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I have been asked by my GSM to start developing a new process.  I thought, where better to turn than ADM.  We are looking at changing our current structure from me leading 2 salespeople that handle all of the Internet leads and phone calls to open it up on the entire salesfloor.  There are always pros and cons to every new process, I understand that.  My question to everyone out there in ADM land is this; How do you measure what each person is doing DAILY?  We use Vin Solutions as an ILM and it works great.  I have thought that I would make an offer to the sales floor, and those who were interested in taking leads, I would run through a certification of some sort.  Please help, any and all ideas, good or bad, are appreciated.

Tags: Department, Internet, floor, new, sales, structure

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This happened to me 10 yrs ago. After i set it up they put me back on the floor. Cheaper to pay a few nice girls to answer the phone and set the appointment. Good luck! If your really want to do this I can tell you how.
If you dont mind, give me an idea of how you ran it, and what results you saw.

2 BDC Phone Staff call leads, give a quote, and set appt. For each appoint set and kept they get $ bonus on top of their salary. Each no show they follow up with i.e. buy/die.

Appointment is set to meet the BDC Rep. Whomever greets the cust. asking for BDC Rep gets the Cust. The Deal is then handed off to desk to be worked and closed. Commission gos to the salesperson.

Results, they are still practicing it today. The store has steady business, however, they do not look at Internet customers any different from any other. The result is Leads off Internet = Phone Pop.

So It is easy to install if you have the details to go with the plan and u train and educate the entire sales staff on the new program. I have consulted and placed this into other stores for them and can do it for your store and or group. Let me know! FYI there is also a way to place into the system your phone and your walk up traffic as well. 520 990.1175
Mark's answer is, imho, 100% correct. The best part of hitting yourself in the head with a hammer is when you stop--so, why do we continue to rely on training for phone and Internet of salespeople who just Will Not Get Appointments?? Dedicated BDC staff, in-house or out-sourced to a company you trust, scripts to set appointments, and triage any difficult calls to your best salesperson. And give the appointmnets in a trackable manner to the sales team.
I have always been under the impression that BDC's are only for larger stores. We have tried an outsourced BDC just before I took over the dept, and it SUCKED!!! I have been told by my boss that this is the way we are going to try it. If it does not work, then we will try something else. I am just trying to figure out what kind of process I can implement after I pick the salespeople that will actually be handling the leads and train them.
The easy way to pick salespeople is by listening to your Callbright or Whoscalling or whatever recordings you have. The people consistently getting phone appointments are the pool you will have to look at to find out who can handle the Internet.

For instance, 20 salespeople, 7 good on the phone, two Internet candidates from that.

The Internet is still about getting folks on the phone and setting appointments and selling cars.

I would give them all a chance to be part of the team. Provide them with training and then give them a month or two to step up and prove they can handle the job. Keith is absolutely right about listening to the calls. We do this for our customers and then edit the audio files and provide coaching feedback. We've taken people with no skills at all and have turned them into Phone Ninjas. We also run into people who have no desire to get better. Once we identify these individuals we take them off the team and direct your leads to those who are qualified to handle them.

You have my e-mail, let me know if I can be of service.


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