Sales BDC

Master the art of the Sales BDC.

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Course curriculum

1. Introduction
1. What is a BDC
2. Goals of a BDC
3. CRM in Your BDC
4. What is Different About Selling from the BDC
5. BDC Is Not Selling Price
6. Listening To the BDC Customer
7. Where Do BDC Leads Come From
1. Benefits of a BDC
2. Enhanced Lead Generation
3. Create New Revenue Sources
4. Controlled and Measurable Follow-Up
5. Centralized Operation for Customer Contact
6. Easy Access to All Customer Information
7. Connecting Inventory from Multiple Locations
1. The BDC Staff
2. Must Be Motivated
3. Forward Thinking
4. Goal Oriented
5. Must Be Willing to Learn New Things
6. Skilled In Internet Use
1. Attributes of a BDC Employee
2. Car Business Experience Not Required
3. Self-Motivated
4. Required Computer Skills
5. Solid Speaking Skills
6. Ability to Spell, Type and Use Proper Grammar
7. Intuitive Thinking
8. Self-Control
9. Communication
10. Organizational
11. Ability to Adapt
12. Ability to Work Under Pressure
13. Ability to Think Quickly
1. What Is Social Media
2. The Benefits of Word of Mouth
3. The Negatives of Word of Mouth
4. The World of Mouth and How It Benefits You
5. How Social Media Builds Your Customer Base
6. The Benefits of Facebook
7. The Benefits of Twitter
8. The Benefits of LinkedIn
9. The Benefits of YouTube
10. The Benefits of Google Plus
11. The Importance of Blogs
1. The Customer
2. Who Shops for Cars Online
3. What Are They Looking For
4. What Are They Trying to Avoid
5. Resisting the Urge to Sound Desperate
1. Why Customers Shop
2. To Find a Product They Like
3. To Find a Company They Want to Do Business With
4. To Decide Whether They Actually Want to Make a Purchase
5. To Determine If the Product is Affordable
6. To Find a Fair Price
7. To Find a Salesperson
8. Convenience
9. 24/7
1. What is an Auto Response
2. Benefits of an Auto Response
3. Negatives of an Auto Response
4. When Not to Use an Auto Response
1. Goals for Each Online Request
2. The Three Goals for Each Online Request
3. Develop a Contact Relationship
4. Secure an Appointment
5. Sell a Car
6. How You Accomplish the Three Goals
7. Definition of "Unique"
8. Definition of "Inspiring"
9. Importance of a Timely Response
1. Buyer Perceptions
2. Perceptions Customers Have About Salespeople
3. Why Customers Have These Perceptions
4. Customer Emotions When Buying a Car
5. Why Customers Have These Emotions
6. The Best Way to Release Customer Perceptions and Emotions
7. Pressure Words
1. Spam
2. What Is Spam
3. Why Emails Go to Spam
4. Words and Characters That Enhance Spam
1. Email Etiquette
2. Meaningful Subject Lines
3. Keep the Message Focused
4. Identify Yourself Clearly
5. Proofread
6. Email Security
7. Formal and Informal Situations
8. Respond Promptly
9. Email Subject Lines
10. Subject Line Length
11. Subject Line Words to Avoid
12. Font Type
13. Improper Use of Abbreviations
14. Never Use All Capital Letters
15. Why You Need to Be Brief
16. The Negative Attachments
1. The Four Rules of Sales
2. Rule #1
3. Rule #2
4. Rule #3
5. Rule #4
6. The Importance of These Four Rules
7. How These Rules Apply to the BDC Process
1. Verbiage That Lowers the Customer's Defensive Posture
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2. Lower the Customer's Defensive Posture
3. Do You Need to Buy a Car Today
4. Informational Gathering
5. Brochure and Prices
6. Take Home and Consider
1. Step #1: Create Dialogue
2. Step #2: Request Appointment
1. What Is Dialogue
2. Benefits of Dialogue to the BDC Rep
3. Benefits of Dialogue to the Customer
4. Dialogue Questions to Avoid
5. Dialogue Questions to Ask
6. Sample Dialogue: "Can I Get a Lease Payment?"
7. Sample Dialogue: "Is That Your Best Price?"
1. When to Ask for an Appointment
2. Best Way to Request the Appointment
3. Verbiage That Creates a Non-Threatening Appointment Request
4. Sample Dialogue with Appointment: "Can I Get a Lease Payment"
5. Are You Stronger Via Email or Phone
6. What Part of the Email Process Would Be Better Over the Phone
7. Request an Appointment Versus a Phone Call
8. Verbiage That Creates a Phone Contact
9. The Benefits of a Phone Call for Creating Dialogue
1. Sample Emails
2. Email #1: Bad #1 - Payment Quote
3. Email #1: Bad #2 - Payment Quote
4. Email #1: Good - Payment Quote
5. Email #2: Bad - "Is That Your Best Price?"
6. Email #2: Good - "Is That Your Best Price?"
7. Email #3: Bad - "Can You Beat This Price?"
8. Email #3: Good - "Can You Beat This Price?"
9. Email #4: Bad - "What Is My Trade Worth?"
10. Email #4: Good - "What Is My Trade Worth?"
11. Email #5: Request for Phone Numbers
12. Email #6: Persistent Requests
1. Who Should the Customer Meet with at the Dealership
2. You: Pros and Cons
3. Salesperson: Pros and Cons
4. Sales Manager: Pros and Cons
5. Internet Concierge: Pros and Cons
1. The Benefits of Video
2. Video Length
3. Video Topic
4. When to Send a Video
1. Email: Pros and Cons
2. Phone: Pros and Cons
3. Mail: Pros and Cons
4. Social Media Site: Pros and Cons
5. Text: Pros and Cons
6. The Importance of Blending Your Methods of Communication
1. Asking for Name Prematurely
2. Asking for Phone Number Prematurely
3. Telling the Customer in the Email You Will Call Them
4. Request to Be Friends on Any Social Media Sites Prematurely
5. Failing to Respond in a Fast Manner
1. Should I Quote a Price Via Email
2. Should I Ask for the Sale
3. Why Am I Not Getting Responses After I Reply
4. When Should I Ask for the Appointment
5. Who Should the Customer Ask for When They Visit the Dealership
6. Why Do Customers Make Appointments and Then Do Not Show Up
7. When Should I Follow-Up with the Customer Who Has Not Made an Appointment
1. E-Lead Buyer Timelines
2. Problems With Being Too Aggressive with Shoppers
3. DLA Shopping Categories
4. Runners
5. Joggers
6. Walkers
7. Goal of Follow-Up
8. Goal of Each Follow-Up DIALOGUE
9. Runner: Day 1 - Why
10. Runner: Day 1 - Sample Email
11. Runner: Day 2 - Quote
12. Runner: Day 2 - Sample Email
13. Runner: Day 3 - Video Testimonial
14. Runner: Day 3 - Sample Email
15. Runner: Day 4 - Buy Versus Lease
16. Runner: Day 4 - Sample Email
17. Runner: Day 5 - Letter from Manager
18. Runner: Day 5 - Sample Email
19. When a Customer Becomes a Jogger - After Day 5
20. Jogger: Day 7 - Product
21. Jogger: Day 7 - Sample Email
22. Jogger: Day 10 - New / Used / CarFax
23. Jogger: Day 10 - Sample Email
24. Jogger: Day 12 - Specials
25. Jogger: Day 12 - Sample Email
26. When a Customer Becomes a Walker - After Day 12
27. Walker Topics
28. How Often Should You Stay in Touch with Walkers

About this course

$79.00 / month
197 lessons

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Sales BDC

Course curriculum

Chapter 1 - Introduction

Chapter 2 - What Is a BDC

Chapter 3 - Benefits of a BDC

Chapter 4 - The BDC Staff

Chapter 5 - Attributes of a BDC Representative

Chapter 6 - Social Media

Chapter 7 - The Customer

Chapter 8 - Why Customers Shop

Chapter 9 - Auto Responders

Chapter 10 - Goals for Each Online Request

Chapter 11 - Buyer Perceptions

Chapter 12 - Spam

Chapter 13 - Email Etiquette

Chapter 14 - The Four Rules of Sales

Chapter 15 - Verbiage That Lowers the Customers Defensive Posture

Chapter 16 - BDC Steps

Chapter 17 - Step #1: Create Dialogue

Chapter 18 - Step #2: Request Appointment

Chapter 19 - Sample Emails

Chapter 20 - Customer Visit

Chapter 21 - Video

Chapter 22 - Methods of Communication

Chapter 23 - BDC Don'ts

Chapter 24 - Common BDC Representative Questions

Chapter 25 - BDC Follow-Up

About this course

Discover your potential, starting today