Show notes
The KPI Cafe returns to the BDC in this episode with Marija Cvetkovska, formerly of the Suburban Collection and current member of PCG Digital. With years of experience both as an agent and manager in a dealership's Business Development Center, she and host Dane Saville dive into what it really means to leverage this operation to actually develop business. Marija offers up robust morsels regarding touchpoints, products expertise, lines of questioning, the handing off of warm leads, and much more. Along the way, she'll share her issues with how dealers can significantly undervalue the work accomplished in a BDC. If you're looking to up your game to get better metrics out of your own department, this one won't disappoint.Here's what you can expect:4:33 Marija's Automotive Origin Story8:59 BDC for Sales and ServiceSkills DifferencesService Acquisition (Development)Marketing Strategy SupportLifetime Customer Value17:36 Touchpoint Strategy for AppointmentsLead Source DifferentiationFilter Wisely"Call Center" TreatmentPandemic Effect23:04 BDC Agents as Product ExpertsTrims, Payments, Et CeteraConsequences and Outcomes26:20 Guiding CustomersQuestions, Questions, QuestionsBack to BasicsSell Brand, Sell Store, Sell Self30:31 The Handoff ProcessWarm Transfer SystemVariablesDo More, Get More35:32 Level of Collaboration between BDC and MarketingAvoid DisconnectCross-Departmental Knowledge38:54 BDC Reps to Establish Customer Book?Turnover RateRole Presentation and Pay Issues43:40 Marija's Ideal BDC48:26 In-House vs. Outsourced BDC50:29 Tools for Your BDC55:26 Let's Play Pittsburghese!
