Hi Everyone,

I am trying to compare the production of my BDC with other dealerships.  We are a one rooftop dealership in the north east with about 200 new &100 used.  I have 2 BD Agents.  We average about 80 appointments a month with 27 sold units.

How many appointments and sold units are you guys doing?  How big are your departments/BDCs?

I want to compare our production.  Are we low performing, average, etc?

Any feedback would be greatly appreciated!

As always, thank you!

Jackie 

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Jackie,

It would be helpful to know the total number of Internet Leads to include phone calls that are generated from your Internet Advertisement. A good appointment setter with all of the right tools, information and training should be able to set 50-75 appointments a month so as long as they are not trying to pre-qual and sell the vehicles themselves. Each BCD member should be able to handle 150+ leads a month. The total number of sales is truly dependent upon the ability of your sales staff and much less about the BDC member as a whole but selling 25% of your total leads received is very good, where the bulk of your leads come from will affect this number drastically.

We currently have 5 BDC members handling 800 leads generating 200 appointments resulting in 100 sales a month. Our inventory is 400 new 225 used and we sell on average 220 units a month. The Internet drives our business model.

If you allow my BDC to blend with/back up yours you will see huge increases in appointments, show %, and sold units!

MasterCall Plus, from DMEautomotive,  a complete set of inbound and outbound customer contact management solutions. From outbound CSI, unsold follow-up and first appointment call campaigns to complete inbound service appointment setting and backstop/overflow support. MasterCall features a flexible, scalable and affordable set of solutions that provides dealers with as much, or as little, service as they need to succeed.

Set more appointments. Drive more sales!

  • Inbound appointment setting.
  • Inbound overflow/backstop call handling.
  • Outbound sales & service calls.
  • Timely and accurate web-based reporting.
  • Innovative voice logging technology with real time call recordings.
  • Recorded calls available in real time for review.
  • Set more appointments and establish more hot leads.
  • …and so much more!

Using the most current technologies, our flexible inbound live answer process ensures that all incoming calls are answered 24/7. We drive business with outbound call campaigns using the best in class processes and technology to maximize contact rates.

All calls utilize interactive and reciprocal conversations, not impersonal scripts. Plus our continuous quality control management and voice logging technology means dealers can rest assured that all calls will be professional and courteous. We guarantee DNC call compliance and give access to real time reports and dashboard metrics via our Red Rocket Technologies Platform.

With over 15 years of experience and 100% of our call center’s business being automotive, we know how to talk to your customers.

 

Find the solution that works best for you! Call or email me today for a 20 minute online presentation!

 

http://www.dmeautomotive.com/mastercall_solutions

 

 

 

Richard L. Robbins Jr.

Inside Sales Consultant-MasterCall

DMEautomotive

 

8505 BayCenter Road

Jacksonville, Florida 32256

p: 904.416.1981 | c: 443.460.8744 | f: 904.416.1038

Richard.Robbins@dmeautomotive.com

 

I have a question, and then I will comment. Who does the actual selling?

Our Sales Consultants, not the BDC, we set appointments

Among other things, I am the internet director of a small group. I have one guy that handles all of the incoming internet leads, about 300 leads per month from various sources i.e our web pages and the regular third party sources (cars.com, autotrader, Nissan, Kia, etc.) He sets about 70 to 90 appointments a month. From those set appts, we have been selling 25-27, and last month 29 cars. All leads/appointments are passed off to a salesperson either when the customer arrives, or before.

This is what is really happening here.  Truly, what you see and hear here on D.E....Well,,,a lot of it is B.S.  Inflated, bullsh@# numbers.  It's all about basics and hard work. Using and working from and out of your CRM  Anyone who tells you they are actually talking with 70% of their leads is LYING..The national average conversion rate from incoming leads to sales is about 7%

The key to success and good numbers is all about the basics. Respond fast, make calls, leave messages, send emails, schedule your next activity. There is no fancy gizmo that's gonna' make it any easier or better. Make the call, send the email, record the info, schedule the next activity, when you have them on the phone...set the appointment.

You can't sell cars on the internet. YOU CAN'T SELL CARS ON THE INTERNET...You Can build trust, set the appointment, and sell the car at the dealership when they arrive for their scheduled appointment.

Mr. Natural, we sell cars on the internet (and phone) every month. Granted they few, are out of towners and they are for rarer in demand cars... and of course the paperwork isn't finalized until they get here, but the sale is made on the phone and via email including credit apps, desking, final numbers etc. We do a few of these every month and are getting better at it all the time.

But yes the vast majority of the time we are selling trustworthiness, customer care, integrity, inventory selection, knowledge, and finally, the appointment.

I am sure many of you have considered installing your own BDC or already have one in your dealership, but let me show why you may want to reconsider…. I can use my 160 automotive industry trained reps and my company’s 20+ years’ experience OR you can hire, train, manage, fire, train, hire again…..you get my point right?! Here is a list of typical responsibilities of a BDC…

Now, let’s look at the typical tasks of a BDC:

• Handle incoming sales calls.

• Follow up with unsold showroom customers.

• Be responsible for equity and other promotional calls.

• Administer targeted e-mail campaigns and e-newsletters.

• Build fleet business.

• Handle lease returns and renewals, including all related phone, mail and e-mail communications.

• Handle Internet leads and appointment setting.

• Conduct parts and service retention marketing.

• Conduct internal CSI calls and e-mails.

• Resolve all parts and service-related issues within pre-determined parameters.

• Monitor and manage dealer reputation issues.

• Turn over deals that involve Internet customers.

• Provide updated market pricing data to management and staff.

Should I go on? Now, here are a couple of reasons a BDC fails:

• It wasn’t staffed correctly.

• Functions and desired outcomes were never properly defined.

• You deem the job as entry level, pay entry-level wages and hire entry-level talent.

• No one on the BDC staff is empowered.

• There is little to no investment in training.

• Success hinges on one person.

 

Call me today to schedule a 20 minute presentation online to hear more!

****One more thing installing your own BDC requires is FTC/FCC compliance training due to new outbound call laws that take effect In October 2013

Richard L. Robbins Jr.

Inside Sales Consultant-MasterCall

DMEautomotive

 

8505 BayCenter Road

Jacksonville, Florida 32256

p: 904.416.1981 | c: 443.460.8744 | f: 904.416.1038

Richard.Robbins@dmeautomotive.com

 

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