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Automotive BDC Internet Retention - Guest Relations

Stan Sher of Dealer eTraining discusses how the business development and/or internet sales department needs to be viewed as the guest relations department. Guests come to stay and remain with the dealership while customers come and go. Start viewing customers as guests and the dealership will increase levels of professionalism as well as revenue.

Views: 70

Tags: Automobile (Industry), auto dealer training, automotive bdc, automotive guest relations, bdc, bdc expert, customer service, dealer etraining, lease retention, stan sher


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Comment by Steve Duff on May 28, 2012 at 2:06pm

Good advice Stan. We instruct our team to never use "BDC" or "Business Development" when talking to a caller. Every once in a great while I'll hear one of them slip up and they immediately see the error of their ways. However, our team refers to themselves as Customer Care reps from the Customer Care Center. I personally feel that customers are something we keep for a lifetime (hopefully), while a guest is the one who is temporary... so I disagree with you on that part. Customer Care implies that we will be there not only before and during, but also after the sale.

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