Currently, what is your dealership's biggest challenge?
Inventory shortages
Letting high-value prospects slip through the cracks
Customer no-shows for scheduled appointments
Shortage of staff
Are your calls currently being tracked?
Yes, 100% of inbound and outbound calls are being tracked and recorded with great reporting
Yes, only our inbound calls are being tracked
Yes, our calls are being recorded but with no high-level reporting
No, none of our calls are being tracked
On average, what percent of customer calls are NOT answered by your staff?
50% - 75%
26% - 50%
0% - 25%
I'm not sure
If a customer calls into your dealership interested in a particular vehicle but has concerns about the price, what is your agents' most common response?
Informing the customer that the price of the vehicle is not going to decrease because you have other customers willing to pay full price
Requesting the customer to come in and look at that vehicle and discuss pricing once they arrive
Asking if there are any other vehicles they would like to know the price of
Requesting they come in to look at similar models that still fit their needs, but are in their desired price range
Does your team understand the difference between soft and firm appointments? If yes, how many appointments booked each week are firm appointments as opposed to soft appointments?
What is the difference between a soft and firm appointment?
Yes, 51% - 100%
Yes, 0% - 50%
Does your dealership have a set goal for outbound calls made each day or week per Sales agent?
Yes
No
What's the first thing your customer hears when they call into the dealership?
Phone bridge (i.e., “Press 1 for Sales, Press 2 for Service, Press 3 for Parts”)
Receptionist or BDC agent
Ringing until a Sales agent answers; if no answer, they are sent to voicemail
How many of your phone-ups convert to test drives?
0% - 25%
26% - 50%
51% - 75%
76% - 100%
When a phone up expresses interest in a vehicle on your lot, what is your agents' most common response?
Offer 2 different times to come in and test drive the vehicle and see which works better for them
Encourage them to come in later today because vehicles on the lot are selling fast
Let them know which days you will be at the dealership so they can come in when they are available
What type of outbound calls are currently being made at your dealership?
Service status updates
Voicemail follow-ups
Appointment reminders
Call backs for customer who hung up on hold
Follow-up calls post-purchase or post-Service appointment
Phone ups that never set a firm appointment at your dealership
Declined Service follow-up calls
Follow-up calls to appointment no-shows