This document provides guidance on hiring, training, and managing business development center (BDC) managers. It recommends writing thorough job descriptions, conducting phone and in-person interviews, checking references, and training new hires. The training process involves 5 days of shadowing, practicing phone scripts, learning metrics reporting and the customer relationship management tool. Ongoing responsibilities include attending weekly meetings, monitoring mystery shops, overseeing direct mail campaigns, and ensuring appointment show rates are tracked. BDC managers are expected to make live calls, update websites, follow dress codes, and adhere to performance benchmarks.

1. Will the Real BDC Manager Please
Stand Up…
https://www.youtube.com/watch?v=Bqu2kgWUMhk

2. Hire the Right People
Step 1: Write a thorough job
description
Step 2: Interview Phone Skills-
Conduct a phone interview with
your customer’s experience in
mind
Step 3: In-Person Interview
tips that vet out the best
employee
Step 4: Phase II of the
Interview- Role Play
Step 5: Check References

3. Get the BEST candidates
interested!
What’s great about your
dealership or dealer group?

4. Step 2:
The Phone
Interview

5. In- Person Interview Tips
ü A solid interview should last an hour.
ü Don’t make the mistake of speaking about your part
first.
ü If their part does not take approximately half hour
because their answers are short and clipped BEWARE.
In almost all of the positions we have available, the
candidate should be able to articulate themselves clearly
and in words.
ü This is a people business.
Step 3: The In-Person Interview

6. Step 4-Phase II- Writing Evaluation Step 5- Reference Check

7. What should you be doing as a
BDC Manager?
Weekly Meetings:
As a BDC manager you should attend meetings prepared to talk about
what you see as deficient with a plan to fix it, as well as what you see that is
positive and how you got it there.
Mystery Shops:
Do you have a company that performs phone & internet shops? Shops are
a reflection of your leadership. What is your store averaging? Are you
training employees correctly?
Direct Mail:
Are you getting copies of all pieces with enough advance notice to prepare
a script guideline and train your people on it? Are you sourcing it?

8. Training
1. Are you finding new and effective ways to
manage and lead? Taking the time to coach
and train?
2. Are you hiring the right people? “Hire for
attitude, train for skill”
3. Set your expectations clearly before even
allowing the applicant to apply. Many
undesirables will weed themselves out.
4. Expectations include dress code, work
schedule, benefits, compensation, job
duties etc.
5. Do you have an interview process?
The Virtual Interview

9. Appointment Show Process
Does your store have one?
Do you look at the number of appointments
made by BDC that show up in comparison to
what sells?
Has your receptionist been trained by you and a
sales manager on how to greet and meet an
appointment? Do they have a computer at their
desk where they can view a list of the
appointments in the CRM tool? If they don’t are
they provided with a hard copy of the list and is it
kept updated by you throughout the day?
Do you make your BDC reps personally greet
every appointment with a copy of the “customer
file”?
Does the BDC rep brief the sales consultant or
sales manager in front of the customer on the
“file”?
Do you chart all your appointments that show but
don’t buy after checking with the desk for a
reason to pinpoint trends we could fix on the
floor for a high closing percentage on
appointments?

10. What is your Price Shopper Process?
Do you know it and do you train on it?
Do you make sure it is followed every time
without fail before getting a price for a rep by
listening to the call first?
If it was not followed, do you call the
customer yourself with the rep in an effort to
coach them on how to handle the call
correctly and follow the process?
Are your GM and sales managers aware of
this process so that if a BDC rep needs a
price when you are out, they are provided
with one quickly and efficiently because it is
already understood they have followed this
process?

11. Websites & Marketing
• Are you consistently updating your
company website with current information?
• Are you utilizing video messages?
• Do you have an online parts store?
• Is your website transparent and easy to
navigate?
• Update your why buy message/VPP-does it
compel someone to buy from you?
• Are you reviewing all of your email
templates? Clean them up and ask yourself if
there are any calls to action in those
templates that you would react to as a
customer.

12. Dec-12
Jan-13
Leads 152
116
39
102
Appts. Set 59
66
22
49
Appts. Showed 26
33
12
24
Sold 21
22
7
17
Closing Ratio 13.82%
19%
17.95%
16.29%
Inspect What You Expect

13. Dress Code
We are business professionals and we meet face to face with our clients. We should always present ourselves as
such when we enter our work environment. Please dress for success! These guidelines are meant to help us
better interact with our customers:

14. Train Right
Training Day 1:
The 5 Day Training Plan

15. Training Day 2:

16. Training Day 3:
A.M.
Shadowing: Practice Phone Scripts
Review Metrics Reporting
P.M.
Driving the CRM tool

17. Training Day 5:
Training Day 4:
Day with the BDC Manager
Make live calls!!
A.M.
Practice Making Live Calls with BDC Manager
P.M.
Set up work space
Review the week, job description and all
expectations
Written evaluation of performance

18. “Accountability The RIGHT Way”
Performance Rubric-Benchmark

19. Google Doc’s
Benchmarks-Internet Leads:
• 60% contact to lead
• 60% lead to appointment
• 60% appointment to show
Benchmarks-Phone-Up’s:
• 40% Phone-Up to show up
BDC Managers:
• Inspect Google Doc’s daily
• Confirm all appointment’s
• Call all no show appointments
• Call back or T.O any live contact
that doesn’t result in an
appointment

20. Sales Management and GM Connection
Asking the right questions

21. Business Development

22. Finale Video
https://youtu.be/QgYZ32_5iOQ