Finding strong candidates for Internet Departments and Business Development Centers continues to be a challenge.It is a rare breed of person that can stay personally motivated sitting in front of a computer, expecting to hear ‘no’ over 80% of the time.What type of candidate is the perfect fit?

The perfect fit definitely depends on your process and their job responsibilities.Dealers must understand that a more researched and educated customer is showing up onto their floor.Not only do representatives of the BDC and Internet Dept need to be technologically savvy, but the general sales and leasing consultants do as well.If your Internet Sales Team is handling their leads and customers through the entire sale then you must only find a few strong candidates.If your Internet Sales Team is simply a customer’s first contact into the dealership sales funnel, then you must also focus on the continuous training and education of your sales staff.

There is a paradigm shift going on in the world and dealers must understand that it affects the way they go about their hiring process.The battle of old school versus new school is waging and sales tactics of the 70’s and 80’s (even early 90’s) are losing to newer, e-business initiatives.If you knew 90% of your customers were coming in after researching the internet, wouldn’t you want your entire staff to be just as studied?

Look at the difference between negotiating with a customer just 8 years ago compared to today.The only variable that seems to be changing the culture of car sales is the use of the internet and ease of obtaining information. That’s a big variable, but the same reason I am excited about this field.It will be forever evolving.The dealers that tag along with this change will lose business, but those that lead the way will gain market share.As a dealer, you must recognize this and focus all efforts on developing internet initiatives and shying away for old school methods to gain conquest business.

AT&T just announced that they are abandoning their phone booth business across the nation.It wasn’t too long ago that I remember fishing around in my jeans for change to use a pay phone.The cell phone industry has enhanced the way people communicate in a short period of time.The internet is much the same way.Customers are not just sitting at their desks emailing back and forth with dealers, but they are carrying their computers with them.Telecommunications as a whole will be evolving the internet department.Every ISM has received a response similar to

“What colors do you have in stock?John Carbuyersent via blackberry”

Blackberries, IPhones, Smartphones, etc. all will affect the way the internet consultant interacts with the prospect.I can’t fathom how different Internet Departments will be functioning 8 years from now, but I am looking forward to it.

Technology is not just changing the customers’ car-buying processes, but making dealers reconsider the attributes they look for in a quality candidate.In regard to the Internet Department, I have found success hiring and training college graduates to handle inbound e-leads and phone calls.Having the determination and discipline to complete college seems to parlay well into handling the daily grind of internet sales.I call this monotonous multi-tasking.Anyone who has sit and handled hundreds upon hundreds of e-leads understands that finding a person with the commitment and skill set to succeed in this hectic, yet sedentary role is the real challenge.College graduates seem to adapt better since they are used to sitting in classrooms with similar work ethic.A degree is something I personally look for in a candidate.However, a determined applicant without a degree who exhibits perseverance, good business sense, and strong computer skills can still be good candidates.I want someone who can essentially learn through “internet osmosis”.Their knowledge and talent in the position will increase from simply being immersed in a successful Internet Department or BDC around their peers.

Though the oldest of individuals seem to be making their way online to shop for vehicles, the highest percentage of internet shoppers will always skew to the younger generation.Fill your Internet Department, BDC, and even showroom with this demographic and see the lines of communication open and the rapport-building flourish.

Finding the “write person” for the Internet Department is much like catching lightning in a bottle.Good candidates for this position don’t come around often.A dealer principle may have struck gold finding you, but they cannot always be relied upon to find another.I believe the best person for evaluating talent is the very same people that perform the daily duties in the department.If you are a General Manager, GSM, or Sales Manager, trust your Internet Sales Management team to determine the strongest person for the job.Quality ISMs will see the traits that make themselves successful in the right applicant.Who better to find the “perfect fit” than someone else who competently handles the very same responsibilities?

While this hiring practice may seem unconventional, it certainly is a new way to look at the evolution of the recruiting process.Be a forward-thinking dealer.Trust those that understand the technology to make the decisions regarding it. Allow successful ISMs and BDC reps to surround themselves with their own kind.We are a rare breed.

The world is continuously adapting to new technology and telecommunications.It is time for dealerships and, more importantly, their employees to do the same.