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 Story
8:16 - Context for Guest Invite
8:50 - Where Should You Source BDC Talent?
11:12 - Expanding on Importance of Retention
13:36 - BDC Training
11:55 - Process of Appointment Setting
20:12 - Strategy for "No Shows"
21:55 - Universal Truths to Get People to Show?
24:16 - Things Dealers Can Do with Their BDC They Aren't
28:38 - Scenarios a Service BDC Can Cover
30:53 - Calls: Quality vs. Quantity
33:32 Ideal BDC
300 Leads per Month Each BDR
35:13 - How to Create Positive Culture
39:34 Contacting Sarah Force