Service-to-sales phone calls are a crucial touchpoint in a dealership's customer engagement
strategy. However, many dealerships fall into the trap of using outdated and ineffective call
scripts that do little to foster customer loyalty or drive sales.
Proactive calls with customers ahead of their service appointment offer dealers invaluable
touchpoints. Maximizing these touchpoints is key to improving the overall customer experience,
driving revenue through repair orders, fueling service-to-sales opportunities and building
customer loyalty.
The Don'ts of Service-to-Sales Phone Calls
Don't Engage Customers without a Clear Purpose
THE DO'S AND DON'TS OF
SERVICE-TO-SALES PHONE CALLS
Example:
"Hi Mr. Smith, just checking in to see how
your car is doing. Any issues?"
Generic customer conversations that lack
a specific purpose can feel like a waste
of time, providing no real value to the
customer or reason for them to
stay engaged.
Example:
"We have a special offer on our new
models. Interested in trading in your car?
Spray-and-pray marketing efforts lack
personalization and relevance. As a result,
customers can be left feeling like they
are just another number in your
dealership's database.
Don't Take a "Spray-and-Pray" Approach
Example:
"Hi, we have some great deals going on this
month. Would you like to hear about them?"
General offers do not address the specific
needs or interests of the customer, leading
to disengagement and a lack of trust in
the dealership's ability to understand
their needs.
Don't Make Generalized or Vague Offers
