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Jon Berna

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Jon Berna Blog Posts

The Inbound Call Pre-snap Read

The Inbound Call Pre-snap Read

It’s the third down with 12 yards to go and, after the quarterback relays the play from the offensive coordinator to the team in the huddle, everyone…

Aristotle and Data Driven Decisions

Aristotle and Data Driven Decisions

So what about Aristotle?  Aristotle’s the Art of Rhetoric contains the ‘Three Means of Persuasion’ which are Ethos, Pathos and Logos…

Selling the way Your Customer Wants to Buy

Selling the way Your Customer Wants to Buy

Here is a story about a customer that communicated and negotiated at one of the highest levels I have seen to-date.  This was near the beginning of my…

Improving Appointment Show Rate and Sold Rate

Improving Appointment Show Rate and Sold Rate

The phrase “Roll out the red carpet” or “We are going to roll out the red carpet for you” is one of the more common ways we have de…

BDC Call Routing Done Right | Managing Your BDC Like a Call Center 4 of 4

BDC Call Routing Done Right | Managing Your BDC Like a Call Center 4 of 4

This is the 4th article in the series Managing Your BDC Like a Call Center: Ok your BDC is receiving calls from a vast array of sources, for new vehicles,…

BDC Phone Systems and Reporting | Managing Your BDC Like a Call Center 3 of 4

BDC Phone Systems and Reporting | Managing Your BDC Like a Call Center 3 of 4

This is the 3rd article in the series Manage Your BDC like a Call Center: The decision of what type of phone system to secure for your department req…

Advanced BDC Phone Metrics | Managing Your BDC Like a Call Center 2 of 4

Advanced BDC Phone Metrics | Managing Your BDC Like a Call Center 2 of 4

This is the 2nd article in the series Manage Your BDC like a Call Center: As call volume increases you will find that your basic phone system is quic…

When does a BDC become a Call Center | Managing Your BDC Like a Call Center 1 of 4

When does a BDC become a Call Center | Managing Your BDC Like a Call Center 1 of 4

This is the 1st article in the series Manage Your BDC like a Call Center: Every department needs boundaries so the employees know their responsibilit…

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