Act on the next step.

Guides

• 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 read

• Lead 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 read

• The 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 read

• What 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 read

• Appointment 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 read

• Text 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 read

• The 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 read

• Why 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

Vocabulary

• Action receiptThe record of something software did on the store’s behalf: what happened, to whom, when, and under whose authority.
• Appointment confirmationThe contact made before a scheduled visit to reinforce the time, the person and the reason for coming in.
• Appointment set rateThe share of real sales opportunities that end with a scheduled visit, calculated as appointments set divided by opportunities.
• Appointment showA set appointment where the customer actually arrived, counted once against the customer rather than the booking.
• Approved actionSomething software is allowed to do on its own because a manager authorized that specific kind of action in advance.
• Autonomous workflowA sequence software runs end to end without a person at each step, inside limits that were set before it started.
• Be-backA customer who leaves without buying and later returns to the dealership, either on their own or because follow-up brought them in.
• CadenceThe planned pattern of follow-up contacts over time: how many, how far apart, on which channel, and saying what.
• Callback requestA customer explicitly asking to be called back, which creates a commitment with a name and a time attached.
• Closing ratioThe share of sales opportunities that result in a delivered vehicle, usually reported per salesperson and per store.
• Confirmation sequenceThe planned series of contacts between setting an appointment and the customer arriving.
• Follow-up gapA promise or request inside a conversation that was never answered, such as a callback, a payment number or an appraisal figure.

All 100 terms