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From: Jared Hamilton
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Chris Costner

Chris Costner Account Executive

Exclusive Blog Posts

Click-to-Call [Infographic]

Click-to-Call [Infographic]

  Most dealers understand the importance of making it easy for customers and prospects to find contact information. Websites often have prominent &…

Quick Tips for Improving Dealership Culture

Quick Tips for Improving Dealership Culture

Car dealers have a terrible reputation. It's such a negative experience for so many that people are electing to make a major purchase like a vehicle fr…

The Biggest Mistake Dealers Make When It Comes to Customer Retention

The Biggest Mistake Dealers Make When It Comes to Customer Retention

Jim Roche is the Divisional VP of Marketing & Managed Services at Xtime. We asked him to tell us the biggest mistake he sees dealers making today when …

Is 2018 the Year of Customer Convenience?

Is 2018 the Year of Customer Convenience?

It seems that every year has a theme attached to it in terms of where dealerships’ focus will be. Which themes or buzzwords will dominate 2018? We…

Upcoming Webinar: Show with Your Showroom, Sell with Your Website

Upcoming Webinar: Show with Your Showroom, Sell with Your Website

Today's customers walk into your showroom better-informed than ever before. Because they've done their research ahead of time, 89% walk into t…

Unleash The Hounds

I was first introduced to the “Dealership BDC” module back in 2000 under the watch of a gentleman by the name of Chuck Barker.  As a salesperson, I spent a 90-minute shift in that department each day and couldn’t wait to get back out on the lot and sell a car.  In order to be on the sales floor come Saturday, I also needed an “x” amount of confirmed appointments throughout the week.  I know this will not make sense to any of us now, but I was not a fan in the beginning.  It didn’t take long however with some coaching, call guide practicing, appointments being set and selling those appointments that I was hooked.

The BDC/Internet department has certainly come a long way since then and so much is going on within it.  The one thing that hasn’t changed is that there are still phone calls coming into this dealership.  Although I am involved with much more now than in the year 2000, I am not afraid to get in the mix and take a customer from start to finish in the showroom, jump in the F&I seat, or take that very important phone call and sell an appointment along with the rest of my BDC/Internet staff.  I am a salesperson.  I don’t claim to be the best, but I certainly strive to keep the importance of the call I take at the very top and do what I can to make the appointment happen.  I can become so much better and more consistent.

Consistency is important and without a guide and plan in place, it is hard for the human brain to keep on track by “winging” a phone call.  If your staff is “winging” the dealership’s phone calls, I suggest you stop immediately and get a new process in place.  I consider myself a “student of the process” and always want to be better at what I do so I decided to share a couple of calls with you of mine, which is the significance of this post title.  If you like them, hate them, want to critique them please do so.  We are all here to learn and I certainly encourage all of your comments.  Very brave of me, I know.  Enjoy.

New Car Call

Used Car Call

Hunter Swift
It says these videos are private and it wont let you listen to it.
Chris Costner
Hunter, my apologies, we are making the changes now. Stay tuned and thanks for visiting.
Hunter Swift
Good calls.
Chris Costner
Very kind Hunter. I think consistency is key and I too don't get everything harnessed like I should. I may be my own worst critic. I have the tools, I just need to do it. Fortunately, with these calls we still achieved an appointment.
Brady Irvine
Great job Chris, very ballsy to put yourself out there like that.

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