BDC Basics
What is the order you should first reach out to customers?
What is: call, text, email
How many stores are in the Steet Ponte Auto Group, and name them all!
8 stores: Steet Toyota of Johnstown, Steet Ponte Chevy, United Auto Sales of Utica, Steet Ponte VW, Steet Ponte Ford Lincoln, Steet Ponte Mazda, Steet Toyota of Yorkville, Steet Ponte Nissan
What is the goal timeframe for lead response time?
What is: 15-30 minutes!
When covering for another BDR, when do you move the appointment into your name?
What is: only when you set an appointment for that day that you are covering.
Who is our DealerSocket Rep?
Who is: Amanda Bertozzi
What is considered an influenced visit?
What is: A customer that a BDR is corresponding with via text email or phone call, that doesn't set an appointment with them, but visits the store because of the proper follow up.
What is the Steet Ponte slogan?
What is: See why our customers always say, "it's so easy to do business with (store name!)
What is our goal % for appointment set rate?
What is: 25% average, goal: 27-29%
When checking on availability status of a vehicle, who do you reach out to?
What is: verify vehicle availability with the Sales Manager
What is a good resource to determine personal social and communication style in buyers (or yourself!) Hint: was from March's training.
What is the Social Interaction Styles quiz
What is helpful for Sales Consultants & Managers when you are entering lead information into the CRM? Hint: it's something we are continually working on with the Sales Consultants, lol.
What are: NOTES!
We are always... what? Hint:Chris' favorite word!!!
What are: PROFESSIONALS!
What is our goal % for appointment show rate?
What is: average 60%, goal of 75%
Do manufacturer or other mystery shops still happen when you are covering for a sister store on a BDR's day off (or vacation, sick day, etc.?)
What are pieces of dynamic content you can add in your response?
What are: Photos/video, window sticker, vehicle brochure, third party reviews
What are the 5 most common forms of objections?
What are: Price, payment, trade, down payment/credit, selection
What sets us apart from other dealerships or larger auto groups in the area?
What is: we are family and locally owned! Many of our employees have been with us for at least 10 years or going on 10 years. We are dedicated to treating all customers like family, and always make it easy to do business with us. We live, work and support our local areas!
How many videos should we send each day?
What is: the goal is 3!
How should leads be treated when you are covering for a sister store?
What is: Analyze the lead, call/text/email, answer any and all questions within the lead! The same way you would handle your home store leads!
What are some benefits of sending videos and photos?
What are:
-They set us apart from other dealers!
-Can help engage the customer
-Can help elicit a response (reciprocity principle)
What are some tips to setting the appointment?
What is: straight up ask for the appointment, ask in a way that leads to an appointment, give specific time/date options (example: would morning or afternoon work better?) Can also refer to the sheet we have from Bill Richards/Nissan!
Name the first store in the Auto Group, that actually is technically not a Steet Ponte store, and when was it founded?
United Auto Sales, owned by the Steet family! Founded in 1945
What elements should be in your First Quality Response?
What are: customized greeting and template, answer any and all questions asked, ask for/get the appointment! Always check spelling and grammar!!
What should your signature information be when covering for a sister store's leads?
What is: you should match your signature information to the sister store's information that you are covering for.
What are some resources we can use to check our grammar and spelling?
What is: Grammarly, Chat GPT, and good old spell check.