BDC

Replies to This ADM Discussion

Permalink Reply by Jason Manning on November 10, 2012 at 10:23am

Hire experienced receptionists for each spot in the BDC. They can handle the phones and set appointments. They don't typically handle price quoting which is a good thing. They are a professional trained voice for your business.

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Permalink Reply by Richard Ludlow on November 10, 2012 at 10:44am

Thanks Jason, thats pretty much what the company setting it up told us to look for. We're going to look in house at the people we have then maybe look outside for someone with more phone experience than sales.

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Permalink Reply by Stan Sher on November 13, 2012 at 3:18pm

You have a huge challenge by the way.  You have two brands that are heavily influenced by the OEM.

Ford with Ford digital marketing and Chrysler with Shift Digital.  This is great experience for you to learn best practices from two OEMs and to see how you can think outside the box to make them work for each brand.  Here is what you need to do.  Learn what you can.  Test your market.  Test your process.  Improve the processes.  Dominate your market.

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Permalink Reply by Big Tom LaPointe on November 18, 2012 at 10:33pm

script, script, script. i think it depends on HOW INVOLVED you want the BDC. phone up / web lead / chat lead are different sides to the same coin, and i still believe in tom stuker's training that the goal of a phone up is to set an appointment.

 

that said, you can't ignore that 100% of the research tells us that customers really just want a price. there are 20 ways to work around that, but even the strongest phone pro has to oblige the prospect in some cases. just because customers want something doesn't mean we automatically give it to them.

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