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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