Guides.
Conversations
Facebook Marketplace leads: how to respond and hand off to the phone
Treat a Marketplace message as a phone-up with the sound turned off: answer fast, answer the real question, and get a name, a number and a time.
Conversations · 7 min readThe anatomy of a complete dealership sales call
A complete sales call does six things in order, and each one leaves something a manager can check without listening to the whole recording.
Conversations · 7 min readWhat a dealership email thread reveals that a call does not
A thread carries the customer's own words, everything your store put in writing, and the people copied on it, which is more than a recording can show.
Conversations · 7 min readWhen to move a customer from text to a call, and back
Channel should follow the decision in front of the customer rather than the rep preference, and the handoff between text and phone is where most threads die.
Conversations · 7 min readIs it legal to record sales calls at a Florida dealership?
Florida requires consent from every party to a recorded call under Fla. Stat. 934.03, which shapes how dealerships give notice, handle out-of-state callers and store recordings.
Conversations · 6 min read
Customers
Intent, commitments, next step: how to read any customer conversation
Every conversation should leave the store knowing what the customer is trying to do, what each side promised, and what happens next with a date on it.
Customers · 7 min readThe eight objections on dealership calls and what a good answer sounds like
Nearly every objection on a dealership call is one of eight, and every good answer has the same four parts and ends by returning to a specific time.
Customers · 7 min readThe twelve customer types every dealership salesperson should be able to handle
Customer types are twelve different intents arriving in similar words, and each one has a next step that fits it and several that waste the conversation.
Customers · 7 min readWhat "I need to talk to my spouse" actually means, and what to say next
The spouse objection is almost never a no, and what you ask next decides whether the other person ever hears an accurate version of the deal.
Customers · 7 min read
Coaching and training
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
The record
Reconciling the CRM record with what the customer actually said
Four questions asked of twenty records a week, checked against the calls and texts behind them, which is how a CRM stays worth reading.
The record · 6 min readThe lead statuses that lie: what working, contacted and lost hide
Working, contacted and lost are written by the person they grade, so define each one by an event the customer actually took part in and check a sample weekly.
The record · 6 min readWhat a dealership CRM cannot see, and how to fill the gap
Your CRM holds entries, not conversations, and the six things it cannot see are where most of the lost opportunity in a store sits.
The record · 7 min readWhat belongs in the CRM note after a sales call
Six items every note needs, a ninety second template, and the reason the next step field matters more than everything else written above it.
The record · 6 min read
Follow-up and workflows
An appointment confirmation sequence that holds
A confirmation sequence holds when every touch delivers something instead of asking whether the customer is still coming, and the same named person sends all of them.
Follow-up and workflows · 7 min readLead response in the first five minutes: what the first call and text should contain
The first five minutes are won by a short call that names the vehicle and offers a time, followed in the same minute by a text the customer can answer with one thumb.
Follow-up and workflows · 7 min readThe quote follow-up cadence: what to send after you gave a price
Once a customer has your price, every follow-up has to change something: the missing piece, the vehicle, the terms, or the reason to come in.
Follow-up and workflows · 7 min readWhat to automate in dealership follow-up, and what to keep human
Automate the work that has one correct answer and creates no commitment, and keep anything that negotiates, judges emotion or promises something with a person.
Follow-up and workflows · 7 min readAppointment set rate: what it is, how to measure it and how to raise it
A working definition of appointment set rate for dealership phone and text traffic, with the counting rules that keep it honest and the coaching that moves it.
Follow-up and workflows · 6 min readText follow-up for car dealerships: what to send after the first call
A practical texting cadence for dealership salespeople and BDC agents, with example messages for every stage between the first call and the visit.
Follow-up and workflows · 6 min readThe four numbers a dealership sales manager should see every morning
Four daily numbers that tell a sales manager what happened on the phones yesterday and what to fix before the store fills up today.
Follow-up and workflows · 6 min readWhy dealership appointments no-show, and the follow-up that fixes it
Most no-shows are created when the appointment is set, not when the customer fails to arrive, and a short confirmation sequence recovers a meaningful share of them.
Follow-up and workflows · 6 min read
Voice agents
AI customers that train reps versus AI agents that talk to customers: two different things
AI roleplay trains your reps with synthetic customers and carries almost no customer risk. An AI agent talks to real buyers and carries all of it.
Voice agents · 7 min readAI voice agents at car dealerships: inbound, outbound, and what they must disclose
A voice agent belongs on the calls your team missed and on outbound drafts a manager approves, never in front of a customer a person could have answered.
Voice agents · 8 min readHow to evaluate an AI voice agent for a dealership sales line
Judge a voice agent on the calls it hands off, the records it writes and the permissions it respects, not on how natural it sounds in a demo.
Voice agents · 8 min readWhen an AI agent must hand a customer to a person
Five conditions require a person: a request, confusion, a complaint, any figure that would move, and anything the store would have to commit to.
Voice agents · 7 min read
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