Wendy Reeves, DealerStrong's BDC trainer, explains the importance of call review and how to use it to bring success to your dealership.

1. Wendy Reeves
BDC Trainer
The Role Call Review Plays in
Continued Success for your Dealership

2. High Performing BDCs

3. Why do I need it?
It’s a training tool for the entire staff

4. Why do I need it?
It’s an objective performance evaluation tool

5. Why do I need it?
It’s one of the BEST ways to conclusively see the return on your
investment in training and advertising.

6. The Missing Link?
If your BDC staff isn’t producing the results you expect
on the phone, Call Review could be the missing link.

7. Where Do I Find The Recordings?
CRM - Inbound and Outbound Calls
Dealership Website - Calls AND Chats
Third Party Lead Providers - Back end tool(s)
Your dealership phone system

8. Which Calls Should be Reviewed?
Random calls from daily reporting
Calls showing voice to voice (V2V) contact with NO
appointment set
Missed appointments
Kept appointments
Calls shorter or longer than average

9. Where Do I Begin?
Facilitate daily call review by the Business
Development Manager (BDM).

10. Be Prepared
BDM should choose calls in advance.
Listen, with the BDR, to the entire call.
Ask the BDR for feedback on the call.
Offer praise and suggestions for “next time”.
Good, constructive criticism for growth.

11. What Am I Looking For?
Proper greeting.
Caller needs identified AND addressed.
Call flow chart usage.

12. 3 Keys to Grading a Call
Relevance.
Consistency.
Ability to Set or Re-set an appointment.

13. The Next Step: Role Play
Your BDM should be facilitating role play with the BDC staff
every day for fifteen minutes. Mix It Up.
Sit in on a few of these sessions each month to reinforce your
expectations of this happening.

14. It Takes Too Much Time!
Key word tracking availability from CRM or third party
provider?
• 25 keywords chosen by you
• Facilitates timely choice of calls to review
• Review preparation and execution in a timely manner

15. Is Call Review Really THAT Important?
What is the value of a good first and lasting
impression of your dealership?
Does the volume of showroom traffic mean much to
you?
Do you need referral business?

16. Where Will I See the Impact?
First impressions,
Rapport with the customer,
BDR confidence and control of the conversation, &
Most importantly, volume of showroom traffic will
certainly increase.

17. What Can I Do?
Track your BDC’s progress.
Show them your commitment to and expectations for
the growth and success of the team, and they will
honor theirs as well.
Set the pace. If you aren’t consistent and don’t follow
through, they won’t either.

18. Thank You. 
For More Information:
 Visit http://www.dealerstrong.com/
 Call our office @ 877-811-8107