Sometimes the BDC will hand off leads to the sales floor because the agent can't move any further with the conversation. Usually it's because the customer needs very detailed vehicle information or is demanding specific vehicle pricing on leases, etc.
I've run into this new problem where when the salesperson speaks to the customer and is able to set an appointment after discussing and agreeing on pricing; in which the BDC agent will ask the salesperson to let said BDC agent create the appointment. Our BDC agents gets paid a bit on shown and sold, so this in turn allows the BDC agent to get paid on the shown appointment. Even though the salesperson is the one that technically set it.
Does anyone have experience handling situations like this? Is our entire system from start to finish flawed or is this an isolated issue that just needs to get handled? One of my concerns is that the BDC will be reluctant to hand off customers to sales staff since they'll want to try and BS their way into maybe setting an appointment.
Any thoughts on this?
I've run into this new problem where when the salesperson speaks to the customer and is able to set an appointment after discussing and agreeing on pricing; in which the BDC agent will ask the salesperson to let said BDC agent create the appointment. Our BDC agents gets paid a bit on shown and sold, so this in turn allows the BDC agent to get paid on the shown appointment. Even though the salesperson is the one that technically set it.
Does anyone have experience handling situations like this? Is our entire system from start to finish flawed or is this an isolated issue that just needs to get handled? One of my concerns is that the BDC will be reluctant to hand off customers to sales staff since they'll want to try and BS their way into maybe setting an appointment.
Any thoughts on this?