Telephone Lead Effectiveness™ (TLE™)

Most times the first contact a motor vehicle shopper will have with a dealership is by telephone or internet.  Yet we also know that the manner in which dealerships handle telephone or internet leads today often leaves much to be desired.  Unlike in-person sales effectiveness, which is at least out in the open obvious to managers who pay attention to it, telephone lead effectiveness can be invisible to dealership management without Pied Piper PSI – TLE.

Like Pied Piper PSI® in-person sales mystery shopping, both Internet Lead Effectiveness™ (ILE™) internet mystery shopping and TLE telephone mystery shopping measures those specific sales behaviors proven most likely mathematically to drive the desired outcome; which is defined as getting the person to visit the dealership.  While different dealerships follow different approaches to handling internet/email and telephone leads, Pied Piper PSI – ILE/TLE measures only those specific behaviors proven to turn internet/email and telephone shoppers into buyers. 

The single highest predictor of a dealership NOT making the most of their internet/email lead process is lack of a timely response to inquiries.  However, there are also many additional behaviors which are almost as important.  ILE measures 19 different behaviors, and reporting is provided not only for each behavior, but also summarized into four categories:

1. Timeliness of Response
2. Dealership/Salesperson Identification
3. Quality of Communication
4. Forwarding the Sale

Similarly, TLE measures 17 different behaviors within three categories:

1. Dealership/Salesperson Greeting
2. Salesperson Interaction
3. Forwarding the Sale

For more information about Pied Piper PSI – Telephone Lead Effectiveness™ (TLE™) and Internet Lead Effectiveness™ (ILE™) please go to www.piedpiperpsi.com

Examples of Pied Piper programs:

• Prospect Satisfaction Index® (PSI®)"Mystery Shopping" to Turn More Shoppers into Buyers™.
  • In-Person
  • Internet/Email
  • Telephone
• Defector Diagnostic Survey™ to Learn to Keep More Customers.
• Retail Effectiveness Monitor® to Measure and Improve the Overall Customer Experience.
• Dealer Health Check™ to Measure, Diagnose and Improve the Overall Sales Effectiveness of Individual Dealerships.
• Dealer Performance Bonus Programs to Increase Manufacturer and Dealer Profitability while Paying for a Better Customer Experience.
• "Spin-to-Win" Sales Incentive Programs with Reloadable Debit Cards to Encourage Effective Salesperson/Dealership Behavior
• Other Examples: Facility Evaluation/Audit Programs to Encourage Facility Improvement and Upgrades, Pied Piper Purchase Funnel™, Lease Return Programs, Vehicle Delivery Programs, Co-op Advertising Programs, Point-of-Sales Kiosk Programs, Brand Image Element Leasing Programs, Best Practices and Management Consulting.

Go to www.piedpipermc.com for more details about Pied Piper Management Company LLC.