On this VINCUE Accelerate Live, Danny Zaslavsky walks you through a day-in-the-life of a successful vehicle buying center buying agent.
What makes a good automotive salesperson does not necessarily make a good VBC Buying Agent.
A good VBC Buying Agent understands that buying someone’s car is less transactional and more relational. It’s about understanding the seller’s motivations and helping them solve a problem by buying their car. VBC Buying Agents are more teachers than anything, and the entire process is more art than transaction.
During this VINCUE Accelerate Event, VINCUE Managing Partner and Dealer Principal at Country Hill Motors, Danny Zaslavsky, walks you through a day-in-the-life of a VBC Buying Agent. He shares some tips and tricks on how to communicate with sellers, as well as best practices for using VINCUE VBC to work faster and smarter.
VINCUE Accelerate is an exclusive learning and networking opportunity for VINCUE customers. You can join the VINCUE Accelerate program on Facebook.
Good afternoon. This is Danny Zaslavsky with VINCUE and Country Hill Motors. I’m excited that you guys are here. We’re going to take just a few minutes to let folks join, but we’re going to be talking today about what the day, a day in the life of a vehicle buying center agent looks like. So, at any point, I encourage you please to go into the comments, and ask any questions that you want to ask. Then, also at any point, you can reach out directly to me, email@example.com, or you can reach out to your performance manager if you have any questions related to any things that I share today.
So, if you’re just joining, do me a favor and in the comments, just let me know what dealership you’re with, so I can see who’s joining us. Then, just to remind you, you can ask any questions, but we’re just hanging out here just for a few moments to let folks join. Again, today we’re going to be talking about what the day in the life of a VBC agent looks like and what they should be focusing on and how they are getting opportunities and then converting those opportunities to purchases.
So, okay. Well, let’s get started. So, today, we’re talking about a day in the life of a VBC agent. For those of you that have an established vehicle buying center at your car dealership, we’re going to talk about what are the different ways you can set that up and who your VBC agents are reporting to. For those of you that don’t have one, we’re going to talk about how to begin so that we can make sure your folks are using their time in the best possible way.
So, I’d like to start with this slide. This kind of demonstrates the different ways a vehicle buying center can be set up at your store. So, traditionally, you could have a person that is in charge of doing the appraisals. Usually, that’s a used car manager. That person knows how to appraise a car, and they can make the acquisition if need be. You can incentivize your sales team and say, “Hey, we’ll pay 200, 300.” I’ve even heard stores paying $500 per acquisition and drive leads to your store that way, but I will tell you that is a pretty ineffective way to do that.
So, what we want is for you to consider having a dedicated person who is buying cars from the public, and that’s where we’re going to be focusing our time today within the system and how they should be utilizing their time. Now, one of the first lessons is here. For those agents that are making those acquisitions, the differentiator really is, are they able to do an appraisal or not?
If they are able to do an appraisal, we still want to be able to give them a wing person, right? That wing person may be a used car sales manager that is approving that appraisal and or they’re a person that they can go to on a TO when they’re working those, or if the vehicle buying center agent can’t do an appraisal, they can still utilize the software to get close. The used car manager has the ability to now go on the back end of VINCUE and dial in how he wants those appraisals to fall, whether it be cost to market, price to market, or really any indicators that that store is using in order to identify the right price range of an acquisition.
So, we can talk about that a little bit more, but that’s also something that you could ask your performance rep on how to curate those numbers. Now, the best scalable option is to have a dedicated VBC. That’s where you have vehicle buying center agents, and here’s where we start to get into KPIs. So, I’m going to transition to something that you can get from me by reaching out to firstname.lastname@example.org, or you can ask your performance manager.
So, the first thing here is a job description. So, when you are either hiring or deciding to take one of your existing agent, maybe they came from a VBC background and putting them into a position that they’re now the vehicle buying center agent, here is a example of a good job description. We can send you this and so that you can go over it with them, but I want to jump straight to pay first because I think incentive drives behavior. Here, you’ll notice there’s a base pay of blank. That could be 2,000 or $3,000 a month. That can be set in either a set salary, or it can be an hourly rate that equates to that.
Then, the commission that’s paid per car purchased goes here, right? So, we pay $100 per car acquired, and that’s assuming they do the whole deal. In our vehicle buying center, because we have several agents, split deals do happen every once in a while if an agent isn’t available to help, and in those cases, we track that, but we pay $100 per car approved.
Now, something to notice right here. In the traditional VBC setting, we’re really used to either compensating and or measuring the amount of calls, connections, appointments, shows, and then sales or in our case, acquisitions. If you notice, per this job description, we’re not using calls as a KPI. The reason is, is because with acquisition, a majority of your opportunities are coming through inbound opportunities, so that means they’re coming to you, and we’ll talk about how that works, and then outbound, where you’re reaching out to them, but those are leads still in the system and or service drive leads or potentially even trade leads that you’re then transitioning over to trade. So, if you need a job description for your VBC agent, we have that available for you. You can just ask your performance manager, and we’ll send that to you.
Now, if you’ve grown to the size where you are now have a VBC manager who’s in charge of this, maybe this is even a sales manager whose job it is to partially manage the vehicle buying center, this is one of the ways that we feel is a strong way to incentivize them. So, obviously, the salary stays the same of a base salary as the VBC agents. Now, the per unit per month purchased changes to a smaller amount on the department because the whole idea is to grow the department.
The one that I think is the most important, and this starts playing into when you start identifying what vehicles you should be purchasing for your store, not just, “Hey, we’re going to buy everything that comes through the door,” but start curating the inventory from an outbound perspective, is a percentage of front end gross per month on VBC sold inventory. So, our managers get paid a percentage of the profit that we make when those vehicles that were purchased by the vehicle buying center actually sell. So, that takes a little bit of tracking, but I can tell you the pearl is worth the dive because then, you start looking at things like churn, and you start looking at things like gross per copy especially in contrast relative to other acquisition channels being a wholesale, dealer network, trade, and so forth. You’ll see if you’re doing it right that vehicle buying ends up being your number one or number two churn and gross per copy source.
So, as we dive in a little bit, let’s start here with what we like to refer to as our onboarding docs and … Let me zoom in, so we can see this. So, having a good job description for your VBC agent is critical because that’s where your KPIs are coming from. Now, one of the goals here isn’t to measure necessarily how many calls they’re making but how many appointments are set and how many acquisitions. Those are the two KPIs that we want to look at. How many appointments are being set? Then, how many acquisitions are being made? That ladders up obviously to the VBC manager. Then, those should tie directly to the pay plans.
If you have questions about how to track any of this stuff, please ask in the comments, and we can spend some time on it. Otherwise, your performance manager can tell you how to have that in the DMS reporting and even CRM setup if you’re using a CRM for any of this tracking. We have all that ability to API with VinSolutions and other CRM so that we can make sure that the communication is clear.
Okay. So, let’s talk about the fun stuff, which is, what is it like to be a day in the life of a VBC agent? So, I’m going to open up the screen that everybody should be used to seeing by now. So, this is our inbound leads. So, I call these swim lanes or track lanes, but you can call them whatever you want. In this case, we’re looking at our inbound opportunities. I’ve put a couple test leads in here so that I can play with them, but these are opportunities that are coming in, and so when an agent gets assigned one of these opportunities either by round robin or because a manager assigned it, they only see the opportunities that were assigned to them, right?
So, Lorenzo here came in with a ’17 Silverado 1500 LT. We can see that we’ve already made him an offer. So, the first thing that that agent is going to want to do is appraise the car. Once they appraise the vehicle, we’ll be able to open it. From here, the VBC offer lives right here, and if you notice, we’re missing a VIN number. Often, consumers don’t provide us VIN numbers when giving us their vehicle information. So, this is a good opportunity for a connection point or to ask a question because that way, we can provide a better offer, right?
So, the agent should go into the VBC offer. We can see that we have their email and their cell phone, and I can just text them right here and say, “Hey, there. Would you mind providing me your VIN number, so I can give you a better offer,” right, is one of the questions. Now, because this is a test lead, one of the best practices we didn’t talk about is the introduction. You obviously want to introduce yourself as the buying person because this consumer Lorenzo has already given you their information, so they already know. So, you want to establish connection, share your name, and then ask them for that VIN number.
They’ll send you the VIN number. You can just drag and drop it or copy and paste it right here, and then these direct purchase numbers are coming from a setting within VINCUE. So, let me actually jump to that real quick so you can see that, and then we’ll go right back to that consumer. So, if you can see, we go into our settings. Oops, I’m sorry. We go into our dealer settings. Under buying center, we now have the ability to change how much reconditioning should be applied, how much margin should be applied, what the range manipulation should be as far as how tight or how high on the low end and on the high end of the range.
So, for instance, if a car was given a 20 to $22,000 price range, when appraising that vehicle automatically, we can be more aggressive, so the price to market is higher or the cost to market is higher, and we can tighten the range on the high side, so then they end up getting a value range within, call it maybe $500, or if you go aggressive, conservative, or tight, then they’ll get a wider range of maybe $3,000. Then, you have control over that across different price buckets as well. That’s what this represents here. So, as a manager, you have the ability to set how you want your automatic appraisal’s going out so that your vehicle buying center team has a higher opportunity to acquire the vehicles at the range that you want to be purchasing them for.
So, if we go back to Lorenzo, there’s a couple ways for me to get to Lorenzo. I can click right on the image. Here, I can see the chat, and then I could also go into the appraisal. I can click and see the offer that Lorenzo sent, and we can see what was sent. Then, we can scroll down to the bottom and remember these transactions are also here. Now, the agent should be asking out of the gate once they have the VIN number what their motivators are for selling the car. This is really going to drive the rest of the conversation. I’ll give you an example. So, let me close that.
So, as they’re working it, the goal is to set an appointment with the customer to bring it in, right, but we only want to do that if we know we have a high probability of buying the car. So, everybody’s heard of digital retailing, and everybody’s heard of multichannel marketing. What we want to talk about today is digital acquisition in a multichannel communication way, right?
So, first question is to the consumer when chatting with them, is texting a good way for us to continue talking, or would you like me to call you? That should shape the way that the rest of the communication goes. If the consumer says, “Nope, call me because I’d like to talk,” maybe that person is better over the phone, and that way, we’re not just assuming and driving them crazy by texting. Then, we have a higher opportunity to make a dealer set an appointment.
If the consumer says they want to text, sounds good. The next question should be, can you let me know why you’re selling the car? This is really going to drive the rest of the conversation because if they say, “We’re trying to get out of debt,” right, or they say that, “I want to replace the vehicle. I don’t need it anymore. I no longer need a truck, in this case, this Silverado,” then that begs the question. That’s great. No problem. Have you already identified what you’re going to be replacing it with? If it turns out that they have not, there’s an opportunity to turn them into a trade deal, right?
All that comes from identifying the motivators. This is something we talk about in our vehicle buying center all the time, so that way, when the vehicle buying center agents are having a conversation with the consumer, we’re working to solve their problems instead of just solving our own, which is to make that acquisition.
So, once we know what those motivators are, whether they’re trying to get out of debt, whether they’re trying to obviously just get the cash out of the vehicle, their husband or wife is tired of looking at it in the garage, whatever that is, we use that to drive the rest of the conversation and move on to any obstacles that we know might exist in that acquisition. Keep in mind, a majority of this is done digitally.
So, the next question is, is there a payoff on the vehicle? If there is a payoff, sometimes, assuming we have the rapport with the consumer, we can ask, do you know who the payoff is through and for how much? Be careful asking this question because the consumer can feel like you’re getting into their pockets right away, but if you frame it correctly because your dealership is an asset in making payoffs and doing lien releases and doing all the paperwork that consumers are often fearful of doing because they don’t know where the paperwork lives and it may be complicated, then as long as we can position it as an asset and we can help them finish that goal, then the consumer’s excited to be able to share that information.
Now, the only other obstacle to overcome that the VBC agents should be considering is value. So, the value that the system generated for the consumer may not be the value that the consumer wants. So, the VBC agent should be asking, what did you think of the value that we sent you? The consumer may say, “Well, the top end number was $26,000, and that’s the lowest I would take for the vehicle.”
That at least establishes a value. So, in the system here if you notice, you have the ability to take a note. So, if you click add note, that’s something that the VBC agent should be capturing. So, Lorenzo shared that 26,000 is the lowest he would take. There is no payoff on the truck. Then, we’ll just go ahead and add that note. So, that note now will exist with that vehicle file from now on.
So, once we know that, we can go into the appraisal, and this is where … and you can see there’s that note captured. We can see that from the value of the car, ACV, the system is imagining that it should be worth around 32 to 36. So, this is a no-brainer. We should absolutely be going after this vehicle. So, the next question we have is, is there anything wrong with the vehicle? Is there anything mechanically or cosmetically that we should know about it? Again, if we had a VIN number, we’d be able to see the vehicle CARFAX and how it decodes right here in the system, but since we don’t, this is again a great opportunity for some conversation.
Once the consumer agrees that the value, your value and their value is close enough to be able to set an appointment, then we’ll go ahead and set the appointment and or you could always send them an updated offer. So, if you notice here, we give you the ability to start typing right into the field. So, we’ll say it’s worth 25 to $26,000, and on trade, they can get 27,500 to 28,000, and we’ll leave private party out of it and any notes that we want to send the customer. Then, I can save it. Then, I can send that offer right to the consumer, which is … Then, once we send it, you’ll notice we capture that offer, and so forever, it’s going to live right here in the system so that you can go back to it in case the consumer comes back in a week or two weeks and obviously search for that customer, and pick up where you left off.
So, back in the system, you’ll notice that we can now see that it’s updated with an offer for $26,000. Something we haven’t done yet is ACV the car. Now, this is where the agent and the manager should be touching base with each other because if you’ve set an appointment for that consumer to come in, the manager can take a look at this and go, “You know what? This is a really nice vehicle, and the guy seems to be tripping over on the cell phone and wanting $26,000 for the car. Really, it’s worth 30,000 unless there’s something we don’t know about it.” So, we’ll go ahead and save that. So, that authorizes the VBC agent to go up to 30,000 if it’s a really nice vehicle because regardless, we don’t want to miss out on that car. You can see now, it’ll update to a $30,000 ACV.
So, that is one of the inbound processes that a VBC agent should be focusing on when working in these leads. I’m going to pause for a second and see if there’s any questions that anybody has here before we get into Kelley Blue Book ICO leads and outbounds. Okay. If you have any questions, you can put them right into the comments here, or you can always reach out email@example.com, or reach out to your performance manager at any time.
So, something that I want to bring up just from last time when we talked, you guys have access to any of our training docs. So, last time we talked about best practices, best practices included worksheets like this, which is our vehicle buying center inspection form and then also the exit interview. So, this was the intake. This is when they leave. Brian, I see your note. I’m going to share that with you just in a second. Then, also you have payoff and VBC manager and agent job descriptions as well.
Okay. So, Brian, you asked how our store is using the VBC with VinSolutions. That’s a great question. So, if you look up here, I’ve got a VinSolutions open. So, if you want to use VinSolutions for the CRM, you can absolutely do that. There’s a number of ways to integrate. So, the first thing, and I’ll open up VinSolutions here, is to identify your acquisition opportunities, and mark them wholesale. So, what you do … Let’s go ahead and click wholesale here, and we’ll do just month-to-date and refresh. So, what you do is within the settings of VinSolutions, you would identify all the lead providers that you have by name that you consider an acquisition opportunity, right? That’s number one.
Number two, when they come in, they’re falling into wholesale, right? You can see type wholesale, and then you’ll start seeing them listed here. Now, I believe that CRM is a little bit of a lagging indicator. So, what I mean by that is within VINCUE, the lead comes in and you’re working it. You’re actively going back and forth with the consumer and communicating, and then we have it set up, so then VinSolutions will capture all that information and keep it here. The reason we do that is so in the future, when you want to do campaigns to anybody you’ve ever either bought a car from or got an offer to buy a car from, you can do service campaign, sales campaigns, acquisition campaigns, whatever. So, you’re still capturing those, right?
Then, in here, there’s some process attached to these. So, let’s look in the example of Lorenzo. Let’s see if I can pull him up, Lorenzo, so we can stay on the same one. Oh, that was a different one. So, let me just go back, and we’ll pick one of the wholesale ones. Okay. So, we’ll pick a KBB one, for example. So, within VinSolutions, you do have opportunities. Once they fall into a wholesale process, now check this out. So, well, Justin Park also lives in KBB. So, Brian, you’re asking like, how do the two work? So, VINCUE can, once you can set it up, there’s no additional costs, ingest all of the Kelley Blue Book instant cash offers. The reason we do that is so that we can instantly appraise them, instantly see what the consumer was offered, and then begin communicating right away.
Then, in VinSolutions, if you choose to manage it here, if you notice, we have a status of buying center leads, okay? Then within buying center, you can have process attached to it, but you’ve got different markers here. VBC working means that you’re actively working that lead. VBC three-day is a three-day process, meaning we gave them an offer, and now, we’re just waiting to see if they’ll sell us the car. We’re actively communicating with them in the meantime. VBC trade is the VBC agent identified as a motivator from the consumer that they might want to trade, and so we mark it as a trade. Then, we attach a salesperson to it to begin helping to work them.
VBC slow roll is a process where we want to slow the deal down maybe because they have a title issue, or there’s something going on where we want to make sure that we can slow the deal down. Then, VBC refused is if the tower refused the deal. We like to track that. Now, keep in mind, all of this is set up to be reportable. So, then at the end of the month, we can see how many we have in either status and how many we’ve purchased and all that kind of stuff. This is assuming you want to work this in VinSolutions. Otherwise, you can just track it in VinSolutions but use VINCUE to do all the actual physicality of it.
So, for instance, let’s open up [Dirk Mason 00:00:27:28]. Here’s a vehicle that we do want. This is a live customer on a 2015 GLK. If I click on the vehicle, we can look at the lead, and we can see that they were offered 15,735 for the car. I haven’t set an appointment yet, and we haven’t even chatted with the customer yet, but I have his telephone number, and I can go ahead and reach out and say, “Hey, this is Danny with Country Hill Motors. Your vehicle came to us because we’re an official vehicle buying center for Kelley Blue Book. You were offered 15,700. Is that in line with what you wanted?” Then, we can start communicating back and forth.
As a manager, we can assign it to any one of our agents in case you have this … This is a manager’s view, or you can obviously pick up the phone and talk to the consumer, and then just add a note here in the system. Then, this will follow VinSolutions so that we’re always tracking with the same data. Brian, does that help answer your question? I know there’s more to it there, but we can certainly have an offline conversation about it too, but your performance manager can do some of the setup with you if you like working it through the CRM.
Cool. All right. So, in here, something that is … Since we’re in Kelley Blue Book, let’s start talking about it from a VBC agent’s perspective. So, something that we know is Kelley Blue Book, if you’re a vehicle buying center for them, provides a lot of opportunities and … Awesome. Thanks, Brian. Because they provide a lot of opportunities, unfortunately, not all those opportunities or a majority of them end up being consumers that are just trying to figure out what the vehicle’s worth. Maybe they wrecked it. Maybe it’s a kid playing on the computer and looking at his parent’s car because they think it’s cool. They want to know what it’s worth. We get all of that, and so the conversion ends up being low like four to 6%.
So, the goal is to have a higher converting opportunity, right? So, one of the ways we can do that is we can automate the, what we call a re-offer. So, once they fall into here, remember, you can go in … The VBC agent or the manager can go into the settings within VINCUE and adjust how they want offers to fall. You can run 10 or five or 50 of your own sample offers to make sure that you’re happy if it’s in line. Then, we can set it so that this consumer, within five or 10 or 20 minutes, whatever you decide, will get a message from Country Hill Motors that says, “Hey, we’re a certified vehicle buying center for Kelley Blue Book, and we know you were offered 15,700 for the car, but we think it’s worth up to 16,200. So, if that’s closer to what you’re asking, we’d love to talk to you.” Something along that line. You can tailor that message, right?
Then, within VINCUE, because we have these inventory management insights, we can see and the agent can see, hey, look, we need two of these cars, so this is something we should pay attention to. Beyond that, it looks like we’ve got a history bulletin on it. Now, it’s not a vehicle history bulletin. It’s a pricing history. So, it looks like here we are in August, this consumer purchased it from Oaks Mitsubishi back in January, and they had it listed online for 17,000 in January. So, that’s pretty good information to know when talking to the consumer and saying, “Hey, how long have you had this car?” “Well, I bought it in January.” “Okay, cool. Why are you selling it?” “Well, I don’t need a fancy Mercedes anymore. I want to get something different. I need something bigger for my family.”
“Okay, fantastic. Have you bought that something else yet, or are you looking for that now?” “No, I’m looking for it now.” Cool. Motivator. They need a car. Switch to trade. Introduce him to a salesperson, and keep rolling or, “Nope. I do want to sell it.” “Excellent. How much are you trying to get out of it, and do you owe any money on it?” “Yeah, I just bought it in January, and I think I owe around $15,000 for the car.” “Cool. Well, you’re in luck because we think the car’s worth around 16,000.”
Even if they say, “Oh, my gosh, no. I want it 18 or 19,” at some point, you do have the data to see that it was listed online at Oaks Mitsubishi for 17, and that’s real data, so we know within reason that they didn’t pay more than $17,000 for the car, and if they did, it’s because they bought products like warranty or GAP, which is all cancelable, right? So, those are all conversations that we can have.
So, back in here, when we’re having that conversation, again, understanding the motivator for getting rid of the car is important, but understanding what channel of communication the consumer wants to take, whether it’s text or phone or in-person is important because then, the agent should put that note into the system here. At any point, they can update the offer and resend an offer so that we can see what the last offer was sent and what the ACV of the car was.
Okay. I’m going to take a quick pause, and see if there are any questions before we go on to looking at some cool data to be able to share with consumers. Okay. Let’s keep going. So, one of the other motivators that we like to ask the consumer is around value. Consumers often will have their value basis coming from different places, meaning if you say, “Well, how did you come up with $18,000 as what you think you want out of the car?” and they’ll say, “Well, I owe 17,800,” and you go, “Okay, cool.” So, their value is based on getting out of debt or, “Nope. That’s what J.D. Power have said it’s worth because they’re saying retail is 19,400 and and I think it’s still worth at least 18,000, gives you the chance to make 1,500 bucks on it, and I think that’s fair.”
Okay, cool. Pin that for a second because we’re going to talk about that. Now, you can see all of your book values live on the right here. What information the consumer can’t get is transactional data whether it be either wholesale, retail live inventory or sales data. This is an opportunity to share that with the consumer. So, if you wanted to, you can go into the auction right here by clicking the auction, and you can actually send them either screenshots, and show them what other vehicles like it are listed for online that you have access to get through the wholesale market.
If done kindly, this is a great way to kind of level the playing field and say, “Look, our boss doesn’t really let us buy anything for more money than what we can get it for on our own through the auction, and so let me show you a few things I see. Can you tell me if your vehicle is similar?”
The other thing you could look at and the consumer can see this and you can send them links to them are other cars listed online. Now, keep in mind, these are cars that are listed at dealerships, which means that they’ve been reconditioned. They’ve been warrantied, certified, and money has been spent on them. Plus, there’s profit built into them. So, if they’re asking anywhere near what a dealer is asking like for instance, in this case, [Pursley] Toyota has one for 18,900 and your consumer may want 18. You can send them a link to this car and say, “You know what? We can’t get close to that, and let me show you why you might consider lowering your price.”
The other thing is sales history. We probably use this the most. Sales history are what are cars leaving the internet for. So, our agents are looking at this vehicle relative to what the prices are on like inventory. You can click on any one of these, right, to make a little list of your own that you can send to the consumer and say, “Hey, look at these three or four, five cars that are listed for roughly what you want them. Excuse me. They’re not listed. They’re leaving the internet. This is the sales price. So, that’s why we’re able to offer you, call it 16,000, because we want to be able to service and warranty your car and still make a little bit of money.”
This allows you to build a respectable case when making that acquisition, and you can see all that data here and then all your communication. Boom, right there in the VBC offer kind of going back and forth. Again, this goes back to how comfortable are you with your VBC agent and your manager. It’s important that we always level up our VBC agents because they want to have meaningful connections because remember what their pay plan is attached to. It’s having meaningful connections in setting those appointments and making those acquisitions.
Calls, the number of calls that you make isn’t important to us. We don’t care if you make a hundred calls in a day. We want to know that you made 15 quality connections and set 10 appointments and bought five cars. That is a good day because you’ve spent the time to share with the consumer what the real value of the car is. You’re abolishing any fears that they might have around making payoffs and making the actual purchase of the car, so you can do it for them. All that kind of stuff is an asset from a dealer to a consumer.
So, we just have a few minutes left, and I want to see if there’s any questions here. The only thing we didn’t cover today is the outbound process. Those are the three areas that a VBC agent is spending their time, right? They’re starting off with inbound because those are people waiting at the door literally, wanting to sell you their car, so work on those inbounds. Then, we’re getting the ICOs taken care of because again, those leads came in. Those are people waiting at your door, trying to sell you their car.
Then, outbounds are people that are online. This is really, if you think about it, it’s kind of like your funnel and your pipeline, right? Your funnel is inbound and ICO because those are people that are already in your funnel. You’re working them. Your pipeline is your outbound that’s right here. You can see, these are all consumers. They’re saying, “Hey, I’m just trying to sell my car.” You have the ability to click on any one of these cars and see how good it would be for your lot based on the star rating. Then, you can go ahead and start reaching out to them and sending them offers and generating leads for your store.
So, I hope that was helpful today. I know we covered a lot, but that’s why we have an awesome team of performance managers that can help you dive in. Again, if you need pay plans or if you need job descriptions or the intake form or exit interviews or any of the CRM connectivity stuff, just reach out. We’ll be posting some of these assets online within Facebook Accelerate so that you have access to it, but thanks so much for being here with me today. I hope you learned something. Talk to you later.