Tewart Online Training

Internet BDC

Internet Business Development Center


Modules Status
Are You Involving the BDC Manager?

Ways to improve BDC & Internet integration and success

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Hiding Behind Email

Increase sales with less emails & more phone calls

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Handling Fresh Leads

Organizing your fresh leads for efficiency

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Find the Customers Preferred Method of Communication

How to increase sales by finding out how your customer prefers to communicate

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Setting the Expectation for the Next Communication

The next steps: when you don't close the deal

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Always Include a Post Script in Your Emails

What a P.S can do for you

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Create 2,3 Stage Sales Cycles

Benefits of having multi-step processes

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Communicate Your SDP

How your SDP gives you the edge

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Two Questions

Always ask these 2 key questions

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The Ears, Listening Technique

4 steps to effective listening

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Me Too's

Identifying with your customer with similar experiences

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Go See's

Don't always wait for the customer to come to you

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Residual Flow Leased

Don't let old leads slip away

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The Power of Texting

Why you should be texting customers

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The Power of Subject Lines

Proven subject lines that get customers' attention

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Commitment and Consistency Continuum

Dont scare away the customer, use small commitments to gain trust and bigger commitments

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Types of Call

Ways to Bring Customers Back

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Second Path of Readership

Highlighting what you need the customer to see

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Asking for the appointment

Asking for the appointment – How to get a customer in before they have an opportunity to shop elsewhere

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Appointment Arrival

Appointment Arrival – Making a customer at ease when arriving at the dealership

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Confirmation of Appointment

Confirmation of appointment – Who will confirm from the dealer and when we should confirm

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Internet Leads

Internet leads – What 4 things should happen within the first 15 minutes of the lead coming into the CRM

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Smile When you Dial

Smile when you dial – building trust, rapport and slowing the customer down from the beginning

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Internet Leads and Qualifying Questions

Internet leads – Qualifying questions to ask the customer to ensure a greater show ratio.

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Staffing a BDC

Staffing a BDC – One of the most common mistakes dealers make is understaffing

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BDC Morning Agenda

BDC Morning Agenda – Prioritization of tasks the first hour

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BDC Evening Agenda

BDC Evening Agenda – Prioritization of tasks the last hour

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Save A Deal Meetings

Save A Deal Meetings – A must for a BDC Manager and what to review

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Communication Methods

Communication Methods – calls, text message, video emails maximize contact with customer and we must communicate the way they prefer

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BDC Basic Ratios

BDC Basic Ratios – Contact Ratio, Appt set ratio, Appt show ratio, sold ratio

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What a GM or Owner can do to audit a BDC

What a GM or Owner can do to audit a BDC – mystery shop them, pull 10 random customers out of the CRM to listen to calls and see if they have been followed up with consistently

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A Successful BDC Tool Kit

A Successful BDC tool kit – Buy in from the top, proper training, the right tools (CRM and equipment)

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BDC Opportunities

BDC Opportunities – Internet leads, phone ups, unsold customers, equity customers

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Appealing Outbound Call Phone Call Opening Words and Phrases

Appealing Outbound Call Phone Call Opening Words and Phrases, Am I reaching you at a good time? I know you’re really busy Let me get to the point I wanted to let you in on a secret

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How to Get Quality Employees

BDC interview process - submit video resume, phone call interview, schedule an email interview and face to face is the last step

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BDC Support Position

2 times a week go back and call all internet leads, missed appointments, phone ups, unsold this way nothing slips through the cracks

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100% T.O. on Phone Calls from the BDC

BDC manager must be able to TO every call, should they not be there or unavailable, BDC reps should TO every call with each other to ensure nothing slips through the cracks. Sometimes it takes a second voice confirming what the first voice was explaining. This also builds confidence amongst BDRs and is excellent team building.

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BDC/Internet Sales Manager

Integral part of the organization's management team, hire/fire, make executive suggestions such as lead providers, websites, processes that assist the flow of the whole dealership to maximize their time and workload, vendor relationships, they are not tech support, IT, CRM cleanup crew, invest in their training and education, do not empower the wrong person - a true leader and closer needs to manage that department.

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BDC Payplans

Pay them on what they can control and pay them well - you will get what you pay for - fan of tier level pay plans based on performance - if they perform beyond the set goals, they get more bonus pay. A few examples of what to pay on are appt shows, response time on internet leads, closing ratio, call volume. Do not pay on appointment set!

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