Ser vi ce B D C B est Pr act i ce
Liza Christensen
2016
O C T O BE R
AGENDA
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Introductions
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The Process
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How I use Dealersocket to help our business
TH E PR O C ESS
What the BDC does
The Process
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Setting the Appointment
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Follow Up Calls
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No Show Appointments
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Confirmation Calls
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Declined Service
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Parts Calls
Setting the Appointment
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Did you use a full greeting?
Did you verify their address?
Did you verify their phone number?
Did you verify their email address?
Did you run their vin number through the manufacturer website?
Did you ask their mileage?
Did you review mileage service needs?
Did you schedule a requested time?
Did you offer them a shuttle ride?
Did you thank them for calling?
FO LLO W U P C A LLS
Word Tracks
N O -­ SH O W A PPO I N TM EN TS
2 HOURS
ACT COOL
CAL L CU S T O MER
The customer planned to come in today? Why not get them in the door still?
Why? Customers think we are going to charge them for missing there appointment like a Dr. office or Dentist.
Short description goes right here.
NO-­SHOW APPOINTM ENTS
CONFIRM ATIO N CALLS
How should I confirm my appointments?
H O W D O I D E T E R MI N E W H O TO C A L L F R O M T H I S S C R E EN ?
Print the list at 7:00 am and email or text all the customers for the next day. The Doctors and Dentist do it,
why don’t we? Should I call the customers?
DECLINED SERVICE
H A N D W R I TTE N
When is the last time you
got a hand written letter?
S P E CIFIC
It’s what we recommended
to the customer.
P RI CE
Should we write a price?
TA X & S H O P S U P P L I E S
Should we give the customer
a complete total?
D I S C O U NT
Should we give a
discount?
USE THE DMS
Get the declined service and
customer information from your
DMS.
PARTS CALLS / SOP PARTS
S O P PA RT S
Why are special order parts so important? How can the BDC help? Should we have them email the customer or call them?
CA N T H E B D C H E LP W IT H T H IS ?
Yes!!!
Don’t forget to rate my class on the DSUS app.
Visit usersummit.dealersocket.com for class notes.
THANK YOU