New Vision Sales Offers Different Perspective to BDCs

and Call Centers

Most of the elite high-volume Special Finance dealers work their leads through a BDC or call center due to the sheer volume of leads that must be processed. Such a department offers the most efficient way to accommodate such a large amount of leads.

I will always remember what it was like to receive 4,000 SF leads in a two-week period (when we fired-up our first infomercial well over a decade ago). That caused us to hastily create a call center, which we stubbed our toes on while refining it, throughout the first eight or nine months of its existence. The situation seemed simple. Try to train and ensure proper handling of the leads by a sales staff with varying talents, and utilize the leads to sell vehicles when appointments were kept. Simple soon became impossible due to the sheer number of leads. Finally, we had to hire a dedicated team of people who would do nothing but sit in a phone room and work through the never-ending supply of leads.

Throughout the years, there have not been many road maps to the successful SF call center. It is not the typical business development center where you are mining your existing customers. Nor is it something that normally works well in the Internet retailing department, which in larger stores generally has some pretty strong phone people.

Recently, I was introduced to an individual who came with some strong recommendations—recommendations from Special Finance dealerships whom I have known and worked with for many years. C. Glynn Rodean, is the president and CEO of New Vision Sales, Inc., which is based in Fort Mills, SC. He has years of SF experience, as well as experience in sales management.

Rodean helps create call centers, as well as develop existing ones. He employs a different approach, one not based on set scripts, referring to what he coins “call guides.” He trains the telephone team on the psychology behind the call, and how to help your call team member relate to the SF customer.

While on the surface, this would appear to conflict with the scripting method I have used and taught for years, it really doesn’t. Many of the scripts that have been used to set probably 750,000 appointments are built around being able to establish rapport and relate to the customer.

It all boils down to what I have always said: there is more than one way to skin a cat. The key is to find a successful method to turn a quantity of leads into dealership visits and ultimately, to sales. I don’t often give recommendations, but I will stick my neck here because reliable sources are already using Rodean’s program, and speaking highly of it. If you are struggling for success in your SF call center, it might be worth talking with Rodean and exploring his approach. You may visit Rodean’s Web site at www.NewVisionSales.com.

Vol. 1, Issue 4