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Automotive BDC

internal_vs_external_bdcs

Many people assume that because I work with a company that provides BDC services, that I’m against internal BDCs. That’s actually not true. In some instances, it makes sense for a dealership to have an internal BDC.

Every dealership is different with its own unique processes and needs, so the decision really has to be made on a case by case basis.

Many dealers believe their in-house sales team should be able to handle all inbound and outbound sales calls, but not all salespeople possess the necessary personality traits to be successful on the phone, or they simply don’t have time to execute phone campaigns effectively.

The fact is, it takes an average of four attempts to get hold of a customer, and that’s with dialer software that predicts the best time of day to call. Most salespeople give up after two attempts.

Regardless of the reason, when calls are being mishandled or not getting made, it’s time to consider outsourcing to a BDC. Consider the pros and cons of using internal and external BDCs to decide which is best for you. Read More

Start_Improving_Inbound_Phone_Performance

Despite the increase in digital mediums for advertisements, calls to auto dealerships’ service departments have remained steady – and serve as the second most common form of initial contact with dealers.

While most dealers focus on bigger ticket items like new and used car sales, the service department should not be put on the back burner. The service department isn’t only a way to get new customers to your dealership, but also great retention and referral opportunities.

Recent inbound automotive call data published from a sampling of over 106 million phone calls over four years shows that over half (54%) of all inbound calls to automotive dealerships are revenue-winning opportunities.

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Webinar Straight Talk On BDC Strategies

Is your sales staff making enough phone calls to keep your pipeline full of leads? Has your manufacturer ever mandated the use of a BDC service? Or do your service advisors spend too much time on the phones, and not enough face time with your customers? It’s time for some straight talk about BDC strategies you should be using to grow your business.

Business development centers (BDCs) are a proven method for increasing sales opportunities, service appointment volume and improving customer satisfaction, yet many dealerships have used both internal and outsourced BDCs with lackluster results.

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Metrics_to_Measure_Automotive_BDC_Performance

Does your dealership use an external BDC for sales calls? Many managers like to keep control of their sales process in house, but realistically, the majority of salespeople don’t have time to place the hundreds of calls necessary every week to keep their pipeline filled.

Additionally, many salespeople lack the skills to effectively engage consumers over the phone. The personality types that provide engaging in-person experiences don’t always translate well to over-the-phone experiences.

Using an external BDC is not about handing off the sales process to someone else; it’s about increasing the number of opportunities for your own team. If you’re not sure whether a virtual BDC can provide value or ROI, use these metrics to measure performance.

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When a customer leaves the lot without purchasing a vehicle, there’s a good chance he or she will never be back. A few may return, but most won’t. Does that mean you should never follow up with customers? Obviously not!

The follow-up call is critical and can absolutely save a deal. Even if only one out of ten customers comes back to the store and buys from you, it’s worth your time.

Unfortunately, many salespeople aren’t trained how to make effective follow up calls. I understand that when you call or text a customer, and they completely ignore you, it can be disheartening. But ask yourself honestly, are you giving them a reason to return your voice mail or text?

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guy making calls

At its core, sales is a numbers game. It always has been and always will be. If you’re selling the same product that others are selling, you can only expect to close a percentage of customers that come into your store. In our industry, top performers close 50 to 60 percent of their appointments.

Therefore, logic dictates the only way to increase sales is to make more appointments. We all know you can’t rely on “ups” alone. So, how do you get more appointments? It’s pretty simple. You make more phone calls.

The person who makes the most phone calls makes the most connections. Those who make the most connections, make the most appointments and ultimately close the most sales. Makes sense, doesn’t it?

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