Automotive BDC Internet Retention - Guest Relations

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Stan Sher of Dealer eTraining discusses how the business development and/or internet sales department needs to be viewed as the guest relations department. Guests come to stay and remain with the dealership while customers come and go. Start viewing customers as guests and the dealership will increase levels of professionalism as well as revenue.

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Comment by Stan Sher on May 30, 2012 at 9:16pm: Michael, thanks for the response. I am friends with Martin. Have him check out this video and perhaps share it with your BDC. Thanks.

Comment by Michael Del Priore on May 30, 2012 at 7:52am: Excellent observation. I never use the term BDC with our customers. I usually use Internet Department. Sometimes I use Customer Service department if the customer call is for sold follow up or service follow up. Guest Relations Department is different. May be worth trying.

Comment by Stan Sher on May 30, 2012 at 3:59am: Thank you. Trust is earned when the consumer is treated right. Let them feel warm and at home and they will earn your trust.

Comment by Marsh Buice on May 29, 2012 at 5:30pm: Stan there is a distinct diff between treating them like a customer vs a guest. Commissions are paid when trust is earned. Good job brother.

Comment by Stan Sher on May 28, 2012 at 11:01am: Thank you. I appreciate it. It means a lot coming from you.

Comment by Stan Sher on May 28, 2012 at 12:58am: Thank you.

Comment by Garrett Osborne on May 28, 2012 at 12:06am: Like it Stan. Spot on for how the customer views BDC. Guest relations is good and also customer relations. A BDC can also work with service customers on both the service and sales side. Enjoyed the presentation.