Guarantee Complete Dealership Growth via a Blended BDC

Transcription

1 Guarantee Complete Dealership Growth via a Blended BDC Joni Stuker Founder & President Owner Connect Hoffman Estates, IL jstuker@ownerconnect-llc.com

2 The views and opinions presented in this educational program and any accompanying handout material are those of the speakers, and do not necessarily represent the views or opinions of NADA. The speakers are not NADA representatives, and their presence on the program is not a NADA endorsement or sponsorship of the speaker or the speaker s company, product, or services. Nothing that is presented during this educational program is intended as legal advice, and this program may not address all federal, state, or local regulatory or other legal issues raised by the subject matter it addresses. The purpose of the program is to help dealers improve the effectiveness of their business practices. The information presented is also not intended to urge or suggest that dealers adopt any specific practices or policies for their dealerships, nor is it intended to encourage concerted action among competitors or any other action on the part of dealers that would in any manner fix or stabilize the price or any element of the price of any good or service. 2

3 BDC WHEEL TO PERFECTION 1. BDC appointment with work number 2. Service appointments set every 90 days with unsold/sold customers 3. Sold referral sheets 4. Unsold showroom traffic with work number % LIVE T.O. 6. Color-code daily appointment source 7. Meeting each morning with Sales Managers 8. Appraisals with tomorrow s service customers GO GREEN HOURLY TRACKING 3

4 Go Green Form is shown below. Each BDC Representative completes the form on the hour tracking their productivity for that previous hour. Each team member is accountable to going green each hour and management uses these tools to show that. Once the form is completed, the information will automocatically share over to the Go Green Board. This easy-to-use system, allows for fast tracking and accountability for the team. Cloud Based Google Drive - Access from anywhere, anytime - Easy to use Google Accounts - Real time updates, no waiting - Unlimited user access - Reports fully customizable BDC REPRESENTATIVE COMPENSATION PLANS 4

5 Base: $10.00 per hour Bonus: $25.00 for each sold appointment Hot leads (fresh unsold, incoming calls, Internet leads) $75.00 for each sold appointment (1-10) BDC Generated (referrals, call campaigns, old leads) $ for each sold appointment (11+) Volume Bonus: exceeding 25 sales / $ for exceeding Minimum Standards Inbound: Maintain a minimum of 90% names and numbers; 70% appointments set; 50% appointments show Outbound: Dial 100x per shift Develop an average of 1 outbound appointment per hour (not including reschedules) Show Ratio: Maintain an average of 50% New Business Development: Obtain 2 New Referral Leads per shift BDC MANAGER COMPENSATION PLAN 5

6 Base $4000 per month Bonus 4 Categories Show Ratio 50% Appointment Show Ratio $ % Appointment Show Ratio $ % Appointment Show Ratio $ Individual Rep Performance 1 st Rep Performing at min. standards $ nd Rep performing at min. standards $ rd Rep performing at min. standards $ th Rep performing at min. standards $ th Rep performing at min. standards $ th Rep performing at min. standards $ (Minimum standards will equate to 15 units sold per rep) New Business/Self -Generated Sales Each Sold/Delivered $25.00 each (New Business is defined as referrals; cold call sales. Documentation must be provided to ensure proper credit) BDC MANAGER JOB DESCRIPTION 6

7 The BDC Manager is responsible for monitoring all Internet leads, phone calls and following up on unsold leads. This position is also responsible for working with the sales managers in order to maximize advertising expense. You must be an appointment setting customer service oriented individual with excellent organizational skills in order to manage incoming customer leads. RESPONSIBILITIES - Monitoring and distributing Internet leads from our website, dealer, manufacturer and third party sites to BDC reps - Assisting BDC reps in determining each customer's needs by asking open ended questions and practicing active listening - Learning, understanding and adhering to call and scripts - Setting and confirming appointments; following up for each shown or missed appointment - Gathering information for out-of-state customers and getting that information back to them in a timely manner - Attending weekly sales meetings and trainings - Meeting with the sales managers and director regarding objectives, planned activities, reviews and analysis - Making sure BDC representatives are following up with all clients that are connected to the dealership for business development REQUIREMENTS - Supervisory/Managerial Experience - Excellent Phone Skills - Self-Motivation with strong ability to work in team environment - Post high school education highly desirable - Prior call center experience highly desirable - Ability to achieve goals with limited supervision 7

8 - Professional appearance and demeanor - Strong collaborative nature - Strong computer and Internet skills (multiple platforms) - Some weekend and holiday work expected BDC REPRESENTATIVE JOB DESCRIPTION 8

9 RESPONSIBILITES - Answer all incoming phone calls according to script and strategically overcome objections - Schedule and follow up on all sales inquiries - Generate sales appointments - Contact customers based on current marketing initiatives - Promptly and accurately enter all customer inquiry data into the customer management tools - Follow up with sales associates and sales managers regarding leads and prospects. - Generate s and text messages as needed - Effectively utilizes lead management tools - General office administration support - Display ethical behavior, provide the highest degree of customer satisfaction and be honest in all aspects of dealing with customers QUALIFICATIONS - Strong ability to multi-task - Professional demeanor, appearance, and demonstrate an expert ability to follow up with good customer service - Strong MS Office Suite computer skills, Windows proficient - Strong organizational and time management skills - Must meet company's requirements for employment - Customer service and appointment setting experience preferred - Adhere to all company policies, procedures and safety standards - Must have outstanding verbal and written communication skills 9

10 - Ability to work effectively and possess personal accountability in a team environment - Strong organizational and time management skills 10