Show notes
The KPI Cafe returns to the BDC (Business Development Center) with Sarah Force, who leads a highly successful team that boasts high morale to boot. In this episode, you'll hear unique perspectives on how to better retain BDC staff, training, processes, and more that can help shape or updated how you approach your dealership's BDC. Whether you're a Dealer Principal or a BDC Director/Manager, you'll hear a range of insights that are applicable and can make true change in the metrics -- and the intangibles -- that will drive more opportunities for you to sell cars and book service appointments.Here's what you'll hear:5:03 - Sarah's Automotive Origin Story8:16 - Context for Guest Invite8:50 - Where Should You Source BDC Talent?Role of RetentionRecruiter Advantage11:12 - Expanding on Importance of RetentionGrowth PathFlexibilityScepticism Gives Way to Opportunity13:36 - BDC TrainingDocumented Process"Magic Words"Ongoing Tweaks/MaintenanceWhat-If Scenarios11:55 - Process of Appointment SettingKeep It PositiveKeep the MomentumConsider Variables20:12 - Strategy for "No Shows"Appointments ReviewTouchpointsIncorporate Salesperson"Is Everything Okay?"21:55 - Universal Truths to Get People to Show?"Test Drive" Language24:16 - Things Dealers Can Do with Their BDC They Aren'tHandling the Phone!Be Sure to Know the MetricsService?28:38 - Scenarios a Service BDC Can CoverGenuine Concern Trumps All30:53 - Calls: Quality vs. Quantity33:32 Ideal BDCHappiness Factors300 Leads per Month Each BDR35:13 - How to Create Positive CultureBe the Hub39:34 Contacting Sarah Force
