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Help Your BDC Be Better w/ Sarah Force
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The KPI Cafe returns to the BDC (Business Development Center) with Sarah Force, who leads a highly successful team that boasts high morale to boot. In this episode, you'll hear unique perspectives on how to better retain BDC staff, training, processes, and more that can help shape or updated how you approach your dealership's BDC. Whether you're a Dealer Principal or a BDC Director/Manager, you'll hear a range of insights that are applicable and can make true change in the metrics -- and the intangibles -- that will drive more opportunities for you to sell cars and book service appointments.
Here's what you'll hear:
5:03 - Sarah's Automotive Origin Story
8:16 - Context for Guest Invite
8:50 - Where Should You Source BDC Talent?
- Role of Retention
- Recruiter Advantage
11:12 - Expanding on Importance of Retention
- Growth Path
- Flexibility
- Scepticism Gives Way to Opportunity
13:36 - BDC Training
- Documented Process
- "Magic Words"
- Ongoing Tweaks/Maintenance
- What-If Scenarios
11:55 - Process of Appointment Setting
- Keep It Positive
- Keep the Momentum
- Consider Variables
20:12 - Strategy for "No Shows"
- Appointments Review
- Touchpoints
- Incorporate Salesperson
- "Is Everything Okay?"
21:55 - Universal Truths to Get People to Show?
- "Test Drive" Language
24:16 - Things Dealers Can Do with Their BDC They Aren't
- Handling the Phone!
- Be Sure to Know the Metrics
- Service?
28:38 - Scenarios a Service BDC Can Cover
- Genuine Concern Trumps All
30:53 - Calls: Quality vs. Quantity
33:32 Ideal BDC
- Happiness Factors
300 Leads per Month Each BDR
35:13 - How to Create Positive Culture
- Be the Hub
39:34 Contacting Sarah Force
Chapters
1. Sarah's Automotive Origin Story (00:05:03)
2. Context for Guest Invite (00:08:16)
3. Where Should You Source BDC Talent? (00:08:50)
4. Expanding on Importance of Retention (00:11:12)
5. BDC Training (00:13:36)
6. Process of Appointment Setting (00:16:35)
7. Strategy for "No Shows" (00:20:12)
8. Universal Truths to Get People to Show? (00:21:55)
9. Things Dealers Can Do with Their BDC They Aren't (00:24:16)
10. Scenarios a Service BDC Can Cover (00:28:38)
11. Calls: Quality vs. Quantity (00:30:53)
12. Ideal BDC (00:33:32)
13. How to Create Positive Culture (00:35:13)
14. Contacting Sarah Force (00:39:34)
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