All you need to know about Car Dealership Business Development Centers (BDC)

An automotive BDC, or Business Development Center, is a department within a dealership that is responsible for generating and managing customer leads. The BDC is typically staffed with sales and customer service professionals who are trained to handle inbound and outbound calls, internet leads, and walk-in traffic. They work to set appointments for potential customers to come in and test drive a vehicle, and follow up with those who have already purchased a car to ensure they are satisfied with their purchase. BDC departments play a vital role in keeping a dealership running smoothly and generating sales.

What does a Business Development Center Representative (BDR) do on a daily basis?

The daily responsibilities of a Business Development Center (BDC) representative vary depending on the company they work for, but there are some common duties. BDC representatives typically work in call centers and are responsible for making outbound calls to potential and current customers. They promote products and services, answer customer questions, and provide support. In some cases, they may also handle inbound calls and process customer orders.

BDC representatives typically work Monday through Friday during regular business hours. Some companies may require them to work evenings or weekends. The job is often fast-paced and stressful, as representatives are expected to make a high volume of calls and meet strict quotas. BDC representatives must have excellent communication and customer service skills. They must be able to handle rejection and remain motivated despite frequent rejections. Many companies offer training to help new representatives learn the ropes.

How important is a BDC at a dealership?

The Business Development Center (BDC) is the engine that drives a car dealership. It's responsible for generating and scheduling appointments with potential customers, as well as following up with those who have already purchased a vehicle.

The BDC representatives are the heart of the operation. They work in the dealership's call center, making outbound calls to promote the dealership's products and services. They also answer customer questions and provide support. In some cases, they may also handle inbound calls and process customer orders.

The BDC is a vital part of a car dealership's operations. It's responsible for generating sales and keeping customers happy. Without a strong BDC, a dealership would quickly go out of business.

What are the best practices for a call center / BDC rep working at a car dealership?

Most call centers use customer relationship management (CRM) software to track and manage customer interactions. The goal of CRM is to provide excellent customer service and support, which in turn will lead to repeat business and customer loyalty. In order to provide excellent customer service, call center agents must be properly trained in best practices for call center communications.

Some of the best practices for call center communications include:

• Greeting the customer by name: Customers appreciate it when agents remember their name and use it during the interaction. This simple act makes the customer feel valued and important.

• Speaking slowly and clearly: Call center agents must speak slowly and clearly, so the customer can understand them. This is especially important if the customer is calling from a country with a different native language.

• Active listening: Call center agents should practice active listening, which means paying attention to the customer, asking clarifying questions, and paraphrasing what the customer has said. This ensures that the agent has a clear understanding of the customer’s issue and can provide an accurate resolution.

• Empathy: Call center agents should show empathy for the customer’s situation. This includes being understanding and sympathetic, and providing reassurance that the agent will do everything possible to help.

• Taking responsibility: Call center agents should take responsibility for the customer’s issue, even if it is not something that can be resolved immediately. This shows the customer that the agent is committed to finding a resolution and is willing to go the extra mile.

• Follow-up: Call center agents should always follow-up with the customer after the issue has been resolved. This ensures that the customer is satisfied with the resolution and that any other outstanding issues have been addressed.

By following these best practices, call center agents can provide an excellent level of customer service and support that will lead to repeat business and customer loyalty.

How can I get more from my leads through long-term BDC follow-up?

A car dealership's Business Development Center (BDC) is responsible for generating and following up on sales leads. An effective BDC can mean the difference between a successful dealership and one that struggles to make sales.

The first step in creating an effective BDC is to have a system in place for generating leads. This can be done through online advertising, direct mail, or other means. Once leads are generated, it's important to have a process for follow-up.

Many dealerships use a CRM (customer relationship management) system to keep track of leads and customers. A good CRM system will allow the BDC to easily see which leads have been contacted and which ones need follow-up.The BDC should have a set process for following up with leads. This might include making initial contact within 24 hours, sending a follow-up email or letter, and making a phone call a week later. It's important to be consistent with follow-up in order to build trust and credibility with potential customers.

An effective BDC can be a key asset for a car dealership. By generating and following up on sales leads, the BDC can help the dealership reach its sales goals.

What are some good word-tracks for automotive BDC representatives?

BDC wordtracks and scripts are an important part of the business development process. They help to ensure that all communication between the business and the client is clear and concise. They also help to keep track of the conversation so that the business can follow up with the client at a later date.

What is the price?

Great question! I’m happy to pull that up for you right now. It's going to take me just a moment.

<pause>

Since we're waiting... We are a volume pricing dealership. We always give you the most competitive price in the market because --

When you get interrupted: "I apologize. My computer is moving a bit slow as I pull that up for you.

<pause>

We use a software program to do a competitive analysis of the pricing in our market using Kelley Blue Book, Edmunds and more. We also shop our competition each week. This allows us to give you the most competitive price. Your price on that vehicle is <price>. Would you prefer to come by now to take it for a test drive or should we schedule for later today?

_____________________

Is that your best price?


That is our best price. Our customers have taught us that the best policy is to give you our best price upfront. I can include a coupon for XXX to save you a few more dollars. We use a computer program that searches the market for similar vehicles so we can always give our customers a competitive price. Would you prefer to come in right now to look at the <Model> or should we Schedule for later today?

If No Longer Interested

“Mr./Mrs. <Cust. Last Name>, what price range are you trying to stay within?” “I understand. We have several cars in that price range. Is it better for you to come in now or later today to look at the options?”

What will you give me for my trade?

What did Kelley Blue Book say? We always guarantee more than Kelley Blue Book Fair Trade value for a trade in. We are always looking for nice vehicles and I promise to pay more than Kelley Blue Book if it’s a nice vehicle. My manager will be excited to give you a full appraisal. Would you prefer to come in right now so that we can give you a cash offer on your <model>, or should we schedule for later today?

If they continue to object...

That’s exactly why we need to get together. I want to <insert objection>. Would you prefer to come by now or later today to check out the vehicle?

   

I live too far away.

Where do you live? – We have a lot of customers come in from <their city> and from farther away.

You probably called us because you have had trouble finding the right car close to home--am I right? We often have customers from a lot farther away than <their city> who choose us for their vehicle purchase. Let’s schedule a tentative time to look at the vehicle together and I’ll send you a short video of the car before you make the trip. You can then see every angle of the vehicle before you come out. Would that work for you?

If they continue to object...

That’s exactly why we need to get together. I want to <insert objection>. Would you prefer to come by now or later today to check out the vehicle!

 

What's My Interest Rate?

We have rates as low as <Lowest Rate>, and always have access to the best rates out there. As the #1 Volume <BRAND> store in <CITY OR STATE>, handling great financing for you is simply a part of the process. Should we get together right now, or does later today work better for you?

How much will my payments be?

I hear that question frequently and understand wanting to know how much your payments will be. Many people are concerned about their payment amount. Most of our customers appreciate the fact that we work with the best lenders in the country and always shop your loan to get you the best financing program. The next step is to pick out the right vehicle. Can we do that or would you prefer that I arrange your financing while you’re driving to the dealership?

Equipment Questions:

Yes it does, and I have some that do not. Would you prefer to come by now or later today to look at the different options available?

No it does not, however I have some that do. Would you prefer to come by now or later today to look at the different options available?

Availability Questions:

I do have that available and I have many similar options. Would you prefer to come by now or later today to look at the different options available?

What are some good comebacks or scripts for equity mining leads at a car dealership?

  1. What do you mean you have someone interested in my car? When we have a customer looking for a specific vehicle, online or in person, we have a system that will search our database for criteria matches. Your vehicle happens to match what we’re looking for. We would love to make you a cash offer on it. Would it be better to come by now or later today to see what that looks like?
  1. What if I can’t come in today? When can you come in? Anytime works for us because even if we do fill the order we are always looking for quality used cars!
  1. My car is paid off. Great! That means you’re in an equity position. We should be able to keep your balance really low on a new one. When would work better to come by and explore your options--right now or later today?
  1. I only have a few payments left! Great! That means you have quite a bit of equity built up and we should be able to keep your payments very low on a new one. When is better for you to come see what that might look like--now or later today?
  1. I really like my car. Great! I can certainly understand! I’m sure you would love a new one too! Let me ask you this: If you could change anything about your current vehicle what would it be?
  1. I have to talk to my partner <or> I need to think about it. We are ready to pay top dollar for your car because we have a buyer. Right now is the perfect time to take advantage of making sure you get exactly what you want. Letting us make you an offer and exploring your options should only take about 20-30 minutes of your time. Worse case scenario you go home in the car you came here in (if you don’t like what we show you). Would you prefer to come by now or later today to see what that looks like?
  1. Will I have to start a new loan? We are prepared to pay top dollar for your vehicle since we have a need for one. We will do everything we can to keep your balance difference as low as possible on a new one. Once we have all the figures you can decide how you would like to proceed. Would you prefer to come by now or later today to see those options?
  1. Just tell me what my car is worth. To provide you with an honest and fair offer our appraisers thoroughly inspect the condition of your specific vehicle and compare it to current market data. We need it here to do that. It will only take about 20-30 minutes. Would you prefer to come by now or later today to see what that value looks like?
  1. I’m not looking for a new car. I understand. I frequently hear that. Many of our customers appreciate the fact that you have the option to receive a full cash offer, look at a new car or look at a preowned one. We would even buy your car if you didn’t want to buy one from us. Is that worth 20-30 minutes? Would you prefer to come by now or later today to see what that value looks like?

What are some good scripts for BDCs that are working special finance customers?

What is your program/What kind of loan programs do you have/What have I been qualified for?

We work with over 50 different lenders that have loans programs for every different credit situation imaginable.

The bank won’t issue your final approval you until you come in. Everything we have so far looks great. The next step in your approval is for you to come down with some verification information so that we can finalize your loan.

What kind of cars do you have?

We have over 800 new and used cars to choose from. All of our used cars have gone through a 180-point inspection and most still have the factory warranty. When you get here we’ll take a look at what works best. I’m sure we have something that will meet your needs.

What is my interest rate?

We have interest rates that range from 0% up to 21% depending on your credit, stability, income and the vehicle. Obviously, we’re going to get you the best rates possible. It is our goal to get you a great rate that you can be excited to see.

What do I need for down payment?

The general rule of thumb is the more money you have available for a down payment, the more vehicles you will have to choose from and the lower your payments will be. Why don’t you bring what you have and that’s what we’ll use?

What will my payments be?

A lot of that depends on the vehicle, interest rate, and your income.

You can only pay what you can afford so the banks won’t let you have a higher payment than you can afford.

What is a BDC Manager at a car dealership? What do they do?

BDC Managers at car dealerships play an important role in the sales process. They are responsible for managing the Business Development Center, which is the department that handles customer inquiries and appointment scheduling. They work closely with the sales team to ensure that all customers are satisfied with their experience. BDC Managers must be highly organized and able to multitask, as they are constantly dealing with different requests from customers and sales staff. They must also have excellent communication and customer service skills.

What BDC metrics matter at a car dealership?

BDC metrics are important in any car dealership. They help to keep track of the number of sales, the number of leads, and the number of appointments. By tracking these metrics, dealerships can ensure that they are making the most of their resources and making the most sales.Leads are the first step in the sales process, and they are important to track. By tracking the number of leads, dealerships can ensure that they are reaching out to potential customers. They can also track the number of leads that turn into appointments.

Appointments are important because they give potential customers a chance to come in and test drive a car. By tracking the number of appointments, dealerships can ensure that they are making the most of their time. They can also track the number of appointments that turn into sales.

Sales are the ultimate goal of any dealership. By tracking the number of sales, dealerships can ensure that they are making the most money. They can also track the number of sales that are made through financing.By tracking these metrics, dealerships can ensure that they are making the most of their resources and making the most sales.

What is a BDC Manager at a car dealership? What do they do?

BDC Managers at car dealerships play an important role in the sales process. They are responsible for managing the Business Development Center, which is the department that handles customer inquiries and appointment scheduling. They work closely with the sales team to ensure that all customers are satisfied with their experience. BDC Managers must be highly organized and able to multitask, as they are constantly dealing with different requests from customers and sales staff. They must also have excellent communication and customer service skills.