Internet Sales Manager | BDC Operations Leader | CRM Optimization
I help dealerships get more from their internet leads and make the sales team's job easier.
8+ years in automotive sales and BDC operations · 83% appointment show rate · 20+ months of top performance · Proven experience coaching remote teams and improving internet lead follow-up.
I build follow-up systems, coach BDC teams, improve CRM workflows, and help sales teams move internet leads toward appointments and sales.
I focus on speed, consistency, tone, timing, and accountability. Small changes in follow-up can create major gains in show rates and sold opportunities.
I'm an Internet Sales Manager focused on BDC conversion, customer behavior, and stronger lead follow-up. My approach combines sales psychology, customer-centered communication, and Straight Line sales principles to help turn internet leads into confirmed appointments and better showroom opportunities.
As a leader, I build and train BDC teams to establish trust early, use the right tone, handle objections with confidence, and keep the conversation moving without sounding scripted or pushy.
"The only difference between a good day and a bad day is your attitude."
— Dennis S. Brown
What is stopping the customer?
What made them reach out now?
What clear action moves the deal forward?
I coach with clear expectations, practical scripts that have a human voice and are highly effective with proven results in directing sales and positive outcomes, CRM habits, and consistent performance review. The goal is to make the right actions repeatable — because keeping things simple and consistent produces the best overall results for the customer, team success, and the dealership.
The numbers below show how process, follow-up, and good communication practices can improve BDC results.
Sustained an 83% appointment show rate across 20 consecutive months by improving follow-up timing, appointment confirmation, and customer communication.
Maintained a 22% closing rate across tracked sales periods by focusing on appointment quality, lead readiness, and strong handoff to the sales team.
Increased inbound lead traffic by 25% through outbound campaign follow-up and stronger customer re-engagement.
Improved appointment-to-sale conversion by 15%+ through clearer call scripts, better objection handling, and stronger follow-up workflows.
A strong BDC process should be simple enough for a team to follow every day and strong enough to improve the numbers.
Customers were setting appointments but not always showing up.
Improved the language used in calls and follow-up, strengthened appointment confirmation, and focused on giving customers a clear reason to come in.
The process supported a 75–83% appointment show rate across tracked performance periods.
Internet leads often lose interest when follow-up is slow, generic, or inconsistent.
Used CRM workflows, stronger call scripts, and better timing to keep the conversation moving.
Follow-up became more consistent, appointment volume improved, and customers had a clearer path from online interest to dealership visit.
Remote BDC work can become inconsistent without clear expectations and daily accountability.
Coached team members on lead timing, CRM habits, objection handling, and communication tone.
The team stayed focused on daily activity, appointment quality, and measurable sales outcomes.
Good objection handling starts with listening. When a customer says they are just looking, worried about price, or not ready to come in, there is usually a deeper concern underneath. I try to identify that concern, answer it clearly, and give the customer a next step that feels reasonable.
A few public reviews from customers I worked with during my time in automotive sales and internet sales.
Reviews from my time with Buchanan Automotive show my early foundation in customer follow-up, relationship-based selling, and consistent communication.
"Tyler Garner by far was exceptional. He wasn't pushy. He listened and knew the answers to all of my questions. He was very professional, courteous, and knowledgeable. It all started and ended with Tyler. My last 2 purchases have been from this dealership and I will never purchase a vehicle other than from this dealership. Job well done Indeed!"
Product Knowledge"Tyler was 1 of the best salesman I've dealt with in all of my vehicle purchases. He listened to us. Wasn't pushy. Didn't try to act like he was a 'know-it-all'. Those are ways you build a relationship with a customer. When you go into the Chevy dealership, don't deal with anyone other than Tyler."
Trust"I am very pleased with my recent vehicle purchase. My sales person Tyler Garner was friendly and professional, and very knowledgeable. Tyler helped me get the right car and the right deal to fit my needs. Tyler thank you again for all you did for me."
Smooth Buying Experience"My parents went to scope out cars for me. I live 2 hours away. Tyler helped them, kept in touch with me all week until I could get there. He was waiting, had everything ready, listened to what I wanted. I bought the first car he showed me. Quick and easy!"
Follow-Up"Amazing experience, Tyler Garner from Sales made everything smooth and painless. Everyone was pleasant and not pushy. Left feeling great about our purchase."
Smooth Buying Experience"Tyler Garner provided my family with a wonderful car buying experience. He kept us informed and was able to answer our questions. He was polite and professional. I would highly recommend buying a car from Tyler."
CommunicationReviews from Antrim Way Honda highlight my experience helping customers through the full sales process, from first conversation to vehicle delivery.
"Honest, transparent, and easy to work with. Tyler assisted both me and my husband when buying our cars. Both experiences were very low stress and we have been satisfied with our purchases."
Trust"Tyler was great! He listened to my needs and got me setup with the car I was looking for at a reasonable price. Overall great experience and I look forward to doing business with them in the future."
Communication"I worked with Tyler and had a great experience. He was very professional and very helpful. I live in WV and the day I was to pick up my car he came and got me and took me to the dealership. The staff here is great to work with and I highly recommend them!"
Follow-Up"Tyler was very good at communicating and getting answers to most of my inquiries."
Communication"I'd been dealing on the phone with Tyler — didn't get to meet him but he's a true asset. He saves deals many times at how he listens and interacts with a customer he's never even met. With the spotlight on excellence, courtesy, and customer satisfaction — everyone's a star at HBI!"
TrustMy goal is to make the customer feel heard, informed, and comfortable enough to take the next step.
The platforms and skills I use to manage leads, coach teams, and track performance.
Download a copy of my full resume or view the highlights below.
Results-driven BDC leader and Internet Sales Manager with 8+ years of experience driving automotive sales performance through lead management, team coaching, and CRM optimization. Achieved an 83% appointment show rate across 20+ months by strengthening follow-up processes and turning online leads into measurable sales results.
Looking for a BDC leader who can improve lead handling, coach a team, and keep performance tied to real numbers?