The best phone system for car dealerships and the motor trade
Every enquiry you fail to call back is a sale someone else makes: Skipcall turns the call back and the follow up into a routine.
Hundreds of companies use 
to make every call pay off
The situation
What holds you back today
Web enquiries called back hours too late
Service reminders and recall campaigns eating the day
No visibility on the quality of your sales team's calls
The answer
What Skipcall changes
Specific to your industry
The dates a dealership actually runs on
A web enquiry and a fleet renewal do not move at the same speed. One is decided within the hour, the other is prepared months before the vehicles go back. Calling at the wrong moment costs exactly the same effort as calling at the right one.
The new or used car enquiry: the hour that follows
A form filled in on a marketplace goes to several dealers at the same time. The first one to get the buyer on the phone takes the advantage, and a call back the next morning arrives behind everybody else. The only rhythm that works is the immediate call back, then two more attempts the same day at different times.
March and September, the plate change months
The registration identifier changes on 1 March and 1 September, which concentrates deliveries and part exchanges into those two windows. The calls that fill them are made in the weeks before, not during. January and August are the quiet stretches, and that is when a conquest call actually gets listened to.
The end of the quarter
Registration targets are counted by period, and the terms available tighten or loosen depending on where you sit in the month. Hesitant deals get called back in the last few days, when a discount becomes discussable again. The start of the month is the moment for conquest calls, while nobody is closing.
The PCP, long before the final payment
A personal contract purchase usually runs three or four years, and the renewal decision is taken well before the end, when the customer works out whether there is any equity in the car. Calling when the balloon payment is due means arriving after the replacement has been ordered. The thing to capture on first contact is not a need, it is a date.
The workshop, a calendar that repeats itself
The MOT due date, three years after first registration and then every year, the annual service and the road tax renewal all give you dated reasons to call, customer by customer. They are not improvised on the day: they are prepared a few weeks ahead, to fill the ramps.
A useful calling list in a dealership is sorted by date rather than by name: registration date, MOT due date, finance end date, last service. Skipcall triggers the sequences from those dates and attaches the recording, the transcript and the summary of each call to the customer record.
The script
Calling back a car enquiry within the hour
You are calling back a private buyer who has just sent an enquiry on an advert or on the dealership site. They have written to several dealers at the same time and you are not the only one dialling their number. The aim of the call is a booked test drive, not a sale.
The opener
“Hello [First name], [Full name] at [dealership]. You have just written to us about the [year] [model], I am calling you straight back. The car is still with us. When are you looking to change?”
Calling back within the minute is already an argument, and the question is about timing rather than budget: it qualifies better and it puts nobody on the defensive.
If they say they are only looking
“Good time to be looking. Two questions and I will let you go: is this replacing something you have got now, and are you buying outright or on finance?”
Those two answers give you the part exchange and the funding, which is most of the deal, without the word budget ever being said.
If they ask for your best price straight away
“The price is the one on the advert. What actually moves on a deal is the part exchange and the finance. Have you got something to trade in?”
If they say they have seen it cheaper elsewhere
“Quite possibly, there is a lot of stock about at the moment. Which car exactly, same trim and same mileage? If it is like for like, I will tell you.”
Getting the buyer to describe the other advert brings the comparison back to checkable facts, and it usually turns up a different spec, mileage or service history.
Booking the test drive
“The simplest thing is for you to see it. I have got [day] late afternoon or [day] morning, which suits you better? I will hold the car for that slot and text you the confirmation.”
If they cannot get in this week
“Then I will text you a video of the car and the service history, and I will call you back tomorrow at the same time for your verdict.”
The text leaves a trace, lets the buyer show the car at home, and gives you a reason to call back that is not an empty chase.
At Skipcall, every call is recorded, transcribed and summarised, so the script gets corrected against what your reps actually say rather than what we imagine they say.
Avoid this
Three mistakes this industry makes on the phone
The mistake
Asking for the budget in the second sentence.
Do this instead
A buyer who is still comparing will not give a number to a salesperson they do not know, and the question puts them on the back foot. Ask when they want the car and what they are driving now: the part exchange and the funding will give you the real budget.
The mistake
Putting a part exchange figure on the phone.
Do this instead
A number given without seeing the car is nearly always revised down on the forecourt, and it is the climbdown that loses the sale, not the amount. Give a range explicitly tied to the condition and mileage you find, and book the appraisal.
The mistake
Dialling a service customer from a list that was never screened.
Do this instead
A live marketing call to an individual is unlawful when the number is registered with the Telephone Preference Service and the person has not told you they are happy to hear from you. A service reminder is not marketing; an offer to buy their car is. Capture that permission at the service desk, and record when and how it was given.
Frequently asked questions, Automotive & Dealerships
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Appointment setting at volume: take a rep from 60 to 200 calls a day.
Accountancy Practices
Chasing eighty clients for their records should not cost a member of staff a whole day: Skipcall turns it into one session.
Law Firms
Every client conversation timed, summarised and filed against the matter: a work line on your mobile, kept well away from your personal number.
See what it does on your own lists
A demo runs on your own contacts, not on a sample data set.
Personalized demonstration