POLICIES
Telemarketing Phone Calls and Texts Our Company carefully balances the manner in which we communicate with our Guests to ensure we are providing immediate, helpful information that does not annoy or harass. Keep in mind, marketing communications are heavily regulated. Violations can result in fines and costly lawsuits. Except as described below, all other forms of Guest communication via phone and text are prohibited. Do not buy consumer contact lists or engage in any marketing campaigns that have not been approved by the marketing department in writing. Equipment and Service Providers Guest communications must be through dealership applications. Guest information must never be collected or stored on personal devices. Specifically: • Texting: All texting must be done through the CRM (currently, CDK, eLead Text2Drive or Xtime.) Do not use your personal phone to text Guests unless your personal device has the CRM or other dealership applications. • Phone calls: All sales and service leads must be or be called through the CRM (eLEad or Xtime). Other business calls may be on Company phone lines. Do not use your personal phone to call Guests unless your personal device has the CRM or other dealership applications. Guest Permission to Contact and Opt Outs Consumer consent is required for many types of communications. Also, many consumers are on a federal and state “Do Not Call” registry. To avoid making an unwanted communication to a Guest, you must do the following: • Do not market to Guest unless they initiated an inquiry or are in our CRM. We do not “cold call” prospects unless they have initiated the lead or are in our CRM. If you receive contact information from another source other than the CRM, please obtain approval from your Regional Marketing Manager before contacting them or adding them to the CRM. • When texting a Guest for the first time, the Guest must be offered the opportunity to opt out. • Additional rules apply for Florida and Indiana consumers. For this reason, we avoid marketing to Florida and Indiana consumers, except to respond to leads submitted by a Guest. • Immediately honor and report opt out request to the CRM. Note that some Guests will request that all marketing communications cease, while other Guests may continue to consent to one type of marketing communications (like email) but do not want to be texted or called. Make sure to designate which types of marketing communications that the Guest has declined. Submit any opt-out questions or problems to privacy@ asburyauto.com. Content Requirements • Caller ID Is Required: All phone and text messages must disclose the name of the Dealership, the name of the caller, and a telephone number or address at which the caller may be contacted. • Communications must be for dealership business. Flirting or contacting Guests for any reason other than dealership business is strictly prohibited.
71 No policy should be construed to confer any express or implied contractual relationship or rights to any Team Member. The Company reserves the right to modify any policy as necessary, in its sole discretion, to the extent permitted by law. Violation of any Company policies or procedures can result in disciplinary action up to and including termination of employment. If you have any questions about this handbook or Company policies, please feel free to discuss with your Manager or HR.
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