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Will the Real BDC Manager Please Stand Up…
Hire the Right People
Step 1: Write a thorough job description
Step 2: Interview Phone Skills- Conduct a phone interview with your customer’s experience in
mind
Step 3: In-Person Interview tips that vet out the best
employee
Step 4: Phase II of the Interview- Role Play
Step 5: Check References
Get the BEST candidates interested!
What’s great about your dealership or dealer group?
Step 2: The Phone Interview
In- Person Interview Tips
ü A solid interview should last an hour.
ü Don’t make the mistake of speaking about your part first.
ü If their part does not take approximately half hour because their answers are short and clipped BEWARE.
In almost all of the positions we have available, the candidate should be able to articulate themselves clearly
and in words. ü This is a people business.
Step 3: The In-Person Interview
Step 4-Phase II- Writing Evaluation Step 5- Reference Check
What should you be doing as a BDC Manager?
Weekly Meetings: As a BDC manager you should attend meetings prepared to talk about
what you see as deficient with a plan to fix it, as well as what you see that is positive and how you got it there.
Mystery Shops:
Do you have a company that performs phone & internet shops? Shops are a reflection of your leadership. What is your store averaging? Are you
training employees correctly?
Direct Mail: Are you getting copies of all pieces with enough advance notice to prepare
a script guideline and train your people on it? Are you sourcing it?
Training
1. Are you finding new and effective ways to manage and lead? Taking the time to coach and train?
2. Are you hiring the right people? “Hire for attitude, train for skill”
3. Set your expectations clearly before even allowing the applicant to apply. Many undesirables will weed themselves out.
4. Expectations include dress code, work schedule, benefits, compensation, job duties etc.
5. Do you have an interview process?
The Virtual Interview
Appointment Show Process
Does your store have one?
Do you look at the number of appointments made by BDC that show up in comparison to
what sells?
Has your receptionist been trained by you and a sales manager on how to greet and meet an
appointment? Do they have a computer at their desk where they can view a list of the
appointments in the CRM tool? If they don’t are they provided with a hard copy of the list and is it
kept updated by you throughout the day?
Do you make your BDC reps personally greet every appointment with a copy of the “customer
file”?
Does the BDC rep brief the sales consultant or sales manager in front of the customer on the
“file”?
Do you chart all your appointments that show but don’t buy after checking with the desk for a
reason to pinpoint trends we could fix on the floor for a high closing percentage on
appointments?
What is your Price Shopper Process?
Do you know it and do you train on it?
Do you make sure it is followed every time without fail before getting a price for a rep by
listening to the call first?
If it was not followed, do you call the customer yourself with the rep in an effort to
coach them on how to handle the call correctly and follow the process?
Are your GM and sales managers aware of this process so that if a BDC rep needs a price when you are out, they are provided
with one quickly and efficiently because it is
already understood they have followed this process?
Websites & Marketing
• Are you consistently updating your company website with current information?
• Are you utilizing video messages?
• Do you have an online parts store? • Is your website transparent and easy to
navigate?
• Update your why buy message/VPP-does it compel someone to buy from you?
• Are you reviewing all of your email templates? Clean them up and ask yourself if
there are any calls to action in those templates that you would react to as a
customer.
Dec-12
Jan-13
Leads 152 116 39 102
Appts. Set 59 66 22 49
Appts. Showed 26 33 12 24
Sold 21 22 7 17
Closing Ratio 13.82% 19% 17.95% 16.29%
Inspect What You Expect
Dress Code
We are business professionals and we meet face to face with our clients. We should always present ourselves as such when we enter our work environment. Please dress for success! These guidelines are meant to help us
better interact with our customers:
Train Right Training Day 1:
The 5 Day Training Plan
Training Day 2:
Training Day 3:
A.M. Shadowing: Practice Phone Scripts
Review Metrics Reporting
P.M. Driving the CRM tool
Training Day 5:
Training Day 4:
Day with the BDC Manager Make live calls!!
A.M. Practice Making Live Calls with BDC Manager
P.M. Set up work space
Review the week, job description and all expectations
Written evaluation of performance
“Accountability The RIGHT Way”
Performance Rubric-Benchmark
Google Doc’s Benchmarks-Internet Leads:
• 60% contact to lead • 60% lead to appointment • 60% appointment to show
Benchmarks-Phone-Up’s: • 40% Phone-Up to show up
BDC Managers: • Inspect Google Doc’s daily • Confirm all appointment’s
• Call all no show appointments • Call back or T.O any live contact
that doesn’t result in an appointment
Sales Management and GM Connection Asking the right questions
Business Development
