Simple Tips to Improve Phone Skills in Your Dealership

In the dealership world, the phone is often your first impression — and first impressions last. A strong phone process can turn casual inquiries into serious appointments. Here are some easy ways to improve phone skills across your team:

✅ Answer Quickly and Confidently – Customers hate waiting. Aim to answer every call within three rings and greet them with a friendly, upbeat tone.

✅ Smile While You Speak – It may sound simple, but smiling changes your voice. It makes you sound more inviting, confident, and helpful.

✅ Ask Open-Ended Questions – Instead of yes or no questions, ask ones that open up conversation. Example: “What are you hoping to find in your next vehicle?”

✅ Take Notes and Repeat Key Points – Write down what matters most to the customer and repeat it back. This shows you’re listening and care about their needs.

✅ Always Confirm Next Steps – End each call with a clear plan, whether it’s a test drive, follow-up call, or appointment confirmation.

Strong phone habits improve lead conversion, build trust, and create a better customer experience. When your voice reflects your dealership’s professionalism, customers can feel it.

👉 Master effective phone communication with Dealer eTraining’s BDC and Sales Training programs.