Presented by Gary Mitchell of DMEautomotive, "VBDC - Will Someone Please Answer the Phone" is a short presentation about handing inbound calls to a car dealership. Most Customer inquiries or responses - either for Sales or Service are conducted via a phone call. Each phone call, inbound or outbound, has the potential to generate revenue and must be handled properly! However, dealership personnel is busy juggling many tasks and responsibilities so often the phone goes unanswered. The solution - implementation of a Virtual BDC.

1. Will Someone Please Answer the Phone?

2. Your Host Gary Mitchell Director of Telephony and Virtual BDC

3. Agenda The Telephone – the Ongoing Challenge The Two-Edged Sword Current Realities The Real Problem and Impact The Real Challenge The Solution Why? Questions

4. The Ongoing Challenge! “Will Someone Please Answer the Phone?”

5. The Frustration! How many times do you hear this in your sales, Service or Internet department each day? If you hear it…then it means that the callers are also saying it on their side, which cannot be good!

6. Phones - The Two Edged Sword Most Customer inquiries or responses - either for Sales or Service are conducted via a phone call Most dealership personnel are juggling many duties related to generating revenue and struggle with finding the time to… Answer the phone or page when a customer calls Return messages in a timely manner Proactively follow up with leads Prospect for new customers Each phone call, inbound or outbound, has the potential to generate revenue and must be handled properly!

8. Handling “heat cases”

9. Dealership Greeter

10. Secretarial duties

11. Most importantly… 1st Point of Contact for Most of Your Customers!Are You comfortable with this process in your dealership?

12. The Current Situation! Dealers spend $1,000’s per month marketing to make the phones ring Fewer employees to answer phone calls due to economy Difficulty staffing during peak calling times Who do you ignore when the phone rings? The caller or the customer in the dealership?” Nothing can frustrate a caller more than being put on hold or having to leave a message when they are trying to spend money.

13. Most Difficult Challenge! How do You know which Call to Answer? Most Callers are Shoppers…not Buyers Using the Internet for information Calling dealership to get questions answered Sense of urgency for answers…but not ready for a decision Interested…but not sold yet If their call is not answered promptly May call another dealer Loyalty has not been established Timely responsiveness is critical

14. The Problem Defined…. Each day…how many calls to your… Sales department are missed or not handled correctly that should have resulted in a sales opportunity? Service department are missed or not handled correctly that should have resulted in a service Appt? Most dealers will say somewhere between 5 and 15 inbound Sales Opportunities or Service Appointment calls are either not answered properly or mis-handled each day! Resulting in no new sales opportunity or service appointment being set Lost potential revenue Upset Customer or Prospect – CSI problems

15. Financial Impact! Missed Opportunity Costs Sales Opportunities Service Appointments

16. Why can’t we just Answer the Phone? Perfect solution if we were not… With a customer On the phone Away from our desk Very busy Or the Dealership is closed!

18. Warm transfer calls to specific departments or personnel

19. Set Appointments or capture feedback for Hot Leads

20. Integrated with popular CRM systems – no additional input needed

21. Effective dealership focused scripting designed for interacting with callers

22. Email Appointment or Hot Lead data with audio recordings to dealership for prompt follow up

23. Caters to the individual needs of the dealership, defined via enrollment

25. Benefits of Live Call Backstop

26. The On-Site BDC – Perpetual Obligation Why not use a Internal BDC? Maintaining and management of an on-site BDC can be very expensive as well as complicated…too many variables to control.

27. Why Outsource Your Overflow BDC Processes?

28. Questions? Thank you for your time today!