Bdc vs non bdc metrics
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This document discusses best practices for handling inbound phone calls at a dealership. It provides information on the inbound phone process, sample phone calls, call checklists, call recording, metrics for tracking calls, and wrap-up procedures. The goal is to standardize the phone process to obtain consistent information from customers, set appointments, and increase sales.
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Bdc vs non bdc metrics
- 1. ExpectationsExpectationsExpectationsExpectations Inbound PhoneInbound Phone ProcessProcess Inbound PhoneInbound Phone ProcessProcess CallCall RecordingRecording CallCall RecordingRecording SampleSample Phone CallPhone Call SampleSample Phone CallPhone Call MetricsMetricsMetricsMetrics Wrap-UpWrap-UpWrap-UpWrap-Up FirstFirst ImpressionsImpressions FirstFirst ImpressionsImpressions Inbound PhoneInbound PhoneInbound PhoneInbound Phone
- 2. Who Represents You to Your Customers? Actual Dealership Calls Recorded by: NextNextBackBackHomeHomeHomeHome FirstFirst ImpressionsImpressions FirstFirst ImpressionsImpressions
- 3. Start Page Information You Would Expect When Calling a Dealership NextNextBackBackHomeHomeHomeHome ExpectationsExpectationsExpectationsExpectations
- 4. Start Page Inbound Phone Process NextNextNextNextBackBackHomeHomeHomeHome InboundInbound PhonePhone ProcessProcess InboundInbound PhonePhone ProcessProcess To BDC
- 5. Start Page Inbound Phone Process InboundInbound PhonePhone ProcessProcess InboundInbound PhonePhone ProcessProcess NextNextNextNextBackBackBackBackHomeHomeHomeHome Script/Data/ Appointment
- 6. Start Page Inbound Phone Process InboundInbound PhonePhone ProcessProcess InboundInbound PhonePhone ProcessProcess NextNextNextNextBackBackBackBackHomeHomeHomeHome Advise Sales Department
- 7. Start Page Inbound Phone Process InboundInbound PhonePhone ProcessProcess InboundInbound PhonePhone ProcessProcess NextNextNextNextBackBackBackBackHomeHomeHomeHome Confirmation
- 8. Start Page Inbound Phone Process InboundInbound PhonePhone ProcessProcess InboundInbound PhonePhone ProcessProcess NextNextNextNextBackBackBackBackHomeHomeHomeHome Appointment Outcome Call
- 9. Start Page Inbound Phone Process InboundInbound PhonePhone ProcessProcess InboundInbound PhonePhone ProcessProcess HomeHomeHomeHome BackBackBackBack NextNext Follow-Up
- 10. Start Page The Science of Phone Scripts HomeHomeHomeHome NextNextNextNext SampleSample PhonePhone CallCall SampleSample PhonePhone CallCall BackBack
- 11. Use Roadmap Understand the why Create chemistry not conflict Be conversational – “smile” Be clear and to the point Attempt to connect with the customer Obtain same information consistently Find common ground Help gain clarity Provide minimal amount of choices Create desire Create sense of urgency Give reasons to choose dealership Ask for appointment logically Setup choice close SampleSample PhonePhone CallCall SampleSample PhonePhone CallCall HomeHomeHomeHome NextNextNextNextBackBackBackBack The Science of Phone Scripts
- 12. Use Roadmap Understand the why Create chemistry not conflict Be conversational – “smile” Be clear and to the point Attempt to connect with the customer Find common ground Help gain clarity Provide minimal amount of choices Create desire Create sense of urgency Give reasons to choose dealership Setup choice close SampleSample PhonePhone CallCall SampleSample PhonePhone CallCall HomeHomeHomeHome NextNextNextNextBackBackBackBack The Science of Phone Scripts Obtain same information consistently Ask for appointment logically BestBest PracticePractice BestBest PracticePractice
- 13. Use Roadmap Understand the why Create chemistry not conflict Be conversational – “smile” Be clear and to the point Attempt to connect with the customer Obtain same information consistently Find common ground Help gain clarity Provide minimal amount of choices Create desire Create sense of urgency Give reasons to choose dealership Setup choice close SampleSample PhonePhone CallCall SampleSample PhonePhone CallCall HomeHomeHomeHome NextNextNextNextBackBackBackBack The Science of Phone Scripts Ask for appointment logically BestBest PracticePractice BestBest PracticePractice
- 14. Use Roadmap Understand the why Create chemistry not conflict Be conversational – “smile” Be clear and to the point Attempt to connect with the customer Obtain same information consistently Find common ground Help gain clarity Provide minimal amount of choices Create desire Create sense of urgency Give reasons to choose dealership Ask for appointment logically Setup choice close SampleSample PhonePhone CallCall SampleSample PhonePhone CallCall HomeHomeHomeHome NextNextNextNextBackBackBackBack The Science of Phone Scripts BestBest PracticePractice BestBest PracticePractice
- 16. Start Page Good Call Checklist Does the Coordinator… •Speak in a friendly tone so that you can hear a “smile” in his/her voice? Yes No •Maintain control of the conversation in a non-confrontational manner? (Who’s asking the questions?) Yes No •Gather information on the customer’s vehicle wants & needs? Yes No •Have all relevant information at their fingertips? Yes No •Answer all the customer’s questions professionally? Yes No HomeHomeHomeHome SampleSample PhonePhone CallCall SampleSample PhonePhone CallCall NextNextNextNextBackBackBackBack BestBest PracticePractice BestBest PracticePractice
- 17. Start Page Good Call Checklist Does the Coordinator… •Obtain the customer’s name and phone number? Yes No •Get an additional phone number and/or email address? Yes No •Schedule an appointment? Yes No •Sound like he/she is involved in a conversation instead of reading a script? Yes No •Sound like someone you would want working for you? Yes No HomeHomeHomeHome SampleSample PhonePhone CallCall SampleSample PhonePhone CallCall BackBackBackBack NextNext BestBest PracticePractice BestBest PracticePractice
- 19. Start Page Inbound Calls •How many inbound calls? •How many appointments set? •How many kept? •How many sales? NextNextNextNextBackBackHomeHomeHomeHome MetricsMetricsMetricsMetrics
- 20. Start Page BDC Analysis Metrics Chart 02/07/2004 MetricsMetricsMetricsMetrics BackBackBackBackHomeHomeHomeHome NextNextNextNext 3,881 16% 31% 6,861 6,478 2,156 2.97 9 1,50 2 1,198 1,68 8 859 633 874 392 13% 6% 53% 52% 46% 55% 57% 57% 56% 43% 23% 25% 13%
- 21. Start Page 02/07/200402/07/2004 3,881 16% 31% 6,861 6,478 2,156 2.97 9 1,50 2 1,198 1,68 8 859 633 874 392 13% 6% 53% 52% 46% 55% 57% 57% 56% 43% 23% 25% 13% BDC Analysis Metrics Chart MetricsMetricsMetricsMetrics BackBackBackBackHomeHomeHomeHome NextNextNextNext 3,881 16% 31%1,198 633 53% 55% 56%2,156 BestBest PracticePractice BestBest PracticePractice
- 22. Start Page BDC Analysis Metrics Chart MetricsMetricsMetricsMetrics BackBackBackBackHomeHomeHomeHome NextNext 02/07/2004 3,881 16% 31% 6,861 6,478 2,156 2.97 9 1,50 2 1,198 1,68 8 859 633 874 392 13% 6% 53% 52% 46% 55% 57% 57% 56% 43% 23% 25% 13%
- 23. Start Page Best Practices • Use the script 100% of the time • Utilize welcome board • Make appointment confirmation call • Combine appointment outcome with two-day follow-up call • Assign appointment to manager not salesperson • Use BDC coordinator handbook • Gather email address/additional phone number • Record inbound calls • Analyze weekly metrics NextNextNextNextBackBackHomeHomeHomeHome Wrap-UpWrap-UpWrap-UpWrap-Up