Convert Phone Ups to Sell More Cars and Drive Loyalty

In the fast-paced world of car sales, each interaction with a potential customer is a chance to build trust, make a personal connection, and close a deal. While digital channels like email and text are essential, the phone call remains one of the dealership’s most powerful tools.

With advanced phone technology, dealerships can directly personalize their customer experience with better service quality. Moving from an older platform to a cloud-based solution improves speed, reliability and competitiveness. Integrating a cloud system with DMS and CRM solutions further streamlines communication, enhances operations and strengthens customer engagement.

Here are a few key insights to help leverage the power of phone communication in your dealership:

1. Trust on the Line: Phone Calls Build Stronger Relationships

There’s something about a human voice that builds trust in a way that digital communication can’t match. When a customer hears a friendly, knowledgeable voice on the other end of the line, it gives them confidence that they’re making the right choice. In a recent study, CDK found that 64% of shoppers book an appointment before ever coming into the dealership and a majority of them (44%) use the phone to schedule that appointment. These shoppers call because they're ready to buy and want the reassurance of speaking to a real person who can answer their questions.

What you can do: Encourage your Sales team to invite prospects to the dealership while being prepared to answer their questions thoroughly. Emphasize transparency and honesty in every phone interaction to build trust and credibility, making customers more confident in moving forward with a purchase from your dealership.

2. Speed Matters: Quick Follow-Ups Make a Difference

In the automotive industry, where customer decisions are shaped by experiences and emotions, prompt attention to your incoming calls and a quick follow-up can make the difference between winning and losing a sale.

Recent CDK research showed that 81% of callers encountered a problem when trying to book a Sales appointment on the phone. Nearly a quarter were put on hold with an average hold time of 13 minutes! Another 13% said no one answered the call at all.

What you can do: Create a consistent process to ensure all inbound calls are returned promptly, setting a goal to follow up within an hour or less as a priority for your Sales team. This quick response shows potential customers that you value their time and are eager to assist them.

3. Minimize Missed Calls: Don’t Let Phone Ups Slip Away

Missed calls are missed opportunities. A recent study shows that 43% of qualified leads are mishandled — calls were missed, follow-up was delayed, or lead inquiries weren’t logged to the CRM representing a significant leak in the Sales funnel. Dealers who understand the importance of inbound phone calls and optimize them close more deals.

What you can do: Make sure your dealership is adequately staffed during peak call times, typically Mondays through Wednesdays from 10 a.m. to noon. Promptly follow up on missed calls to keep prospects engaged and log every interaction — including missed calls — in your CRM to effectively track leads. Treat every call as a valuable opportunity and optimize your phone processes so you can strengthen your Sales funnel.

4. Know Your Customer: Integrate Your Phone Technology With Your CRM And DMS

You need to understand the customer’s journey with your dealership to deliver personalized communications. When you know what a customer has already experienced across your dealership, you can tailor the conversation to address their specific needs and concerns, increasing the likelihood of conversion.

What you can do: Train your Sales team to leverage customer data across your phone technology, CRM and DMS. Personalize each call based on customer data before they engage with the customer. This could include referencing previous interactions, phone call reports, service visits, acknowledging past purchases, or addressing known concerns. Pick up the phone and call the customer like you know them. This will provide that special interaction and make their experience more meaningful — and increase your chances of closing the sale.

Transform Phone Calls Into Lasting Customer Connections

The phone is more than just a communication tool: It's the most essential part of your sales strategy! Focus on building trust through personal interaction, ensure timely follow-ups, minimize missed calls, and deliver personalized communication so your dealership can significantly enhance customer satisfaction, and ultimately, drive more sales.

Headed to NADA 2025? Set up an appointment to learn more about our phone tools at the CDK booth in New Orleans.