Sales CRM

CRM LEAD & DEAL MANAGEMENT SOP – CARMANANA

A. PURPOSE

To make sure every deal and every lead in the CRM is:

• Actively worked

• Clearly owned by someone

• Moved forward or properly closed
  No dead deals, no black holes, no confusion.
  
  

B. SCOPE

This SOP applies to:

• All team members using the CRM (sales, facilitators, coordinators, controllers)

• All:

  • Deals / Orders (live and organic)

  • Leads (inquiries / price shoppers)

  • Pipelines and unassigned deals labeled to “CarManana”

C. KEY DEFINITIONS

1. Live Order

   • Client is ready to move

   • Active buying process (hot / warm)

   • Should be worked actively, not parked on hold
     
     

2. Organic Order

   • Came in naturally, not urgent or time-sensitive

   • Long-term / future interest / waiting on something

   • Can be on hold with a clear reason and follow-up date
     
     

3. On Hold

   • Temporary pause with:

     • Clear reason

     • Next action date

     • Recent contact attempt (call or email)

   • On hold does NOT mean abandoned
     
     

4. Lead

   • Someone who submitted an inquiry or form

   • They have NOT received a price yet

   • Your job: needs assessment and understanding what they want
     
     

5. Price Shopper

   • Mainly asking “What’s the price?”

   • We do NOT quote prices at this stage

   • We collect options of vehicles they want first
     
     

D. CRM DEAL RULES – ON HOLD VS WORKING

1. Basic Rule

You are either:

• Working on a deal, or

• Not working on it

There is no “kind of” working on it.

2. When You Can Put a Deal On Hold

• Allowed mainly for organic orders:

  • Client is 3–6+ months out

  • Client is waiting on financing or another event

  • Client requested follow-up at a later date

• Live orders should NOT sit on hold:

  • Live = active and ready client

  • Live orders must be:

    • Actively worked, or

    • Properly closed (lost / no response)
      
      

3. Requirements Before Putting Any Deal On Hold

Before you set a deal to On Hold:

• Call the client

• If no answer:

  • Leave a voicemail (if appropriate)

  • Send an email

• Update the CRM with:

  • Status: On Hold (correct sub-status if available)

  • Reason: clear note (e.g., “Client waiting on financing until Jan 15”)

  • Next follow-up date

  • Activity note for your manager

If there is no call or email attempt, the deal should NOT be on hold.

E. DEAL OWNERSHIP – TAKING & ASSIGNING DEALS

1. Deals Assigned to “CarManana” or Unassigned

In the CRM, check:

• New Orders

• All pipelines

For any deal:

• Assigned to “CarManana”, or

• Unassigned
  
  

Your responsibilities:

• Go into the relevant pipeline

• Filter/search for “CarManana” or unassigned deals

• For deals you will work:

  • Assign the deal to yourself

  • Review all client info and history

  • Begin contact the same day

We do NOT leave deals sitting on “CarManana” with no owner.

2. Once You Take a Deal

Once you assign a deal to yourself, you are responsible for:

• Contacting the client

• Updating statuses

• Logging activities

• Moving it through the pipeline or closing it properly

If you can no longer work a deal (e.g., offboarding, extended absence), notify your manager so it can be reassigned.

F. LEADS SECTION – OUTBOUND CALLING PROCESS

We keep a Leads section in the CRM. These are people who signed up for an inquiry.

Important:

• No prices are quoted at this stage.

• Your job is needs assessment.
  
  

1. Setting Up a Power Dialer Sequence

• Go to the Leads section

• Select the leads you will work (as per priority or manager guidance)

• Create a power dialer sequence:

  • Ensure phone numbers and names are correct

  • Prepare to call through the list efficiently
    
    

2. Using Outbound Scripts & Call Compliance

When calling leads:

• Use the approved lead outbound scripts

• Follow all call compliance rules:

  • Proper introductions

  • No false promises

  • Respect privacy and do-not-call rules
    
    

3. Voicemail Drops

If there is no answer:

• Leave a pre-recorded voicemail (if system allows) or a standard voicemail

• The voicemail should:

  • Identify you and the company

  • Reference that they inquired about a vehicle

  • Invite them to reply or call back
    
    

• Log the activity as:

  • “No answer – VM left” or “VM Drop”
    
    

G. LEAD HANDLING – NEEDS ASSESSMENT, NOT PRICING

1. Goal of First Contact

The first contact is for needs assessment only:

• What vehicle(s) they’re considering

• Timeline

• Location

• Budget range (if they want to share)

• Requirements:

  • Brand

  • Model

  • Year range

  • Mileage

  • Colours

  • Any special preferences
    
    

You do NOT:

• Quote final prices

• Negotiate numbers

• Lock in anything on the first call
  
  

2. Handling Price Shoppers

If the lead is focused on price:

• Explain that we work across multiple sources and markets

• To give them anything accurate, we need to know:

  • Which vehicles they are open to

  • Brand, model, year, mileage, etc.
    
    

Collect:

• Multiple vehicle options they are willing to consider

• What matters most (price, spec, delivery time, etc.)
  
  

Document all details in the CRM for internal follow-up.

H. ACTIVITY LOGGING & MANAGER UPDATES

After every outbound action (call, voicemail, email, text), you must log an activity in the CRM.

Each activity should note:

• Contact type:

  • Call / Voicemail / Email / Text
    
    

• Outcome:

  • Connected – needs assessment done

  • Connected – follow-up required

  • No answer – VM left

  • No answer – no VM

  • Wrong number / bad email
    
    

• Summary:

  • What the client wants

  • Any objections or concerns
    
    

• Next step and due date:

  • Example: “Send 3 options by Friday”

  • Example: “Call back in 2 weeks”

This keeps managers updated and prevents deals from getting stuck.

I. PIPELINE FLOW – CLEARING BLOCKAGES

Our goal:

• Clear the leads and deals we already have

• Move them into the correct pipeline stages

• Keep everything flowing without blockage
  
  

1. Minimum Daily Workflow

Every working day:

• Review your My Deals and My Leads

  • Check on-hold items

  • Check overdue follow-ups
    
    

• Clear On Hold items:

  • If follow-up date is today or past due, take action

  • Move the deal forward or close it properly
    
    

• Work the Leads section:

  • Run your power dialer

  • Make your outbound attempts

  • Log activity for each lead
    
    

• Sweep unassigned / CarManana deals:

  • Take ownership of deals you will work

  • Or flag questionable ones to your manager
    
    

• End-of-day check:

  • No live orders stuck on hold

  • No lead with zero activity after you touched it
    
    

2. Acceptable End States for a Lead or Deal

Every lead or deal should be in one of these states:

• Active and being worked (clear owner, clear next step)

• On Hold with reason and follow-up date (only where appropriate)

• Closed – Won

• Closed – Lost / No Response (after reasonable attempts)

• Reassigned (with manager’s direction)
  
  

J. COMPLIANCE & PROFESSIONAL CONDUCT

All team members must:

• Use approved scripts for outbound calling

• Follow compliance rules for:

  • Introductions

  • Disclosures

  • Data privacy

• Never:

  • Promise prices we can’t honour

  • Misrepresent the company or service

  • Harass clients with repeated calls or messages

• Respect:

  • Do-not-contact requests

  • Telemarketing and privacy laws in each region
    
    

K. QUICK CHECKLIST FOR AGENTS

Use this as a quick checklist:

• I only put deals On Hold after a call or email attempt.

• Live orders are never parked on hold without activity.

• I regularly pull deals assigned to “CarManana” and take ownership when I work them.

• I use the Leads section and power dialer to clear inbound leads.

• I use approved outbound scripts and compliant voicemail messages.

• I do a proper needs assessment before any pricing is discussed.

• For price shoppers, I collect multiple vehicle options they’d consider.

• I log every outbound activity with summary and next step.

• Every lead/deal is Active, On Hold (with reason and date), Closed, or Reassigned – nothing is stuck.