Luckily, we’ve made the mistakes for you, and have come up with a solution to maximize show rates, close rates, and customer satisfaction. After all, the purpose of a BDC is to create quality showroom traffic through daily appointment-setting practices.
An appointment-based business is the result of process. A process that helps associates set firm appointments that show.
Sales appointments are the highest quality leads. Sales managers should focus on appointments set by their salespeople and BDC team. Daily targets for appointments are a non-negotiable topic. It is, or at least should be, part of the salesperson and BDC’s job description and compensation plan.
Don’t put all your focus on kept appointments though. Each step of the process requires management oversite and adherence to the process.
Each step of the process has a definite value. In this example, the act of setting an appointment has a value of $1260.
|Average Gross||Show APT Close Rate 60%||Set APT show rate 70%|
There are a few common practices that nearly everyone does to set appointments, such as selecting a specific day and time or sending appointment confirmation emails. We have a few additional tips you may not be implementing in your store, which could lead to a higher close rate and increase customer satisfaction.
If you find yourself falling short of your goals, dive deep into your appointment process and identify what isn’t working and what is. Setting an appointment is much more than just reserving a day and time for a test drive, each step has tremendous value and payoff when done correctly. We tend to pay more attention to the process when we understand the complexity and importance of every single step.
Contact our MysteryConcierge for a free mystery shop of your store to analyze how leads are handled.