Develop every rep.
Coaching from the recording instead of the score, the five-minute debrief, onboarding by call review, and practice against the customer types that show up on the phone.
In the platform
Tools
Guides
Onboarding a new salesperson in thirty days of call review
Four weeks of structured listening, supervised calls and daily review that get a new salesperson to a working phone standard, with a checkpoint at the end of each week.
Coaching and training · 7 min readSales roleplay at a dealership: how to run it, and how an AI customer changes it
Ten minute drills on one customer situation at a time, run twice, with feedback on the same moments you would mark on a real recorded call.
Coaching and training · 7 min readScorecards versus evidence: why coaching from the recording beats coaching from the score
Use scores to decide where to look and the recording to do the coaching, because a rep will negotiate a number and will not negotiate with their own voice.
Coaching and training · 6 min readThe five-minute debrief: giving a rep direct feedback right after the call
A five minute conversation at the desk, minutes after the call ends, built on one question, one specific moment and one sentence the rep will say next time.
Coaching and training · 6 min readCoaching from the call: how to run a one-on-one around a single conversation
A repeatable twenty minute coaching session built around a single recorded conversation, ending in one specific change the salesperson can practice and a manager can verify.
Coaching and training · 6 min readHow to review your dealership's sales calls without listening to all of them
A repeatable routine that lets a sales manager review the calls that matter in under thirty minutes a day instead of trying to hear every recording.
Coaching and training · 6 min readThe BDC call scorecard: what a complete sales call contains
An eighteen point pass or fail scorecard a dealership manager can print and use to judge whether a sales call was complete, plus the rules that keep scoring honest.
Coaching and training · 6 min read
Signals
Vocabulary
- AI customerThe simulated shopper in a practice call, given a situation, a personality and a reason to resist.
- AI roleplay trainingPractice conversations where software plays the customer, so a rep can rehearse a hard call before having it with a real one.
- Back-end grossThe gross profit produced in the F&I office from financing reserve and protection products.
- BDC (business development center)The team or department that handles a dealership’s inbound calls, internet leads and text follow-up, with the goal of setting appointments.
- BDC agent versus salesperson handoffThe point where the person who set the appointment passes the customer to the person who will sell them a vehicle.
- Call scoringJudging a sales call against a written standard, ideally as observable pass or fail items rather than a subjective rating.
- Coaching momentA specific point in a real conversation where a different choice would likely have changed the outcome.
- CSI (customer satisfaction index)Manufacturer survey scores measuring how customers rate their sales or service experience at a dealership.
- Dealer principalThe owner or controlling operator of a dealership, named on the franchise agreement with the manufacturer.
- Desk managerThe manager who structures deals, sets what can move in a negotiation and supports the floor through the close.
- Front-end grossThe gross profit on the vehicle itself, before finance and insurance products are added.
- GSM (general sales manager)The manager who runs the entire variable operation of a dealership, including new and used sales, the desk and F&I.