What great BDC agents know
The store. Who’s who, what’s in stock, current incentives, hours, and what happens after the appointment. An agent who understands the showroom sets better appointments.
The CRM. How to read a lead, log every touch, write useful notes, set the next task and book appointments where the team will see them.
The conversation. How to open a call, ask questions, listen, handle common objections, and always ask for a specific appointment time.
The rules. Calling hours, consent, opt-outs and do-not-contact flags under the federal TCPA and state laws like Florida’s FTSA and Texas’s telemarketing statutes.
The language. For bilingual agents, how to move naturally between English and Spanish and write clear English CRM notes from Spanish conversations.
How to train
- Role-play every lead type before the first live call: internet lead, phone-up, trade-in, no-show and service.
- Listen to real calls together. Good calls teach faster than any manual.
- Coach daily for the first weeks. Short, specific feedback beats a monthly review.
- Use metrics to coach, not punish. If contact rate is low, coach persistence. If show rate is low, coach confirmations.
- Write down your standards. Our team works by the 10 Commandments of Call Contact Confirm.
Common objections to practice
- “I’m just looking.” → Ask what they’re comparing and offer a no-pressure visit.
- “Just give me your best price.” → Explain what’s needed to give an accurate number, and offer a time with a manager.
- “I need to talk to my spouse.” → Offer a time when they can come together.
- “I already bought.” → Congratulate them, ask what they chose, and note it for the future.
Or skip the training cycle
Recruiting and training a BDC is a never-ending job when agents turn over. Outsourcing gives you a team that’s already trained, in English and Spanish. See in-house vs. outsourced BDC or contact us.