Looking for some help:
Our internet dept handles transactions start to finish. Customers like this since it’s one person they have to deal with and the people they are working with have the skill set to answer questions (unlike many BDC reps). The obvious downside is with deliveries, etc response time is a problem. Regardless of how many leads (we try to keep them under 75 leads per person) aggressive long term follow up can be problem b/c of a lack of time as well. I’m thinking about taking my ISMs and having them be trained/certified with our brands appointment setters. Response time will improve and there would be more time for follow up. Additionally, they will be forced to simply focus on selling the apt instead of sometimes trying to sell the car over the phone since they would be handing the customer off to a salesperson once they arrive at the store. Thoughts?
Anyone have a good BDC payplan they would share with me?
In the March issue of Auto Dealer Monthly, we ran a story on New River Auto Mall's BDC, which includes information on their processes and pay plans. It seems they have processes similar to what you're considering. Here's the link: http://autodealermonthly.epubxp.com/i/56915/25 Hope it helps!
I work in the BDC department at a large Honda dealership In NY.. How we do it is similar to your store. We have 4 BDC reps. On average I get about 150 leads a month on top of handling the phones. You are correct about the response time if they are doing A to Z.. It seems we do all the preliminary work and the customer is 75% sold by the time they walk through the door.Then we hand them off to a sales person. I think as long as the customer finally gets to meet and see who they have been dealing with online they feel better.What customer wouldn't want two SP working hard to get them to a great deal and ensure proper service??
Also too when things are slow we do the SP follow up and work within our own customer database to set appointments and get them back in the door...I don't know about your store but in ours, nobody does follow up so the BDC does and on average we probably get 10 people or so back in the door a week.
As far as a payplan we get paid 25 for appointments and 50 for delivered customers..$75 TOTAL and a $400 base salary.
What do you think??