That's the number of vehicles that GM recalled, each requiring multiple customer contacts. Now, GM is using the Year of the Recall to reinforce the importance of operating a business development center, on both the sales and service sides of the dealership.
Even before last year's recall deluge, GM had a focus on BDCs, the system through which dealers proactively follow up on phone or Internet leads and schedule service or test-drive appointments. GM required dealers who participate in its Standards for Excellence incentive program to attend BDC training sessions.
This year, GM is working with a third-party vendor to help assess each dealership's proficiency.
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