Picture this: it’s the end of the quarter, and your dealership is so close to hitting your targets, and you can almost taste the victory champagne. You’ve been burning the midnight oil, the team’s been cranking out calls—but you’re still a hair’s breadth away from the goal line. Then, you discover all the near-misses your team has swung while handling phone leads. It’s an instant red flag, and you know something needs to change.
Let’s talk brass tacks. In the dealership game, a phone lead is often the first domino in a chain that ends with a closed deal. But what happens when that first domino doesn’t want to topple? You’re left scrambling to hit quotas at the end of the sales period, struck by a frustrating sense of “what if?” If this sounds familiar, this is the perfect time to brush up on training your team for results-driven phone skills.
This blog is a playbook for booking appointments, building relationships, and landing sales that make everyone grin from ear to ear. Let’s pull back the curtain on turning a call into a sale—no fluff, just the proven tactics that reliably close deals. The first resource you should consider is a free mystery shop to uncover where missed leads occur.
Mystery Shopping for Success
Your team has the passion, drive, and hustle—but they’re still missing opportunities on the phones. Missed leads can be nearly undetectable until you start digging into the details from the outside. Even if you can point to where the ball was dropped, figuring out a clear growth path is challenging. This is where the real game-changer comes in: mystery shopping.
Think of this as a scrimmage between two pro teams. On one side of the field, there’s your sales crew. On the other side, you’ve got phone sales experts like the coaches at Phone Ninjas. These mystery shoppers aren’t here to take off your watch and tell you the time; they’re drawing real insights from a call that goes beneath the surface.
They’ve worked with hundreds of businesses like yours, and they’ve instilled high-converting tactics every time. By pinpointing the weak spots and shoring up your strategy, they can provide a concrete, honest score that ties into a precise plan for improvement.
But mystery shops show their full potential when the organization handling them can dig into your CRMs, the scripts, and processes that should make scoring phone conversions a layup. Ironing out your procedures opens the door for better visibility, but it also keeps sales consultants and BD agents focused on their calls… instead of fiddling with an unreliable CRM.
The next resource worth your investment is a business development center (BDC), which continually refines how your team is handling phone leads.
Building Your Business Development Center (BDC)
A business development center, or BDC, is a lead-producing unit that can transform calls into a steady stream of conversions, serving as a direct pipeline to ongoing revenue. If you’ve already created a BDC but it isn’t churning out leads, it’s time for a serious tune-up—so, here’s your chance to remind yourself what makes a robust BDC thrive!
Dedicating people to specific tasks within the BDC is ideal for handling phone leads. The reps you choose should be your most skilled and knowledgeable, and know your brand and offerings like the back of their hand. You’ll split your BDC members into two main groups: inbound and outbound.
BDC for Inbound Calls
Inbound calls aim to provide immediate, informed, and smartly scripted responses to customer inquiries. BDC reps should be well-versed in product knowledge and customer service to comprehensively capture and convert interest into engagement.
BDC for Outbound Calls
Outbound efforts should be equally tactical, but these conversations aim to nurture leads by reaching out to previous customers or other warm leads. This proactive side of the BDC takes a more methodical approach to attract and convert potential customers.
After you’ve organized the teams into their respective focuses, it’s time to think about ongoing training. This is an essential part of what makes a solid BDC work: long-term, repeated, results-driven coaching.
Active Coaching and Support
BDC training can include everything from studying deeper product terminology and feature sets to mastering phone scripts and adapting to customer objections. Ultimately, the goal is to deliver on-message calls for constant conversions—a goal you can’t achieve without repetition. That means executing this precision training requires a steady cadence, with weekly check-ins to monitor progress.
At Phone Ninjas, our Active Coaching methodology combines bite-sized training sessions with a customized rhythm for performance tracking. Each part of our process is tailored to an individual salesperson’s strengths and growth opportunities, blending real-world scenario reviews with personal goal-setting.
BDC Phone Scripts for Maximizing Conversions
Effective phone scripts are not restrictive—they provide a framework for clarity and consistency. BDC scripts should be comprehensive, allowing the sales team member to make simple judgment calls within a specific set of parameters. The mission here is to sound organic while hitting every relevant point in the script.
High-performing scripts are designed with a natural flow in mind. Here’s an example of what a strong BDC script will look like for an inbound call:
- A greeting and introduction that sets a positive tone and guides the conversation toward the customer’s needs.
- Questions that qualify the customer’s interest and preferences.
- Descriptions of products or services tailored to the customer’s responses.
- Objection handling cues, questions, and flows.
- Calls to action that guide the customer toward the next steps, like setting up an appointment to visit the dealership.
However, without proper coaching, phone scripts are only as good as the paper they’re printed on. They are not a one-size-fits-all solution because every salesperson is different, and each one needs a purpose-built approach to succeed. Similarly, scripts should be living documents that reflect your evolving message and the sales landscape.
Regularly review calls to understand where scripts are working and where they’re causing missed leads. Feeling stuck while revising your old scripts? The Phone Ninjas team are experts at handling phone leads, and we can provide custom scripts for your dealership that cater to your specific sales goals.
The Phone Ninjas Method for Handling Phone Leads
As we round out this guide, we want to emphasize that mastering phone lead conversion takes more than an excellent script or comprehensive product knowledge. It’s a balanced blend of continuous improvement, transparent progress tracking, and expert accountability. You cannot bottle and serve that at a one-shot conference, sales class, or webinar. And it’s certainly not something you can learn in simulations—it takes real-world reviews to get actionable strategies for improvement with handling phone leads.
Phone Ninjas’ Active Coaching programs are laser-focused on equipping your team with the tactics and tools to steer phone leads to better outcomes. Our method is built on the insights we’ve gained coaching hundreds of businesses like yours to sales success. The key to Phone Ninjas’ approach is simple: no one stops learning with us. We stick with your sales team week after week, giving them a right-sized dose of corrective feedback and encouragement to focus on growth potential and minimize distractions.
Ready to ramp up your phone sales engine and recapture those missed leads? Get a free mystery shop from Phone Ninjas today!
As the Vice President of Phone Ninjas, Chris delivers leadership, coaching, and mentorship to 55 team members providing software sales and phone skills coaching. He fosters powerful partnerships and collaborations with leaders across various business sectors, establishing expectations, communicating vision, and escalating performance to maximize productivity and effectiveness.