Time held.
The customer agrees to a specific day and time, and the store writes it down with the vehicle, the stock number and the person who will meet them.
"Saturday at 11 works. I'll bring my wife and the title for the trade."
What it sounds like. Synthetic example.Why it matters
Held times are the store's forward business, and their quality is decided in the sixty seconds after the customer says yes. An agreed time that lives in a rep's memory, on a sticky note or in the wrong day of the CRM is not an appointment, it is a story. Managers who staff a Saturday from the board need that board to reflect real, written, owned commitments with the right unit attached.
What to do next
Log it while the customer is still on the line: day, time, unit and stock number, salesperson, and anything they said they would bring. Send the written confirmation before you hang up so the customer has it in hand, tell them who to ask for and where to park, and set the day before confirmation right then rather than hoping someone gets to it.
How to coach it
Put the recording and the CRM entry side by side in the one-on-one. The gap between what was agreed and what was written is usually the whole lesson, and it is not a motivation problem. Coach the writing down as part of the ask, so the rep does not consider the call finished until the entry is complete.
In Pinpoint
Counted under Appointments set from the moment in the conversation where a specific day and time is agreed, which records the set and not the visit.
Available today: call and text intelligence with cited investigation, per-rep review and proposed next steps. On the roadmap: CRM and email intelligence, AI roleplay training with direct feedback on the call, approved actions and end-to-end workflows, then inbound and outbound voice agents. Status as of September 20, 2026.
Questions about this signal
Does an appointment set mean the customer showed up?
No. It records that a specific day and time was agreed in the conversation. Attendance is not established by a signal.
What makes an appointment hold better?
A specific time, a named person to ask for, the vehicle confirmed on the ground, and a written confirmation the customer receives before the call ends.
Should soft agreements be counted?
No. Sometime this weekend is not a time. Counting soft agreements inflates the board and hides the reps who are not really asking.
See how Pinpoint marks these moments on your own calls and texts.
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