The document discusses setting up an effective business development center (BDC) for an automotive dealership. It provides information on recruiting BDC managers and coordinators, including ideal skills and personality traits. It also covers implementing schedules, pay plans, hardware and software needs, and best practices such as paying bonuses for appointments kept. The overall goal is to incrementally increase the dealership's monthly and annual gross profits through the BDC's inbound phone, internet, and RTCM/RCL sales contributions.

1. People IGPA Exercise Infrastructure Wrap-Up Hardware/ Software Getting Started

2. Incremental Gross Profit Analysis Participant Guide Pages ##-## IGPA Exercise Back Next Home

3. Incremental Gross Profit Analysis Inbound Phone X X X X X X X X X X Next Back Home IGPA Exercise 1

4. Incremental Gross Profit Analysis Inbound Phone Average Month BDC Incrementality (2%-5%) BDC Sales Contribution (Column 1 X Column 2 ) Gross (Nat’l. Avg.) PNVR F&I ($1,238) ($522) Monthly Gross (Column 3 X Column 4) 300 Next Back Home IGPA Exercise X X X X X X X X X X 1

5. Incremental Gross Profit Analysis Inbound Phone Average Month BDC Incrementality (2%-5%) BDC Sales Contribution (Column 1 X Column 2 ) Gross (Nat’l. Avg.) PNVR F&I ($1,238) ($522) Monthly Gross (Column 3 X Column 4) 300 5% Next Back Home IGPA Exercise BDC Incrementality Up to 5% Up to 3% Up to 2% “ Yes” Responses 3 or less = 4 to 6 = 7 or more = X X X X X X X X X X 1

6. Incremental Gross Profit Analysis Inbound Phone Average Month BDC Incrementality (2%-5%) BDC Sales Contribution (Column 1 X Column 2 ) Gross (Nat’l. Avg.) PNVR F&I ($1,238) ($522) Monthly Gross (Column 3 X Column 4) 300 5% Next Back Home IGPA Exercise BDC Incrementality Up to 5% Up to 3% Up to 2% “ Yes” Responses 3 or less = 4 to 6 = 7 or more = X X X X X X X X X X 1 15 Units

7. Incremental Gross Profit Analysis Inbound Phone Average Month BDC Incrementality (2%-5%) BDC Sales Contribution (Column 1 X Column 2 ) Gross (Nat’l. Avg.) PNVR F&I ($1,238) ($522) Monthly Gross (Column 3 X Column 4) 300 5% Next Back IGPA Exercise BDC Incrementality Up to 5% Up to 3% Up to 2% “ Yes” Responses 3 or less = 4 to 6 = 7 or more = Home X X X X X X X X X X 1 15 Units $1,760

8. Incremental Gross Profit Analysis Inbound Phone Average Month BDC Incrementality (2%-5%) BDC Sales Contribution (Column 1 X Column 2 ) Gross (Nat’l. Avg.) PNVR F&I ($1,238) ($522) Monthly Gross (Column 3 X Column 4) 300 5% Next Back IGPA Exercise BDC Incrementality Up to 5% Up to 3% Up to 2% “ Yes” Responses 3 or less = 4 to 6 = 7 or more = Home X X X X X X X X X X 1 15 Units $1,760 $26,400

9. Incremental Gross Profit Analysis Internet Next Back IGPA Exercise X X X X X X X X X X 7 Home

10. Incremental Gross Profit Analysis Internet Average Month BDC Incrementality (2%-5%) BDC Sales Contribution (Column 1 X Column 2 ) Gross (Nat’l. Avg.) PNVR F&I ($1,238) ($522) 100 Next Back IGPA Exercise Home Monthly Gross (Column 3 X Column 4) X X X X X X X X X X 7

11. Incremental Gross Profit Analysis Internet Average Month BDC Incrementality (2%-5%) BDC Sales Contribution (Column 1 X Column 2 ) Gross (Nat’l. Avg.) PNVR F&I ($1,238) ($522) Next Back IGPA Exercise 100 2% BDC Incrementality Up to 5% Up to 3% Up to 2% “ Yes” Responses 3 or less = 4 to 6 = 7 or more = Home Monthly Gross (Column 3 X Column 4) X X X X X X X X X X 7

12. Incremental Gross Profit Analysis Internet Average Month BDC Incrementality (2%-5%) BDC Sales Contribution (Column 1 X Column 2 ) Gross (Nat’l. Avg.) PNVR F&I ($1,238) ($522) Next Back IGPA Exercise 100 2% BDC Incrementality Up to 5% Up to 3% Up to 2% “ Yes” Responses 3 or less = 4 to 6 = 7 or more = Home Monthly Gross (Column 3 X Column 4) X X X X X X X X X X 7 2 Units

13. Incremental Gross Profit Analysis Internet Average Month BDC Incrementality (2%-5%) BDC Sales Contribution (Column 1 X Column 2 ) Gross (Nat’l. Avg.) PNVR F&I ($1,238) ($522) Next Back IGPA Exercise 100 2% BDC Incrementality Up to 5% Up to 3% Up to 2% “ Yes” Responses 3 or less = 4 to 6 = 7 or more = Home Monthly Gross (Column 3 X Column 4) X X X X X X X X X X 7 2 Units $1,760

14. Incremental Gross Profit Analysis Internet Average Month BDC Incrementality (2%-5%) BDC Sales Contribution (Column 1 X Column 2 ) Gross (Nat’l. Avg.) PNVR F&I ($1,238) ($522) Next Back IGPA Exercise 100 “ Yes” Responses 3 or less = 4 to 6 = 7 or more = 2% BDC Incrementality Up to 5% Up to 3% Up to 2% Home Monthly Gross (Column 3 X Column 4) X X X X X X X X X X 7 2 Units $1,760 $7,040

15. Incremental Gross Profit Analysis RTCM/RCL Next Back IGPA Exercise X X X X X X X X X X 4 Home

16. Incremental Gross Profit Analysis RTCM/RCL Average Month BDC Incrementality (2%-5%) BDC Sales Contribution (Column 1 X Column 2 ) Gross (Nat’l. Avg.) PNVR F&I ($1,238) ($522) 150 Next Back IGPA Exercise Home Monthly Gross (Column 3 X Column 4) X X X X X X X X X X 4

17. Incremental Gross Profit Analysis RTCM/RCL Average Month BDC Incrementality (2%-5%) BDC Sales Contribution (Column 1 X Column 2 ) Gross (Nat’l. Avg.) PNVR F&I ($1,238) ($522) 150 3% Next Back IGPA Exercise “ Yes” Responses 3 or less = 4 to 6 = 7 or more = BDC Incrementality Up to 5% Up to 3% Up to 2% Home Monthly Gross (Column 3 X Column 4) X X X X X X X X X X 4

18. Incremental Gross Profit Analysis RTCM/RCL Average Month BDC Incrementality (2%-5%) BDC Sales Contribution (Column 1 X Column 2 ) Gross (Nat’l. Avg.) PNVR F&I ($1,238) ($522) 150 3% Next Back IGPA Exercise “ Yes” Responses 3 or less = 4 to 6 = 7 or more = BDC Incrementality Up to 5% Up to 3% Up to 2% Home Monthly Gross (Column 3 X Column 4) X X X X X X X X X X 4 5 Units

19. Incremental Gross Profit Analysis RTCM/RCL Average Month BDC Incrementality (2%-5%) BDC Sales Contribution (Column 1 X Column 2 ) Gross (Nat’l. Avg.) PNVR F&I ($1,238) ($522) 150 3% IGPA Exercise “ Yes” Responses 3 or less = 4 to 6 = 7 or more = BDC Incrementality Up to 5% Up to 3% Up to 2% Next Back Home Monthly Gross (Column 3 X Column 4) X X X X X X X X X X 4 5 Units $1,760

20. Incremental Gross Profit Analysis RTCM/RCL Average Month BDC Incrementality (2%-5%) BDC Sales Contribution (Column 1 X Column 2 ) Gross (Nat’l. Avg.) PNVR F&I ($1,238) ($522) 150 3% IGPA Exercise “ Yes” Responses 3 or less = 4 to 6 = 7 or more = BDC Incrementality Up to 5% Up to 3% Up to 2% Next Back Home Monthly Gross (Column 3 X Column 4) X X X X X X X X X X 4 5 Units $1,760 $31,680

21. Incremental Gross Profit Analysis Back IGPA Exercise Next Home $ 26,400 Inbound Phone

22. Incremental Gross Profit Analysis Back IGPA Exercise Next Home $ 26,400 $ 7,040 Inbound Phone Internet

23. Incremental Gross Profit Analysis Back IGPA Exercise Next Home $ 26,400 $ 31,680 $ 7,040 Inbound Phone RTCM/RCL Internet

24. Incremental Gross Profit Analysis Back IGPA Exercise Next Home $ 26,400 $ 31,680 $ 7,040 $ 65,120 Inbound Phone RTCM/RCL Total Internet

25. Incremental Gross Profit Analysis $ 26,400 IGPA Exercise $ 31,680 $ 7,040 $ 65,120 x 12 Months $ 781,440 Home Next Back Inbound Phone RTCM/RCL Total Internet

26. Infrastructure Back Home Next Infrastructure

27. Job Description/Personality Profile BDC Manager Home Next People Back Lead by example/ interact w/other management Team player Recruit, train & motivate staff Outgoing, personable & energetic Collect & analyze metrics/run reports Organized & detail oriented Skill Personality trait

28. Job Description/Personality Profile BDC Coordinator Home Next Back People Vested interest in dealership success Professional work ethic Ability to work multiple software applications Quick learner, no fear of change Heavy phone contact Upbeat, positive, “smiles” on the phone Skill Personality trait

29. Recruiting Process Place an ad Review applicant resume online Conduct first interview via phone Conduct live interview Home Next Back People

30. Pay Plans Salary/Hourly wages Bonus per appointment kept Bonus per unit sold Spiffs Home Next Back People

31. Staffing Exercise Next Home People Participant Guide Pages ##-## Back

32. Schedules Home Home Next Back People

33. Schedules RTCM Outbound Calls Product Knowledge Training Incoming Calls/Internet/Direct Mail To Do List People Home Next Back 8:00 8:30 9:00 9:30 10:00 10:30 11:00 11:30 12:00 12:30 1:00 1:30 2:00 2:30 3:00 : 3:30 4:00 4:30 5:00 5:30 6:00 6:30 7:00 Opening Duties/Incoming Calls Incoming Calls/Internet Appointment Outcome Calls Lot Walk-15 min. L U N C H L U N C H L U N C H L U N C H Participant Guide Pages ## BOB SUE JOHN MARY

34. Hardware Needs Dedicated computers High-speed internet access Windows XP / Internet Explorer 6.0 capability 128K RAM minimum Network capability Home Back Hardware/ Software Next

35. Software Needs Data import and export Mail merge Daily work planner Auto reminders Appointment scheduling Report generation Interactive computer scripts Home Hardware/ Software Next Back

36. Best Practices Follow recruiting process Pay bonus for appointments kept, not just set Create individual coordinator schedule Develop technology work-around Set up logical efficient work spaces Home Next Back Wrap-Up

37. Resources Wrap-Up People and Infrastructure Pages ##-## Home Back Next