Dealer Tips: How to Improve Your BDC

3 min read

Most business development centers have usually not been taught properly to work with customers over the phone. These phone interactions can make a big difference especially if you look at one-on-one customer service and sales. There are many things that can be done to improve your BDC and your phone conversations with customers.

Lead the Conversation

Letting the customer lead the customer lead the conversation is a big mistake. There is no reason that a customer should be directing a dealer’s employee.


When a customer leads the conversation, it means that they are in control of the situation, which leads to bad deals because the dealer is often out-negotiated by the customer. While this is sometimes unavoidable, there are certain things that can be done to keep this from happening.

Make Sure Your Employees Are Confident

Boosting an employee’s confidence can do wonders when it comes to their performance. If they are confident in their abilities, you can be sure that they are going to perform well.


If you have employees that aren’t very confident, consider having them attend some training or suggest they shadow of a mentor. Sometimes some positive encouragement is all that it takes to get them to believe in themselves.

Muscle Memory

If you do something often, it becomes almost automatic. This applies to many things in life, including phone conversations. If your employees consistently do the right things on the phone, they will probably always do the right thing.


Give your employees time to develop their skills and be watchful while they are developing so they can eliminate any bad habits.

Get People Excited

A happy and excited employee is going to perform better. Try to find ways to keep people excited about their jobs, offer incentives and rewards, and make sure to show them how much their work is appreciated.