Internet/BDC Operations Management

Internet/BDC Operations Management is a comprehensive dealership training course designed to help leaders optimize Business Development Center (BDC) performance, improve customer engagement, and increase lead conversion. Participants will learn how to establish effective goals and KPIs, enhance the digital customer experience, and implement proven lead management processes that drive sales results. The course explores BDC structure, recruiting and hiring strategies, compensation planning, communication techniques, and performance management best practices. Through practical exercises, process evaluations, and instructor-led discussions, learners gain actionable strategies to improve response times, strengthen customer interactions, maximize appointment-setting success, and drive dealership growth in today’s digital retail environment.

Class Length: 2 days

Key Objectives & Competencies:

Establish performance goals and KPIs that drive BDC success.
Enhance the digital customer experience to increase engagement and conversions.
Implement proven lead management processes that improve response times and results.
Optimize BDC structure, staffing, and compensation for maximum effectiveness.
Recruit, develop, and retain high-performing internet sales professionals.
Strengthen communication skills across phone, text, email, and video channels.
Overcome customer objections using modern sales and engagement strategies.
Conduct performance reviews that improve accountability and operational results.

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Internet/BDC Operations Management

Cost:: $1,845 USD | Per Seat
Requirements:: None
Recommended for:: Internet/BDC Managers, Dealers, General Managers, Sales Managers

Course Dates & Availability

July 13 - 14, 2026	Kansas City, MO	Available
July 20 - 21, 2026	Toronto, ON	Available
August 24 - 25, 2026	Kansas City, MO	Available
October 12 - 13, 2026	Kansas City, MO	Available
December 14 - 15, 2026	Kansas City, MO	Available

Call the NCM Institute at 866-756-2620 or complete this form for more information or to register.

This was an awesome class with a ton of great information. If you are looking to master the digital world, this class provides excellent processes and fresh ideas to help keep you current!

Elizabeth Robosky, Human Resource/Marketing Director, Jim Shorkey Family Auto Group

The class was fast-paced, thorough, and never had a lull. Our instructor was knowledgeable and energetic, which helped to make the training fun!

Lauren Moore, BDC Manager, Cook Ford

This course has a whole lot of information that's extremely useful in responding to a lead, the inquiry, and the internet customer as a whole. This class was more than what I expected and was loaded with information!

Ruby Northern, BDC Manager, JLR Bluff City

Single Class: If canceled 15–30 days prior to the session, 25% of the tuition will be forfeited unless rescheduled for another date within 1 year. If canceled fewer than 15 days prior to the session, 50% of tuition will be forfeited unless rescheduled for another date within 1 year. Non-attendance without prior notification or failure to attend the course within 1 year, will result in full forfeiture of funds. Must call by 2:00PM CST the Friday before the class begins.

GMEP: A $3,000 USD nonrefundable deposit is required at time of application with balance due 14 days prior to class start. Below is the refund schedule for the remaining balance, after the non-refundable $3,000 USD deposit is deducted.

Cancellation on or before Session 1: 100%
Cancellation on or before Session 2: 65%
Cancellation on or before Session 3: 30%
No Refund will be awarded after completion of Session 3