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Automotive Sales & Service BDC Course​ - B03

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  1. LESSON 1: AUTOMOTIVE SALES & SERVICE BDC - BDM COURSE INTRODUCTION

    Automotive Sales & Service BDC - BDM Course Introduction
  2. LESSON 2: ESSENTIAL BDC AND BDM STEPS TO TAKE PROPER CARE OF AUTOMOTIVE SALES LEADS
    Essential BDC and BDM Steps To Take Proper Care Of Automotive Sales Leads
    7 Topics
    |
    1 Quiz
  3. LESSON 3 BDC: EVERYTHING A BDC REPRESENTATIVE NEEDS TO KNOW ABOUT AUTOMOTIVE SERVICE REPAIR ORDERS
    Everything A BDC Representative Needs To Know About Automotive Service Repair Orders
    7 Topics
    |
    1 Quiz
  4. LESSON 4: FEATURES, BENEFITS, AND SELLING POINTS OF EACH SERVICE MAINTENANCE ITEM FOR BDC REPRESENTATIVES
    Features, Benefits, And Selling Points Of Each Service Maintenance Item For BDC Representatives
    8 Topics
    |
    1 Quiz
  5. LESSON 5: BREAKING DOWN FACTORY WARRANTY FOR BDC REPRESENTATIVES
    Breaking Down The New Car Factory Warranty For BDC Representatives
    10 Topics
    |
    1 Quiz
  6. LESSON 6: UNDERSTANDING AUTOMOTIVE SERVICE CUSTOMER AND PERSONALIZING THE SALES EXPERIENCE BDC REPRESENTATIVES
    Understanding Automotive Service Customer And Personalizing The Sales Experience BDC Representatives
    2 Topics
    |
    1 Quiz
  7. LESSON 7: GROWING A BDC REPRESENTATIVES SOFT SKILLS AND SCHEDULING APPOINTMENTS
    Growing A BDC Representatives Soft Skills And Scheduling Appointments
    7 Topics
    |
    1 Quiz
  8. LESSON 8: HOW TO TACKLE CHALLENGES IN THE AUTOMOTIVE INDUSTRY AS AN AUTOMOTIVE BDC OR BDM
    How To Tackle Challenges In The Automotive Industry As An Automotive BDC Or BDM
    4 Topics
    |
    1 Quiz
  9. LESSON 9: MEASURING BUSINESS DEVELOPMENT KPI'S & FORECASTING AS AN AUTOMOTIVE BDM
    Measuring Business Development KPI's & Forecasting Metrics As A Automotive BDM
    2 Topics
  10. LESSON 10: BUSINESS DEVELOPMENT SCRIPTS & TEMPLATES FOR AUTOMOTIVE BDC REPRESENTATIVES
    Business Development Scripts & Templates For Automotive BDC Representatives
    16 Topics
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The Sales BDM Duties

BDM Sales Team Meetings

Before starting each day, take the time to connect with BDC staff every morning to discuss goals or update them with recent developments.

A manager’s task includes ongoing education and hands-on training with their BDC team daily while maintaining a positive work environment. Encouraging the team with positive feedback and praising them for their accomplishments. Set daily objectives or expectations and goals for each team member, especially when they relate to performance bonuses.

Daily administrative duties include cleaning up the previous day’s business in the first hour of the day. Review the previous day’s logged information, complete the daily reports, and measure staff performance to ensure the department remains on track to meeting monthly goals.

Managers need to walk the room every hour to monitor floor activity, assist staff with demanding customers, and track the status of leads.

  • Address production goals
  • Continually update product knowledge
  • Explore new customer retention strategies
  • Current new sales or service promotions
  • Review potential script improvements (phone, text, email)
  • Roleplay different customer situations and objections
  • Practice asking open-ended questions and active listening skills
  • Discuss what’s is holding them back from achieving their daily goals

BDC staff should keep personal notebooks and spreadsheets to track their performance. (This is excellent for personal accountability, cross-referencing with the management, and as a back-up to the internet.)

 


Review BDC Daily & Monthly BDC Goals

How is your team tracking this month? Are they meeting the daily targets set? Review the following each BDC team member:

  • Average BDC response time
  • # of leads with successful contact made
  • # of appointments set
  • # of shows
  • # of closed
  • # of inactive leads
  • # of inbound leads received this month
  • # of active leads from the prior month

Additional metrics to review:

  • Total talk time (number of calls and average call time
  • Lead sources (showroom, internet, third-party)
  • Year over year tracking (this year versus last year)
  • Month and year to date versus forecast

There is a bonus chapter at the end of this course dedicated to sales and service BDC KPI’s with North American benchmarks. Plus, how to create an annual sales forecast for your department.

 

Listen To Phone Conversations

Are BDC staff focused on the caller and building rapport? Are they responding with appropriate customer questions or concerns? Are they asking open-ended questions? Is the conversation friendly, relaxed or does your staff sound stressed and anxious? Consider praising them on their strengths and work with them on their weaknesses.

 

Review Missed Call Rate Percentage

Review the ratio for the total number of live interactions with customers versus the number of calls placed. Are the phone calls placed going straight to voicemail? Do you need to change the method of contact or when calls are placed?

 

Minimum Calls Made

A good guide per BDC team member is a minimum of 100 calls, 100 emails, 100 texts per day.

8 appointments are set, and 2-3 appointment shows per business day. The ideal minimum BDC inbound lead connection rate is 80% or higher.

 

Lead History

Review the daily lead history and step in or hand over unresponsive leads after the fifth day. The BDC staff should have called the lead six to seven times and sent out three emails in those five days.

 


Weekly Sales BDM Tasks

Weekly Sales Department Meetings

BDC managers and staff should attend weekly sales meetings. Ask the sales manager to have you sit in on sales meetings, even if it’s for thirty minutes. In the beginning, you can listen, but you’ll feel more comfortable as the weeks go by. Sales meetings are a great place to discuss workflow issues and suggest improvement plans or marketing ideas.

It’s also vital for BDC team members to keep sales staff up to date as well. Ensuring the sales team is recording their customer information in the CRM properly and checking for new appointments or leads from you quickly.

 

Weekly Sales & Service Manager Meetings

It’s easy for managers to lose sight of the BDC department’s role within the dealership. Set aside time twice a week to meet each department manager personally and ensure everyone shares the same goals.

 

Weekly BDC Team Member Meetings

Hold meetings with BDC team members after attending the sales and service meetings.

  • Discuss new agenda items
  • Hold performance reviews:
    • outbound calls, firm appointment percentage
  • Review CRM reports daily and weekly

 

 

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. You may have additional tasks you need to complete each day, month, and year. 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.