Development was the key (secret sauce) to success.
  • 7. Organizational Development is the essential stumbling block that many dealers and ISM’s report as the primary reason for Internet Sales Operations failure or lack of growth into a strategically significant level of sales.
  • 9. Training  Compensation  Benefits  Supportive Team  People Matter  Career Growth
  • 10. Attract better “tech savvy” applicants  Receive a scientific skills assessment  Objective review free from interviewer bias  Make better use of management interviews  Evaluate existing staff for training needs and areas of opportunity for skills improvement
  • 15. Hire The Winners Assessment:and Assessment Example Hire The Winners Report Accurate Results in 20 Minutes
  • 16. TARGET TRAINING FOR CURRENT TEAM MEMBERS
  • 17. No dealership has unlimited process execution capabilities…
  • 18. Growing Your Internet Sales Team Requires that you Define what Your Internet Process Should Look Like… Dealer Lead Management Process Map
  • 19. Growing Your Internet Sales Team works best when it occurs “Organically” and is Specialized Organic Growth Courtesy Chevrolet is a single point Chevy dealer with (at one time) 3 fully staffed BDC Team’s, an eFinance Sales Team and 4 Internet Sales Teams. These 8 teams of automotive sales professionals are identified as follows: 1. New Chevrolet BDC 5. New Chevrolet Internet Sales 2. Used Car BDC 6. Used Car Internet Sales 3. Wholesale Parts BDC 7. Bell Road Internet Sales 4. eFinance Sales Team 8. Commercial Internet Sales Let’s Take a Look at How It Happened…
  • 20. Courtesy Chevrolet CRM/eBusiness New BDC with 27 Work Stations
  • 22. Document Roles & Responsibilities for All Internet Sales Positions
  • 23. Document Pay Plan & Bonus Structure that reflects taller Internet sales funnel * July 2006 Interactive Marketing Budget
  • 24. Lead Volume puts pressure on response times as a factor of staffing levels!
  • 25. Organizational Structure Determines Process Capabilities and Monitoring % of Statistical Top 4 Ways Purchase Purchase* Correlation to Close Dealer Response Attributes Respondents* among the Factor of who DID More Sales Experienced by Customers within NOT Leads who Response attribute to Leads DID experience Received 24 hours of Submitting an Inquiry the attribute Experience with Vehicle Purchase the attribute Make Direct Phone Contact with Customer #1 (after sending Email w/availability & prices) 17% 27% 11 #2 Send Price Quotes by Email to Customer 20% 27% 9 Contact Customer more than once by Email #3 and Telephone (within First 24 Hours) 21% 25% 5 Make sure Customers are either Completely or #4 Very Satisfied with the Lead Response 21% 24% 3
  • 26. Staffing Determines Process Execution Capabilities and Monitoring Customer goes online and submits Lead Internet Sales Specialist ISS) reviews lead, selects 4 vehicles for Price Quotes Sends email with Quotes & Cars BDC Staff makes initial phone call, collects customer info, sets up an appointment for the ISS If no appointment, ISS Contacts customer and seeks appointment and/or agreement
  • 27. Lead Process Maps should be indexed to email templates, phone scripts and word tracks so that dealership employees have a “paint by numbers” guide to what is expected when a lead is received. This process map focuses on the first 12 hours after a new lead is received.
  • 28. Lead Process Maps should contain brief explanations for the logic and execution tips for employees to review before actually using the email templates, phone scripts and word tracks. Actual template illustrations make it easy for dealership employees to recognize the right template or document when they see it in their CRM tool.
  • 29. When Lead Process Maps are indexed to correspondingly numbered email templates, phone scripts and word tracks, the dealership is far more likely to execute the repetitious tasks that create customer experiences which correlate with higher sales closing ratios. The best process maps break down email and phone contact processes into separate flows so that they can be executed by different resources when scaling up lead volumes and organization structures.
  • 30. Have a defined process for “closing out” unsold leads Although many car guys will say they believe in the concept of following up until prospects either buy or die… Large scale lead generation through highly effective marketing practices requires that scarce resources be allocated to where they will generate the most sales. Outsourcing followup on leads that have reached a designated status (dormant) or assigning them to alternate resources such as a BDC will allow ISS’s to stay focused on the 50% of the leads that buy, and do so within the first 10 days
  • 31. LMP Scoring Index Objective Review of Dealership Employee Lead responses encourages consistency and creates a numeric accountability – an LMP Report Card for Dealer or GM review…
  • 32. Nothing has more impact on results than phone contact with the customer! Outbound phone calls, ongoing phone follow-up and responding to emails requires adequate staffing and skill levels
  • 33. Telephone Process • 85% of Web visitors who contact the dealership before coming into the showroom, use the phone • Direct Phone contact (after responding to an Internet lead by email), has the greatest impact on increasing sales closing ratios Phone Follow-Up Sales Strategy: • Focus on having a set of objectives in front of us, each time we make an email follow-up call • Word Track Forms (scripts) are used for training and collecting customer information during each call that is made immediately after sending personalized email response
  • 35. Top 10 Reasons To Use Hire The Winners 1. Find out why your lowest producers aren't producing. 2. Learn what the potential is of every sales consultant on your team. 3. Discover opportunities for improvement for each sales consultant and how you can focus your training for immediate improvement. 4. HTW can show you how to find and recruit excellent talent to grow and improve your sales team. 5. HTW has tools to help make informed hiring decisions and get best talent available. 6. HTW provides you with tools that allow your sales team to practice on the simulator not the public (Lost sales from poorly trained sales consultants are killing us). 7. HTW provides you with a hiring process and support to strengthen your management teams interviewing skills and, if used correctly, will provide you with information you need to bring on the best talent available. 8. HTW provides you with tools that show you what the sales applicant can and can't do when put into the automotive sales situation. You will know in 20-30 minutes the potential of every candidate. 9. Tools that will assist you in creating customers in a challenging market (What you can do to cause more customers to visit your store without raising your advertising budget). 10. (see link below) Free Trial: www.hirethewinners.com/adm
  • 36. Actual Graduate Class  Recruiting 2.0 ◦ Place job opening on 100’s of job boards including Monster, Career Builder, Indeed, Simply Hired, Zip Recruiter, Craigslist, Facebook, Twitter, Myspace, LinkedIn, Google+ and MORE. Nobody used more resources than AutoMax! ◦ Schedule & conduct ALL interviews & screen applicants using The Car Sales Simulator. (We have a team of people that interact with and schedule interviews with thousands of potential hires each week)  The Car Sales Simulator Uses interactive video to present potential salespeople with a set of decisions that will either lead to the sale or the GSM’s office for a “talking to.” ◦ For those that make it through the interview & screening process either we’ll conduct the training or you can. (We have multiple packages) ◦ From porters to presidents, we will interview, screen and train internet sales managers, BDC reps, social media managers, sales people, sales managers, service advisors, general managers and more!  Low Fee, Turn Key, With A Satisfaction Guarantee!  25% discount for all attendees present! AutoMaxRecruitingAndTraining.com | 800-878-5090 Video From Craig
  • 37. Ralph Paglia Cell: 505-301-6369 RPaglia@gmail.com www.RalphPaglia.com Reference Links: http://www.ADMPC.com http://slideshare.net/RalphPaglia http://www.hirethewinners.com/adm http://www.Automax.com