The KPI Cafe returns to the BDC (Business Development Center) with Sarah Force, who leads a highly successful team that boasts high morale to boot. In this episode, you'll hear unique perspectives on how to better retain BDC staff, training, processes, and more that can help shape or updated how you approach your dealership's BDC. Whether you're a Dealer Principal or a BDC Director/Manager, you'll hear a range of insights that are applicable and can make true change in the metrics -- and the intangibles -- that will drive more opportunities for you to sell cars and book service appointments.

Here's what you'll hear:

5:03 - Sarah's Automotive Origin Story

8:16 - Context for Guest Invite

8:50 - Where Should You Source BDC Talent?

• Role of Retention
• Recruiter Advantage

11:12 - Expanding on Importance of Retention

• Growth Path
• Flexibility
• Scepticism Gives Way to Opportunity

13:36 - BDC Training

• Documented Process
• "Magic Words"
• Ongoing Tweaks/Maintenance
• What-If Scenarios

11:55 - Process of Appointment Setting

• Keep It Positive
• Keep the Momentum
• Consider Variables

20:12 - Strategy for "No Shows"

• Appointments Review
• Touchpoints
• Incorporate Salesperson
• "Is Everything Okay?"

21:55 - Universal Truths to Get People to Show?

• "Test Drive" Language

24:16 - Things Dealers Can Do with Their BDC They Aren't

• Handling the Phone!
• Be Sure to Know the Metrics
• Service?

28:38 - Scenarios a Service BDC Can Cover

• Genuine Concern Trumps All

30:53 - Calls: Quality vs. Quantity

33:32 Ideal BDC

• Happiness Factors

300 Leads per Month Each BDR

35:13 - How to Create Positive Culture

• Be the Hub

39:34 Contacting Sarah Force