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 Story
8:59 BDC for Sales and Service
Skills Differences
Service Acquisition (Development)
Marketing Strategy Support
Lifetime Customer Value
17:36 Touchpoint Strategy for Appointments
Lead Source Differentiation
Filter Wisely
"Call Center" Treatment
Pandemic Effect
23:04 BDC Agents as Product Experts
Trims, Payments, Et Cetera
Consequences and Outcomes
26:20 Guiding Customers
Questions, Questions, Questions
Back to Basics
Sell Brand, Sell Store, Sell Self
30:31 The Handoff Process
Warm Transfer System
Variables
Do More, Get More
35:32 Level of Collaboration between BDC and Marketing
Avoid Disconnect
Cross-Departmental Knowledge
38:54 BDC Reps to Establish Customer Book?
Turnover Rate
Role Presentation and Pay Issues
43:40 Marija's Ideal BDC
48:26 In-House vs. Outsourced BDC
50:29 Tools for Your BDC
55:26 Let's Play Pittsburghese!