Internet Sales Manager

Description

The Internet Sales Manager is responsible for managing the dealership’s internet-generated sales opportunities and digital customer inquiries from initial contact through appointment, vehicle selection, and transition to the sales and F&I process.

The Internet Sales Manager oversees online leads, website inquiries, third-party lead sources, telephone and electronic communications, appointment scheduling, customer follow-up, CRM activity, and Internet Sales/BDC personnel, as applicable. The position is responsible for maximizing lead conversion and vehicle sales while ensuring that all communications, pricing representations, advertising, and customer interactions comply with dealership policies and applicable law.

The Internet Sales Manager works closely with Sales Management, F&I, Marketing, Inventory, and dealership leadership to provide a consistent customer experience across digital and in-person channels.

The Internet Sales Manager's responsibilities include:

• Manage and respond to sales leads received through the dealership website, manufacturer websites, third-party lead providers, online marketplaces, social media, email, telephone, text messages, and other approved sources.
• Ensure internet leads are promptly assigned, contacted, documented, and followed through the dealership's CRM system.
• Establish and monitor response-time and follow-up standards for internet leads.
• Communicate professionally with prospective customers by telephone, email, text message, and other dealership-approved communication methods.
• Identify customer needs and assist customers with vehicle selection, availability, features, pricing, appointments, and other preliminary sales inquiries.
• Schedule dealership appointments, test drives, vehicle demonstrations, and other customer visits.
• Confirm appointments and conduct appropriate follow-up with customers who do not appear for scheduled appointments.
• Maintain ongoing communication with prospective customers consistent with dealership communication policies and customer preferences.
• Coordinate with sales personnel and managers to ensure a smooth transition from online inquiry to dealership visit and vehicle purchase or lease.
• Maintain accurate customer and lead records within the dealership's CRM.
• Track lead sources, appointments, show rates, sales, closing ratios, response times, and other performance metrics.
• Monitor internet inventory listings for accuracy and promptly report discrepancies concerning vehicle availability, pricing, mileage, equipment, photographs, or descriptions.
• Coordinate with management and marketing personnel concerning website content, online promotions, lead-generation campaigns, and digital advertising.
• Ensure customers receive only current, management-approved pricing and promotional information.
• Participate in sales meetings, training, and performance reviews.
• Assist in developing scripts, templates, workflows, and follow-up campaigns for internet leads.
• Supervise Internet Sales Representatives or BDC personnel, if assigned.
• Train employees regarding CRM procedures, customer communications, lead management, advertising requirements, and dealership policies.
• Review lead activity to identify missed opportunities, abandoned leads, duplicate leads, and deficiencies in customer follow-up.

In order to help drive leads, you will also be responsible for maintaining the organization, cleanliness, and appearance of dealership vehicles and assisting with the safe and efficient movement of vehicles throughout the dealership.

• Move and park vehicles throughout the dealership lot and service areas.
• Maintain an organized, clean, and presentable vehicle lot.
• Photograph inventory vehicles to post on various websites.
• Assist with receiving new and used vehicle inventory.
• Check vehicles for obvious damage and promptly report concerns to management.
• Retrieve vehicles for customers, sales personnel, and service personnel.
• Assist with dealer trades, vehicle fueling, and transportation as assigned.
• Maintain cleanliness of dealership lots and vehicle staging areas.
• Follow dealership procedures for keys, dealer plates, and vehicle security.
• Operate all vehicles safely and comply with dealership safety policies.
• Perform other dealership support duties as assigned.

The Internet Sales Manager is responsible for maintaining an organized lead-management process from receipt through final disposition.

Each lead should be…