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I am putting together a list of Best Practices for our dealer group and would like some feedback on a couple of topics from the best and brightest:

  • How many phone calls do you require your reps to make per day?
  • How many emails do you require your reps to make per day?
  • What metrics are you currently for lead to set, set to show, show to sale?
  • Using an automated systems like Responselogix?
  • More success with centralized BDC's or in store BDC's?
  • Best profile for new BDC reps?  Who are you looking for during the hiring process?
  • Pay plans - paying for appointment shows or just sales?
  • Lead volume per agent if only handling follow up


Your input is greatly appreciated.  I will compile the answers and present a consensus of current best practices.

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Mike, there are easy answers to your questions, and I could write you a book for every question, I hope this helps:

40 to 50 phone calls a day. BUT, it is all about quality. And it really comes down to leaving a better voice mail than the competition. 

Phone is more important than email. Your attitude and enthusiasm comes across on a phone call. Hard to do through email. Email is a necessary evil that has to be done. Make sure every email has value and answers the prospects questions. 

35% lead set, 60-80% show rate (if confirmed via email and a phone confirmation call by a manager). 60-80% of appointments that show up should buy.

I like RL, but if you already have good response times and are making the necessary phone calls, why spend the dough?

Both centralized and Decentralized work, depends on the skill sets of the individuals and management buy in to the process.

The hiring answer is a book. But, organizational skills, phone skills, and sales skills are a must!

Pay plans should be set up based upon your objectives of the job. Just remember, pay plans need to motivate the individual, so shape your pay plan around the individual and compensate them well for the desired results. Appt shows & sales!

A start to finish rep can handle 80 opportunities per month (generic answer). A BDR can usually handle around 150 phone calls and emails combined per month.

Just trying to help with simple answers, good luck! The key is management commitment to the entire process.  

Thank you for the responses so far. Some great info! In the spirit of sharing, here is what we currently do:

Minimum of 65 calls and 55 emails per shift with focus on the scheduled tasks in the CRM and Priority Follow Up
Lead to set = 33%, Set to Show = 67%, Show to Sale = 67%, Overall Closing % = 15%
We use Responselogix and love the system
We are a centralized BDC and produce 325-350 deals a month and growing
We definitely look for Type A personalities who are driven to succeed
We offer a base salary, commission for sales, bonus structure and spiffs
Our reps currently handle 300-350 leads per month, we're trying to get down to 250-275

Thanks Jerry, we do have very strong reps.  My lowest performing rep is averaging 38 deals a month while my best is well into the 60's on a consistant basis.  January has been an off month for just about everyone in our region but our goal for February is to have all 10 reps at 40 deals or more.


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