Trainers will work with BDC manager and reps, cross-training them to understand the service department operations. This ensures consistency between departments.
-BDC team will learn how to properly schedule based on shop capacity and capabilities.
-Trainer will implement word tracks for effective customer communication and setting expectations.
-Trainer will set up an incentive program for BDC team to encourage the upsell, thus infusing a sales “culture” within the department.
-Create a follow-up process for the BDC to maximize missed opportunity with previously declined services.