A busy reception, heaps of administration and a reluctance to make outbound calls often leads to an ineffective and inefficient follow up mechanism.

BDM work with dealerships throughout the UK in improving workshop turnover by effective, efficient and continuous service, MOT and CSI follow up calls.

We often achieve returns on investment of between ten and twelve times!
If you would like to know more please call us but don’t delay it every day is a missed profit day.

It may sound simple and sensible, however, we are constantly seeing how little time is spent in honing this process to deliver maximum gain.  There are many reasons why businesses are weak in this area and here are a few of the warning signs.

Signs that your sales process is failing

More often or not the sales process is developed in a reactionary sequence.  As issues arise such as changes to compliance requirements, actions are added to the process to meet the need quickly.  This band-aid approach can result in a process that is not as effective as it could be and you may start to see some or all of the following signs:

• Time wasted by Sales Teams
• Poor sales performance
• Lost sales and profit
• Inconsistent customer experience
• Dissatisfied customers
• Compliance problems

Discover what the needs of the business are

When evaluating a sales process for a client we firstly like to understand the needs of the business. BDM’s Discovery phase essentially gathers information so that we can really understand you, your staff and your customers. A discovery phase is something you could instigate yourselves, or we would be happy to help you.  We recommend focusing on the following areas during your discovery phase:

• Compliance – What are the requirements are you meeting these?
• Administration / Accounting – What are their needs
• Database – What information is needed and what would be valuable
• Marketing – what could be gathered during the sales process that could help you in the future?
• Staff – Skills sets and any gaps
• One to one interviews – discover what the staff involved in the process think

Evaluate each stage of the process

After your discovery phase is complete it is important to document where you are and what you have uncovered.  We produce a written summary of the discovery process before we then start to look in detail at each and every stage.  Our approach is to look at the strengths, weaknesses, opportunities and threats, again something you could do within your business.

Obviously the stages can vary between businesses, but fundamentally should cover the nine points listed below and you should attempt to explore every element of each stage.

The nine roads to the sale

• Meet and Greet
• Qualification
• Appraisal
• Presentation
• Demonstration
• Objection Handling
• Negotiation
• Close
• Handover

As with any new changes to business processes it is important to be able to monitor them and determine if they are having positive impact on the business. There are a number of ways you can do this and we would be happy to advise you if you need any help or have any questions about any of the issues raised.

You can e-mail BDM at  info@bdm-voice.co.uk or, please feel free to leave a response below.

BDM developed Reveal, an independent call analysis service, to help clients that were struggling to find the time to listen to their voice recorded calls.  Reveal is now used by dealerships all around the country, helping them to monitor and measure call handling and saving them valuable time.  Reveal is an independent analysis, something that can be difficult to achieve from within the business, so the information provided by us is totally impartial.

A few of the features and benefit of Reveal

• Highly experienced, independent, professional call analysts
• Selecting a random selection of calls to evaluate them to a set criteria
• Independent analysis
• Detailed monthly report on each call, by member of staff or by department, including samples of recordings
• Recording and analysing within a live environment enabling accurate assessment of both opportunities and problems
• Accurate information necessary to instigate any changes to improve your business and support your staff through appropriate training or coaching

Take advantage of our 30% off our Reveal service today by contacting us at info@bdm-voice.co.uk or telephoning 08433 572 222

If you don’t have a voice recording system in place and would like to consider this BDM are offering  special prices for voice recording and call analysis.  Contact us today.

Social media is a fantastic tool to engage with customers but only if the same principles apply throughout the contact and customer care strategy.  We see ourselves through our Mystery Shopping programme, Review and through voice recording, a businesses understanding of their customer care approach can be far removed from the reality of it.  Closing this knowledge gap and encouraging businesses to devote the same amount of enthusiasm and care to their complete customer contact strategy will surely result in happy customers and profitable businesses.

But for the grace of god we could all be there or are we able to take greater control?

With the power of social media we know that stories like this can quickly take on a life of their own and easily dent a business and brand reputation for good.

BDM can help you achieve this using comprehensive and established sources to check that your data sets are compliant and that your marketing budgets are not wasted on contacting the wrong or none existent customers..

Enhance is BDM’s data solution that will ensure that your  data is compliant, correct and and enhanced so that your contact strategy is as effective as possible.

Our evaluation starts by  running a free ‘health check’ to identify the status of your data against a multitude of suppression files such as: Deceased, Gone Away, registered with the Telephone Preference Service, fax preference service, mail preference service and many more.

In addition we can add missing data such as email addresses, phone numbers and post codes.

For data hungry businesses we are able to conduct a profiling process whereby we model your existing customer profiles and add to your data sets prospects who fit the same pre agreed profile as your existing customer base and therefore are likely to have a higher perpensity to purchase your products or services.