Beware of BDC Pitfalls
Wards Auto provides great insight on how to avoid BDC Pitfalls. Check out the excerpt below and let us know your best ways to avoid BDC pitfalls.
"BDCs are not new to the automotive retail industry. But in recent years, consultants, vendors and auto makers have been pitching the concept.
A BDC simply is a separate telemarketing department in the dealership set up to make outbound phone calls to potential customers, as well as handle inbound calls for sales appointments.
Most dealers agree their showroom sales people's phone skills can be terrifying. They may be great in face-to-face meetings. But it's a different matter when getting them to answer calls correctly as well as making follow-up calls to customers.
The idea behind a BDC is to hire people with phone skills, give them scripts and watch the money roll in..."
To read more visit the following link: https://www.wardsauto.com/news-analysis/beware-bdc-pitfalls
Check out a great article On The Importance of An Automotive Call Center:
The Article Excerpt Below From Ask The Manager:
MUST #3: BDCS MUST BE MANAGED LIKE CALL CENTERS
Many dealers I know created their BDCs by staffing them with a few of their existing floor salespeople and then paying them like floor salespeople (generally on the sold units). Their argument was simply that they needed knowledgeable people to be able to answer customer questions and that they only felt they should pay when this department sold a car.
Wrong and wrong.
The truth is that your BDC is more like a bank call center than it is a traditional sales team. You don’t need seasoned salespeople to be successful and you should never expect them to sell anything. Their job is to set appointments that show, period. When you compensate a BDC agent on a sold unit you are encouraging them to start “selling” on the phone – something that is not just a bad idea, but also counterproductive. You’ll end up selling fewer units to appointments this way, because your BDC team ends up over-qualifying every prospect.
Moreover, when you employ “car guys” in this role, you often get a group that spends too much time answering questions and almost no time setting appointments that show. Like a bank call center, your BDC should be driven by metrics and talk tracks, not selling and product knowledge. In fact, the less product knowledge a BDC agent has the better – it means they can only stick to the approved talk tracks and will spend all of their time setting appointments that show and buy."
About The Author:
Steve Stauning, creator of The Appointment Culture and an expert in The Customer Experience, is the host of Undeniable Advantage Live!, a monthly live video webcast and customer service training provider hosted at UndeniableAdvantage.com. He is also an extremely popular keynote speaker, writer, and industry consultant. Learn more about Steve at SteveStauning.com.
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