SESSION 01
Answer the Call Right
Professional greetings, tone, first impressions, listening, and taking ownership.
Vtech Dealer IT • Training by The DigitalCarGuy
You're paying to make the phone ring.
What happens when someone answers?
Turn everyday dealership phone calls into better customer experiences, stronger appointments, fewer missed opportunities, and real accountability—with practical training for every department.
6 practical coaching sessionsSales • Service • Parts • BDCManagers includedNo canned sales pitches
The problem
Calls are coming in. Opportunities are slipping out.
Customers don't see departments. They see one dealership. A missed call, cold transfer, rushed answer, or broken callback promise affects the entire relationship.
The training
Six sessions. One dealership-wide standard.
Each 90-minute session combines practical instruction, real dealership scenarios, role-playing, and manager coaching. The goal is behavior change—not another binder collecting dust.
SESSION 02
Ask Better Questions
Discover what customers actually need without sounding scripted or interrogating them.
SESSION 03
Create Clear Next Steps
Appointments, service scheduling, parts inquiries, confirmations, and helpful solutions.
SESSION 04
Handle Difficult Calls
Price questions, objections, repair delays, frustrated customers, and calm resolution.
SESSION 05
Follow Through
CRM notes, missed-call recovery, callbacks, handoffs, and no-show follow-up.
SESSION 06
Coach and Improve
Call evaluations, role-play certification, scorecards, and manager accountability.
The DigitalCarGuy process
Simple enough to remember. Strong enough to use every day.
A common five-step process gives every department the same foundation while allowing natural, human conversations.
01
ConnectMake the customer feel welcome.
02
DiscoverUnderstand the real reason for the call.
03
SolveHelp accurately or own the next step.
04
ConfirmAgree on what happens next, who owns it, and when.
05
Follow ThroughDocument and deliver on the promise.
What the dealership gets
Training tools your team can actually use.
Frontline coaching
Six instructor-led sessions, participant workbooks, department-specific scripts, practice exercises, and real-world homework.
Manager tools
100-point call scorecard, coaching conversations, weekly reviews, and a 30-day reinforcement plan.
Measurable improvement
Track call handling, appointment conversion, callback completion, CRM follow-through, and customer issue resolution against your baseline.
Training is available in virtual or on-site formats. We'll discuss the right approach for your dealership during a discovery conversation.
Frequently asked questions
Good questions before we start.
Is this only for the sales team?
No. It's built for Sales, BDC, Service, Parts, Reception, managers, and other customer-facing touchpoints.
Are employees expected to memorize scripts?
No. We use practical word tracks and a consistent process while encouraging natural, respectful conversations.
Do managers participate?
Yes. Managers learn how to review calls, coach behavior, and reinforce standards after training.
Can the sessions be customized?
Yes. Role-plays and coaching priorities can be tailored to the dealership's customer experience and operational needs.
How do we get started?
Start with a conversation about your current call-handling process, biggest opportunities, and training format.
Vtech Dealer IT × The DigitalCarGuy
Stop losing the customer between the ring and the result.
Let's look at your phone process, identify where opportunities are leaking, and talk about a practical training plan for your team.
Text to Discuss Phone TrainingPrefer to call? (229) 251-2462
