Sean V. Bradley Interviews The BDC Director of Neil Huffman Imports & Honda At Dealer Synergy HQ
VIP%20Appointment%20Agenda.pdf ==> Scanned Copy of Waynesville Automotive VIP Appointment Agenda
This video shows how to structure your BDC to Sales handoff to effectively turn the internet customer over to the sales floor without losing rapport for the purpose of a true VIP experience.
** This video was inspired by information we learned at the Internet Sales 20 Group in Chicago
Automotive Internet Sales Interviews Dealer Socket CRM At The 2012 CRM Convention
First and foremost and good, functional BDC center should be able to provide your dealership with accountability. Being able to accurately track numbers and statistics though not the primary role, is an essential and vital role of your BDC. Your BDC department should be able to tell you which advertising source brings you the most sales and with this data allow the dealer formulate where they should budget their advertising spend. The BDC should always be tracking the total number of phone calls, total internet leads, how many leads each BDC Rep talked too, how many appointments set, how many of the appointments showed, and how many total ups where on the lot for that particular day, week, month. A good quality CRM tool can help to provide most of this data, but the BDC Center has the ball in their court. It is the job of the BDC Center to make sure all the data collected is completely accurate, so the dealer has a complete picture of what is going on in their dealership.
Provide Customer Feedback:
Your BDC Center should always be collecting feedback from sold and unsold leads. This information is extremely valuable and crucial, in which it can help your dealership identify specific pain points and problems which can be alleviated with this vital information.
Create and provide a valuable and consistent message, have an extensive and proven follow-up procedure, and make sure all data collected is accurate:
Your BDC Reps should have a consistent message across the board and the way they do this is by having an approved pitch that always builds value for your dealership. These reps do not and should not sound like robots from another planet. When talking to the customer they should always have vibrant tone and always be listening to the customers needs. When you first enter the car business the first is taught to you is to first sell yourself, sell your dealership, then sell the car. The same rule applies to your BDC Center, in which they should always be actively listening to the customer and building rapport with them. The only difference is that instead of selling the vehicle, they are selling the appointment.
You should have a proven and tested follow-up process in place, which includes multiple points of contact with the customer. These points of contact can be by phone, e-mail, text messages, social media, and chat. The follow-up process can be one that your dealership has used in the past or one that has been implemented by a BDC trainer, but make sure it works and make sure the process keeps building value in your dealership.
Last but certainly not least, make sure the data that is collected from each lead is accurate and as detailed as possible. Your BDC Center should be collecting at least two numbers, their address, their e-mail and social media connections like Facebook and Twitter. Facebook and Twitter are valuable assets to your BDC Center, because after the sale you can implement a Social Media referral program that allows your BDC Center to capture even more leads for your dealership.
Take Advantage of Every Opportunity:
Your BDC department should always take advantage of the business that your dealership has already developed. What I mean by this is that the BDC Center should always be in contact with the customers who have vehicles that are already paid off or customers whom vehicles have accumulated positive equity, they should always be using past customers for referral campaigns through social media, they should be revisiting the leads that somehow got cold and never showed, and last but not least calling those customers that came in that never bought to continue to build value in your dealership and possible get them back in and save a deal.
Continue to Develop New Business:
This is a very important aspect of a BDC Center that sometimes falls to the wayside. A good BDC Center should never just sit around and hoping for the phone to ring or for an e-mail to come in. A good BDC Center should always be coming up with new and insightful ideas to draw in customers from all of your media outlets. The scope of the Automotive Industry is always changing, that is a given, so you should make sure you have a BDC Director and or Manager that is coming to you on a regular basis with new and inventive ideas. If for some reason they are not, simply set down and have a quick chat with them. Maybe, for some reason, they have developed great idea and they are afraid or maybe they are not even expecting you to want these new ideas. Make sure you are conveying to them that you are always looking for new ideas to increase business. You may have a valuable resource in that BDC Director that you have yet to un-tap.
If you've watched my other video's, we have discussed the following:
Now we move on to the recipe. With so many people wondering how to be successful, I suggest that success comes from following a process. It's no different than baking a chocolate cake. If you want to end up with the proven result of chocolate cake, you'd better follow the proven recipe that will get you there.
In my career, I've had the privalege of being mentored by many very successful people and you know what? They all say the same thing. When asked, "How did you become so successful?", the response is, "By doing what other successful people do".
That validates what is written in such books as Dale Carnegies, "How to Win Friends and Influence People" or Napoleon Hills, "Think and Grow Rich".
If you'd like to achieve your own personal definition of success and you want to know how to become successful in life, you MUST follow the recipe.
Stay tuned for my next video where I'll introduce you to the 1st ingredient in the recipe for success.
Your success starts here.
http://www.internetsales20group.com Alan Vines Automotive from Jackson Tennessee went from 25 units per month online to over 95 units per month online and I broke down how they did it and how ANY dealership can do it...
From 25 to 95 Units per Month Online: How to Make it Happen For Your Dealership
WOW!!! We are Proud of You!!!!
Automotive Dealer Principals & General Managers BEWARE of Internet Sales or BDC Department!
"automotive sales" "internet sales" bdc "phone sales" "call center" "dealership department" "dealer principal" "general manager" gm manager management beware "be careful" "car sales" "auto sales" prospects leads opportunities ups
Sean V. Bradley & Robert Wiesman Training on Automotive (Internet) Sales At Dealer Synergy
I was onsite today at a Chevy Dealership in Chicago training them on Automotive Internet Sales and specifically "Phone Sales", Phone Process...
I go into detail explaining my philosophy and strategy.
If you have any questions about this video gotohttp://www.dealersynergy.com or email me. I would happy to answer any questions you may have.
Automotive Sales Training - Phone Sales - Internet Sales - Business Development - Sean V. Bradley
Discussing "Pay Plans", Commissions, Bonuses (And WHY) Inside an Automotive Internet Sales 20 Group - Sean V. Bradley
Automotive Internet Sales / Phone Sales "What to Do if There is NO Phone Number or a Bogus Number"
The hardest part of Automotive Internet Sales or Business Development is simply getting the prospect on the phone and that in part is because you might not have ANY phone number to contact them or its a wrong / bogus phone number... OR you might have a number, it could be there home or office and you can't seem to connect with them. So, what do you do? I see way too many people in our industry accepting defeat without ever trying to do something proactively to try to create a connection with a prospect.
What can you do...?
First and foremost is NOT to accept that if there is no phone number listed or if there is a wrong phone number that "That is it". You MUST seek out an alternative... Here is a GREAT website you can go to:
or my personal favorite is to call "411" and ASK for a "Reverse Look Up".
If you can not find the prospect's phone number trying those resources then maybe you should take their email address (from their internet purchase request) and drop it into:
The bottom line is TAKE A SHOT... try to find a person's contact information, or better contact information. REACH OUT TO THEM. Be "Proactive".
And remember, "You can not lose something, that you never have had before".
If you have any questions about this post or would like some free help... call me or email me-
Automotive Internet Sales - Example of How to Handle "Bought Elsewhere" / Dead Deals - Don't WASTE Opportunities!
Everyone knows that the hardest part of Automotive Internet Sales is getting someone on the phone... I get it. As a matter of fact on average you will only connect with approximately 11- 14 percent on the phone. Meaning that if you make 120 Out bound phone calls, you will connect with 14-17 people on the phone (Not a very good ROI on your efforts). But, it is what it is...
Now it gets EVEN more frustrating when you FINALLY get someone on the phone after following up with them for days or sometimes even weeks / months and hearing "Sorry, I bought elsewhere". You have to FIGHT the urge of getting mad, or even being rude. Or worse, being indifferent and just letting it slip into the "Dead Deal" folder on your CRM.
Even though you lost the opportunity to sell a vehicle, you can turn that prospect into a service opportunity. Why would you care...? Because a service customer is 7 times more likely to purchase a vehicle from where their service their vehicle from. AND... your dealership might have lost the "sales" revenue, but THEY might be able to secure "service" revenue.
Furthermore, It is a well know statistic that a prospect that buys a vehicle, someone else in THEIR HOUSEHOLD will buy another vehicle within 90 days! That means, even though you lost that initial sale you can possibly secure a strong referral for a future opportunity if you handle the situation the right way.
If you would like me to elaborate on this post or if you have any questions what so ever, please feel free to email or call me.