This document discusses how to run a business development center (BDC) like an air traffic control tower. It recommends focusing on people, process, technology, and continuous training to avoid "air disasters" and effectively manage customer leads. The key aspects identified are awareness of all lead sources, focusing on customer needs, intensely pursuing each lead, and ensuring good communication, cooperation, correlation, and compensation between all involved parties like the BDC, sales staff, management, and customers. Having the right technology is also emphasized as important for effectiveness.

1. Pg. 34
Utilize Your
CRM/XLRM
Robert Revere
Chief Sales Officer
Dealer Peak

2. How to run your BDC like an Air
Traffic Control Tower

3. What happens inside an Air Traffic
Control Tower?
Awareness
Focus
Intensity

4. What makes an Airport successful?
 People
 Process
 Technology
and…
 Drill, Drill, Drill!

5. Without the right technology, how effective will
you be?

6. Question…
With the right
People, Process &
Technology along with
continuous
improvement
training, can daily air
disasters be avoided?

7. Who is involved?
 Air Traffic Controller Tower
 Ground Crew
 Ground Supervisor
 Pilot

8. What 4 C’s are required to avoid air traffic disasters?
Communication
Cooperation
Correlation
Compensation

9. What is the “Ideal” BDC environment for your
Dealership?

10. Do you have good “Lead Culture” in your BDC?
 Awareness of Leads
o Are you aware of all your traffic sources and who is
handling them?
 Focus of Leads
o Are we focused on the specific wants/needs of the
client when they inquire? “Read between the Lead”
 Intensity of Leads
o Are we intense and passionate with each and every
call made or email sent? Are we incessantly pursuing
perfection?

11. What makes a Dealership with a BDC Culture
successful?
People
Process
Technology
and…
Drill, Drill, Drill!

12. Who is involved?
 Air Traffic Controller Tower (BDC Center)
 Ground Crew (Sales Staff)
 Ground Supervisor (Sales Manager)
 Pilot (Customer)

13. To Manage a Dealership Effectively, What Do You
Need?
 Communication
 Cooperation
 Correlation
 Compensation

14. Without the right technology, how effective will you
be?

15. Questions?
Robert Revere
Chief Sales Officer
DealerPeak Elite Services
rrevere@dealerpeak.com
Office: 480-582-0215
Mobile: 602-741-2214
Fax: 1-866-399-0313