Are sales managers the only ones who should be able to desk deals and provide pricing?
Being a dealership with multiple brands, this becomes an issue due to the BDC needing pricing, as well as the salespeople. It always seems like such a hassle to get the information when we're busy or there's only one sales manager on duty.
Our luxury brand doesn't get quite as busy as the others so there is only one sales manager, one salesperson, and one BDC person trained. It becomes difficult to cover all shifts and to get pricing for a customer when the manager is off or with someone. The salespeople, of course, do not have access to giving sales quotes.
To remedy these issues, we have trained one BDC person and the one salesperson for our luxury brand on desking the deals. We have had a lot of internal controversy over this, specifically with the BDC person having this ability. The sales managers seem to think that they should be the only ones giving out pricing sheets that are presented to the customers. However, it has helped in many instances when they are backed up. It's never good customer service to make a customer wait hours or sometimes until the next day to receive pricing. By this time, they've already gotten pricing from other dealerships and have probably made their decision on who they are going to purchase from.
Being that one BDC person trained on our luxury brand and having the ability to provide pricing for my customers and my team, it has been tremendously beneficial and time-saving. It also gives us, in the BDC the ability to provide better customer service and a faster response rate.
How important do you think it is to have others trained to do this? Maybe it would be beneficial for your dealership?