The New BDC: Best Practices to Capture and Upsell Service Business
Like almost everything else over the last two years, the way a dealership runs its BDCs has been dramatically altered by the effects of the pandemic, inventory shortages, and digital retailing. While it used to be enough to just think of this hub as a “call center”, forward-thinking General Managers are now empowering the BDC agents themselves to take the customer through the complete process and pricing toward a final sale. In this dynamic session, Quantum5’s Sarah Vantine, along with Elizabeth Martin from Scott Clark Auto Group, will take customers through the steps Elizabeth Martin used to improve retention and continue to build value for customers which has contributed to explosive profits in their service department.
- Enabling multi-channel communications to perform for optimum success
- Step by step instructions on how to adjust processes to best fit the customer’s needs
- Strategies to engage and retain your best performing Service BDC professionals
Elizabeth Martin began her career in the Automotive Industry with Scott Clark in 2016 where she started as a client care coordinator for the service BDC. Over the years, she has received much satisfaction with helping customers over the phone as well as developing the professional goals of other client care coordinators. Through dedication and hard work she now currently holds the role as a Service BDC Manager for Scott Clark Auto Group.
Elizabeth holds a Western Carolina University undergraduate degree in communication sciences and disorders and a Masters degree in Human Resources. In her spare time, she enjoys spending time with her husband, two children and their 4 pets. Her hobbies include going to parks, visiting Asheville, and working in the house garden.