Blog
Practical guidance for dealerships posting at volume, plus notes on what we ship.
In a Marketplace thread, 'I need to think about it' is often a stall, a missing fact, or a polite exit. Handle the online objection with a next step, not pressure, and keep the conversation on a clock.
A phone-up and a Marketplace message are not the same buyer state. Separate handling for phone ups vs internet leads so qualification, pace, and the ask for an appointment actually fit the channel.
Most greeters accept 'just looking.' Train the desk to ask walk-ins where they saw the car, log the real source, and stop treating Marketplace traffic as anonymous floor ups.
The desk log and the CRM rarely match. A weekly process for reconciling the up log with CRM lead records so source reports, pay plans, and GM reviews stop arguing with each other.
Building a one-page lead source report for the GM: the columns that survive a meeting, the definitions that stop arguments, and a monthly cadence that replaces the 14-tab spreadsheet.
Why cost per appointment beats cost per lead for used-car stores: how to calculate it from messy CRM data, which costs belong in the numerator, and how GMs should use it.
Define lead to appointment funnel stages so 'contacted' and 'appointment' mean the same thing to the BDC, the floor, and the GM — with entry rules, exit rules, and examples.
A 40-minute weekly internet lead review meeting agenda with timed segments, the questions that expose fake appointments, and a close that produces owners, not folklore.
An internet director scorecard tied to real responsibilities: coverage, speed, appointments, source hygiene, and inventory exposure — not a vanity title with no owner.