Resource topic

process

Build an After-Hours Lead Coverage Plan Your Store Will Actually Follow

You'll leave with a channel-by-channel coverage table, a green/yellow/red list of what an after-hours rep may say, and a five-field morning handoff that stops the 8am rep from re-asking what the customer already answered. Plus the numbers to get your owner to sign off on the cost.

Turn Repeat Review Complaints Into One Assigned Process Fix a Month

You'll learn how to code your dealership's reviews by process step, find the complaint that repeats, and turn it into a specific sentence a rep says at a specific moment. Then you'll verify the fix by scoring recorded calls instead of waiting on the review page.

Four Reasons a Rep Skips a Step, and Why Only One of Them Is an Attitude Problem

When a rep skips a required step, the cause is one of four things — and each one needs a different fix. This gives you a ten-minute diagnostic you can run with a call recording and the rep in the room.