SALES BDC
Turn inquiries, phone-ups and unsold follow-up into meaningful next steps. Build a compelling reason to visit, qualify the opportunity and earn a confirmed appointment.
Explore conversation themes ↘FORGE / BUSINESS DEVELOPMENT CENTRE / VOICE-NATIVE TRAINING
Every call is a chance to earn the next visit.
The BDC is often the first voice a customer hears—and the voice that brings them back. Forge trains Sales and Service BDC teams through voice-native simulations to build faster thinking, better listening and more confident inbound and outbound conversations.
TWO TEAMS / DIFFERENT MISSIONS
Book the right appointment. Not just another appointment.
SERVICE BDC
Book appointments with the right context, explain next steps, recover declined work and handle difficult warranty and timing questions without making unauthorized promises.
Explore conversation themes ↘Quality over activity alone.
Connect practice observations to contact quality, appointment set and show rates, service work opportunities, customer experience and appropriate escalation—not simply call counts.
REAL CALLS / REAL PRESSURE
Practise the unexpected before the phone rings.
INBOUND / OUTBOUND
SALES BDC
Turn inquiries, phone-ups and unsold follow-up into meaningful next steps. Build a compelling reason to visit, qualify the opportunity and earn a confirmed appointment.
“Just tell me your best price. I’m calling five dealers.”
Listen, clarify the customer’s actual concern, offer an appropriate next step and confirm what happens next.
“I submitted that form three days ago. Why are you calling?”
Listen, clarify the customer’s actual concern, offer an appropriate next step and confirm what happens next.
“I already bought something else.”
Listen, clarify the customer’s actual concern, offer an appropriate next step and confirm what happens next.
SCHEDULING / RETENTION
SERVICE BDC
Book appointments with the right context, explain next steps, recover declined work and handle difficult warranty and timing questions without making unauthorized promises.
“I said no to the brakes last month. Why are you calling again?”
Listen, clarify the customer’s actual concern, offer an appropriate next step and confirm what happens next.
“Why should I pay? This should be under warranty.”
Listen, clarify the customer’s actual concern, offer an appropriate next step and confirm what happens next.
“I need the vehicle back by 3. Can you guarantee it?”
Listen, clarify the customer’s actual concern, offer an appropriate next step and confirm what happens next.
SALES BDC / APPOINTMENT QUALITY
Give customers a reason to choose your store.
Practise internet lead response, vehicle availability questions, trade and payment expectations, appointment confirmation, no-show recovery, reactivation and unsold follow-up. A quality appointment has purpose, customer buy-in and accurate information for the showroom team.
SERVICE BDC / RETURN VISITS
Bring the right work back through the door.
Practise maintenance booking, declined-work outreach, seasonal service opportunities, recall and warranty questions, status concerns and escalation. Respect customer authorization, avoid guarantees you cannot make and hand off technical decisions to the right service professional.
CONNECTED TO THE FORGE PLATFORM
One training philosophy. Role-specific conversations.
The BDC pathway sits alongside Sales, Service, Parts and F&I—not as a separate learning island. Employees practise out loud; managers focus on the quality of responses and coach the next skill. Your Forge team can demonstrate the BDC scenarios and manager reporting included in your subscription.
FORGE / BDC
More purposeful calls. Better customer commitments.
Discuss a Sales BDC, Service BDC or combined rollout with our team.