FAQ: Internet Lead Management 

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  1. How do I answer a New Lead?

    1. Before starting, once in the Internet Lead Manager, check to see if the Lead has a phone number and an email address.

    2. Next, click on the Phone button and log your phone call.

    3. Finally, click on the email button and send an email.

      1. Make sure to select a Next Contact Date and check the box that says, "Mark my open contacts completed" or the system will prompt you to follow up with the Customer again tomorrow.

  2. Where do I find my new Internet Leads and Emails?

    1. Click on the Internet Lead Manager at the top of the page or you can go to the Customer tab and click on the Internet Lead Manager.

  3. Why did this lead not go to (Insert employee here)?

    1. Was the employee you expected to receive the lead set to receive leads during that time period? Things to look for are whether or not the master check mark to receive leads is turned on under the employee maintenance screen, that the day is check-marked or that there are times set for that day and the lead came in between those hours. This is the most common cause of leads going to the wrong person.

    2. If so, is there a round-robin rule that assigned the lead to the person who received it. The order of round-robin rules is the next most common cause. If the wrong employee received the lead, look at the round-robin rules above the one that assigns this lead to the employee. Is there a rule there that would apply to this lead? If so, the rule for this employee should be moved above the other rule, as the first rule that applies to the lead assigns the lead.


  4. I need to know how to set up my (Lead Source) to go to certain employees.

    1. This is done through the round robin. Under the Main Menu, pick Maintenance, then Custom Settings. In the first column of options, look for the Internet Leads Round Robin. If this is check-marked, there should also be a link that says Manage. If it is not check marked, the link will not appear. Check mark the box and click save at the top. Once the link appears, you can create rules for assigning leads. Please refer to the training videos for more help on this function.


  5. Why don't I receive notifications regarding new leads and/or emails after hours and on the weekends?

    1. If you would like to be notified of emails and new leads that arrive outside of store hours, make sure that your Notification schedule in your employee profile is set to 24/7 and for every day of the week.

    2. Notifications do not queue up in the system: If an event occurs outside of your specified Notification Schedule, then you will not receive the notification via your mobile device.


  6. Can I receive my leads to my Phone?

    1. Yes, you can.  In most cases, this must be set up by a manager.

    2.  Inside your Employee Profile (under the Manage Employees screen), make sure there is an e-mail address in the PDA E-mail Address box and a checkmark in front of "Emails/ILeads to PDA."

    3. Responding in this manner will allow you to answer in an expedient manner while stopping the clock on response time.


  7. How do I Reassign Internet Leads one-by-one?

    1. From within the Internet Lead itself, you can click on the Salesperson's name and select the Salesperson to whom you would like to Reassign the lead and click Save.


  8. Does Car Research's Internet Lead Manager have a "vacation setting" that allows you to temporarily redirect new leads to another Salesperson from X date to X date in the future without modifying all of my lead distribution rules?

    1. Yes! Go to Maintenance and click on Reassign Internet Leads and then select the Employee you would like to reassign leads from and the Employee(s) you would like to reassign leads to and then select the date range to which you wish for these temporary rules to apply.


  9. How do I create an automated email follow-up schedule for Internet Leads?

    1. Go to the Maintenance tab and click on the Internet Follow Up Schedules.

    2. Click on the "New" button and a Dialog Box will open that will prompt you to name the Internet Follow Up Schedule that you are creating (ex. New Chevy - unresponsive).

    3. Below, you will need to enter the # of days after the lead arrives, specify the "Send From" option and choose the email from the "Email" pull-down menu.

    4. Also, be sure to check the box that says, "Stop Schedule if E-Mail Received" so that the Customer won't receive additional automatic emails.


  10. How do I assign an automated email follow-up schedule to an Internet Lead?

    1. Click on the Internet Lead and in the second column from the left called "Lead Information", you will see a "Schedule Date" field. This is where you specify the date from which the Schedule starts.

    2. Just below that, you will see a "Schedule" pull-down list. This is where you select the Email Schedule that best applies to that Internet Lead.


  11. How can I check to make sure that my Internet Leads are being answered?

    1. At the top of the XRM application, you will see the 6th button from the left. It is a globe with a network cable coming out of it and if you mouse over it, it will say Internet Lead Manager.


  12. How do I manage Internet Lead Distribution?

    1. There are several ways to accomplish this task:

      1. The simplest way to accomplish an evenly distributing Round Robin setup is to go to the Employee Profile and then click on the box next to Internet Leads in the top right corner.

        1. Also, make sure to select All, New or Used from the pull-down menu under Leads to Receive.

      2. Additional Lead Distribution Options are available by going to the Maintenance tab and clicking on Custom Settings and then clicking on Manage.

        1. Here, we offer options to distribute leads based on Lead Source, Make, Model, New/Used, a Weighted Round Robin and more!

        2. To set up a new Lead Distribution Rule, click New. Make sure to type a Description that you will recognize later.

        3. Next you can select a specific Lead Source, Make Model, Stock Number (Starts With), Lead Type and then the Salespeople to get the lead.

        4. Make sure to enter the number of Leads each Salesperson should receive in relation to one another. A setting as follows, Salesperson A = 2 Leads and Salesperson B = 1 would result in Salesperson A receiving twice the leads as Salesperson B.