Good morning Joe,
I’ve read a few articles you’ve written about BDC‘s and wanted to ask for a bit of insight. I’ve been in auto sales for 4 years, a year of which I spent as an Internet manager. Our dealership moved to a BDC structure and obviously that position evaporated into traditional sales. The initial BDC director recently was let go, and there is a current opening for the position. I am very interested and want to approach upper management about the opportunity. I’m a younger guy, but have an aptitude for sales, specifically e-commerce. Any suggestions what my focus should be when I approach the bosses that will help my cause?
Thanks for your time,
Zack
Sales Consultant
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Big topic, but I’m happy to help anyone passionate about helping their store’s BDC achieve greatness. Merry Christmas, by the way.
A BDC is usually known as the front-line of defense (aka the voice of the dealership), but it also has the opportunity to be its back-stop. Simply put, ask the “bosses” how many outbound calls they truly believe are being made by their sales team and what type of follow-up (or lack thereof) is affecting new sales and be-back business.
A good BDC doesn’t need to only handle inbound calls, emails, and chats…
You have the opportunity to batten down the hatches to make sure all new business opportunities are given the same, deserved attention as the next. Moreover, you can help foster better relationships with post-sale customers also. When speaking to the bosses, make sure you clearly identify your clear vision for what a BDC is, and explain the processes you’ll put in place to maximize opportunities for growth.
Showroom BDC’s should also handle
Post-sale “Thank You” calls
Referral calls
Lost client calls
Lease retention calls
Manifest list calls
Appointment confirmation calls
Unsold walk-in follow-up calls on behalf of the sales team
Service BDC’s can make…
Service appointments/Post-service calls
Proactive service calls for customers due for maintenance
Declined service calls
Appointment confirmation calls
The primary message you need to get across to your employer is that you have a complete understanding of a BDC’s goal – it’s the mindset. A sales professional answers a sales call, their goal is sales. Capturing customer contact info is secondary to them. A BDC is paid primarily based upon appointment, not sale. If you make it your mission to simply say that YOU in charge of the BDC will bring more people into the showroom, and log more customers into the CRM, and THEIR job is to sell those customers, they’ll realize it is a symbiotic relationship. A BDC is about more customers. More in the CRM, More in the Showroom, More in the Service Drive. It’s the goal of the department. Explain to them you’re passionate about the goal of the department, and have the dedication to see it become what it deserves to be.
Hope that helps. Best of luck with the interview.
Joe Webb
