Lead Management Presentation 8 Nov 2022.pptx

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1. Lead Management Presentation Central Square & Castle Gate 8 November 2022

2. ‹#› Lead Management Strategy Objectives To pro-actively manage leads to yield the required results To ensure every market see enough prospects on a daily basis convert enough prospects to deals reach his/her own target To set appointments for every day, marketers make use of new leads as well as older leads from his/her own database Castle Gate

3. ‹#› Lead Management Strategy Daily Lead Management Process Castle Gate Automatic allocation to working marketers Contact within 1 hour

4. Celebration Retirement Estate Charl van Niekerk ‹#› General SOP for Lead allocation and follow-ups:

5. Lemon Tree & Zambezi Manor Dewald du Plooy / Jandrie van Staden - Castle Gate ‹#› Leads Manager is responsible for the first point of contact. The leads manager will allocate the leads to the following status: Not Reached, Contact again or Appointment. Leads are then allocated to the marketers on site. New Lead This status is being phoned on a 2 hour rotational bases between all the marketers on site to ensure that the leads does not become “cold”. Not Reached This status is being phoned on a specific time and date stated by the client. This is if the client could not confirm for a appointment date. If the marketer does not get hold of the client on the specific date and time the lead moves back to “ Not reached” Contact Again Once an appointment is made we confirm the appointment on whatsapp and Outlook. We call all appointments the day before and the day of the appointment Appointment Once the client viewed the development the lead will move to the “Prospect” or the specific “Junk” Status Visited Site

6. ‹#› San Ridge Heights Lead allocator/manage: Keevin Kiewiets Responsibilities: Service Site phone Allocate leads Weekly lead management checks Shayla van Loggerenberg / Marius Brandow Scenario 1 Scenario 2 1. Leads get created(P24, PP, Adwords, through any UTM) Direct Call/WhatsApp(P24, Conventional, Website) 2. Responsible person: Keevin Kiewiets 2. Responsible person: Keevin Kiewiets 3. Leads get allocated equally to teams(30 min to follow-up) 3. Keevin will talk to client + assign(with comment)/junk if needed 4. Allocate on Google sheet 4. Allocate on Google sheet 5. Each marketer has first contact with their client

7. ‹#› San Ridge Heights Shayla van Loggerenberg / Marius Brandow Example of Google sheet: Google sheet live stats:

8. The Atlanta Coreen Crafford ‹#› Daily lead flow and allocation management. Leads allocation to agent: Coreen & Connie (dependant on availability) Each Marketing Consultant takes responsibility for the 1st point of contact with leads. 15 minute turnaround time: If/ when a lead is not phoned within said turnaround time of allocation, lead gets assigned to another available agent. In some cases turnaround time differs due to meeting. Marketing Consultants phone the following tabs daily: Assigned to Marketer, Not reached yet, contact again, visited site. Task set on Bitrix where needed. Appointment: Once an appointment is set, marketing consultant books the appointment on Bitrix, a WhatsApp confirming appointment date & time, with a location gets sent to the client. A reminder WhatsApp on the day of the appointment from marketing consultant to the client. In cases of missed appointments: Clients are moved back to contact again to set up a new appointment. Prospect: Client has been screened and reserved unit. (24-Hours reservation period). Some cases clients wants a week to discuss finances with partner/family. (Activity to be set) Visited site: In cases where clients did not sign - we ask to for referrals, reason for not buying or if they want to stay on our database for future developments at Central Developments and move then accordingly on Bitrix

9. The Atlanta Coreen Crafford ‹#› Daily lead flow and allocation management. Leads allocation between agents: “Not reached” tab: Agents allocate leads to one another, if/when they cannot get hold of a client for the 2nd contact. “Contact again” tab: Client asked to be phoned back etc. & clients does not pick up again. Lead moved to another agent to see if lead is answered. If not, moved back to “Not reached” tab.

10. The Atlanta Coreen Crafford ‹#› Weekly lead flow and allocation management. Weekly meetings with entire team. If a client has been phoned twice by one agent and still under the could not reach or contact again tab - lead to be allocated to another marketing consultant. Summary included in our weekly admin meeting to make sure we manage our leads and service the tabs daily. Weekly reports from marketing consultants. Check quality of leads, total leads received during the week, conversion and appointments for the weekend. https://docs.google.com/spreadsheets/d/1xkp9YA9foVD8jAifAx7wNCo-iMlpXMDy/edit?usp=sharing&ouid=114471215342828293651&rtpof=true&sd=true Monthly lead flow and allocation management. Once a month leads are moved to “assigned to Marketer” status by Coreen from the following tabs “Contact/ buy later” “Could not reach” Contacted on a monthly basis to make sure we do not miss prospective clients.

11. Lead Management Reporting Pierre van der Merwe ‹#› Indicators and Metrics Leads - current vs targets Lead action times Activities - None, overdue and future Leads in status groups which have not been modified

12. Leads - Current vs Targets Tracking of leads vs targets - live throughout the month ‹#›

13. Lead Action Times Timers in Bitrix : <10 Minutes 10 - 15 Minutes 15 - 60 Minutes 60 minutes - 24 h 24h + Comparison of project vs average of all projects ‹#›

14. Activities Looking at activities on leads allows us to see if there are is a planned strategy for the lead, or if it has just been parked. Overdue activities are an easy way to spot leads that should have been followed up, but weren’t. Monitoring of activities on leads in certain stages. ‹#›

15. Status groups 3 Groups : New Leads : New Lead, Assigned to Marketer, Assigned to Manager, Not Reached Yet These leads need to be contacted ASAP Hot Leads : Appointment, Visited Site, Prospect These leads should be followed up and worked on, this is where conversion happens Contact Again These leads should be contacted regularly, to keep us top of mind, and to assist the conversion process Leads statuses are divided into groups ‹#›

16. Status Groups - Continued Thresholds : New : 1 day Hot : 7 days Contact Again : 30 days If unmodified leads do not have future scheduled activities, it indicates a problem ‹#›

17. www.centraldevelopments.co.za