Cars sold from your Internet Department

Hi Everyone,

I am trying to compare the production of my BDC with other dealerships. We are a one rooftop dealership in the north east with about 200 new &100 used. I have 2 BD Agents. We average about 80 appointments a month with 27 sold units.

How many appointments and sold units are you guys doing? How big are your departments/BDCs?

I want to compare our production. Are we low performing, average, etc?

Any feedback would be greatly appreciated!

As always, thank you!

Jackie

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Permalink Reply by Jeffrey Seyler on May 14, 2013 at 12:16am

Jackie,

It would be helpful to know the total number of Internet Leads to include phone calls that are generated from your Internet Advertisement. A good appointment setter with all of the right tools, information and training should be able to set 50-75 appointments a month so as long as they are not trying to pre-qual and sell the vehicles themselves. Each BCD member should be able to handle 150+ leads a month. The total number of sales is truly dependent upon the ability of your sales staff and much less about the BDC member as a whole but selling 25% of your total leads received is very good, where the bulk of your leads come from will affect this number drastically.

We currently have 5 BDC members handling 800 leads generating 200 appointments resulting in 100 sales a month. Our inventory is 400 new 225 used and we sell on average 220 units a month. The Internet drives our business model.

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Permalink Reply by Richard Robbins on May 14, 2013 at 4:29pm

If you allow my BDC to blend with/back up yours you will see huge increases in appointments, show %, and sold units!

MasterCall Plus, from DMEautomotive, a complete set of inbound and outbound customer contact management solutions. From outbound CSI, unsold follow-up and first appointment call campaigns to complete inbound service appointment setting and backstop/overflow support. MasterCall features a flexible, scalable and affordable set of solutions that provides dealers with as much, or as little, service as they need to succeed.

Set more appointments. Drive more sales!

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Recorded calls available in real time for review.
Set more appointments and establish more hot leads.
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Using the most current technologies, our flexible inbound live answer process ensures that all incoming calls are answered 24/7. We drive business with outbound call campaigns using the best in class processes and technology to maximize contact rates.

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With over 15 years of experience and 100% of our call center’s business being automotive, we know how to talk to your customers.

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Inside Sales Consultant-MasterCall

DMEautomotive

8505 BayCenter Road

Jacksonville, Florida 32256

p: 904.416.1981 | c: 443.460.8744 | f: 904.416.1038

Richard.Robbins@dmeautomotive.com

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Permalink Reply by Mr. Natural on May 14, 2013 at 4:29pm

I have a question, and then I will comment. Who does the actual selling?

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Permalink Reply by Jackie Cahill on May 17, 2013 at 5:59pm

Our Sales Consultants, not the BDC, we set appointments

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Permalink Reply by Mr. Natural on May 17, 2013 at 6:55pm

Among other things, I am the internet director of a small group. I have one guy that handles all of the incoming internet leads, about 300 leads per month from various sources i.e our web pages and the regular third party sources (cars.com, autotrader, Nissan, Kia, etc.) He sets about 70 to 90 appointments a month. From those set appts, we have been selling 25-27, and last month 29 cars. All leads/appointments are passed off to a salesperson either when the customer arrives, or before.

This is what is really happening here. Truly, what you see and hear here on D.E....Well,,,a lot of it is B.S. Inflated, bullsh@# numbers. It's all about basics and hard work. Using and working from and out of your CRM Anyone who tells you they are actually talking with 70% of their leads is LYING..The national average conversion rate from incoming leads to sales is about 7%

The key to success and good numbers is all about the basics. Respond fast, make calls, leave messages, send emails, schedule your next activity. There is no fancy gizmo that's gonna' make it any easier or better. Make the call, send the email, record the info, schedule the next activity, when you have them on the phone...set the appointment.

You can't sell cars on the internet. YOU CAN'T SELL CARS ON THE INTERNET...You Can build trust, set the appointment, and sell the car at the dealership when they arrive for their scheduled appointment.

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Permalink Reply by Steve Duff on May 20, 2013 at 11:58am

Mr. Natural, we sell cars on the internet (and phone) every month. Granted they few, are out of towners and they are for rarer in demand cars... and of course the paperwork isn't finalized until they get here, but the sale is made on the phone and via email including credit apps, desking, final numbers etc. We do a few of these every month and are getting better at it all the time.

But yes the vast majority of the time we are selling trustworthiness, customer care, integrity, inventory selection, knowledge, and finally, the appointment.

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Permalink Reply by Richard Robbins on May 20, 2013 at 12:04pm

I am sure many of you have considered installing your own BDC or already have one in your dealership, but let me show why you may want to reconsider…. I can use my 160 automotive industry trained reps and my company’s 20+ years’ experience OR you can hire, train, manage, fire, train, hire again…..you get my point right?! Here is a list of typical responsibilities of a BDC…

Now, let’s look at the typical tasks of a BDC:

• Handle incoming sales calls.

• Follow up with unsold showroom customers.

• Be responsible for equity and other promotional calls.

• Administer targeted e-mail campaigns and e-newsletters.

• Build fleet business.

• Handle lease returns and renewals, including all related phone, mail and e-mail communications.

• Handle Internet leads and appointment setting.

• Conduct parts and service retention marketing.

• Conduct internal CSI calls and e-mails.

• Resolve all parts and service-related issues within pre-determined parameters.

• Monitor and manage dealer reputation issues.