Service BDC Reference Guide — Wellington Consulting

Handling Objections

Embrace objections as an opportunity to clarify, gather additional information, and problem solve for the customer.

Common Objection Types

Cost-Related

4 types

Price is too high
How much will this cost?
I can get this done cheaper elsewhere
I can't afford this right now

Time-Related

5 types

Not sure I have enough time
Your hours are not convenient for my schedule
How long do I need to wait?
I don't know my schedule, let me call back
I need to speak to my partner/spouse before scheduling

Servicing

6 types

I don't think I need any servicing right now
I think I just want an oil change
I have a mechanic who does my maintenance
I had service done elsewhere
Is my service covered under my warranty?
Does the maintenance plan I bought cover this?

Experiential

3 types

My last experience was unpleasant / too expensive / inconvenient
My problem wasn't fixed during previous visit
I only deal with a specific service advisor

How to Respond

Responses to Cost-Related Objections

▾

1

Too expensive: Our prices are made to be competitive with the current market.

2

OEM Parts: We use factory OEM parts — this will cost more than aftermarket parts, but ensures quality and warranty compliance.

3

Initial Fee: The initial diagnostic fee is ___. Our techs will try to finish repairs in that hour; however, if additional parts and labour are required, we will advise you before any work is performed.

4

Technicians: Our technicians are factory trained and specialized in your vehicle.

5

Regular maintenance on your vehicle can avoid future unwanted repair costs.

Responses to Time-Related Objections

▾

1

Takes too long: We will be happy to provide you with alternative transportation during your service repair so you don't have to wait at the dealership (shuttle/loaner).

2

We have an "Express" oil change drive-thru.

3

Time Constraints: We are open on Saturdays, if that works better.

4

Drop box: We have a drop box — you can drop your vehicle off overnight so you avoid morning traffic.

Responses to Servicing Objections

▾

1

Not ready: Based on time/mileage, your vehicle is now due for service.

2

Oil change only: Let's book you in for an oil change for now. If there is any additional service recommended once the technician inspects the vehicle, we will advise you.

3

Going to your own mechanic: If there is an issue with your vehicle or a recall, it may be covered under warranty, free of charge.

4

Serviced elsewhere: "May I ask why/when?" — Based on the date, prebook the customer for their next service.

5

Is service covered under warranty: This is hard to know over the phone — let's book the vehicle in so the technician can look at it. At that stage, we'll have a better understanding of what's covered.

Responses to Prior Experiential Objections

▾

1

Bad experience: I'm sorry to hear that. How about I pass your information to my service manager — he/she will be more than happy to ensure your next visit is beyond your expectations.

2

Inconvenient: Offer shuttle, valet, loaner, or a weekend appointment.

3

Specific advisor: Either transfer to that advisor, or make the appointment and advise the customer that you will let the advisor know about the upcoming visit.

4

Problem not fixed: If the issue from the previous visit was not fixed, advise the service manager and tell the customer: "This time we will work closely alongside a master technician to ensure the problem is fixed properly."

Inbound Call Management

A positive and professional interaction during an inbound call contributes significantly to customer satisfaction and loyalty. Follow these steps to enhance the overall customer experience.

11-Step Inbound Call Process

1

Greeting

Answer promptly, ideally within the first few rings. Identify yourself and the automotive service department.
Use a professional and friendly greeting to make the customer feel welcome and valued.

2

Active Listening

Listen attentively to the customer's reason for calling. Allow them to express their concerns without interruption.
Use verbal cues ("I understand", "Absolutely") to show you are actively listening.

3

Capture Relevant Information

Gather name, contact number, vehicle make and model, and any specific issues they're experiencing.
If the customer has a service history, reference it to provide personalized assistance.

4

Clarify and Confirm

Repeat key details back to the customer to ensure accuracy.
Seek clarification on any unclear information and confirm the purpose of the call.

5

Empathize

Show empathy and understanding towards the customer's concerns or issues.
Acknowledge any inconvenience and assure them that you are there to help.

6

Provide Information and Options

Clearly and concisely provide information about available services, promotions, and appointment options.
Offer solutions or alternatives and explain the benefits of each.

7

Address Questions and Concerns

Be prepared to answer any questions about the service, pricing, or repair process.
Address concerns with transparency and professionalism.

8

Appointment Scheduling

If the customer needs service, assist in scheduling a convenient appointment.
Provide information on drop-off and pick-up procedures, loaner cars, or alternative transportation.

9

Confirmation and Follow-Up

Confirm the details: date, time, and any special instructions.
Provide appointment confirmation through email or text message if necessary.
Express gratitude for choosing your service department.

10

Closing

End the call on a positive note, thanking the customer for their time.
Invite them to contact you if they have any further questions.
If applicable, encourage them to provide feedback on their experience.

11

Documentation

Document the details of the call in the customer's record, including special requests, concerns, or preferences shared.

Inbound Call Scripting

A step-by-step script to guide the call from greeting through booking. Follow each stage in order — adapt language naturally, but don't skip steps.

Call Flow Script

Greeting

Good morning/afternoon, thank you for calling ___________. This is ___________. How can I help you?

Gather Information

I will be more than happy to help you with scheduling an appointment. Have you been here before? IF YES: Great, can I have the phone number on file? Is this (customer name)? IF NO: Thank you for choosing our service department. I will need a few pieces of information in order to build your profile.

Verify Customer Info

Verify vehicle(s) on file: Is this service appointment for your year/model? If there are multiple vehicles, ask if the customer owns all vehicles on file. Remove/add as necessary.

Verify address: Do you still live on _______?
Verify email: I have your email as _______. Is this correct?

Identify Purpose of Call

Thank you for assisting me with updating your profile. I'll be happy to make a reservation for your (maintenance/repair).

What is the approximate mileage of the vehicle?
Are there any lights on the dashboard?

Check Service History

Review customer history and last service records. If you see any declined services, recommended services, outstanding recalls, or prepaid oil changes on file, advise the customer.

Recommended Services

In addition to the (maintenance/repair) you are booking, our records indicate it has been (months) since your last (service). Would you like me to add this service to your appointment as well? Explain benefits — build VALUE.

Recall Check

Check for recalls and confirm with the customer.

If there is a recall: confirm parts availability before adding to the reservation.
If no remedy/parts available: advise the customer and place on wait list if applicable.

Shuttle / Rental

Advise the customer roughly how long the service should take. Would you like to use our shuttle service, or do you already have transportation arranged? Don't offer a rental unless authorized by your service team first.

Appointment Options

Let me check our next available appointment for you. (offer options)
Do you prefer mornings or afternoons? — Time A or Time B?

Additional Questions

Is there anything else you'd like to mention, or anything we should know about your vehicle?

Final Confirmation

Great, I have your year/model scheduled in for day/time. I will send you an appointment confirmation to your email on file. If there are any changes, please let us know and we will be happy to accommodate.

Conclude Call

Thank you for choosing (dealership) — we look forward to seeing you soon.

Outbound Calling

Outbound calls represent an opportunity to maintain relationships and build value with current customers, and to re-engage inactive customers.

Universal Call Structure

Opening Components

Preparation

Review service history, open recalls, and customer profile. Note any missing information.

Greeting

Good morning/afternoon. May I please speak with __________?
If not available: No problem. This is (NAME) from (DEALER) — is there a better time or number to reach (CUSTOMER NAME)?

Verification

Great, thanks for taking my call. This is (YOUR NAME), calling from the Service Customer Care Team at (DEALER).

Timing

Do you have a few minutes? / Did I catch you at a good time?

Closing Components

Confirmation

Do you have any additional questions? If no questions: Summarize — Your Name, Advisor Name, Appointment Date & Time.

Conclusion

If you'd like, I can also send a verification via email or text. Do you have a preference? Confirm proper email/cell on file.

Thank You

Thank you again — if you need to make any changes, give me a call at (NUMBER/EXT). Thanks for servicing your vehicle at (DEALER). We look forward to seeing you soon.

Call Reason Scripts

Reason for Call

Regarding your new (YEAR) (MODEL) that you purchased back in (MONTH). Based on our recommended service intervals, it looks like you're approaching the time to perform your first maintenance service. Is now a convenient time to arrange an appointment?

Reason for Call

Based on our service records, your vehicle may now be due for its next service. I took a look at your vehicle history on file and the last time your vehicle was in for service was back in (month). I'll be happy to make your reservation for this week — would that work for you?

Reason for Call

I'd like to thank you for your last visit with our Service Department. However, I noticed during your inspection, our technicians recommended [specific service], but it wasn't completed at that time.

(Explain the declined service and its benefits.)

I just wanted to follow up to see if you had any questions about that service recommendation, or if I could help schedule it for you. It's really important because [brief reason] — for example, "the brake pads were getting close to minimum spec, and waiting too long could risk rotor damage, leading to a more expensive repair."

IF YES: Great, when works for you to bring the vehicle in? IF NO: Our Service Manager is offering you a limited time (% / $ discount). Would you like me to go ahead and book that in?

Reason for Call

I have received your online appointment request and would be more than happy to assist you with making your service reservation. You have requested a (service/repair) on (date/time).

If any additional service is due, advise the customer now. Confirm appointment details and send confirmation via email/text.

Reason for Call

I want to let you know that your special order parts have now arrived and I can make your reservation to have those installed. When works best for you?

Reason for Call

We have been notified by (Manufacturer) that your vehicle has a recall regarding (recall details). We'll be happy to schedule an appointment to complete your recall. When works best for you?

Reason for Call

To confirm your appointment scheduled for (date/time).

If customer confirms: thank them and conclude the call.
If customer needs to change date/time: make changes now.
If customer needs to cancel: try to have them reschedule first.

Reason for Call

It looks like we missed you today.

If same-day availability exists: offer a same-day appointment.
"I was there": apologize and ask how everything went.
"I won't make it today": ask when works best for rescheduling.

Effective Voicemails

The difference between getting a call back or not is dictated by the quality and relevance of the message, tone of voice, and leaving a positive impression on the recipient.

Voicemail Scripts by Call Type

First Maintenance

Hello, this is (NAME) calling from (DEALER)'s Customer Care Department. I'm just calling regarding your new (YEAR) (MODEL) that you purchased back in (MONTH). Based on our recommended service intervals, it looks like you're approaching the time to perform your first maintenance service. Please give us a call back to arrange an appointment at (phone number). Thank you and I look forward to hearing back.

Regular Maintenance

Hello, this is (NAME) calling from (DEALERSHIP)'s Service Department. I wanted to give you a call to remind you that our service records indicate your (make/model) is due for its next scheduled maintenance. Your last visit was back in (MONTH), so we do recommend you bring it in for service. I have availability this week — please give me a call back to confirm a day that works.

Declined Maintenance

Hello, this is (NAME) calling from (DEALERSHIP)'s Service Department. It looks like there were some services declined during your last visit. We would like to ensure your vehicle's services are up to date. Please give us a call back so that we can schedule an appointment to take care of these services.

Online Appt. Request

Hello, this is (NAME) calling from (DEALERSHIP)'s Service Department. I have received an online appointment request for your make/model on date/time. I am confirming that I have you scheduled in for this date/time. Please call back to confirm receipt of my voicemail.

OR: I apologize that I do not have that date/time available. The next available date is date/time. Please call to confirm.

Parts Order Received

Hello, this is (NAME) calling from (DEALERSHIP)'s Service Department. We have received the parts we had on special order for your make/model. Please give our service team a call back so that we can make your appointment.

Inbox Management

The types of emails and texts you receive in the Service Department will vary slightly, but are typically repetitive. Designate specific time blocks for email replies and use editable templates to save time and maintain professional communications.

Email Response Templates

Generic Maintenance Request

Hello, thank you for your inquiry. Is there a specific service that your vehicle is indicating as required? We are currently booking appointments a few days out — my first availability is on (DATE). I have times in the morning and in the afternoon. Do you have a preference?

Please feel free to give me a call directly at XXX-XXX-XXXX (ext. X) if you have any questions, thank you.

Specific Maintenance Request

Hello, thank you for your inquiry. Based on our records, your vehicle does appear to be due for (REQUESTED SERVICE) and may also be due for (ADDED SERVICES). We are currently booking appointments a few days out — my first availability is on (DATE). I have times in the morning and in the afternoon. Do you have a preference?

Please feel free to give me a call directly at XXX-XXX-XXXX (ext. X) if you have any questions, thank you.

Service / Repair Quote

Hello and thank you for your inquiry. I will be happy to quote you for service/repair. Please see the quote below: (add quote details — parts & labour, completion time, and next available appointment).

We are currently booking a few days out — my first availability is on (DATE). Do you have a time preference?

Please feel free to give me a call directly at XXX-XXX-XXXX (ext. X) if you have any questions, thank you.

Parts Inquiry

Hello and thank you for your inquiry. I will be happy to quote you for part name. Please see the quote below: (add quote details — parts & labour installation if any, availability/backordered status).

Please feel free to give me a call directly at XXX-XXX-XXXX (ext. X) if you have any questions, thank you.

Re-Engaging Lost Customers

A lost customer is anyone who hasn't visited the service department in 18+ months. The goal is to reopen the relationship — not to make them feel guilty for leaving. Lead with value, not pressure.

Outbound Script — Lost Customer

Greeting

Good morning/afternoon, may I please speak with (CUSTOMER NAME)?

If not available: No problem — this is (NAME) from (DEALER)'s Service Department. Could you let them know I called? I have some information about their (YEAR/MAKE/MODEL) — there's no urgency, I just wanted to connect. Is there a better time or number to reach them?

Opening

Hi (CUSTOMER NAME), this is (YOUR NAME) calling from the Service Department at (DEALER). I hope I'm not catching you at a bad time — do you have just a minute?

Reason for Call

I'm reaching out because we noticed it's been a little while since we've seen your (YEAR) (MAKE/MODEL) in for service — our records show your last visit was around (MONTH/YEAR). I just wanted to check in and see how the vehicle is doing, and let you know we'd love to have you back.

Value / Offer

Based on the time and mileage since your last visit, your vehicle is likely due for (service type). We're currently offering (promotion or incentive) for returning customers, and I'd love to get you taken care of.

If no promotion: We want to make sure your vehicle is safe and up to date — would you be open to coming in so we can do a complimentary inspection and review your service history?

Handle Hesitation

I completely understand — things get busy and time flies. There's no pressure at all. If you're open to it, I can look at our schedule and find something that works around you. What days generally work better for you — weekdays or weekends?

Closing

Wonderful — I have you down for (date/time). I'll send a confirmation to your (email/phone). We really do appreciate you giving us the opportunity and we'll make sure the visit is worth your time. Thanks so much, (CUSTOMER NAME) — we look forward to seeing you!

Voicemail — Lost Customer

Voicemail

Hello, this is (NAME) calling from (DEALER)'s Service Department. I'm reaching out because we noticed it's been a while since we've seen your (YEAR/MAKE/MODEL) and wanted to connect. Based on time and mileage, your vehicle may be due for some maintenance, and we'd love to get you taken care of. Give us a call back at (NUMBER) at your convenience — there's no pressure, we just want to make sure your vehicle is in great shape. Thanks, and have a great day!

Key Tips

Tone Reminders

Never make the customer feel guilty for not coming in
Lead with care for the vehicle, not for the dealership's revenue
Keep it conversational — don't sound like you're reading a script
One soft close attempt, then offer to follow up another time

Common Reasons They Left

Felt overcharged on a previous visit
Moved to a competitor offering a lower price
Had a bad experience with a service advisor
Vehicle sold or traded — new vehicle may still qualify
Simply forgot or fell out of habit

After-Service CSI Call

The CSI (Customer Satisfaction Index) call is your chance to capture the customer's experience while it's fresh, resolve any issues before they become a negative review, and reinforce loyalty. Timing is everything — aim to call within 24–48 hours of the visit.

CSI Call Script

Opening

Hi, may I please speak with (CUSTOMER NAME)?

Hi (CUSTOMER NAME), this is (YOUR NAME) calling from (DEALER)'s Service Department. I'm just calling to follow up on your recent service visit with us — do you have about 2 minutes?

Overall Experience

How was your overall experience during your visit on (DATE)? Were you happy with the service you received?

If Positive Response

That's wonderful to hear — I'll be sure to pass that along to the team. We truly appreciate your continued business and your kind words mean a lot to us.

Optional: We'd love it if you'd consider sharing your experience on Google — it really helps other customers find us. Would you be open to leaving a quick review?

If Negative Response

I'm really sorry to hear that, and I appreciate you letting us know. I'd like to make sure this is addressed properly — would it be okay if I passed your feedback along to our Service Manager so they can follow up with you directly? Your experience is very important to us and we'd like the opportunity to make it right.

Vehicle Concerns

Is there anything about your vehicle that didn't feel quite right after the service, or any concerns you'd like us to look into?

Prebook Next Visit

Based on the work done today, your next recommended service will be around (timeframe / mileage). Would you like me to go ahead and book that in now while I have you on the phone? It only takes a minute and it'll be one less thing to think about.

Closing

Thank you so much for your time today, (CUSTOMER NAME). We truly appreciate your business and we look forward to seeing you next time. Have a wonderful day!

CSI Best Practices

Timing & Frequency

Call within 24–48 hours of the service visit
Do not call if the manufacturer's survey has already been sent
One call attempt + one voicemail — do not over-contact
Avoid calling on Sundays or after 7 PM

Escalation Protocol

Any complaint → log it and notify the Service Manager same day
Never promise a resolution you're not authorized to make
If customer is upset — listen fully before responding
Thank them for the feedback regardless of the outcome

Lease-End & Trade-In Calls

Customers approaching their lease maturity or due for a trade-in represent a warm handoff opportunity to the Sales Department. Your role is to surface the opportunity, plant the seed, and connect the customer — not to sell the vehicle yourself.

Lease-End Call Script

Opening

Hi, may I please speak with (CUSTOMER NAME)?

Hi (CUSTOMER NAME), this is (YOUR NAME) calling from (DEALER)'s Service Department. Do you have just a minute? I have some information about your (YEAR/MAKE/MODEL) that I think you'll find helpful.

Reason for Call

I was looking at your file and noticed that your lease on your (YEAR) (MODEL) is coming up for maturity around (MONTH/YEAR). I wanted to make sure you're aware of that and see if you've had a chance to think about your options — whether that's returning the vehicle, purchasing it, or getting into something new.

Service Angle

Before your lease ends, it's also a good idea to bring the vehicle in for a pre-return inspection so we can identify any items that might be flagged during the lease return process. That way you won't have any surprises. Would you like me to book that in for you?

Sales Handoff

If you're thinking about your next vehicle options, I'd love to connect you with one of our Sales Consultants who can walk you through what's available and what incentives might apply. Would that be helpful?

If yes: Let me get your contact information over to them and someone will be in touch shortly — usually same day or next morning.

Closing

Perfect — I've made a note in your file and (booked your inspection / passed along your info to our sales team). Thank you for your loyalty to (DEALER), (CUSTOMER NAME) — we really appreciate it. Have a great day!

Voicemail — Lease-End

Voicemail

Hello, this is (NAME) calling from (DEALER)'s Service Department. I'm reaching out because your lease on your (YEAR/MODEL) is coming up for maturity around (MONTH), and I wanted to make sure you're aware of your options. Give us a call back at (NUMBER) at your convenience — we'd love to help make sure the transition is smooth for you. Thanks, and have a wonderful day!

Key Notes

When to Call

Trigger: 3–4 months before lease maturity date
Second contact: 6–8 weeks before maturity if no response
Pre-return inspection booking: 4–6 weeks before end date

Your Role vs. Sales

You: awareness, service booking, warm intro to Sales
Sales: vehicle options, pricing, financing, trade-in value
Never quote vehicle prices or trade-in values yourself
Always confirm with your Sales Manager before making any promise

Daily Task Checklist

A structured daily routine keeps your call volume consistent, your inbox under control, and your appointments booked. Check off each item as you go — reset at the start of every shift.

☀️ Morning Prep (Before First Call)

Review today's appointment list — confirm all bookings are entered correctly Pull today's outbound call list (maintenance due, declined services, lost customers) Check for any new online appointment requests submitted overnight Review manufacturer recall list for any new vehicles on file Check voicemails and return any missed calls from previous day Check email inbox — respond to any overnight service inquiries Confirm shuttle/loaner availability with the service team for today

📞 During the Day

Work outbound call list in dedicated blocks (suggested: 9–11 AM and 1–3 PM) Log all call outcomes with correct disposition codes Confirm all appointments scheduled for tomorrow — call or text customers Follow up on any missed appointments from today Monitor and respond to all incoming emails within 2 hours Flag any customer complaints or escalations to Service Manager Update customer profiles — verify emails, phone numbers, vehicle info

🌙 End of Day Wrap-Up

Review tomorrow's appointment list for any gaps or issues Ensure all call logs and notes are entered into the DMS/CRM Send any remaining appointment confirmation messages Clear inbox — respond to or flag all outstanding emails Note any unresolved issues or call-backs needed first thing tomorrow Record your daily stats: calls made, appointments booked, show rate

KPIs & Performance Metrics

These are the numbers that define BDC performance. Know your targets, track them daily, and use them to identify where to improve — not just at month end.

Key Metrics & Targets

Booking Rate

≥ 60%

Of all outbound calls where contact is made, at least 60% should result in a booked appointment.

Show Rate

≥ 85%

Of all booked appointments, 85%+ should result in the customer actually showing up. Confirmation calls drive this number.

Calls Per Day

40–60

A productive BDC rep should aim for 40–60 outbound call attempts per day, depending on call complexity.

Contact Rate

≥ 30%

Of all outbound attempts, at least 30% should result in a live conversation (not a voicemail or no answer).

Email Response Time

< 2 hrs

All inbound email inquiries should receive a response within 2 hours during business hours.

CSI Score

Top Box

Aim for top-box satisfaction scores (typically 9–10 out of 10) on all manufacturer CSI surveys related to the BDC interaction.

Voicemail Callback Rate

≥ 10%

A well-crafted, personalized voicemail should generate a callback on at least 1 in 10 messages left.

Active Retention Rate

≥ 50%

The percentage of the dealership's customer base that visits service at least once per year. Industry benchmark is 40–55%.

Declined Service Recovery

≥ 20%

Of declined services followed up on, aim to recover and book at least 20% of them within 30 days.

How to Use Your Numbers

Low Booking Rate?

Review your objection handling — are you responding with value?
Are you offering multiple appointment options (time A or B)?
Are you calling at the right times of day? (10–11 AM and 1–3 PM tend to be best)
Is your call list targeted — right customers, right time?

Low Show Rate?

Are you sending confirmation texts or emails after booking?
Are you making confirmation calls the day before the appointment?
Are appointment times convenient for the customer (or just for the shop)?
Are you offering transportation options (shuttle, drop box)?

Call Disposition Codes

Every outbound call attempt must be logged with a disposition code. Accurate logging drives better reporting, better follow-up, and better call list management. When in doubt — log it.

Disposition Reference

BOOKED

Live contact made — appointment successfully scheduled

Send confirmation; confirm 24 hrs before

CALLBACK

Customer requested a call back at a specific time

Schedule call back at requested time

VM LEFT

Voicemail left for the customer

Retry in 3–5 business days if no callback

NO ANSWER

No answer, no voicemail left (already left one recently)

Retry next business day at different time

DECLINED

Customer was reached but declined to book an appointment

Note reason; flag for future re-contact

NOT IN SERVICE

Number is disconnected or out of service

Update profile; attempt alternate number

WRONG NUMBER

Reached someone who is not the intended customer

Update profile; flag for data correction

DO NOT CALL

Customer requested to be removed from call list

Remove immediately; flag in DMS/CRM

NOT OWNER

Vehicle has been sold; customer is no longer the owner

Update vehicle status in DMS

ALREADY IN

Customer advises they already have an appointment or visited recently

Verify in DMS; update records

ELSEWHERE

Customer is servicing their vehicle at another shop

Note reason; flag as lost; re-engage later

LANGUAGE

Language barrier — unable to communicate effectively

Flag; attempt alternate contact or escalate

Common Service Intervals

Use this cheat sheet to speak confidently about service timing and build value during calls. Always remind customers that intervals can vary by vehicle make, model, and driving conditions — and that the manufacturer's maintenance schedule is the definitive reference.

General Service Interval Reference

Oil Change (Conventional)

5,000 km / 3 months

Older vehicles or high-mileage engines; verify with manufacturer

Oil Change (Synthetic)

8,000–12,000 km / 6 months

Most modern vehicles; check oil life monitor if equipped

Tire Rotation

Every 8,000–12,000 km

Extends tire life significantly; often done with oil change

Brake Inspection

Every 20,000 km or annually

Brake pads typically last 40,000–60,000 km depending on driving habits

Cabin Air Filter

Every 20,000–25,000 km

Affects A/C and heat performance; easy upsell during routine visit

Engine Air Filter

Every 30,000–45,000 km

Dirty filter affects fuel efficiency and engine performance

Tire Change (Seasonal)

Spring & Fall (Oct–Nov / Apr–May)

In Canada: winters required or recommended in most provinces

Wheel Alignment

Every 20,000 km or if pulling

Poor alignment causes uneven tire wear; often due after hitting potholes

Transmission Fluid

Every 60,000–100,000 km

Varies widely by make/model; often overlooked by customers

Coolant Flush

Every 50,000 km or 5 years

Prevents corrosion and overheating; often due in older vehicles

Spark Plugs

Every 50,000–100,000 km

Iridium/platinum plugs last longer; worn plugs hurt fuel economy

Battery Test / Replacement

Every 3–5 years

Canadian winters are hard on batteries; recommend testing annually after year 3

Wiper Blades

Annually or as needed

Quick and inexpensive; great time to mention during fall tire change

Do's & Don'ts

These are the habits that separate high-performing BDC reps from average ones. The best reps read this list regularly — not just during onboarding.

On the Phone

✓ Do

Answer within 3 rings — every ring after that costs you the call
Smile before you pick up — it genuinely changes your tone
Use the customer's name at least twice during the call
Offer two specific appointment times (not "whenever works for you")
Always confirm the customer's email and phone number before hanging up
Listen fully before responding — don't interrupt
Ask for the appointment — always end with a booking ask
Keep energy up throughout the day — your tone reflects your effort

✗ Don't

Don't put a customer on hold without warning them and giving them a choice
Don't leave a customer on hold for more than 90 seconds without checking in
Don't read the script word-for-word — it sounds robotic
Don't quote prices for complex repairs without checking with a service advisor
Don't make promises you're not authorized to make
Don't argue with an upset customer — acknowledge first, solve second
Don't forget to log the call — every attempt counts
Don't give up after one no — one soft follow-up is professional

With Appointments

✓ Do

Send a confirmation (email or text) immediately after booking
Call to confirm all appointments the day before
Prebook the next appointment at the end of every CSI call
Offer transportation options proactively (shuttle, drop box, loaner)
Check service history before every call — come prepared
Flag declined services in the booking notes for the advisor

✗ Don't

Don't book an appointment without confirming the customer's vehicle details
Don't over-book the shop — check capacity before offering times
Don't book a loaner without advisor authorization first
Don't forget to follow up on missed appointments same day
Don't leave notes in the booking vague — be specific for the advisor
Don't cancel appointments without offering an immediate reschedule

With Customers

✓ Do

Treat every customer interaction as a relationship, not a transaction
Apologize sincerely when things go wrong — even if it wasn't your fault
Escalate complaints to the Service Manager same day
Update customer profiles whenever new information is shared
Respect customer communication preferences (phone vs. text vs. email)

✗ Don't

Don't use technical jargon without explaining it simply
Don't minimize a customer's concerns — validate them first
Don't contact customers excessively — one call + one voicemail per cycle
Don't discuss a complaint in detail on the phone — escalate it properly
Don't assume a customer knows what a service involves — explain the value

Glossary of Terms

A quick-reference glossary for new BDC reps who may not have a background in automotive or dealership operations. When in doubt — ask your Service Manager.

Dealership & Operations Terms

BDC

Business Development CentreThe team responsible for handling inbound/outbound calls, appointment booking, and customer follow-up for the Service Department.

DMS

Dealer Management SystemThe software platform used by the dealership to manage customer records, repair orders, inventory, and appointments (e.g., PBS, CDK, Reynolds & Reynolds).

RO

Repair OrderThe internal document that records all work performed, parts used, and labour charges for a customer's vehicle visit.

CSI

Customer Satisfaction IndexA score based on post-service surveys sent by the manufacturer. High CSI scores are critical for the dealership's standing with the OEM.

OEM

Original Equipment ManufacturerThe vehicle's manufacturer (e.g., Honda, Ford, Toyota). OEM parts are factory-made parts — as opposed to aftermarket parts made by third-party suppliers.

PBS

PBS SystemsA common DMS platform used by many Canadian dealerships. BDC reps use it to look up customer profiles, service history, and upcoming appointments.

Op-Code

Operation CodeA standardized code used in the DMS to identify specific types of service or repair work (e.g., "LOFIL" for lube/oil/filter). Used in call tracking and reporting.

Fixed Ops

Fixed OperationsThe Service and Parts departments of a dealership. Called "fixed" because revenue is more predictable than variable vehicle sales.

Customer & Campaign Terms

Active

Active CustomerA customer who has visited the service department within the last 12 months. The goal is to keep this group growing.

At-Risk

At-Risk CustomerA customer who visited between 12–18 months ago and is starting to drift. Priority for outbound re-engagement calls.

Lost

Lost CustomerA customer who has not visited in 18+ months. Re-engagement requires a softer, value-first approach.

Recall

Manufacturer RecallA safety or compliance issue identified by the manufacturer requiring a free repair. BDC reps should always check for open recalls before or during a call.

TSB

Technical Service BulletinA manufacturer notice to dealers about a known issue or recommended fix. Unlike a recall, a TSB is not always a free repair and may not require customer notification.

Declined

Declined ServiceA repair or maintenance item that was recommended by a technician during a visit but the customer chose not to have done at that time. A key outbound call opportunity.

PIPEDA

Personal Information Protection and Electronic Documents ActCanada's federal privacy law. Governs how customer data (phone, email, address) can be stored and used. Always respect do-not-contact requests immediately.

CASL

Canada's Anti-Spam LegislationRequires businesses to have consent before sending commercial electronic messages (email or SMS). Always confirm opt-in status before adding a customer to email or text campaigns.

Service & Technical Terms

LOF

Lube, Oil & FilterThe standard oil change service. The most common reason customers visit the service department.

MPI

Multi-Point InspectionA comprehensive vehicle inspection performed by a technician covering fluids, brakes, tires, lights, and more. Often done during routine visits.

ETA

Estimated Time of Arrival / CompletionHow long a service is expected to take, or when a special order part is expected to arrive. Always communicate this proactively to customers.

OLM

Oil Life MonitorA system in modern vehicles that estimates when an oil change is needed based on driving conditions — rather than a fixed km interval.