Trade-in Mystery Shop on 01/16/2024

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LeadVantage
Trade-in Widget Completed
Shopped on Jan 16, 2024 at 9:15 AM
Tracy Chevrolet
tracychevrolet.com

Customer Details

Customer
Michael Morales
Email
Phone

Vehicle Details

VIN
1G1FE1R77N0111193
Automobile
Used 2022 Chevrolet Camaro
Mileage
4,000

LeadVantage Score

83

About Scoring

Your LeadVantage score is based on how well you did in all metrics. Your score is based out of a possible 100%.

Scale

80% or higher is great!

50% to 79% is average.

Anything less than 50% is poor.


Mystery Shop Evaluation

Initial lead response time
How quickly did you call, text and email?
88%
Phone
17 / 20 points
Text
10 / 10 points
Email
4 / 5 points
Short-term follow up
Did you follow up consistently and through multiple channels of communication?
66%
Day One
7 / 7 points
Day Two
0 / 7 points
Day Three
7 / 7 points
Personalization and sentiment
Were you friendly and professional?
100%
Did the rep(s) introduce themselves in the first text?
1 / 1 points
Did the rep(s) mention your dealership name in the first text?
1 / 1 points
Did the rep(s) refer to the customer by name in the first text?
1 / 1 points
Did the rep(s) text messages sound friendly?
2 / 2 points
Did the rep(s) introduce themselves in their first voicemail?
1 / 1 points
Did the rep(s) mention your dealership name in their first voicemail?
1 / 1 points
Did the rep(s) refer to the customer by name in their first voicemail?
1 / 1 points
Process
Did you ask the right questions?
88%
Asked for appointment?
5 / 5 points
Did the rep(s) answer all of our questions?
1 / 1 points
Did the rep(s) send a video?
0 / 0 points
Did the rep(s) leave a voicemail on every call?
2 / 3 points

Representatives

Phone: Dominic - (209) 237-0001 (main interaction)
Phone: Sierra - (628) 227-0007
Phone: Dominic - (209) 319-0409
Phone: Dominic - (209) 499-1137
Phone: (209) 361-9218
Email: "Dominic Cervantez" <assistance@tracychevrolet.dsmessage.com>
Email: "Your friends at Tracy Chevrolet - Adam Levine" <assistance@tracychevrolet.dsmessage.com>

Submission Screenshots

Submitted on Tuesday, Jan 16, 2024

Tuesday, January 16, 2024
Text from Sierra (628) 227-0007
Sent at 9:23 AM
Hi this is Sierra, from Tracy Chevrolet! Thanks for requesting an offer for your 2022 Chevrolet Camaro LT1. One of our associates will review your vehicle details and get back to you shortly. STOP to opt-out.
Call from Dominic (209) 319-0409
Called at 9:30 AM
Voicemail from Dominic (209) 319-0409
Left at 9:31 AM, 27 seconds long

Hi, this message is for Michael. My name is Dominic over here at Tracy Chevrolet. Can you call about your 2022 Camaro you put into our system? Looks like you're interested in selling it or maybe trading it in. If you are, give me a call or text back as soon as you can. I am paying top dollar right now for all used vehicles. My phone number is 209-499-1137. Again, Dominic at Tracy Chevy. Flying Manager over here. 209-499-1137. Thank you.

Email from "Dominic Cervantez" <assistance@tracychevrolet.dsmessage.com>
Sent at 9:33 AM
Text from Dominic (209) 237-0001
Sent at 9:34 AM
Tracy Chevrolet is confirming request to send a message. Reply YES to allow. Reply HELP for help. Msg & data rates may apply. Reply STOP to cancel
Text from Dominic (209) 499-1137
Sent at 9:36 AM
Hi Michael it is Dominic at Tracy chevy. Give me a call or text as soon as you can in regards to your Camaro . Thank you!
LeadVantage AI to Dominic (209) 237-0001
Sent at 10:04 AM
YES
Text from Dominic (209) 237-0001
Sent at 10:04 AM
Tracy Chevrolet: Need help? Call us at (209) 207-5122. Freq of msgs based on profile. Reply STOP to cancel. Msg & data rates may apply.
Text from Dominic (209) 237-0001
Sent at 10:13 AM
Hi Michael this is Dominic at Tracy Chevrolet how are you?
LeadVantage AI to Dominic (209) 237-0001
Sent at 10:36 AM
Hey Dominic! I'm good, thx. How r u?
Text from Dominic (209) 237-0001
Sent at 10:42 AM
Good I was reaching out about your Camaro you were looking to sell. How soon are you able to come in and sell it?
LeadVantage AI to Dominic (209) 237-0001
Sent at 10:48 AM
I can come by this week. Quick q: Can u handle the payoff of my car loan directly?
Text from Dominic (209) 237-0001
Sent at 10:49 AM
Yes we deal with the bank directly. What day would work best for you?
LeadVantage AI to Dominic (209) 237-0001
Sent at 10:54 AM
Great to hear, thx for the info! 😊 How about Thursday? Also, are there any fees or costs associated with selling my car to the dealership?
Text from Dominic (209) 237-0001
Sent at 11:04 AM
Thursday would work. What time are you thinking? No fees or costs
LeadVantage AI to Dominic (209) 237-0001
Sent at 11:08 AM
How about 10 AM? Also, what documents or paperwork will I need to provide for the sale?
Text from Dominic (209) 237-0001
Sent at 11:15 AM
10 will work. I will set the appointment. All you have to bring is your registration and drivers license
LeadVantage AI to Dominic (209) 237-0001
Sent at 11:19 AM
Got it, see you Thursday at 10! Btw, how does the condition of my car impact its value?
Text from Dominic (209) 237-0001
Sent at 11:31 AM
Yes of course. You put your vehicles information into my system so I see the condition its in.
LeadVantage AI to Dominic (209) 237-0001
Sent at 11:37 AM
Sounds good, Dominic. Look forward to meeting you Thursday. No more questions for now. Thanks! 👋
Text from Dominic (209) 237-0001
Sent at 12:44 PM
Thank you!
Thursday, January 18, 2024
Call from Dominic (209) 319-0409
Called at 9:27 AM
Text from Dominic (209) 237-0001
Sent at 9:28 AM
Good morning Michael it is Dominic at Tracy Chevrolet how are you this morning? I just tried calling to confirm our appointment this morning at 10:00. Just wanted to make sure you had our address. 3400 Auto Plaza Way
Text from Dominic (209) 237-0001
Sent at 9:28 AM
See you soon
Call from Dominic (209) 319-0409
Called at 10:38 AM
Text from Dominic (209) 237-0001
Sent at 10:39 AM
Hi did you receive my message?
Tuesday, January 23, 2024
Call from Dominic (209) 319-0409
Called at 9:55 AM
Voicemail from Dominic (209) 319-0409
Left at 9:56 AM, 13 seconds long

Hi, Michael. Good morning. It's Dominic at Tracy Chevrolet. We had an appointment the other day. I haven't heard anything back from you. Give me a call to expect as soon as you can. 209-499-1137. Thank you.

Text from Dominic (209) 237-0001
Sent at 9:56 AM
Hi did you receive any of my messages?
Text from Dominic (209) 237-0001
Sent at 9:56 AM
Hello did you receive our messages?
Wednesday, January 24, 2024
Call from Dominic (209) 319-0409
Called at 3:06 PM
Monday, January 29, 2024
Call from Dominic (209) 319-0409
Called at 11:21 AM
Monday, February 05, 2024
Call from Dominic (209) 319-0409
Called at 9:20 AM
Sunday, February 11, 2024
Call from (209) 361-9218
Called at 2:01 PM
Tuesday, February 13, 2024
Email from "Your friends at Tracy Chevrolet - Adam Levine" <assistance@tracychevrolet.dsmessage.com>
Sent at 9:51 AM
Call from Dominic (209) 319-0409
Called at 10:15 AM

Personalization and sentiment

Did the rep(s) introduce themselves in the first text? Yes
Did the rep(s) mention your dealership name in the first text? Yes
Did the rep(s) refer to the customer by name in the first text? Yes
Did the rep(s) text messages sound friendly? Friendly
Did the rep(s) introduce themselves in their first voicemail? Yes
Did the rep(s) mention your dealership name in their first voicemail? Yes
Did the rep(s) refer to the customer by name in their first voicemail? Yes

Process

Asked for appointment? Yes
Did the rep(s) answer all of our questions? Yes
Did the rep(s) send a video? No
Did the rep(s) leave a voicemail on every call? < 100%

Responsiveness

How long (on average) did the rep take to reply to text? 6 minutes
How long (in total) did the conversation take to answer all questions? 92 minutes

Initial lead response time

Phone 16 minutes
Text 9 minutes
Email 18 minutes

Short-term follow up

Day One Text and phone
Day Two None
Day Three Text and phone

Initial Response Time

We recommend calling, texting, and emailing customers within 15 minutes of receiving a lead. Below you can see the average amount of time it took for us to receive the first phone call, voicemail, text message, and email.

You called the customer after 16 minutes!

We recommend that you call the customer within 15 minutes to increase the chance of connecting with the customer and scheduling an appointment.

You emailed the customer after 18 minutes!

We recommend that you email the customer within 15 minutes to increase the chances they will reach out to you even if they don't have the ability to call or text.

You texted the customer after 9 minutes!

We recommend that you text the customer within 15 minutes to increase the chance of connecting with the customer and scheduling an appointment. Many customers are more comfortable communicating via text than phone.

Short Term Follow Up

Day One

Tuesday, Jan 16, 2024

13
Events

Day Two

Wednesday, Jan 17, 2024

0
Events

Day Three

Thursday, Jan 18, 2024

5
Events

Long Term Follow Up

Days Four to Seven

Jan 19 - Jan 22

0
Events

Week Two

Jan 23 - Jan 29

5
Events

Week Three

Jan 30 - Feb 5

1
Events

Week Four

Feb 6 - Feb 12

1
Events