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Will Someone Please Answer the Phone?8th Digital Dealer Conference1Gary MitchellDirector of Telephony and Virtual BDC

Your Host

8th Digital Dealer Conference2AgendaThe Telephone the Ongoing ChallengeThe Two-Edged SwordCurrent RealitiesThe Real Problem and ImpactThe Real ChallengeThe SolutionWhy?Questions

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Will Someone Please Answer the Phone?

The Ongoing Challenge!8th Digital Dealer Conference4The Frustration!How many times do you hear this in your sales, Service or Internet department each day? If you hear itthen it means that the callers are also saying it on their side, which cannot be good!

8th Digital Dealer Conference5Most 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 toAnswer the phone or page when a customer callsReturn messages in a timely mannerProactively follow up with leadsProspect for new customers

Phones - The Two Edged SwordEach phone call, inbound or outbound, has the potential to generate revenue and must be handled properly!

8th Digital Dealer Conference6The Current RealitiesThe OperatorThe Typical Dealership Operator handles many duties and not always available to timely answer the phone because

Answering and transferring inbound callsHandling heat casesDealership GreeterSecretarial dutiesMost importantly 1st Point of Contact for Most of Your Customers!Are You comfortable with this process in your dealership?

8th Digital Dealer ConferenceThe Current Situation!Dealers spend $1,000s per month marketing to make the phones ringFewer employees to answer phone calls due to economyDifficulty staffing during peak calling timesWho 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.8th Digital Dealer Conference8Most Difficult Challenge!How do You know which Call to Answer?Most Callers are Shoppersnot BuyersUsing the Internet for informationCalling dealership to get questions answeredSense of urgency for answersbut not ready for a decisionInterestedbut not sold yetIf their call is not answered promptly May call another dealerLoyalty has not been establishedTimely responsiveness is critical

8th Digital Dealer Conference9The Problem Defined.Sales department are missed or not handled correctly that should have resulted in a sales opportunity?Each dayhow many calls to yourService 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 setLost potential revenueUpset Customer or Prospect CSI problems

8th Digital Dealer Conference10Financial Impact!Sales OpportunitiesService Appointments

Missed Opportunity Costs8th Digital Dealer ConferenceWhy cant we just Answer the Phone?Perfect solution if we were notWith a customerOn the phoneAway from our deskVery busyOr the Dealership is closed!

8th Digital Dealer Conference12The Solution Outsourced Live Call Backstop ProcessFormal call-center based process that ensures that all or specific inbound calls are answered in a timely and professional manner to ensure immediate response and follow-up24/7Live answer after X number many rings or no answer no calls missedWarm transfer calls to specific departments or personnelSet Appointments or capture feedback for Hot LeadsIntegrated with popular CRM systems no additional input neededEffective dealership focused scripting designed for interacting with callersEmail Appointment or Hot Lead data with audio recordings to dealership for prompt follow up Caters to the individual needs of the dealership, defined via enrollmentDetailed web-based reporting

8th Digital Dealer Conference13How does a Virtual Business Development Center Work?

No Inbound Call is Ever Missed!8th Digital Dealer Conference14Benefits of Live Call Backstop8th Digital Dealer Conference15The On-Site BDC Perpetual ObligationMaintaining and management of an on-site BDC can be very expensive as well as complicatedtoo many variables to control.

Why not use a Internal BDC?8th Digital Dealer Conference16Why Outsource Your Overflow BDC Processes?8th Digital Dealer Conference17Questions?Thank you for your time today!

8th Digital Dealer Conference18Sheet1Missed per Day1Missed per Day3Missed per Month30Missed per Month90Closing Ratio30%Lost RO's per Month81Lost Deals per Month9Average RO Value$225Average GP per Deal$1,900Average RO GP70.0%Lost GP per Month$17,100Lost Service GP per Month$18,225Lost Sales GP Annually$205,200Lost Service GP Annually$218,700

1 Sales Opportunity Call is missed per day 1 Opportunity lost each day x 30 days @ 30% closing ratio = 10 deals per monthAvg Sales GP = $1,700 x 10 Deals = $17,000 Lost MthlyEstimated Annual GP Lost = $204,000

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Sheet1Missed per Day1Missed per Day3Missed per Month30Service Days per Mth25Closing Ratio30%Lost RO's per Month75Lost Deals per Month9Average RO Value$238Average GP per Deal$1,900Average RO GP58.0%Lost GP per Month$17,100Lost Service GP Mthly$10,353Lost Sales GP Annually$205,200Lost Service GP Annually$124,236

1 Sales Opportunity Call is missed per day 1 Opportunity lost each day x 30 days @ 30% closing ratio = 10 deals per monthAvg Sales GP = $1,700 x 10 Deals = $17,000 Lost MthlyEstimated Annual GP Lost = $204,000

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