Pub. 15 2016-2017 Issue 1

N E W J E R S E Y C O A L I T I O N O F A U T O M O T I V E R E T A I L E R S I S S U E N O . 2 , 2 0 1 6 14 new jersey auto retailer and feel it is rude when dealers continually call and hang up. It is best to create several effective voicemails and leave sincere messages that motivate customers to call back. With emails you must win the battle of the inbox with subject lines that allow your email to stand out and get clicked. (Think like Amazon and Groupon in creating a series of clever subject lines.) Video links and inventory links also drive engagement when opened. Focus 4 – Recruit, Hire and Train Profes- sional Team Members No dealership BDC can be effective without having the right team members. Review the traits of an effective BDC team member below and consider them when hiring your team. • Great salesperson • Adapts easily to technology • Great communicator • Great typing/texting skills • Strong product knowledge • Quality presenter It is essential that you establish an effective onboarding process for BDC Team Members so they gain confidence in all key performance areas. When dealerships utilize quality profes- sional development plans, their team members are confident and capable and successful. With turnover on sales teams as high as 72% a year in dealer- ships, it is too costly to address this casually. Dealers can no longer afford to approach turnover as a business reality; miti- gate turnover by creating stimulating work environments. By doing so, you’ll be able to recruit better-qualified employees and retain and develop them to be long-term effective team members. Please keep these focus items in mind as you develop your Business Development Center, and I can assure you of better immediate and long-term results. David Kain is President of Kain Automotive Inc. He can be reached at david@kainautomotive.com. BDC EFFECTIVENESS  continued from page 13