Automotive Sales & Service BDC Course - B02
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LESSON 1: AUTOMOTIVE SALES & SERVICE BDC - BDM COURSE INTRODUCTION
Automotive Sales & Service BDC - BDM Course Introduction -
LESSON 2: ESSENTIAL BDC AND BDM STEPS TO TAKE PROPER CARE OF AUTOMOTIVE SALES LEADSEssential BDC and BDM Steps To Take Proper Care Of Automotive Sales Leads7 Topics|1 Quiz
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Taking Care Of Inbound Automotive Sales Leads BDC Workflow
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Inbound Automotive Sales Lead BDC Workflow
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Outbound Automotive Sales Lead BDC Workflow
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How To Perform Daily, Weekly, And Monthly Automotive Sales BDC Tasks
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How To Maintain The Customer Database In The CRM The Right Way
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What Else Should An Automotive Sales BDC Representative Know?
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Performing Daily, Weekly, And Monthly Automotive Sales BDM Tasks
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Taking Care Of Inbound Automotive Sales Leads BDC Workflow
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LESSON 3 BDC: EVERYTHING A BDC REPRESENTATIVE NEEDS TO KNOW ABOUT AUTOMOTIVE SERVICE REPAIR ORDERSEverything A BDC Representative Needs To Know About Automotive Service Repair Orders7 Topics|1 Quiz
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What Does An Automotive Service BDC Representative And How Can They Help?
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Understanding The Automotive BDC Service Appointment Scheduling Process
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What Is A Service Repair Order And How BDC Can Write Them Efficiently - The 3 C's
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How BDC Representatives Record Customer Complaints On Service Repair Orders
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Different Service Repair Order Payment Types A BDC Representative Will Need To Use
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What A BDC Representative Needs To Know When Working With Technicians
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Decoding The Vehicles VIN Made Easy For BDC Representatives
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What Does An Automotive Service BDC Representative And How Can They Help?
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LESSON 4: FEATURES, BENEFITS, AND SELLING POINTS OF EACH SERVICE MAINTENANCE ITEM FOR BDC REPRESENTATIVESFeatures, Benefits, And Selling Points Of Each Service Maintenance Item For BDC Representatives8 Topics|1 Quiz
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Engine Maintenance Services Explained For BDC Representatives
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Powertrain System Maintenance Explained For BDC Representatives
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Brake System Maintenance Explained For BDC Representatives
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Wheel & Tire Maintenance Explained For BDC Representatives
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Other Vehicle Maintenance Services Explained For BDC Representatives
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Vehicle Detailing Service Explained For BDC Representatives
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Cross-Selling Additional Service Maintenance Checklist For BDC Representatives
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How BDC Representatives Can Help Customers Understand The Importance Of Vehicle Maintenance
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Engine Maintenance Services Explained For BDC Representatives
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LESSON 5: BREAKING DOWN FACTORY WARRANTY FOR BDC REPRESENTATIVESBreaking Down The New Car Factory Warranty For BDC Representatives10 Topics|1 Quiz
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New Vehicle Warranty Guide For BDC
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Limited Factory Warranty Coverage For BDC
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Base Factory Warranty Coverage For BDC
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Powertrain Warranty Coverage For BDC
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Emission Control System Warranty For BDC
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Diesel Engine Warranty Coverage For BDC
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Hybrid Component Warranty Coverage For BDC
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Additional Factor Warranty Coverage For BDC
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Roadside Assistance Coverage For BDC
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Writing Warranty Repair Orders For BDC
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New Vehicle Warranty Guide For BDC
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LESSON 6: UNDERSTANDING AUTOMOTIVE SERVICE CUSTOMER AND PERSONALIZING THE SALES EXPERIENCE BDC REPRESENTATIVESUnderstanding Automotive Service Customer And Personalizing The Sales Experience BDC Representatives2 Topics|1 Quiz
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LESSON 7: GROWING A BDC REPRESENTATIVES SOFT SKILLS AND SCHEDULING APPOINTMENTSGrowing A BDC Representatives Soft Skills And Scheduling Appointments7 Topics|1 Quiz
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Active Listening & Asking Open-Ended Questions - BDC Soft Skills
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Top 3 Service BDC Closing Techniques - BDC Soft Skills
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Selling Additional Automotive Service Items With Greater Confidence - BDC Soft Skills
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Service Appointment Scheduling Procedures - BDC Soft Skills
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How To Handle & Schedule Vehicle Recalls - BDC Soft Skills
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What NOT To Tell Customers Over The Phone - BDC Soft Skills
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How To Properly Address Customer Questions And Objections - BDC Soft Skills
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Active Listening & Asking Open-Ended Questions - BDC Soft Skills
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LESSON 8: HOW TO TACKLE CHALLENGES IN THE AUTOMOTIVE INDUSTRY AS AN AUTOMOTIVE BDC OR BDMHow To Tackle Challenges In The Automotive Industry As An Automotive BDC Or BDM4 Topics|1 Quiz
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LESSON 9: MEASURING BUSINESS DEVELOPMENT KPI'S & FORECASTING AS AN AUTOMOTIVE BDMMeasuring Business Development KPI's & Forecasting Metrics As A Automotive BDM2 Topics
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LESSON 10: BUSINESS DEVELOPMENT SCRIPTS & TEMPLATES FOR AUTOMOTIVE BDC REPRESENTATIVESBusiness Development Scripts & Templates For Automotive BDC Representatives16 Topics
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BDC: Sales Business Development Scripts & Guidelines
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BDC: Sales - Inbound Phone Lead Script
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BDC: Sales - 4 Inbound Sales Lead Email Scripts
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BDC: Sales - 5 Customer Retention Email Scripts
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BDC: Service Business Development Scripts & Guidelines
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BDC: Service - Scheduling Incoming Call Service Appointment Script
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BDC: Service - Regular Maintenance Due Appointment Scripts
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BDC: Service - 1 Week Service Appointment Reminder Scripts
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BDC: Service - Next Day Service Appointment Reminder Scripts
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BDC: Service - Missed Appointment Follow-Up Scripts
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BDC: Service - Thank You and CSI Survey Follow-Up Scripts
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BDC: Service - First Oil Change And Welcome To The Dealership Scripts
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BDC: Service - Special Ordered Parts And Appointment Scripts
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BDC: Service - Vehicle Recall Notification Scripts
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BDC: Service - Lost Customer Campaign Scripts
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BDC: Service - Declined Service Repair Scripts
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BDC: Sales Business Development Scripts & Guidelines
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Essential BDC and BDM Steps To Take Proper Care Of Automotive Sales Leads
How To Take Care Of Sales Leads
Course Highlight:
- Service business development
- Beginning to end steps for inbound leads
- Inbound sales BDC process
- Following up with outbound customers
- Recording and maintaining the CRM database
- A to Z tasks of a sales BDC staff
- Daily & weekly BDM task
Learning Objective:
BDC team members play two different roles in the sales department. The first is to follow up on incoming leads, which includes finding a vehicle that’s a good fit for the potential customer, scheduling a meeting with a sales team member, and following up after the meeting.
The second role of a Sales BDC representative is to provide customers with after-care support. BDC representatives will reach out to existing customers occasionally, with the intent to keep them engaged and to encourage customer loyalty.
The goal is to improve customer retention, specifically towards the end of their vehicle lease or loan. BDC staff will start a marketing campaign to ensure customers will purchase their next vehicle from them again.
Additional Notes: This guide is not a complete BDC workflow. There’s no one-size-fits-all workflow for BDM’s because each manufacturer, dealer, or independent store may have additional steps or perform these steps in a different order. This lesson is to get you started in the right direction, use the guide in the beginning, then build on it by creating your own workflow.