AUTOMOTIVE CUSTOMER RELATIONSHIP MANAGEMENT (CRM) CHECKLIST

Created by ChecklistGuro (https://checklistguro.com)

--- INITIAL CUSTOMER CONTACT & LEAD CAPTURE ---
[ ] Lead Source Code
[ ] Lead Source (e.g., Website, Referral, Walk-in) (Website, Referral, Walk-in, Phone Call, Social Media, Other)
[ ] Date of First Contact
[ ] Time of First Contact
[ ] Contact Method (e.g., Phone, Email, Chat)
[ ] Summary of Initial Contact Notes

--- LEAD QUALIFICATION & PRIORITIZATION ---
[ ] Estimated Annual Income
[ ] Credit Score Range (Excellent (750+), Good (700-749), Fair (650-699), Poor (Below 650))
[ ] Vehicle Interests (Select all that apply) (Sedan, SUV, Truck, Hybrid, Electric)
[ ] Purchase Timeline (Within 1 Month, Within 1-3 Months, Within 3-6 Months, 6+ Months)
[ ] Initial Contact Date

--- SALES FOLLOW-UP & ENGAGEMENT ---
[ ] Initial Contact Date
[ ] Contact Method (Phone, Email, In-Person, Text Message)
[ ] Scheduled Follow-Up Time
[ ] Follow-Up Status (Scheduled, Completed, Cancelled, Pending)
[ ] Follow-Up Notes/Summary
[ ] Number of Follow-Up Attempts
[ ] Last Follow-Up Date

--- SALES PROCESS ADHERENCE ---
[ ] Sales Process Stage (Initial Contact, Needs Assessment, Vehicle Presentation, Test Drive, Negotiation, Closing, Delivery)
[ ] Estimated Sale Price
[ ] Initial Contact Date
[ ] Last Communication Time
[ ] Financing Method (Cash, Loan, Lease)
[ ] Notes on Customer Interaction

--- SERVICE APPOINTMENT SCHEDULING & REMINDERS ---
[ ] Appointment Date
[ ] Appointment Time
[ ] Service Type (Oil Change, Tire Rotation, Brake Inspection, Diagnostic Scan, Other)
[ ] Estimated Labor Hours
[ ] Reminder Method (SMS, Email, Phone Call)
[ ] Reminder Days Before
[ ] Reminder Send Time

--- CUSTOMER SATISFACTION SURVEYS & FEEDBACK ---
[ ] Overall Satisfaction (1-10)
[ ] How would you rate our sales representative? (Excellent, Good, Fair, Poor)
[ ] How would you rate our service advisor? (Excellent, Good, Fair, Poor)
[ ] What did we do well?
[ ] What could we improve?
[ ] Which of the following aspects of your experience were important to you? (Communication, Professionalism, Efficiency, Cleanliness, Value for money)
[ ] Date of Interaction
[ ] Time of Interaction

--- CRM DATA ENTRY & ACCURACY ---
[ ] Customer First Name
[ ] Customer Last Name
[ ] Vehicle Year
[ ] Vehicle Mileage
[ ] Customer Type (Retail/Wholesale) (Retail, Wholesale)
[ ] Date of First Contact
[ ] Notes/Special Requests

--- REPORTING & ANALYTICS REVIEW ---
[ ] Conversion Rate (%)
[ ] Average Deal Size ($)
[ ] Customer Acquisition Cost ($)
[ ] Report Period (Weekly, Monthly, Quarterly, Yearly)
[ ] Report Generation Date
[ ] Key Observations & Insights
[ ] Primary Marketing Channel Performance (Website, Social Media, Email Marketing, Paid Advertising, Referrals)

--- CRM USER TRAINING & PROFICIENCY ---
[ ] Training Hours Completed
[ ] Training Module 1: Basic CRM Navigation (Completed, In Progress, Not Started)
[ ] Training Module 2: Lead Management (Completed, In Progress, Not Started)
[ ] Training Module 3: Reporting and Analytics (Completed, In Progress, Not Started)
[ ] Last Training Session Date
[ ] Feedback on Training Content
[ ] Confidence Level (Data Entry) (Very Confident, Confident, Neutral, Somewhat Confident, Not Confident)

--- DATA SECURITY & COMPLIANCE ---
[ ] Last Data Security Audit Date
[ ] Compliance Framework Adhered To (e.g., GDPR, CCPA) (GDPR, CCPA, Other (Specify))
[ ] Summary of Data Security Policies & Procedures
[ ] Number of Users with Admin Access to CRM
[ ] Data Encryption Methods Implemented (Encryption at Rest, Encryption in Transit, Two-Factor Authentication)
[ ] Data Security Audit Report (if applicable)

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