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Bdc team leader v1

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Bdc team leader v1

  1. 1. BDC Team Leader 1. The BDC Team Leader is required to both execute and supervise the team’s customer communications via email and telephone in a manner that conforms to the standards and processes put into effect by the Courtesy Chevrolet eBusiness management team. 2. BDC Team Leaders are required to show up on time, and not miss work days per the Business Development Manager’s published schedule while conducting himself/herself in a manner consistent with the existing corporate culture, general policies and operating procedures of Courtesy Chevrolet. 3. BDC Team Leaders are responsible for the training, coaching, mentoring and resulting productivity levels of their assigned teams of Customer Service Representatives (CSR).Skills, Requirements, Qualifications and Duties include thefollowing: 4. Execute Customer Communication Processes in Accordance with Courtesy Chevrolet Business Development Strategies 5. Be able to schedule appointments using CRM software, emails and phone contacts with prospective and repeat customers 6. Attend meetings for both the dealership and the eBusiness Department 7. Supervise, train, coach and mentor CSRs assigned to the team 8. Call outbound prospects and solicit appointments for test drives and/or professional appraisals of current vehicles customer owns 9. Attend training and complete testing requirements to become GM Certified 10. Understand the buying profile and patterns of the typical telephone prospect 11. Utilize personalized Courtesy Chevrolet email templates for communications 12. Collect email addresses and enter into CRM system from at least 50% of prospects spoken to 13. Utilize Courtesy Chevrolet telephone word tracks as guidelines for process and flow of customer phone contacts 14. Execute Courtesy Chevrolet’s communications strategy when responding to calls in a way that profitably competes for the customer both on-line and off- line
  2. 2. 15. Execute the Courtesy Chevrolet call handling process in a consistent yet flexible manner that results in a customer experience designed to achieve the highest appointment ratios 16. Obtain email addresses and register all customers in GM programs designed specifically to tie them to Courtesy Chevrolet… www.MyChevrolet.com 17. When assigned by manager; register, schedule and attend training seminars to learn the latest processes and techniques for automotive Business Development 18. Training is ongoing and provided by managers, suppliers and outside Consultants brought to Courtesy Chevrolet at dealership expenseKey Performance Indicators that will be used to evaluate yourperformance in this position: 19. Ensure that the team sets appointments for dealership visits with at least 60% of inbound calls received 20. Achieve Call-to-Dealership visit conversion rates for the team of 30% or more on inbound calls received 21. Achieve an overall Call-to-Sales closing ratio of 12% or higher for the supervised team assigned to the BDC Team Leader 22. Achieve an average daily outbound call completion count of at least 150 calls per CSR on team 23. Achieve an average daily “Talk Time” of at least 120 minutes per CSR assigned to team Primary CSR Job Duties: 1. Answer all incoming phone calls according to management approved incoming call word tracks (scripts) and schedule showroom appointment. 2. Collect customer’s name, multiple phone numbers and email address from all incoming sales calls. 3. Log all Customer contacts and comments into CRM Software. 4. Schedule future follow-up contact in CRM software if no appointment is generated from the initial incoming sales call. 5. Contact Customers using management approved outbound phone contact word tracks (scripts) and customer contact lists in CRM Software to schedule showroom appointments that check in upon arrival with reception desk. 6. Confirm scheduled appointments using appointment confirmation email template in CRM software.
  3. 3. 7. Post scheduled appointments into CRM software and print a copy for CRM Administrators at showroom reception desk. 8. Contact “No Show” customers and reschedule their showroom appointments for a more convenient day and time. 9. Follow up with CRM Administrators at reception desk to determine if appointments are kept and the outcome. 10. Results Based CRM: Change status of prospect records in the CRM software to reflect customer’s current progress within the car buying sales cycle, and schedule future customer contact for every customer based on the results of current customer contact. 11. Purify and update Customer information and contact data in CRM application… Maintain accurate notes describing every customer contact. 12. Generate personalized emails confirming phone conversations 13. Schedule follow-up reminders in CRM software for next contact. 14. Contact Customers based on current Courtesy Chevrolet and GM marketing initiatives. 15. Respond to Customer web based requests using email and telephone. 16. Contact Internet Customers via email and phone to schedule a Sales appointment. 17. Follow up on Internet Customer emails according to a pre-determined timeline. 18. Create customer welcome folder for reception desk on all confirmed appointments. 19. Print Customer reception presentation based on appointment type. 20. Forward any Customer concerns to correct Departmental Manager and follow up with customer to verify concerns have been addressed.Entry Level:Customer Service Representative (CSR) Pay Plan for BDC EmployeesThe following assumes a Full-Time CSR employee working 40 hours per week,generating 40 Sales Appointments per month that show up and are logged in atthe showroom reception desk. Appointments are generated through IncomingPhone calls, Web based inquiries and Leads, previously Sold customer Follow-upcalls, and GM Manifests linked to current marketing campaigns, private offersand incentives. Assume that the sales team generates a minimum of 35% salesclosing ratio results from the BDC’s shown appointments.PAY PLAN: Hourly wage + bonus per appointment kept$8.00 per hour$15.00 bonus for each Appointment that checks in at the reception desk after being previously logged into the CRM software by the CSR $8.00 per hour x 40 hours = $320.00 x 4 weeks = $1,280.00 $15.00 x 40 appointments kept = $600.00 Total: $1,680.00 per month Annual Income: $20,160.00
  4. 4. First Promotion:Customer Service Manager (CSM) Pay Plan for BDC EmployeesThe following assumes a Full-Time CSM employee working 40 hours per week,generating 50 Sales Appointments per month that show up and are logged in atthe showroom reception desk. Appointments are generated through IncomingPhone calls, Web based inquiries and Leads, previously Sold customer Follow-upcalls, and GM Manifests linked to current marketing campaigns, private offersand incentives. Assume that the sales team generates a minimum of 30%sales closing ratio results from the BDC’s shown appointments.PAY PLAN: Base Salary + bonus per appointment kept + bonus perappointment sold 1. $1,500.00 base salary (monthly) 2. $15.00 bonus for each Appointment that checks in at the reception desk after being previously logged into the CRM software. 3. $25.00 for each shown appointment that results in a sale $1,500.00 per month base salary + $15.00 x 50 appointments kept = $750.00 + $25.00 x 15 sold appointments = $375.00 ---------------------------------------------------------- Total Month Income = $2,625.00 per month Pro-Rata Annual Income = $31,500.00Second Promotion:Customer Service Manager (CSM) Pay Plan for BDC EmployeesThe following assumes a Full-Time CSM employee working 40 hours per week,generating 50 Sales Appointments per month that show up and are logged in atthe showroom reception desk. Appointments are generated through IncomingPhone calls, Web based inquiries and Leads, previously Sold customer Follow-upcalls, and GM Manifests linked to current marketing campaigns, private offersand incentives. Assume that the sales team generates a minimum of 30%sales closing ratio results from the BDC’s shown appointments.PAY PLAN: Base Salary + bonus per appointment kept + bonus perappointment sold 1. $1,500.00 base salary (monthly) 2. $15.00 bonus for each Appointment that checks in at the reception desk after being previously logged into the CRM software.
  5. 5. 3. $25.00 for each shown appointment that results in a sale from Incoming Phone and Internet Leads Under 24 Hours 4. $50.00 for each shown appointment that results in a sale 5. $75.00 for each shown appointment that results in a sale from Dormant Leads, Pro-Active Lead Lists and unsold showroom follow-up past 30 daysExample of this Pay Plan: $1,500.00 per month base salary + $15.00 x 50 appointments kept = $750.00 + $25.00 x 5 sold appointments = $125.00 + $50.00 x 5 sold appointments = $250.00 +$75.00 x 5 sold appointments = $375.00 --------------------------------------------------------- Total Month Income = $3,000.00 Pro-Rata Annual Income: $36,000.00BDC Team LeaderPAY PLAN: Base Salary + bonus per appointment kept + bonus perappointment sold 6. $2,500.00 base salary (monthly) 7. $5.00 bonus for each Team Appointment that checks in at the reception desk after being previously logged into the CRM software. 8. $10.00 for each shown Team appointment that results in a sale from Incoming Phone and Internet Leads Under 24 Hours 9. $15.00 for each shown Team appointment that results in a sale 10. $25.00 for each shown Team appointment that results in a sale from Dormant Leads, Pro-Active Lead Lists and unsold showroom follow-up past 30 daysExample of this Pay Plan: $2,500.00 per month base salary + $5.00 x 250 appointments kept = $1250.00 + $10.00 x 50 sold appointments = $500.00 + $15.00 x 25 sold appointments = $375.00 +$25.00 x 25 sold appointments = $625.00 --------------------------------------------------------- Total Month Income = $5,250.00 Pro-Rata Annual Income: $63,000.00

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