How many opportunities came in by channel?
Project Update 004 · Daily Manager Action Tool
Customer Opportunity Review
Review live opportunities, assign ownership, create targeted follow-up, and inspect what happens next.
This page is built to be used today. It gives managers a simple operating flow for turning CRM activity into follow-up targets and clear next actions.
Live OpportunitiesOwnershipTargeted Follow-UpCRM Source of TruthInspection
Start Here
Start with yesterday's opportunities
Customer Opportunity Review starts with reconciled data. Before a manager can coach, they need to know what actually happened the day before.
Showroom visits
Phone calls
Internet leads
Emails
Appointments
Test drives
Full number presentations
Sold / delivered
Open follow-up from prior days
Purpose: before a manager can coach, they need to know what actually happened — by channel, by owner, and by outcome.
Step 1 · The Forensic Review
The four questions
Every Customer Opportunity Review is a forensic review. It brings every opportunity back to four questions — answered with specifics, not slogans.
Who owns each opportunity today?
Was there a visit, call, test drive, presentation, objection, quote, no-show, or lost contact?
What specific action happens next, by whom, and by when?
Step 2 · Daily Review Flow
Move from report to action
The purpose is not to admire a report. The purpose is to decide what customer action needs to happen today.
Open leads, unsold visits, missed appointments, aged prospects, and active follow-ups.
Call today, manager follow-up, appointment target, missing CRM note, or stalled opportunity.
Every opportunity needs an owner, a next action, and a due time.
Confirm the customer was worked, the CRM was updated, and the next step is clear.
Review Mode
Choose the review mode
Showroom visits, phone calls, and internet leads are inspected differently. Pick the channel and inspect what matters for that kind of opportunity.
Showroom visit — what the manager inspects
- Do we have customer name, phone, email, address?
- Do we know the vehicle of interest?
- Do we know the trade?
- Do we know what they wanted to accomplish?
- Do we know why they are in the market?
- Did they test drive?
- What was the immediate test-drive response?
- Did we present numbers, and were they furnished clearly?
- Why did they go home?
- What is the next action?
Phone call — what the manager inspects
- Was the call answered with energy?
- Did we capture name, number, and email?
- Do we know what information they wanted?
- Do we know the vehicle they called on?
- Who handled the call?
- Did a manager follow up same day, or by noon the next day?
- Was a confirmation video or message sent?
- Is the next contact assigned?
Internet lead — what the manager inspects
- What was the response time?
- Did the after-hours video / autoresponder go out?
- Did the first response answer the question?
- Did the first response include video?
- Did we ask a question back?
- Did we confirm availability?
- Did we keep the video short, useful, and different?
- What is the next cadence step?
Prior-day follow-up — what the manager inspects
- Was the prior next action completed?
- Is the customer still active, or should they be closed?
- What is the documented concern or missing information?
- What is the next contact, owner, and due time?
- Does the CRM reflect the latest outcome?
- Has a manager touched this opportunity recently?
Step 3 · Target Builder
Build the follow-up list
Use this structure to turn live opportunities into specific customer follow-up targets.
| Customer | Owner | Current Status | Missing Info | Next Action | Due Time | Manager Check |
|---|---|---|---|---|---|---|
| Customer name | Salesperson / manager | Active lead, visit, appointment, sold, lost, watch | Trade, budget, objection, vehicle, timeline, decision maker | Call, text, email, video, manager call, appointment set | Today by time | Confirm action and CRM note |
| Example target | Assigned owner | Needs follow-up | Reason for delay unclear | Call and ask what needs to happen next | Before close | Manager inspects result |
Step 4 · CRM Source of Truth
If it is not in CRM, the store cannot inspect it
The CRM is the operating memory of the customer relationship. The guest sheet, customer intel, notes, ownership, and next action all need to connect back to the CRM.
What must be captured
- Customer reason for shopping or visiting
- Vehicle of interest and must-have needs
- Trade or current vehicle information
- Objection, concern, or missing decision point
- Last contact and outcome
- Next action, owner, and due time
Operating Checklist
Opportunity Detail Checklist
The in-store checklist a manager can run on any single opportunity to confirm the customer story is complete.
Customer information complete?
Vehicle of interest documented?
Trade documented?
Why they are shopping documented?
What they wanted to accomplish documented?
Test drive completed?
Test drive response recorded?
Numbers presented?
Objection documented?
Next action assigned?
Owner assigned?
Due time assigned?
Objection Diagnosis
If they went home, what are they thinking about?
When a customer goes home to think about it, inspect what they are actually thinking about. The job is to diagnose the real concern before coaching the next contact, not to accept the stall.
Vehicle fit
Salesperson / trust
Store / company confidence
Price or payment
Trade value
Timing
Missing information
Spouse / decision partner
Comparison vehicle
Need to sleep on it
“Think about it” is not an objection. It is a missing diagnosis.
Step 5 · Follow-Up Coaching Prompt
Coach the next customer contact
Before the follow-up, answer:
- What does this customer care about?
- What information is missing?
- What should we say next?
- Is this a salesperson follow-up or manager follow-up?
- What is the target outcome of the call, text, or email?
Step 6 · End-of-Day Inspection
Inspect what happened next
At the end of the day, the manager verifies whether the assigned actions happened and whether the CRM now reflects the customer story.
Was the customer contacted?
Was the CRM updated?
Was a next action created?
Did the manager inspect it?
Is the opportunity still active?
Daily Communication Board
Keep names active until communication is complete
Every manager owns names on the board. A name does not come off until the customer is communicated with and the CRM reflects the outcome.
| Customer | Owner | Reason for Follow-Up | Contact Method | Due Time | Outcome | Still Active? |
|---|---|---|---|---|---|---|
| Customer name | Manager / salesperson | Unsold visit, internet lead, missed appointment | Call, text, video, email | Today by time | Connected, left message, booked, sold | Yes / No |
| Example owner row | Assigned owner | Went home to think about it | Manager call | By noon | Clarify real concern, confirm next step | Yes |
Rule: names do not come off the board until the customer is communicated with and the CRM reflects the outcome.
Training Cards
Training cards behind this tool
These training cards provide the operating logic behind Customer Opportunity Review. They connect the guest sheet, CRM story, unsold traffic, follow-up coaching, and manager inspection into one daily review discipline.
1Guest Sheet
Discovery & the Guest Sheet
Use for CRM source of truth, customer intel, and why the guest sheet matters before follow-up.
Open Card 12Strategy
April 30% Retail Lift
Use for why the opportunity list matters and why managers should focus on recent unsold showroom traffic.
Open Card 23Prioritize
Managing the 30% List
Use for prioritizing customers by information quality, test drive, numbers presented, and decision status.
Open Card 34Contact
Phone & Video Script
Use for the first customer contact, Four Promises language, and video/text/call sequence.
Open Card 45Diagnosis
The One Question
Use for getting to the real objection: what prevented the customer from buying when they were in the store?
Open Card 5