Page 2 - Agent Handbook 9.14.21

Table of Contents

Intro to GEC ……………………………………………………………… Pg. 1
Dealership Contact List ………………………………………………… Pg. 2
Daily to Do’s……………………………………………………………… Pg. 3
Who should I call?................................................................................... Pg. 5
CDK Timeclock Instructions…………………………………………….. Pg. 6
Inbound Call Script……………………………………………………… Pg. 8
Notes Page………………………………………………………………. Pg. 9
What is eLead?........................................................................................ Pg. 10
Corporate Internet Dashboard………………………………………… Pg. 11
Text Messaging…………………………………………………………... Pg. 12
Statistics …………………………………………………………………. Pg. 13
Appointments Box………………………………………………………. Pg. 13
Notes Page……………………………………………………………….. Pg. 14
How to work a lead……………………………………………………… Pg. 15
HoverTool………………………………………………………………… Pg. 17
eLead Status Codes…………………………………………………….. Pg. 18
SIMS Status Codes………………………………………………………. Pg. 19
Setting Appointments…………………………………………………… Pg. 20
Setting Appointments /Red Triangle ………………………………….. Pg. 21
Setting Appointments/Purple Triangle………………………………… Pg. 22
Other Appointment Policies……………………………………………. Pg. 23
Manual Appointments Policy…………………………………………… Pg. 25
Primary Status………………………………………………………….…. Pg. 26
Bad Leads / GEC Email Assistance………………………………….…. Pg. 27
Store Email Assistance…………………………………………………… Pg. 28
Cadence Schedule………………………………………………………. Pg. 29
Calendar Organization………………………………………………….. Pg. 30
eLead Skill Check………………………………………………………… Pg. 33
Darwin Leads……………………………………………………………… Pg. 34
BlackBook…………………………………………………………………. Pg. 35
Apollo Campaign Leads………………………………………………… Pg. 36
Unsolds……………………………………………………………………. Pg. 39
Trigger Phrases…………………………………………………………… Pg. 41
Store to Store Transfers………………………………………………….. Pg. 42
Shipping……………………………………………………………………. Pg. 43
Preference Setup…………………………………………………………. Pg. 44
Email Templates………………………………………………………….. Pg. 45
Checking KPI’s……………………………………………………………. Pg. 46
Vocabulary………………………………………………………………... Pg. 47
Brand Warranty…………………………………………………………... Pg. 49
Technical Issues and Answer……………………………………………. Pg. 50