Stan Sher - Dealer eTraining
Major Dealer Group in NY Looking for Internet/BDC Managers

Here are two great opportunities with one of the largest dealer groups in the country.

The position is in Suffolk (Long Island). I need someone with a solid 2-3 years BDC manager experience.  The requirements of the candidate are as follows:

-Be able to manage a department of 3-4
-Train on our phone scripts (Alan Ram phone script experience preferred)
-Experience with internet leads, phone ups unsold showroom traffic follow up and lease retention handling a comprehensive BDC department
-Has knowledge of Reynolds Contact management, and the ability to train on it in its basic forum
-Understanding of social media.  Has a portfolio/examples of their capability showcasing postings to Facebook, Twitter, even Pinterest, if used yet.
-Be able to provide good references
-Wants to build a career, not a clock watcher…..
-Self starter, proactive, not reactive.

Compensation 65k-85k per year based on experience.

Small store that needs a facelift in all things digital with the help and guidance of GM, sales management staff and group BDC Director.

Also need one-Internet Manager only for high line Nassau (Long Island) store. Similar qualities as above, but one man department handling internet leads only and other digital aspects, social, Google Places, Google analytic, online rep management etc. This one paying 45-65k based on experience.

If you are looking to make a change or know anyone that is please contact tlupo@atlanticautogroupbb.net
Automotive BDC Internet Retention - Guest Relations

http://dealeretraining.com/
https://www.facebook.com/dealeretraining

Stan Sher of Dealer eTraining discusses how the business development and/or internet sales department needs to be viewed as the guest relations department. Guests come to stay and remain with the dealership while customers come and go. Start viewing customers as guests and the dealership will increase levels of professionalism as well as revenue.
Automotive BDC Internet Retention - Guest Relations

http://dealeretraining.com/
https://www.facebook.com/dealeretraining

Stan Sher of Dealer eTraining discusses how the business development and/or internet sales department needs to be viewed as the guest relations department. Guests come to stay and remain with the dealership while customers come and go. Start viewing customers as guests and the dealership will increase levels of professionalism as well as revenue.
Stan Sher (Dealer eTraining) Greater NY Dealer Association Nov 2011

http://ow.ly/776Yt http://www.facebook.com/dealeretraininghttp://www.dealeretraining.com 

Stan Sher (Dealer eTraining) invites all greater New York area dealers to attend a workshop on how to effectively utilize email marketing on November 22, 2011.
Stan Sher (Dealer eTraining) Greater NY Dealer Association Nov 2011

http://ow.ly/776Yt http://www.facebook.com/dealeretraininghttp://www.dealeretraining.com 

Stan Sher (Dealer eTraining) invites all greater New York area dealers to attend a workshop on how to effectively utilize email marketing on November 22, 2011.
Another Dealer eTraining Testimonial - Automotive Internet Sales Training

http://www.dealeretraining.com
http://www.facebook.com/dealeretraining

Stan Sher of Dealer eTraining spent one week working with a dealer group in Wisconsin. The week was spent training management on cost effective digital marketing strategies as well as training the BDC department on effective lead handling procedures and phone processes. After an intense 4 days of training, they were ready to take it to the next level. Here is their testimonial.
Another Dealer eTraining Testimonial - Automotive Internet Sales Training

http://www.dealeretraining.com
http://www.facebook.com/dealeretraining

Stan Sher of Dealer eTraining spent one week working with a dealer group in Wisconsin. The week was spent training management on cost effective digital marketing strategies as well as training the BDC department on effective lead handling procedures and phone processes. After an intense 4 days of training, they were ready to take it to the next level. Here is their testimonial.
Automotive Training and Consulting - Dealer eTraining Promotion

http://www.dealerelite.net/profile/StanSher740

http://www.automotivedigitalmarketing.com/profile/StanSher101

http://www.facebook.com/dealeretraining

http://dealeretraining.com/

We have been very busy here at Dealer eTraining help dealerships grow and improve their internet sales and bdc operations.  We have been growing and making progress as our dealer clients start to see an improvement in their processes.  In an effort to continue growing and bringing more solutions we are looking to expand our footprint.

For a limited time, Dealer eTraining is hosting a promotion.

Dealer eTraining is offering a free internet department, bdc department, and/or sales department analysis.  Did we just say free?  We sure did.  Any dealership that contacts Dealer eTraining will get a free strategy session.  

What does a strategy session give the dealer?  

-Your dealership will get mystery shopped by email and phone.

-Your dealership marketing initiatives will be evaluated.  This includes websites, advertising, merchandising, and social media efforts.

-Your dealerships follow up progress will be recorded and reported back to you.

-A strategy call one on one directly with Stan Sher, president of Dealer eTraining.  This is a 30 minute call where dealers and management can discuss tactics on how to move forward to grow success in the dealership.  This will be in the areas of effective lead management, CRM/ILM, digital marketing, social media, an introduction to Lead Re-Generation (a Dealer eTraining exclusive).

This is easily a $2,000 value.  We are offering it at no cost to dealers, dealer groups, independent dealerships, and vendors that want to help their dealer clients improve their processes.

Why are we doing this?  Again, we want to help dealers be successful first and foremost.  Dealer eTraining was created with the goal of creating opportunities for automotive dealerships to drive more traffic to the showrooms and ultimatley sell more cars.  After spending many years in dealerships working in various roles, we have seen what works and what does not work.  We talk to automotive dealers every week and we know what they really need.  They need guidance to move ahead and dominate their competition.  They need ideas that will help propel them to the next level.  They need training that works.

Are you ready to take the next step to being successful?  Click here, email stan@dealeretraining.com or call (732)925-8362 

Sales and BDC, Not Sales vs. BDC

http://www.facebook.com/dealeretraining

http://twitter.com/stansher

http://www.linkedin.com/in/stansher83

As I work with various dealerships all over the nation, I am still amazed at the kind of attitude that I find sales departments showing towards their BDC.  As a matter of fact, it is interesting to see how aggressive sales people embrace it while everyone else has a negative vibe towards it.  It is interesting to see the lack of appreciation that sales professionals have towards the support that is being given to them.  This is an ongoing that hurts many dealerships every single day.

                A Business Development Center (BDC) is usually setup as a call center where a coordinator is solely responsible answer internet email leads and phone ups to generate appointments.  This has become a more typical approach to maintaining an internet department over the last few years.   The benefit of it is that it allows support for the sales department to work with appointments instead of rely on the door for fresh ups.  The goal is to generate as many appointments as possible. The more appointments that come in the more cars the store will sell.  Sounds like a great idea right?  So, why do sales professionals still fight the idea of having a BDC?

The problem is that sales people are not trained in the new ways of handling customers.  They are not trained to work their customer relationship management (CRM) tool properly and ask the right questions that come along with it.  They get a customer that comes in as an appointment and start a new process instead of continuing a current process which creates a bad experience for the customer.  This happens because there is little or no communication between management and the BDC.  There is also no communication between the sales and BDC departments.  They should work together like a well oiled machine.  It is becoming evident that the focus is more on training how to handle an email lead or a phone up.  Dealerships need to start thinking about training their sales staff and management to adjust to handling their customers better and working as one solid team.

Here is what I propose.  Keep sales people on the floor but have them rotate shifts working in the BDC.  It is really very simple.  Each hour a different sales consultant comes in and helps the BDC.  Make it a requirement and sales people will start to destroy bad habits and build buy in for having a BDC.  Here are some of the benefits:

  1. They will learn the importance of why they have a BDC in the dealership. 
  2. They will be available to help with product knowledge TOs on calls. 
  3. They will help make phone calls and prospect for business.
  4. They can sometimes help a sell a car over the phone with customers that want to start the transaction process over the phone. 
  5. They can help handle over flow of leads.  If they make an appointment in that hour, it is their appointment.
  6. If they talk to a customer on the phone it is their deal.

 

The bottom line is that sales people need to learn what is being said and how it is being said on the phone.  They also need to understand why certain things happen the way that they do in a BDC.  A sales professional needs to look into the CRM and read the notes so that they can continue where the BDC left off.  The sales department needs to be thankful for the support staff that they have and help pitch in when they can.  Lastly, sales professionals need to learn what current technology is available to increase their own follow up and customer engagement.  These practices will show improved morale in the dealership and better results.

 

About the Author

Stan Sher is an Automotive Industry consultant and president of Dealer eTraining where he specializes in training automotive dealerships with their digital sales and marketing efforts. 

Create The Be-Back

http://www.dealeretraining.com/

http://www.linkedin.com/in/stansher83

http://twitter.com/stansher

http://www.facebook.com/dealeretraining

 

Picture this…you are a sales consultant working at a dealership.  You have gone through all of the steps and you are going through the negotiation process.  After all is said and done the customer decides that it is time to leave and a deal cannot be made.  It got down to the customer not being satisfied with the trade or the deal that is being offered to them.

Does this sound familiar?  It should.  This is what we deal with the most in our business if we are not making deals.  There are many reasons why customers end up not making a deal on the spot.  In some cases, sales consultants or BDC reps end up trying to get the customer to come back.  In other cases, the customer leaves and never gets contacted again.  This all depends on how the dealership is structured with process, CRM, and management styles.  

I remember as a sales person I would have a manager sit down with me just to make sure that I am pounding the phones.  I believe that this can be extreme in some cases.  A sales person needs to be dedicated and care enough about their career as well as their livelihood.  Successful sales professionals still use the telephone and innovative methods of communication to follow up.  A few months ago, I wrote an article about the number one sales person in the country for Hyundai.  The man sells 60 units per month consistently and makes twice what his sales manager makes.  He is dedicated.

Now comes the interesting aspect of this article.  How do we follow up with these customers that did not buy?  How do we create a process to ensure 100% follow all of the time?

I recently had a dealer client ask me to create some processes for different objections for why people did not buy.  After evaluating their dealership, their product, and how their staff operates I was able to create a custom process for various objections.  It adds a few more calls per day to the BDC but will create more be-backs.  My thinking is that every action needs a reaction.  If they do heavy follow up, make a lot of calls, send properly crafted emails, engage in social media follow up, you will create a big enough buzz to get these customers to come back and make that deal. 

It is all about process, process, process, process, and you guessed it PROCESS!!!  Along with process comes the training on handling these opportunities.  Along with the process and handling these opportunities comes effective communication between sales and BDC departments in order to have effective follow up.

Now let’s think about this for a second.  What do we do when we get a fresh internet lead?  We follow up with a solid phone call, email, and social media engagement process for a set amount of days, right?  If we are serious about initiating contact with the prospect, why are we not serious about getting a bigger interest out of them after we have engaged them and had a chance to build rapport face to face?  Why not create a similar type of strategy for someone who already has your attention?  Shouldn’t it be easier to sell them a vehicle at this point?

It might be a great idea for dealerships to consider having a process for handling customers that did not buy with a solid, mandatory follow up plan.  Since it is a numbers game dealers will see tremendous results and a better be-back ratio.  This can be done for customers that do not buy due to trade issues or pricing issues.  If the OEM makes positive program enhancements, it might make sense to create a process to engage those prospects that left and did not buy.  Dealers and managers need to remember that persistence pays off big dividends.  Think about it.

Stan Sher is the founder and president of Dealer eTraining, a premier automotive internet sales and digital marketing consulting company. For more information, please feel free to call 732-925-8362 or email stan@dealeretraining.com .