Automotive BDC Workshop; IGPA

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IGPAIGPAExerciseExerciseIGPAIGPA

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InfrastructureInfrastructureInfrastructureInfrastructure

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Getting StartedGetting StartedGetting StartedGetting Started

Incremental Gross Profit AnalysisIncremental Gross Profit Analysis

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IGPAIGPAExerciseExercise


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Incremental Gross Profit Analysis

Inbound PhoneIncremental Gross Profit Analysis

Inbound Phone

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Inbound Phone

AverageMonth

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BDC Incrementality

(2%-5%)

BDC Incrementality

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BDC Sales Contribution

(Column 1 X Column 2)



Gross (Nat’l. Avg.) PNVR F&I

($1,238) ($522)


($1,238) ($522)Monthly Gross


Monthly Gross(Column 3 X Column 4)

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BDC Incrementality

Up to 5%Up to 3%Up to 2%

“Yes” Responses 3 or less = 4 to 6 =7 or more =

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Inbound Phone

AverageMonth

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BDC Incrementality

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Inbound Phone

AverageMonth

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BDC Incrementality

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15 Units

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BDC Incrementality



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Inbound Phone

AverageMonth

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BDC Incrementality

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BDC Incrementality

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($1,238) ($522)





15 Units

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BDC Incrementality



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InternetIncremental Gross Profit Analysis

Internet




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Internet

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Internet

AverageMonth

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($1,238) ($522)


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BDC Incrementality


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$7,040


RTCM/RCLIncremental Gross Profit Analysis

RTCM/RCL




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RTCM/RCL

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RTCM/RCL

AverageMonth

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BDC Incrementality

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BDC Incrementality

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($1,238) ($522)


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BDC Incrementality


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RTCM/RCL

AverageMonth

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BDC Incrementality

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BDC Incrementality

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($1,238) ($522)


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BDC Incrementality





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RTCM/RCL

AverageMonth

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BDC Incrementality

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BDC Incrementality

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($1,238) ($522)


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5 Units

$1,760

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BDC Incrementality





$31,680


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$ 26,400 $ 26,400 Inbound PhoneInbound Phone


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$ 26,400 $ 26,400

$ 7,040 $ 7,040

Inbound PhoneInbound Phone

InternetInternet


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$ 26,400 $ 26,400

$ 31,680 $ 31,680

$ 7,040 $ 7,040


RTCM/RCLRTCM/RCL

InternetInternet


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$ 26,400 $ 26,400

$ 31,680 $ 31,680

$ 7,040 $ 7,040

$ 65,120$ 65,120


RTCM/RCLRTCM/RCL

TotalTotal

InternetInternet


$ 26,400 $ 26,400



$ 31,680 $ 31,680

$ 7,040 $ 7,040

$ 65,120$ 65,120

x 12 Monthsx 12 Months

$ 781,440$ 781,440

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RTCM/RCLRTCM/RCL

TotalTotal

InternetInternet

InfrastructureInfrastructure

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InfrastructureInfrastructureInfrastructureInfrastructure

Job Description/Personality ProfileJob Description/Personality Profile

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•BDC Manager•BDC Manager

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Personality traitPersonality trait SkillSkill

Organized & detail Organized & detail orientedoriented

Collect & analyze Collect & analyze metrics/run reportsmetrics/run reports

Outgoing, personableOutgoing, personable& energetic& energetic

Recruit, trainRecruit, train& motivate staff& motivate staff

Team playerTeam playerLead by example/ Lead by example/ interact w/other interact w/other managementmanagement

Job Description/Personality ProfileJob Description/Personality Profile

•BDC Coordinator•BDC Coordinator

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Personality traitPersonality trait SkillSkill

Upbeat, positive, Upbeat, positive, “smiles” on the phone“smiles” on the phone

Heavy phone Heavy phone contactcontact

Quick learner, no fear Quick learner, no fear of changeof change

Ability to work Ability to work multiple software multiple software applicationsapplications

Professional work Professional work ethicethic

Vested interest in Vested interest in dealership successdealership success

Recruiting ProcessRecruiting Process

•Place an ad

•Review applicant resume online

•Conduct first interview via phone

•Conduct live interview

•Place an ad

•Review applicant resume online

•Conduct first interview via phone

•Conduct live interview



Pay PlansPay Plans

•Salary/Hourly wages

•Bonus per appointment kept

•Bonus per unit sold

•Spiffs

•Salary/Hourly wages

•Bonus per appointment kept

•Bonus per unit sold

•Spiffs



Staffing ExerciseStaffing Exercise





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SchedulesSchedules

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RTCM Outbound CallsRTCM Outbound Calls Product Knowledge TrainingProduct Knowledge Training Incoming Calls/Internet/Direct MailIncoming Calls/Internet/Direct Mail To Do ListTo Do List

SchedulesSchedules PeoplePeoplePeoplePeople

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8:00 8:30 9:00 9:30 10:0010:3011:0011:3012:0012:301:00 1:30 2:00 2:30 3:00 : 3:30 4:00 4:30 5:00 5:30 6:00 6:30 7:008:00 8:30 9:00 9:30 10:0010:3011:0011:3012:0012:301:00 1:30 2:00 2:30 3:00 : 3:30 4:00 4:30 5:00 5:30 6:00 6:30 7:00

Opening Duties/Incoming Calls Incoming Calls/Internet Appointment Outcome Calls Lot Walk-15 min.

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Participant Guide Pages ##Participant Guide Pages ##

Hardware NeedsHardware Needs•Dedicated computers

•High-speed internet access

•Windows XP / Internet Explorer 6.0 capability

•128K RAM minimum

•Network capability

•Dedicated computers

•High-speed internet access

•Windows XP / Internet Explorer 6.0 capability

•128K RAM minimum

•Network capability

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Software NeedsSoftware Needs•Data import and export

•Mail merge

•Daily work planner

•Auto reminders

•Appointment scheduling

•Report generation

•Interactive computer scripts

•Data import and export

•Mail merge

•Daily work planner

•Auto reminders

•Appointment scheduling

•Report generation

•Interactive computer scripts

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Best PracticesBest Practices•Follow recruiting process

•Pay bonus for appointments kept,not just set

•Create individual coordinator schedule

•Develop technology work-around

•Set up logical efficient work spaces

•Follow recruiting process

•Pay bonus for appointments kept,not just set

•Create individual coordinator schedule

•Develop technology work-around

•Set up logical efficient work spaces

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ResourcesResources Wrap-UpWrap-UpWrap-UpWrap-Up

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Automotive BDC Workshop; IGPA

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