Wendy ReevesBDC Trainer

The Role Call Review Plays in Continued Success for

your Dealership

High Performing BDCs

Why do I need it?It’s a training tool for the entire staff

Why do I need it?It’s an objective performance evaluation tool

Why do I need it?It’s one of the BEST ways to conclusively see the return on your

investment in training and advertising.

The Missing Link?If your BDC staff isn’t producing the results you expect on the phone, Call Review could be the missing link.

Where Do I Find The Recordings?

CRM - Inbound and Outbound CallsDealership 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 reportingCalls showing voice to voice (V2V) contact with NO appointment setMissed appointmentsKept appointmentsCalls shorter or longer than average

Where Do I Begin?Facilitate daily call review by the Business

Development Manager (BDM).

Be PreparedBDM 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.

Thank You.

For More Information:

Visit http://www.dealerstrong.com/ Call our office @ 877-811-8107