Market: Leads
Leads Overview
What are Leads?
A "Lead" is a general term for the contact that a customer has made with the dealership, usually in the form of a request for additional information and or ministration. Leads can come from a myriad of sources in a variety of different forms.
Market vs Non-Market Leads
While most leads that a store deals with are first processed within Market before being distributed and accepted by dealership staff, some stores may have leads that are generated from other sources (Manufacturer, Rapid Response, Etc.)
If these leads come to you directly from these sources and are not entered in Market automatically, we will not be covering those here. Your store will handle the administration and distribution of these directly.
How Does the Lead Process Work?
For the leads that are processed by Market first, here is the basic process that a lead goes through.
Once the lead is received by Market, the details provided by the customer are interpreted by Market.
Once the lead is interpreted, Market looks at the distribution rules that are set up in conjunction with Managers at the dealership. Based on the settings of the distribution list, a lead notification will be dispatched to everyone attached to the distribution list. For those of you reading this and wondering how to be set up to receive leads: Please ask your manager to reach out to us, do not reach out to us directly.
The notification that is sent is not a copy of the lead, but rather a claim lead notification. We do not provide lead details in the notification in order to reduce cherry-picking. Your email notification will look like this:
Selecting the "View" button will take you to a screen where you can claim the lead. The process of claiming the lead just requires you to select this claim button before anybody else does:
Once the lead has been claimed, it will be assigned to whoever was the first to click the button. This means that nobody else will be able to work on it while it's assigned.
Working the Lead
After you've successfully claimed the lead, here are the basics of how to work with the lead. First, select leads from the navigation bar on the left
This will take you to a list of all the leads that are currently assigned to you. As with anything else in Market, if you wish to adjust the filters to change what's displayed to you, select the filter button at the top. This will allow you to narrow down your view to something more specific if you're looking through a larger list of your leads.
Once you've got your list of leads, a control panel will be visible alongside the lead. This is important for you to be familiar with, as you will use this for every lead you receive.
The first button in this control panel will take you directly to the customer's profile in Market. When leads are received, the information provided by the customer is matched to our existing customer database. If a match is found, it will attach directly to that customer profile.
The second button will take you directly to the opportunity that was created alongside the lead, or, will create an opportunity if one was not automatically created.
A quick note on automatic opportunities. Lead types that are considered as "Sales" will have opportunities created automatically when the lead is claimed. This includes types like "New Sales" "Used Sales" and "Trade-In". Once a lead is attached to the opportunity, lead details will also be visible directly from within the opportunity:
The third button will allow you to view the lead.
This button will allow you to archive the lead, in order to reduce clutter in your leads inbox. Leads that have an opportunity automatically created are also automatically archived. For the rest, they need to be archived manually.
The final button is how we mark a lead as junk. Unfortunately, we do get leads that are spam, fake, etc. from time to time, and this is how we can denote that.
Additional Information
Notification Types
Leads are traditionally delivered via email. However, Market also allows leads to be delivered via SMS additionally, or instead of. If you wish to enable SMS notifications, here is how you do so:
Click Here
Distribution Types
Lead notifications are typically sent to all users at the same time, and the person who gets to work the lead is whoever claims the lead the fastest. This is referred to as PDQ. This is the majority of leads that are distributed through Market. There is also a round-robin type lead, in which every subsequent lead is distributed to the next person on the lead list, and the order will repeat after the entire list has been completed. Additionally, you may also encounter some leads that are assigned to you directly by a manager.
FAQ
Where is my lead notification?
If you're not getting leads, first, make sure that you're on the distribution list for the lead. Please ask your manager to check in Market to make sure your name is there.
Second, check your junk/spam/other folders in your email to make sure they aren't being moved somewhere unexpected.
Third, check that your notifications are set correctly, as demonstrated here:
https://gait.zendesk.com/knowledge/editor/01HFT59FQY077DZG2HZNQ8HPEW/en-us?brand_id=2879686
Finally, if you're still not able to find them, have your manager reach out to us by emailing marketsupport@goauto.ca
Still Need Help?
What do I do if I have questions, or if something isn’t working as expected?
Reach out to us at marketsupport@goauto.ca and we will be happy to help!