dealerstrong · track your bdc’s progress. show them your commitment to and expectations for the...
TRANSCRIPT
DealerStrong
Wendy Reeves The Role Call Review Plays in Continued Success for your
Dealership
High Performing BDCs
Why do I need it?
Accountability
Training tool for the entire staff
Why do I need it?
Objective performance evaluation tool
Why do I need it? One of the BEST ways to conclusively see the return on your investment in training and advertising.
The Missing Link?
Is your BDC staff producing the results you expect on the phone?
If NOT, call review could be the missing link.
Where Do I Find The
Recordings?
CRM - Inbound and Outbound Calls
Dealership Website - Calls AND Chats
Third Party Lead Providers - Back end tool(s)
Your dealership phone system
Which Calls Should be
Reviewed?
Random calls from daily reporting
Calls showing voice to voice (V2V) contact with NO appointment set
Missed appointments
Kept appointments
Calls shorter or longer than average
Where Do I Begin?
Facilitate daily call review by the Business Development Manager (BDM).
Be Prepared
BDM should choose calls in advance
Listen, with the BDR, to the entire call
Ask the BDR for feedback on the call
Offer praise and suggestions for “next time”
Good, constructive criticism for growth
What Am I Looking For?
Proper greeting.
Caller needs identified AND addressed.
Call flow chart usage.
3 Keys to Grading a Call
Relevance
Consistency
Ability to Set or Re-set an appointment
The Next Step
Role Play – Your BDM should be
facilitating role play with the BDC staff every day for fifteen minutes.
– Mix It Up
Sit in on a few of these sessions each month to reinforce your expectations of this happening
It Takes Too Much Time!
Key word tracking availability from CRM or third party provider?
– 25 keywords chosen by you
– Facilitates timely choice of calls to review
– Review preparation and execution in a timely manner
Is Call Review
Really THAT Important?
What is the value of a good first and lasting impression of your dealership?
Does the volume of showroom traffic mean much to you?
Do you need referral business?
Where Will I See the Impact?
First impressions,
Rapport with the customer,
BDR confidence and control of the conversation, &
Most importantly, volume of showroom traffic will certainly increase.
What Can I Do?
Track your BDC’s progress.
Show them your commitment to and expectations for the growth and success of the team, and they will honor theirs as well.
Set the pace. If you aren’t consistent and don’t follow through, they won’t either.
