Who receives your incoming sales calls? Are your salespeople logging all incoming sales calls in the CRM? Is the sourcing accurate? Who is responsible for the short term and long term follow-up?
If you are concerned that you may be loosing deals due to incoming phone calls not being handled properly, you may want to consider a BDC Department. The BDC team is responsible for all incoming sales calls and follow-up. You will see an increase in sales, and retention. The salespeople need to focus on store-ups, unsold follow-up, and deliveries and should not be distracted by sales calls. The customer over the phone needs the attention just like the fresh store-up.
Sales people have a tendency to “broom” the incoming phone ups. If they are calling on a used car that is no longer available, the chances of them offering alternatives is slim. If the consumers lease is coming to an end in a few weeks, chances are they hang up rather quickly.
Sourcing should be a huge part of your process. As a dealer, you need to know what is working and what is not. At the end of the month, you should be able to track all sources to have a profitable ROI.
Having a BDC Department strictly focus on incoming and outbound phone calls, sourcing them properly and handling the short-term and long-term follow-up will increase sales, and profit. Who wants to lose deals these days? Let the sales people focus on selling!! The BDC will sell themselves, sell the dealership and sell the appointment.