Page 28 - Agent Handbook 9.14.21

Primary Status

Position Primary (PP) Definition

• Used by the managers to assign a client advisor a task before a guest arrives (e.g., get pictures)
• If you are assigned as a PP – you can see this guest in your planner

• There can be more than one PP for a guest (e.g., Client Advisor and GEC agent can both be PP for
a guest)
• The agent listed as the primary agent on the guest profile gets credit for the sold on the
profile

• Key policies regarding Primary Status follow:
• Whoever works the lead first gets primary status

• Primary can be lost if the lead or guest response sits for more than 15 minutes. This includes text
messages and emails.

• If a lead is on the dashboard for more than 15 minutes and worked by another agent, the original
agent must provide the assisting agent at least 15 minutes before they can begin working the lead
again

• Primary status can be lost for any leads that have not been worked for over 72 hours.
• If the primary agents place a lead under GEC review/manager review, another agent can pick up
this lead, work the lead and be primary.

• An agent cannot be added as primary for unsold follow ups done by a dealership sales
associate. If the sales associate sets another appointment and the vehicle sells, the GEC agent will
get only one show for the initial appointment and no sold.

• The GEC agent can be added as the primary – for campaign or showroom up at 24+ hours of no
contact from the dealership sales associate – yet only if you do an outbound unsold follow up call.

• If there is an agent on the profile, the agent who does the unsold follow up outside of 24 hours will
get the appointment and the primary agent will get the sold.
• If no contact has been made in 72 hours, the agent doing the unsold follow up will be made
primary and get the show and sold both.
• For inbound calls, agents must wait 72+ hours to be added to as the primary. This means, if no
communication has occurred from the EG or the agent on the file within the past 72+ hours, you
will become primary on the deal.

• If a guest calls in within the 72 hours and an agent makes an appointment, the setting agent will
get the show and the primary agent will get the sold

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