Resources / Glossary / Follow-up and workflows
Confirmation sequence
The planned series of contacts between setting an appointment and the customer arriving.
A confirmation sequence carries an appointment from the moment it is set to the moment the customer walks in. A common shape is a read-back of the time at the end of the call, a text within minutes from the person they will meet, a message the day before with parking and what to bring, and a short live call a few hours ahead.
The messages should give the customer something each time. Asking whether they are still planning to come in offers an easy exit, while confirming that the vehicle is pulled up and ready does not.
Why it matters for a sales manager
Show rate is decided after the appointment is set, and the sequence is the only part of that window you control. It costs a few minutes of someone’s day, it can be assigned and checked, and it doubles as preparation, so the customer arrives expecting a specific vehicle and a specific person instead of wandering in and joining the up rotation.