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BASICS WORKBOOK (CoSo Cloud)

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© 2018 General Motors Company All rights reserved
1
INTRODUCTION AND INSTRUCTIONS
You should spend a good amount of your time prospecting. Use this workbook to jumpstart
how prospects find you and how you provide an exceptional experience for them.
Print this workbook, or complete it from your device.
TABLE OF CONTENTS
TIME TO BUDGET
SECTION 1: WHAT GOOD LOOKS LIKE
15–30 minutes
SECTION 2: YOUR SOCIAL MEDIA BRAND
5–10 minutes
SECTION 3: GENERATING LEADS
15 minutes
SECTION 4: RECIPROCAL REFERRAL RELATIONSHIPS
10 minutes
PROSPECTING
BASICS
WORKBOOK
© 2018 General Motors Company All rights reserved
2
SECTION 1: WHAT GOOD LOOKS LIKE
15–30 minutes each
You have a lot of experience as a customer. Get out and find examples of good customer service.
Stop in at some businesses that you frequent on a daily, weekly or monthly basis. Sit back and notice
the experience as a customer. What do you like? How are you treated? What makes for an excellent
customer experience?
Take Action: Visit three local establishments as a customer. Use the space
provided to take notes about your experience. Add more traits if you want.
Business or
establishment
Friendly Knowledgeable Transparent Timely
Notes and
observations
Business or
establishment
Friendly Knowledgeable Transparent Timely
Notes and
observations
Business or
establishment
Friendly Knowledgeable Transparent Timely
Notes and
observations
© 2018 General Motors Company All rights reserved
3
After you’ve completed your observations, take some time to review your notes and reflect.
What two things did you notice that you want to incorporate into your own
customer experience approach?
1.
2.
Other notes
© 2018 General Motors Company All rights reserved
4
SECTION 2: YOUR SOCIAL MEDIA BRAND
15–30 minutes each
Social media promotion is key to getting your name and face out to prospects. It could be Twitter,
Facebook, YouTube, Instagram or another platform. How do you promote yourself online? Review and
refine your online presence now that you’re more familiar with your role and your dealership.
Take Action: Review the list below and commit to making some changes.
Check two or more tasks you’d like to start doing. Then go do it!
Use the blank spots to record anything else you’d like to start doing to promote
yourself online.
Come up with a plan for content over the next few weeks or months.
Consider making a public post when a customer buys from you and
tagging the customer in the post. Make sure to include a photo.
Follow or like your dealership and your brands on the platforms you use.
Invite your followers or friends to engage with you in the comments by
asking a question such as, “What new feature are you most excited about?”
Make sure posts are relevant and interesting to your audience.
Make posts that educate your followers, such as how-to content,
dealership walk-throughs or features/benefits content.
Repost or share relevant industry or consumer stories from reputable
publications such as Edmunds.com.
Routinely share or repost content from your brands or dealership.
Update your profiles to include the dealership name and your role at the
dealership. Include your available hours if possible.
For more ideas, check out this post: http://sellchology.com/marketing/engage
.
© 2018 General Motors Company All rights reserved
5
SECTION 3: GENERATING LEADS
5–10 minutes
Where do you spend your time on a daily, weekly or monthly basis? This is a great place to begin
generating leads. Just about everyone has a car story, so strike up a conversation and let them do the
talking. Then, let them know what line of work you’re in.
List 10 places you frequent. Record the names of people you’re familiar with at
those establishments.
Business Names of people I know there
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
© 2018 General Motors Company All rights reserved
6
SECTION 4: RECIPROCAL REFERRAL RELATIONSHIPS
10 minutes
Building good relationships with other businesses is the foundation for reciprocal business. Build the
relationship so you can confidently refer customers to the business—then confidently ask that they
reciprocate and refer business to you.
What does this sound like? Here are some word tracks you can take and make your own:
• I love the way you guys do things here. I’ve referred a few of my customers to you for your
services.
• I’m at Hometown Motors on Tuesdays through Fridays if your customers ever are in the
market for a new or used car.
List eight places you feel comfortable referring customers to.
1.
2.
3.
4.
5.
6.
7.
8.
Take Action: This week, approach one of the businesses on your list and let
them know how you appreciate what they do. Ask them to refer customers your
way as well. Don’t forget to exchange business cards.
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Completed 29 August 2021

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