Will The Real BDC Manager, Please Stand Up

Will the Real BDC Manager Please Stand Up…

Hire the Right People

Step 1: Write a thorough job description

Step 2: Interview Phone Skills- Conduct a phone interview with your customer’s experience in

mind

Step 3: In-Person Interview tips that vet out the best

employee

Step 4: Phase II of the Interview- Role Play

Step 5: Check References

Get the BEST candidates interested!

What’s great about your dealership or dealer group?

Step 2: The Phone Interview

In- Person Interview Tips

ü A solid interview should last an hour.

ü Don’t make the mistake of speaking about your part first.

ü If their part does not take approximately half hour because their answers are short and clipped BEWARE.

In almost all of the positions we have available, the candidate should be able to articulate themselves clearly

and in words. ü This is a people business.

Step 3: The In-Person Interview

Step 4-Phase II- Writing Evaluation Step 5- Reference Check

What should you be doing as a BDC Manager?

Weekly Meetings: As a BDC manager you should attend meetings prepared to talk about

what you see as deficient with a plan to fix it, as well as what you see that is positive and how you got it there.

Mystery Shops:

Do you have a company that performs phone & internet shops? Shops are a reflection of your leadership. What is your store averaging? Are you

training employees correctly?

Direct Mail: Are you getting copies of all pieces with enough advance notice to prepare

a script guideline and train your people on it? Are you sourcing it?

Training

1.  Are you finding new and effective ways to manage and lead? Taking the time to coach and train?

2.  Are you hiring the right people? “Hire for attitude, train for skill”

3.  Set your expectations clearly before even allowing the applicant to apply. Many undesirables will weed themselves out.

4.  Expectations include dress code, work schedule, benefits, compensation, job duties etc.

5.  Do you have an interview process?

The Virtual Interview

Appointment Show Process

Does your store have one?

Do you look at the number of appointments made by BDC that show up in comparison to

what sells?

Has your receptionist been trained by you and a sales manager on how to greet and meet an

appointment? Do they have a computer at their desk where they can view a list of the

appointments in the CRM tool? If they don’t are they provided with a hard copy of the list and is it

kept updated by you throughout the day?

Do you make your BDC reps personally greet every appointment with a copy of the “customer

file”?

Does the BDC rep brief the sales consultant or sales manager in front of the customer on the

“file”?

Do you chart all your appointments that show but don’t buy after checking with the desk for a

reason to pinpoint trends we could fix on the floor for a high closing percentage on

appointments?

What is your Price Shopper Process?

Do you know it and do you train on it?

Do you make sure it is followed every time without fail before getting a price for a rep by

listening to the call first?

If it was not followed, do you call the customer yourself with the rep in an effort to

coach them on how to handle the call correctly and follow the process?

Are your GM and sales managers aware of this process so that if a BDC rep needs a price when you are out, they are provided

with one quickly and efficiently because it is

already understood they have followed this process?

Websites & Marketing

• Are you consistently updating your company website with current information?

• Are you utilizing video messages?

• Do you have an online parts store? • Is your website transparent and easy to

navigate?

• Update your why buy message/VPP-does it compel someone to buy from you?

• Are you reviewing all of your email templates? Clean them up and ask yourself if

there are any calls to action in those templates that you would react to as a

customer.

Dec-12

Jan-13

Leads 152   116   39   102

Appts. Set 59   66   22   49

Appts. Showed 26   33   12   24

Sold 21   22   7   17

Closing Ratio 13.82%   19%   17.95%   16.29%  

Inspect What You Expect

Dress Code

We are business professionals and we meet face to face with our clients. We should always present ourselves as such when we enter our work environment. Please dress for success! These guidelines are meant to help us

better interact with our customers:

Train Right Training Day 1:

The 5 Day Training Plan

Training Day 2:

Training Day 3:

A.M. Shadowing: Practice Phone Scripts

Review Metrics Reporting

P.M. Driving the CRM tool

Training Day 5:

Training Day 4:

Day with the BDC Manager Make live calls!!

A.M. Practice Making Live Calls with BDC Manager

P.M. Set up work space

Review the week, job description and all expectations

Written evaluation of performance

“Accountability The RIGHT Way”

Performance Rubric-Benchmark

Google Doc’s Benchmarks-Internet Leads:

• 60% contact to lead • 60% lead to appointment • 60% appointment to show

Benchmarks-Phone-Up’s: • 40% Phone-Up to show up

BDC Managers: • Inspect Google Doc’s daily • Confirm all appointment’s

• Call all no show appointments • Call back or T.O any live contact

that doesn’t result in an appointment

Sales Management and GM Connection Asking the right questions

Business Development

Finale Video https://youtu.be/QgYZ32_5iOQ