Lead follow-up is one of the most critical BDC services, ensuring that potential customers who inquire about vehicles or services are contacted promptly and consistently. Studies show that responding within 5 minutes increases conversion chances by 9x, making speed a key factor. BDC teams use CRM systems to track leads, automate reminders, and personalize communication through calls, emails, and text messages.
Effective follow-up involves multiple touchpoints—initial contact, answering questions, addressing objections, and persistent (but not pushy) engagement until the lead converts or opts out. A structured follow-up process prevents leads from slipping through the cracks, which is common when sales teams are overwhelmed. BDCs also segment leads (hot, warm, cold) to prioritize high-intent buyers while nurturing others with targeted content like promotions or testimonials.
By outsourcing this service, dealerships ensure 24/7 coverage, reducing missed opportunities. A well-managed BDC can boost appointment rates by 20-30%, directly impacting sales. However, success depends on training agents to be knowledgeable, empathetic, and skilled in overcoming objections—not just script readers.
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