1. BDC
Business
BDC Workshop 101
Development
Center
BDC Pay Plan Suggestions
BDC Coordinator
The following assumes a Full-Time BDC Coordinator working 40 to 50 hours per week generating 40 Sales
Appointments and 20 Service Appointments per month that are kept. Appointments can be generated through
Incoming Phone Calls, Internet Leads, and Sold (RTCM/RCL) Follow-Up calls. Assume that a 50% closing ratio
results from the appointments at an average gross of $1,000.00 PVR and and average Service R.O. of
$250.00.
Hourly wage + bonus per appointment kept + bonus for every sale that resulted from a BDC
appointment - $8.50 per hour + bonus for each appointment kept that is logged into the CRM tool +
$15.00 bonus per sale generated
• $8.50 per hour x 40 hours = $340.00 x 4 weeks = $1,360.00
• $10.00 x 40 appointments kept = $400.00
• $15.00 x 20 sales generated = $300.00
• Total: $2,060.00 per month
• Annual: 26,080.00
Hourly wage + bonus per appointment kept + Team bonus for Sales and Service revenue generated
from a BDC appointment
• $8.25 per hour + $5.00 per appointment kept + 1% of the Sales and Service revenue generated through BDC
appointments that is shared by the BDC Team equally
- $8.25 per hour x 40 hours = $330 x 4 weeks = $1,320.00
- $5.00 x 40 Sales appts kept + 20 Service appts kept = $300.00
- 20 Sales generated x $1,000.00 PVR x 1%= $200.00
- 20 Service R.O.s generated x $250.00 per R.O. x 1% = $50.00
- Total: $1,870.00 per month
- Annual: $23,760.00
Hourly wage + bonus per Reconnect Information completed + bonus per appointment kept
• $7.75 per hour + $3.00 per customer reconnect information logged into CRM Solution including completed
survey + $5.00 per appointment kept
- $8.25 per hour x 40 hours = $330 x 4 weeks = $1,320.00
- $5.00 x 40 Sales appts kept + 20 Service appts kept = $300.00
- 20 Sales generated x $1,000.00 PVR x 1%= $200.00
- 20 Service R.O.s generated x $250.00 per R.O. x 1% = $50.00
- Total: $1,870.00 per month
- Annual: $23,760.00
Hourly wage + bonus per Sales & Service appointments kept + “Jumpstart” bonuses held through the
month as additional incentive
• $10.05 per hour + $5.00 per Sales appointment kept + $5.00 per Service appointment that results in an R.O.
+ periodic Jumpstart bonuses (see below)
- $10.00 per hour x 40 hours = $400 x 4 weeks = $1,600.00
- $5.00 x 40 Sales appts kept = $200.00
- $5.00 x 20 Service appts kept = $100.00
- Total: $1,900.00 per month
- 121
© 2004. The Reynolds and Reynolds Company BDC Workshop 101_v1b_Participant

2. BDC
Business
BDC Workshop 101
Development
Center
Jumpstart Bonus Ideas
The purpose of “Jumpstart” bonus is to add variety and fun to the department while driving
our main goal, which is scheduling firm appointments that stick. The competitive nature of
the Coordinators creates electricity within the office and avoids the chance that the bonus
just becomes part of the daily pay play. To be most effective, this “Jumpstart” bonus should
be changed often and appear on random days.
• $10.00 bonus for the first appointment set for the day
• Scratch-off lottery ticket for every appointment that was scheduled that comes in today
• Double Appointment Bonus Day - For every appointment scheduled today that keeps
their appointment - double their regular bonus
• $1.00 for every verifiable email address obtained. We verify that it is correct by emailing
the Customer and Appointment Confirmation, Reconnect Thank You, or other email
communication
• $20 bonus for first Coordinator to schedule 5 appointments on Thursday for Saturday
• Movie Theater Cash - $1.00 for every Customer who calls back from a message that
was left. If the callback results in an appointment, $5.00 Movie Cash total
123
© 2004. The Reynolds and Reynolds Company BDC Workshop 101_v1b_Participant

3. BDC
Business
BDC Workshop 101
Development
Center
BDC Staffing Case Studies
127
© 2004. The Reynolds and Reynolds Company BDC Workshop 101_v1b_Participant

4. BDC
Business
BDC Workshop 101
Development
Center
Recruiting and Interviewing BDC Staff
129
© 2004. The Reynolds and Reynolds Company BDC Workshop 101_v1b_Participant

5. BDC
Business
BDC Workshop 101
Development
Center
Recruiting and Interviewing BDC Staff
When recruiting new staff for your BDC, it helps to understand what's important.
In addition to the skills and characteristics listed below, what do you feel is important for a
successful BDC staff member?
• Phone skills
• Detail oriented
• Organized
• Computer literate
•
•
•
•
•
•
•
Where can you find people who would succeed in the BDC?
131
© 2004. The Reynolds and Reynolds Company BDC Workshop 101_v1b_Participant

6. BDC
Business
BDC Workshop 101
Development
Center
BDC Coordinator Advertisement
Fast-growing automotive group seeks a Business Development Coordinators to handle
incoming phone calls and contact existing Customer base by phone, mail, and email to
maintain and increase Customer loyalty. Applicant must possess the following skills:
• Must type 50 wpm
• Minimum two years direct Customer service experience
• Must be able to work flexible hours
• Successful telephone skills
• Extensive computer skills
Compensation includes hourly wage plus bonus and benefits.
Interested applicants should email resume with phone number to BDCFord.com
133
© 2004. The Reynolds and Reynolds Company BDC Workshop 101_v1b_Participant

7. BDC
Business
BDC Workshop 101
Development
Center
Recruiting and Interviewing BDC Staff
• Preparing your Help Wanted Advertisement
• The significance of content that is proven to produce application results
• Applicant interview selection - Targeted hiring objectives
• How to manage applicant expectations
• Interview questions and format - Telephone
• Interview questions and format - Face-to-face
135
© 2004. The Reynolds and Reynolds Company BDC Workshop 101_v1b_Participant

8. BDC
Business
BDC Workshop 101
Development
Center
Hiring and Training
• Using a new-hire kit to set expectations and requirements
• Building a training blueprint
• Using process maps to effectively train
• Streamlining the training process with Ford and vendor resources
• Training for:
- Incoming Sales Call
- Internet Lead Management
- Sold Follow-Up
137
© 2004. The Reynolds and Reynolds Company BDC Workshop 101_v1b_Participant

9. BDC
Business
BDC Workshop 101
Development
Center
Training and Coaching the BDC Staff
• The critical skills set
• Creating a training M.A.P. (management action plan)
• Training resources
• The BDC staff training action plan
• Implementing ongoing BDC staff training M.A.P.s
139
© 2004. The Reynolds and Reynolds Company BDC Workshop 101_v1b_Participant

10. BDC
Business
BDC Workshop 101
Development
Center
Training and Coaching the BDC Staff
Our job as coaches is to get our players to do what they don't want to do so they can
accomplish what they want to accomplish.
Who is accountable for:
• Using scripts
• Providing metrics
• Making the confirmation call
• Appointment outcome call
Can the BDC identify the coordinator's strengths and areas for improvement?
Does the training help close the gap between where we are now and where we want to be?
Does the pay plan and job descriptions drive our goals?
• More quality appointments
• More appointments kept
• More sales
141
© 2004. The Reynolds and Reynolds Company BDC Workshop 101_v1b_Participant