Communication is "a process by which information is exchanged between individuals through a common system of symbols, signs or behavior," according to Merriam-Webster. While the definition does not directly mention listening, it is a key part of exchanging information.



How well you listen to others is very significant to earning their trust. Constantly learning about your customers and their individual needs is essential to building the…

Fort Mill, South Carolina, May 5, 2010 - Glynn Rodean, President and CEO of New Vision Sales Inc., announced Robert W. Smith has joined forces with New Vision Sales Inc. Mr. Smith, a 20 year pioneer and Industry Expert, is now the new South East Account Executive & Consultant.

An interview with Robert Smith by Eve Weaver; Operations Manager of the NVS Call Center & Executive…

To determine what motivates a customer to buy a vehicle, we first must identify the different things that make customers tick. Each customer has a hot button, but combinations of the following motivators are usually present in each customer’s decision-making process. For some, it’s the status they perceive they have by driving a certain vehicle, while theirs focus on more practical aspects of vehicles, like safety, performance or…

New Vision Sales Inc. would like to announce our new partnership with Carloan.com. This new relationship has created an unrivaled team in the automotive industry. It has coupled a strong lead provider and industry expert Glynn Rodean’s "Road to Success" trained Business Development Center to produce results that are well above industry expectations. During the test phase alone this alliance has produced a 58% show…

The Internet can be your best friend or your worst enemy. To effectively communicate and maintain strong relationships with Internet customers, responses to inquiries must be immediate and consistent and you must interact with customers on the latest Web 2.0 Internet avenues.



Email



When handling e-mail inquiries, the dealership’s initial e-mail response should be made within five minutes. The e-mail needs…

Many perceptions have changed, some of the challenges have changed, the economy has changed but (gender neutral) salesmanship, my friends, has NOT. Customers have NOT changed; just some of their buying habits have improved while many of their concerns have worsened. The good news is that the more we change, as professionals, the more we separate ourselves from those unwilling or incapable of changing.



This version, Hybrid BDC 2010 is part…

BDR intuition is the skill to know which direction to take at the fork in the road during customer interactions. Ad and lead sourcing helps make this simple by identifying credit issues early. Being on point and having BDR intuition when speaking with a special finance customer is vital because these potential buyers are likely filling out multiple credit applications.



Once you’ve uncovered that someone has subprime credit, use…

Database mining, or organic business development, is maximizing the opportunities that are sitting in a dealer’s database uncultivated or, to be frank, being ignored.



These people are not being called; they’re not getting letters. They’re being left for the competition to call. Sure, the sales staff or BDC will call a customer in the days or weeks after they come in, but what about months or years later?



A lot of the same people…

All incoming sales calls and every lot up should be ad-sourced and leadsourced—no exceptions. Determining the source of every lead allows you to generate a report that will show you whether your dollars are being spent effectively. Without this reporting, you may wind up wasting thousands of dollars a month.



In a perfect world, dealers should monitor ROI reports for 60 to 90 days before adjusting their advertising/marketing, but many…

We can’t wait for success to come to us. We have to go after it, and technology can help in a lot of ways. Technology can enhance communication with prospects, target certain segments of past customers, locate new customers who are in the market for a vehicle and simplify certain BDC processes.



While e-mail communication was a great byproduct of the digital revolution, a customer’s perception of the message sent is limited because body…

There are plenty of dos and don’ts when working in a business development center. How often do you train and test your business development representatives (BDRs) to ensure they know the dos and don’ts and are performing to the best of their ability?



Of course, BDRs need to take comprehensive assessment exams over the first few months to see if their initial training is truly ingrained. Ongoing training and testing, which can be in a group…

In dealerships across the country, the doors of many business development centers are closed due to cost cutting. In the average dealership without a BDC or call center, the handling of phone calls is still abominable. In reality, business development is more important today than ever and cutting costs in business development can have devastating effects.



In some cases, manufacturers are putting more pressure on their dealers to focus on…

For some reason, when the word "Internet" is put in front of the word "sales," it becomes something different than car sales. But it shouldn’t; it’s still selling cars. By integrating the Internet sales department and business development center, Internet sales should become more efficient. Why would you have the two departments separate, or why would you have one without the other? I suggest configuring the two together, so all leads are properly…

Up to this point in the outsource-transition can take up to a year to-in-house-BDC transition, the bulk of the in-house preparation has been planning, along with some training. While the entire transition can take up to a year or longer, the final stage should be completed in a month or less.



By this stage, buy-in should be dealership-wide, key members of management are trained, the functions of the in-house BDC are defined, the actual BDC…

In a earlier dealerELITE blog post I covered the 40,000-foot view of implementing business development in your dealership, first as an outsource service and later transitioning to an in-house business development center (BDC). During the preparation stage, most business development efforts should be outsourced, and the dealership will assume the bulk of the business development duties in the final stage.

The preparation stage involves four…

The ramp-up process is a vital stage in the transition from an outsource business development solution to an in house BDC. Once you’re at this stage of the game, there are several aspects to cover before the final steps. During the ramp-up process, there are several tasks to complete:



•Get buy-in from the rest of the staff. It’s "grow or go time!"



•Determine the functions the in-house BDC will perform



• Get the…

Can a dealer begin business development as an outsourced service and transition to an in-house operation? My answer to that question is a resounding "yes." Of course, that "yes" comes with a few ifs. This route will work if everybody’s prepared for it, if everybody’s properly trained for it and if there’s proper communication between the outsourced module and the dealership’s management.



Since this is such a large topic, in order to explore…

While car sales and football don’t have a lot in common, right now many dealers are practicing what many football teams do when they’re trying to hold onto their lead until the end of the game—the prevent defense. A team with a solid lead will just try to protect that lead rather than going on the offensive to score more points. Unfortunately, this tactic often causes the team to lose because they were playing too carefully.



However,…

As in any department, there are best practices that can be implemented in a business development center (BDC) to help ensure success. Over the years, I’ve developed a long list of best BDC practices and here are 12 from which every BDC can benefit:



1. Daily Team Meetings – Start each day with a team meeting to monitor all goals, update everybody’s average production recap report and warm up prior to going live on the…

Skills are what will separate your dealership’s business development center (BDC) from what customers consider the stereotypical car-buying experience to be, and skills in the BDC revolve around understanding, alignment and communication. Skills can make your dealership stand out from all the other stores in your market.



A BDC should make people feel comfortable and excited about the dealership at the same time. To do that, it’s imperative…