As dealerships move into a growing online retailing environment, it's more important than ever to have a process that can bridge the gap between online visitors and in-store customers.Carla Wade, Senior Director of Sales Development at Automotive Mastermind Inc., joins to share her vantage point, and the experience she gained while working as the Business Development Manager at Mercedes-Benz Manhattan. BDC reps play an integral role in the online buying process, and assisting customers during critical moments of their buying journey. In this episode, Carla shares some practical ways, BDC reps can think out of the box.Noteworthy topics from this episode:2:48 - Why did you choose BDC?4:18 - What do you recommend dealers focus on when it comes to BDC?6:14 - What are some key components that are crucial to the day-to-day activities of the BDC?9:10 - Importance of healthy culture.11:52 - What tools would you recommend to keep the team connected?17:55 - Are people likely to adapt to digital retail?20:38 - What should be considered to make sure the online retail model actually works?23:00 - How does one actually put themselves in the customer seat?