How To Ensure Your BDC DEVELOPS Business W/ Marija Cvetkovska The KPI Cafe podcast

How to Ensure Your BDC DEVELOPS Business w/ Marija Cvetkovska

3+ y ago 59:03

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The KPI Cafe returns to the BDC in this episode with Marija Cvetkovska, formerly of the Suburban Collection and current member of PCG Digital. With years of experience both as an agent and manager in a dealership's Business Development Center, she and host Dane Saville dive into what it really means to leverage this operation to actually develop business.
Marija offers up robust morsels regarding touchpoints, products expertise, lines of questioning, the handing off of warm leads, and much more. Along the way, she'll share her issues with how dealers can significantly undervalue the work accomplished in a BDC. If you're looking to up your game to get better metrics out of your own department, this one won't disappoint.
Here's what you can expect:
4:33 Marija's Automotive Origin Story

8:59 BDC for Sales and Service

Skills Differences

Service Acquisition (Development)

Marketing Strategy Support

Lifetime Customer Value

17:36 Touchpoint Strategy for Appointments

Lead Source Differentiation

Filter Wisely

"Call Center" Treatment

Pandemic Effect

23:04 BDC Agents as Product Experts

Trims, Payments, Et Cetera

Consequences and Outcomes

26:20 Guiding Customers

Questions, Questions, Questions

Back to Basics

Sell Brand, Sell Store, Sell Self

30:31 The Handoff Process

Warm Transfer System

Variables

Do More, Get More

35:32 Level of Collaboration between BDC and Marketing

Avoid Disconnect

Cross-Departmental Knowledge

38:54 BDC Reps to Establish Customer Book?

Turnover Rate

Role Presentation and Pay Issues

43:40 Marija's Ideal BDC

48:26 In-House vs. Outsourced BDC

50:29 Tools for Your BDC

55:26 Let's Play Pittsburghese!

Chapter

1. Marija's Automotive Origin Story (00:04:33)

2. BDC for Sales and Service (00:08:59)

3. Touchpoint Strategy for Appointments (00:17:36)

4. BDC Agents as Product Experts (00:23:04)

5. Guiding Customers (00:26:20)

6. The Handoff Process (00:30:31)

7. Level of Collaboration between BDC and Marketing (00:35:32)

8. BDC Reps to Establish Customer Book? (00:38:54)

9. Marija's Ideal BDC (00:43:40)

10. In-House vs. Outsourced BDC (00:48:26)

11. Tools for Your BDC (00:50:29)

12. Let's Play Pittsburghese! (00:55:26)

58 episode