6 Dealership Lead Handling Techniques Backed By Data w/ Paul de Vries
Paul de Vries is the founder of DCDW (Digital Car Dealer Network), ambassador for Marktplaats (Holland), and a brand new owner of a Ligier franchise dealership in Holland. He is an expert at lead handling and works with several OEMs in Europe to improve their lead handling and appointment show percentages. In this episode of The Dealer Playbook, Paul breaks down his 6 steps to lead handling that can help any dealership increase their car sales opportunities.?
Key Takeaways From This Episode:
03:39 -?It's very easy to analyze lead responses in a PowerPoint or spreadsheet, but when the reality of the day sets in it can be very difficult to manage. Dealers need to be practical in understanding why leads are important and that no matter how they arrive, they represent another human being who is expressing interest in the dealership's vehicles, parts, or services.
05:05 -?The goal is to remove the 100% dependency on BDCs and outsourced agents and train salespeople to be better at working with leads on their own. If we can move the need so that only 10% of car salespeople are better at lead handling, we will make a bigger impact than we make our BDC agents. We can't get away with not knowing the product we sell. It's imperative to know the product so that we can quickly answer all the questions that customers have.?
07:15 -?The dynamic of the car shopper is changing rapidly which means that we need to continue training to keep up with their ways of doing business. Today if we don't answer the lead within one minute, customers get angry. In Europe, WhatsApp is typically the preferred method of communication because other systems are seen as outdated. In contrast, to the USA or Canada where SMS messaging is the holy grail (outside of the phone).
12:46 -?Paul shares his experience being a car dealer again and opening a Ligier franchise experience store in Holland.?
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26:55 -?Paul breaks down the six steps to successful lead handling. When put into motion, car dealers can see an increase in leads to appointments and appointments to demos by training car salespeople to properly handle leads.?
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Thanks, Paul de Vries!
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Training & Development,/Lead & process management expert/ SAAS product consulting/ CX Experience Expert/Performance and Process Management consulting.
1 年It's a double edge sword question, should they handle their leads? Ofcourse they should but to what extent? I believe that the a BDC department is an instrumental element in every organization. But why? The BDC is the absolute support system for dealerships, they are there to maintain the rapport and provide the benefit in the actual visit and overall interactions with each client from initial outreach to final steps. Sales people want to sell, and it's the mindset they are in and always have been. You can't blame them for being the shark in the water running after each drop of blood and its easier to accommodate a behavior that's been embedded for years that try to change . The BDC is your safely net, that's where the proactive initiative begins, and continues with the consistency of a stream lined conversations. While sales people are focused on the reactive initiative of serving and selling the client's, the BDC is in the back feeding them the opportunities. I believe both departments work hand in hand, one T's up the client and the other one makes a home run. It's time to create that synergy
Managing Partner | Helping Automotive Dealers Maximize Income
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