Lead Qualification System (LQS)

Manual
 Index

1. What is LQS
2. Service Integration & specific information
3. Escalations
4. Reports from LQS
5. New updates from last few months
6. Types of qualification
7. Three case studies with important keywords highlighted in bold
8. 2 sample call recordings- One good and one bad
9. 10. To Dos for a DDM & CCE
 1) What is Lead Qualification System (LQS)?

 Lead Qualification System (LQS) is created to

manage and qualify leads to the right stakeholders
within the Dealership
 LQS also stores customer’s information, queries
and calls basis their form fill and calls on the
Outlet’s digital channels
 Qualified sales lead are pushed into Dealer
Management System (DMS) by CCE and non sales
leads remains in the LQS
 How LQS Works?
Within 30 Min hour
Lead is captured
in LQS through CCE captures
CCE connects on
HyperLocal more information
call with prospect
Website and in LQS
Virtual Number

CCE’s qualified Except sales and

Unique enquiry service, other
Lead passed to sales and service
number created in leads retained in
Outlet level sales lead
DMS and sync LQS for nurturing /
rep pushed to outlet
back with LQS follow-ups
DMS

CCE’s
Within 30 non-sales
Minutes qualified lead
shared with outlet
for manual follow
Outlet level sales up
rep takes over the DMS syncs data
lead back to LQS
till conversion
 How to Login
Open URL: lqs.co.in
Enter User name and Password

Enter your user name

Enter Password & Submit

 Dashboard
Login screen will take user on the dashboard which shows consolidated Lead data

Total Qualified Unique Data can be sorted

Total Unique Leads
Leads by date range
 Menu Tabs

For cumulative unique data graphs

CCE needs to click lead list tab to go to the leads page.

Leads which still needs to be followed

Leads which are qualified across channels

Leads which are qualified to DMS

Leads pushed to DMS can be searched by their Enquiry Number

To change password
 Lead List
In the lead list, recent leads will be on the top. Clicking on that leads
row will lead CCE to lead details page.

Leads can also be searched by name, phone and email id also

 Duplicate and Missed Call

System marked
duplicate lead

Misses call is
shown in
maroon color
 Call Lead Details Page

Call Leads
complete information

Call recording

Follow Up details
 Lead Classification
CCE has to select the type of lead from the Drop down menu as shown in the
image.

Classify leads based on

type

Lead details
 Lead Type Dialogue Box
After selecting lead type, click on submit button.
 Customer details Option
Submit button gives an option to enter more information. After
filling more information click the qualify button. Qualified sales
leads get pushed into DMS and Non sales remains in the LQS.
2) Service Lead Handling and Integration
Step 1 – Lead Arrives in the System

New Lead
Step 2 – Select Service as Lead Type

Select Service
Step 3 – Fill Customer Details and Submit the
Service Lead Form

Car Registration No

Select Channel

Select Service Outlet

Select Showroom
Post Lead Submission, Enquiry Number is
Generated
3) Escalations
 Escalation Schedule

Recipient Data Time of Triggering Date of Triggering Approved by MSIL

All Outlets
Dealer/DDM 10 AM to 7 PM Daily After every two hours
(ARENA, NEXA, MSTV)

All Outlets
CEO 12 Noon and 6 PM Daily After every six hours
(ARENA, NEXA, MSTV)

Region & Channel

TSM 02.00 PM Daily Last 12 hours
(e.g -N1, ARENA)

Region & Channel

RM 03.00 PM Daily Last 24 Hours
(e.g -N1, ARENA)

Zone & Channel

ZO (CBH) 04.00 PM Daily Last 48 Hours
(Central, ARENA)
 Escalation Mail – DDM & TSM

DDM

TSM
Reports from LQS
 Reports

S.No Reports Frequency Date Range

Daily Previous Day

1 Lead & Qualification Report
MTD Month Till Date

2 Calls Distribution Report Twice in a Month 1-15 & 1-30

Digital Desk
4 Twice in a Month 1-15 & 1-30
Activeness Report
Lead Summary Mail - DDM
5. New Updates In Last Few Months
 New Updates
• Black listing of spam numbers
• Buyer type
• Dealer sentiment analysis
• Agent tracking who picked the call
• Car Model filter for better analysis
• New update notification in LQS
• Pre-Booking Lead type and Filter
• Segmentation of Feedback/Contact Us leads
• Segmentation of Junk Leads
• Removal/deactivate inactive LQS logins – 90 days
• Account lock after 3 login failed attempts
• Password change in 30 days
• Service integration to DMS
• Missed call bifurcation into whether CCE didn’t picked the call or customer disconnected the call.
6. Types of qualification
 Types Of Qualification

Pushed into Retained in LQS for manual Junk

DMS handling

1. Book A Showroom Visit (Sales 1. Accessories (Non Sales 1. Wrong Number

Lead)
2. Book A Test Drive (Sales Lead)
3. Request For Quote (Sales Lead)
4. Buy From True Value (Sales
Lead)
5. Sell To True Value (Sales Lead)
6. Service Leads
2. Not Interested
Lead)
3. Out of Territory
2. Driving School(non Sales
Lead)
3. Feedback/Contact Us(non
Sales Lead)
4. Finance(non Sales Lead)
5. Insurance(non Sales Lead)
7) Case Studies
 Case Study 1 – New Car lead: Customer wants to buy new Baleno

CCE : Good morning , Maruti Suzuki ARENA, Sector 18 Gurgaon

Customer: I want to know about all the variants of Baleno
CCE: Ok sir, May I know your name, Email ID and Contact number and City please
CCE: Ok sir, “ Variant Build up Explanation”, for any further information I can arrange a call
back if you are interested.
Customer: Please arrange a call back
CCE: Sure sir, I will arrange a call back. Thank you so much for calling , have a good day.

CCE will punch the query as qualified and push to DMS.

 Case Study 2 – Pre-owned lead: Customer wants to sell his old car

CCE : Good morning True Value, Sector 18 Gurgaon

Customer : Hello! Main apni purani Swift Dzire car bechna chahta hoon
CCE: Ok sir, Kya main aapka naam aur phone number jaan sakta hoon
Customer: Mera naam Harsh hai, number hai 999999999
CCE: Thank you Mr. Jai, Aapka email id bataiye
Customer: Harsh@google.com
CCE: Jankaari ke liye dhanyawad. Sir, aapki request maine note kar li hai. Kya
main aapko call back arrange kara sakti hoon?
Customer: Kitni der mein call karenge
CCE: 2 ghante ke andar hamare relationship manager aapko call karke poori
jaankaari denge
Customer: Ok, thank you!
CCE: TrueValue mein call karne ke liye dhanyawaad

CCE will punch the query as qualified and push to DMS,

Later Outlet executive will call back customer with proper information
 Case Study 3: Service Lead Handling

CCE : Good morning Magic Auto, Sector 18 Gurgaon

Customer : Hello! I want to get my car serviced

CCE: Ok sir, May I know your name and contact number please

Customer: My name is Rahul & number is 999999999

CCE: Thank you Mr. Rahul, please tell me your email id.

Customer: Rahul@google.com

CCE: May I know the Car registration number.

Customer: 1234567

CCE: May I know how much your car has been driven.

Customer: 20020 Km.

CCE: Is it periodic service or repair job?

Customer: Periodic

CCE: May I know your car and your location?

Customer: Brezza and Dwarka.

CCE: Thank you so much Sir. You will receive a call back from the nearest service location. Our service executive will help you
book your service appointment.

Customer: Ok, thank you!

CCE: Thank you so much for calling Magic Auto. Have a great day!
9) DDM and CCE Best Practices
 DIGITAL DESK
Centralized Digital Desk Structure
Hyperlocal POC
Contact person at
Agency for
performance reviews

Digital Desk
at Parent Dealership
(Region Specific)

Call Centre
Executives
at Parent Dealership
to handle all leads
and assigning them
to right people at
Dealer Showrooms
 Check list for CCE


1. CCE should check LQS promptly and follow up on the
leads

2. CCE should gather more information through a phone


call, punch it in LQS and Qualify the lead

3. Remember to collect Name, Phone number and Email id

4. Leads need to be actioned within 30 minutes


5. An Enquiry number is generated when a Lead is pushed
into DMS. If not please report to Digital desk Manager
 Do’s and Don’ts for CCE

• Best time to call a lead is around lunch time or morning hours

• If Lead has asked to call back, please follow up on time

• If Lead doesn’t pick up once, call back after two hours, minimum 4 follow ups

• If a Lead is not picking up call on weekday, call on Weekend

• If a lead is mentioning competitor Brand’s car. Try to explain car features of your
Brand. Eg, mileage, price point, Service cost

• If a customer is not aware of variant code eg., LDI, VXI then explain based on top
variant, base variant etc.
 Tasks for Digital Desk Manager

1. Qualification percentage of leads should be above

90%
2. Lead details should be pushed into DMS and DSE
should be assigned within 30 minutes.
3. Check that all CCEs have submitted last day’s
qualified leads in DMS with their inquiry number

4. Check VOC data and quality of CCE

5. Provide Feedback on lead quality to Agency and

Hyperlocal RO Team

6. Provide Business brief to Agency and regular updates

on number of Enquiry, Booking, Retail
Thanks