Page 26 - Agent Handbook 9.14.21

Appointments – Policies for Set, Shows and Sold

▪ The appointment must be “scheduled” in elead before the guest arrives. An appointment
that is scheduled or shown after a guest arrives to the dealership is not a valid set or shown
appointment.
▪ There are times the agent is working with dealership management and obtains a
confirmation to “set an appointment” for the guest. When this occurs – this should be clearly
documented in the notes of the guest record

▪ If there are duplicate appointments due to a merge, whoever created the appointment first
gets credit.

▪ When a guest is “mailed out” their paperwork prior to coming to the dealership for delivery
of the vehicle – or having the vehicle delivered to their location:
o The agent will get 1 show and 1 sold when the vehicle is delivered

o Agents should not set a second appointment for when the guest comes to take
delivery of the vehicle.
▪ If an agent makes an appointment for a specific dealership, and the guest shows up to
another dealership and purchases a vehicle, you will not get credit for the show or sold.

▪ You do not get credit for lease returns unless the customer purchases or
leases another vehicle.

▪ You do not get credit for trade appraisal appointments unless the customer purchases or
leases another vehicle. If you have a customer, come in for an appraisal appointment, and they
come back within a day and buy a car, you will get credit for that sold as well.

▪ For leads that come in from the web site where the guest wants to schedule a test drive – the
GEC agent can not automatically set the appointment for the date indicated. The lead does
not include a time – and the GEC agent must reach out to the guest to obtain the desired time –
and then can schedule the appointment

▪ If multiple cars sell for an appointment you set for one car, you will get credit for multiple
cars.

▪ When a client shows up and the EG does not know they are coming, OR they are off, it
creates an unpleasant experience for the guest. Management reserves the right to not award an
appointment when this process is not followed.

▪ Agents must use best efforts to ensure they are setting an appointment for a valid SIMS
status code and not vehicles that are sold, have deposits, on hold, etc. Management reserves
the right to not award an appointment when this SIMS status code process is not followed.

▪ Appointment deletions are approved if they are:
• An accidental duplicate made by the system or human error.

• duplicate created through a merge.

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