Business Development Representative

About the role

The Business Development Representative (BDR) is a specialized, highly trained & skilled member of the Business Development Center. The BDR handles inbound sales calls, internet leads, and outbound sales campaign calls, as well as any additional outbound calls requested by the sales management team. The BDR must possess outstanding communication skills, a cheerful and enthusiastic disposition, and the ability to speak articulately.

Responsibilities

• Promptly and professionally answer inbound calls with the goal of providing an exceptional client experience, resulting in a scheduled reservation with the sales team.
• Master and follow all training materials, including inbound sales call guides and Strategic Responses (word tracks), in order to accurately answer all guests’ questions and ultimately schedule an appointment.
• Keep current with sales specials, all direct mail pieces, and special offers from the manufacturer.
• Use Toyota Engage (and other resources) to search for answers to guests’ questions prior to transferring the phone call to a Sales Manager.
• Follow the “Business Development Center Policies and Procedures” manual.
• Be punctual to work and when returning from lunch and break with full adherence to the set schedule and correct time-keeping procedures.

Requirements

• Master all training materials provided in the Sales-Mastery Certification training, including specific call guide strategies and word tracks for overcoming client questions and objections.
• Proficient operational software techniques for DMS (CDK), Service CRM (Elead), and any additional dealer-specific software.
• Have the aptitude and desire to develop a solid understanding of product information related to all brands, vehicles, and sales processes offered by the dealership.
• Willingness to develop an understanding of and adhere to the Client Care Center “Policies and Procedures Manual.”

Key Performance Indicators

From launch date to 90 days in position:

• Meet or exceed the expected daily quota for outbound call volume (75 or more per day). Total calls (inbound + outbound) should average 100+ per day.
• Average length of call: between 1 minute and 3:00 minutes (connected, external only).
• Meet or exceed the expected daily quota for emails (40 or more per day).
• Meet or exceed the expected daily quota for texts (40 or more per day).
• Meet or exceed the expected daily quota for appointments (3 or more per day).

91 – 180 days in position:

• Meet or exceed the expected daily quota for outbound call volume (90 or more per day). Total calls (inbound + outbound) should average 120+ per day.
• Meet or exceed the expected daily quota for emails (50 or more per day).
• Meet or exceed the expected daily quota for texts (50 or more per day).
• Meet or exceed the expected daily quota for appointments (4 or more per day).

Monthly Results:

• Appointment “show percentage”: 55% or greater.
• Number of “appointments created”: within 10% of the group average.
• Number of “appointments show”: within 10% of the group average.
• Number of “appointments sold”: within 10% of the group average.
• A “CALLRATER” score of 80.0 or greater after 30 days / 90.0 score after 90 days.

Failure to meet the minimum monthly KPIs can and will lead to disciplinary action, including termination.

Schedule

• Monday – Saturday: 8:30 a.m. to 8 p.m.
• Sunday: 12:30 p.m. to 6 p.m.