The Purpose & Power of the Service BDC

Learn the significance of the Service BDC and how it drives shop capacity. Understand the relationship dynamics between BDC, Advisors, and Technicians. Master key KPIs like Show Rate, Appointment Rate, and ROs per Day.

Communication Excellence

Develop communication skills that build trust, enhance active listening, and structure call flows effectively. Learn how to emphasize value over price and handle common objections with ease.

Appointment Setting Mastery

Master the art of scripted yet natural conversations, effective confirmations, and reminders to reduce no-shows. Discover appropriate text and email etiquette for Service BDC and how to smoothly transfer customers to Advisors.

About the Course

Welcome to the Service BDC Performance Course, designed to help you excel in turning inbound calls, texts, and online leads into loyal service customers. In this course, you will learn communication mastery and process discipline to boost shop capacity and drive long-term customer relationships. Join us to enhance your skills and elevate your service performance today! Enroll now to unlock the secrets of successful Service BDC management.

About the Creator

Hi, I'm Joe Cala, the creator of this course. With years of experience in the automotive industry, I've mastered the art of transforming inbound leads into loyal service customers. I'm excited to share my expertise and help you achieve communication mastery and process discipline in your Service BDC role. Join me on this journey to success today!

Curriculum

6 Chapters · 20 Lessons

  1. 1

    Welcome to Mastering Service BDC Performance

    1. (Included in full purchase)

      Welcome to Mastering Service BDC Performance - Joe Cala

    2. (Included in full purchase)

      JC Training & Development Academy Comprehensive Course Catalog

    3. (Included in full purchase)

      Meet Joe Cala

    4. (Included in full purchase)

      The JC Advantage

  2. 2

    The Purpose & Power of the Service BDC

    1. (Included in full purchase)

      Why the Service BDC Exists — Driving Shop Capacity - Joe Cala

    2. (Included in full purchase)

      The Relationship Between BDC, Advisors, and Technicians - Joe Cala

    3. (Included in full purchase)

      Understanding KPIs — Show Rate, Appointment Rate, ROs per Day - Joe Cala

  3. 3

    Communication Excellence

    1. (Included in full purchase)

      The Tone That Builds Trust - Joe Cala

    2. (Included in full purchase)

      Active Listening & Call Flow Structure - Joe Cala

    3. (Included in full purchase)

      Building Value Before Price - Joe Cala

    4. (Included in full purchase)

      Handling Common Objections (“I’ll call back,” “Too expensive,” “Already have a mechanic”) - Joe Cala

  4. 4

    Appointment Setting Mastery

    1. (Included in full purchase)

      Scripted but Natural — Using Process to Personalize - Joe Cala

    2. (Included in full purchase)

      Confirmations & Reminders That Reduce No-Shows - Joe Cala

    3. (Included in full purchase)

      Text & Email Etiquette for Service BDC - Joe Cala

    4. (Included in full purchase)

      Transferring Customers Smoothly to Advisors - Joe Cala

  5. 5

    Follow-Up & Retention

    1. (Included in full purchase)

      Post-Visit Follow-Up — Turning First-Time Guests into Regulars - Joe Cala

    2. (Included in full purchase)

      Declined Service Callbacks - Joe Cala

    3. (Included in full purchase)

      Lost Customer Reactivation Campaigns - Joe Cala

    4. (Included in full purchase)

      Service-to-Sales Referrals — Working with the Sales Team - Joe Cala

  6. 6

    Source Appendix

    1. (Included in full purchase)

      Mastering Service BDC Performance — Source Appendix

Ready to Boost Your Service BDC Performance?

Enroll now to gain communication mastery, process discipline, and drive long-term customer relationships. Join our community of successful Service BDC managers today!

$97.00 / month

Enroll Now