Internet/BDC Operations Management
Internet/BDC Operations Management is a comprehensive dealership training course designed to help leaders optimize Business Development Center (BDC) performance, improve customer engagement, and increase lead conversion. Participants will learn how to establish effective goals and KPIs, enhance the digital customer experience, and implement proven lead management processes that drive sales results. The course explores BDC structure, recruiting and hiring strategies, compensation planning, communication techniques, and performance management best practices. Through practical exercises, process evaluations, and instructor-led discussions, learners gain actionable strategies to improve response times, strengthen customer interactions, maximize appointment-setting success, and drive dealership growth in today’s digital retail environment.
Class Length: 2 days
Key Objectives & Competencies:
- Establish performance goals and KPIs that drive BDC success.
- Enhance the digital customer experience to increase engagement and conversions.
- Implement proven lead management processes that improve response times and results.
- Optimize BDC structure, staffing, and compensation for maximum effectiveness.
- Recruit, develop, and retain high-performing internet sales professionals.
- Strengthen communication skills across phone, text, email, and video channels.
- Overcome customer objections using modern sales and engagement strategies.
- Conduct performance reviews that improve accountability and operational results.