Phone Pop 5 Performance Acknowledgment

Tap each box to acknowledge

• I will use the Phone Pop 5 process on every inbound sales phone call whenever applicable, and I understand that consistent use of it is an essential responsibility of my position.
• I understand that my voice should be upbeat, clear and always in a positive tone. I will be friendly and helpful, and will ask questions such as “How is your day going?” or “What city are you calling from?” instead of leaving dead space while I research for the customer.
• I understand that my inbound phone calls are recorded and may be reviewed and graded by dealership management and/or the TSB Online coaching team, and may be used for coaching and in training sessions.
• I understand that, as part of this evaluation, one or more of my inbound sales calls will be reviewed and graded each month.
• I understand that my performance will be measured using the Phone Pop 5 standards, including my ability to consistently execute the required process.
• I understand that my Appointment KPIs will be monitored, including:
  • Set Appointments
  • Shown Appointments
  • Sold Appointments
  • Appointment Closing Percentage
• I understand that if I cannot set an appointment with a customer who appears to be in the market to buy a car, I need to get a “Manager Assist” immediately.
• I understand that failure to consistently follow dealership processes, after coaching and training, may result in corrective action in accordance with dealership policies, up to and including further disciplinary action.
• I understand that the purpose of this program is to improve customer experience, create more qualified appointments, increase appointment show rates, and ultimately improve sales performance.