Customer Opportunity Review · Source Module

Source Material · The Next Contact

Phone & Video Script

Coach the first customer contact after the review so follow-up feels specific, useful, and connected to the prior visit.

The follow-up should not sound like a cold call. It should reference the customer's prior visit, explain why the dealership is reaching out, use the Four Promises, and make the next step easy. This module teaches managers how to coach the exact video, text, phone, and voicemail sequence before the customer is contacted.

Step 1 · Watch

Start with a coordinated contact sequence

This clip explains how video, text, phone, voicemail, manager follow-up, and CRM notes should work together. The goal is not to randomly touch the customer. The goal is to create a specific, confident, connected next contact.

★Big Idea

Why This Matters

Follow-up should feel connected, not cold

A customer who has already been in the store should not receive a generic call. The manager should coach the salesperson to connect the follow-up to the customer's prior visit, the vehicle or situation they were considering, and the reason the dealership is reaching out.

A good follow-up sequence gives the customer context before the phone rings. The video puts a face to the name. The text tells the customer the video is waiting. The phone call creates the conversation. The voicemail sets the next expectation if there is no answer. The CRM preserves the result.

Core operating point The next customer contact should be planned before it happens. The manager should know the message, the owner, the channel, the due time, and what result must be documented.
Weak follow-up

Called customer. Left message.

Manager-ready follow-up

Sent personalized video through CRM referencing the customer's prior Explorer visit. Texted that the video was sent. Called customer and asked whether it was a good time. Reconnected the prior visit, asked what prevented the customer from moving forward, and set the next contact window. CRM updated with message, result, and next action.

Step 2 · Follow-Up Contact Sequence Map

One coordinated sequence, not random attempts

The next contact is a sequence: prepare the customer story, send the video, send the text, make the call, leave the voicemail if needed, and document the result with a scheduled next action.

1Prepare the customer story

Know when the customer was in, what they looked at, why they were shopping, and what stopped the deal.

2Send the video

Put a face to the name. Use confidence, energy, eye contact, and a clear reason for reaching out.

3Send the text

Let the customer know the video was sent and that a call is coming.

4Make the phone call

Ask permission, reconnect the prior visit, and ask the one question.

5Leave the voicemail if needed

Reference the video and text, and give the next contact window.

6Document and schedule next action

CRM must show what was sent, what was said, what happened, and when the next contact occurs.

SEQUENCEOne contact plan

Operating Truth

Video, text, phone, and CRM should work as one contact plan.

The goal is not to create disconnected attempts. The goal is to make the next contact feel specific, useful, and connected to the customer's prior visit.

Step 3 · Understand the Contact Pieces

What each piece does

Video first

The video creates familiarity and puts a face to the name before the call.

Text supports the video

The text tells the customer the video is waiting and prepares them for the call.

Ask permission

“Did I catch you at the right time?” lowers pressure and earns the conversation.

Reference the visit

“If you recall…” or “Records indicate…” reminds the customer this is connected to their prior interaction.

Ask the one question

“What prevented you from buying a car when you were in the store?” gets to the real concern.

Set the next expectation

The customer should know when the next contact will happen and what to do if the time does not work.

The Four Promises The reason-for-the-call should be framed by the Four Promises: we will get you the information you need, we will make sure the vehicle is the perfect fit, we will let you make the decision with no pressure, and we will work on your time frame.

Step 4 · Manager Inspection

Inspect the message before the contact

A manager is not only checking whether the salesperson called, texted, or sent a video. The manager is inspecting whether the contact was prepared, specific, sequenced, and documented.

  • Customer story — do we know it before contacting them?
  • Video — did it reference the prior visit?
  • Reason — did the message explain why we are reaching out?
  • Delivery — did the salesperson use energy, confidence, and eye contact?
  • Text — did it tell the customer the video was sent?
  • Permission — did the call ask permission before moving forward?
  • Reconnect — did the call reconnect the customer to the prior visit?
  • Four Promises — did the salesperson use them?
  • One question — did the salesperson ask it?
  • Voicemail — if no answer, did it set the next contact window?
  • Next action — was it assigned with a due time?
  • CRM — was the result documented?
  • Hand-off — could another manager open the CRM and know what happened?
Core coaching question Did we coach the message before the customer was contacted, or did we just tell someone to follow up?

Coaching Language

Manager Word Track

Practical language a manager can use when coaching the salesperson — short, direct, and operator-led.

“When I inspect this follow-up, I am not asking whether you touched the customer. I am asking whether the contact had a plan.

  • What is the customer story?
  • What did we send first?
  • What did the video say?
  • What did the text say?
  • What question are we asking on the call?
  • If they do not answer, what voicemail are we leaving?
  • What is the next contact window?
  • What result must be documented in CRM?

The goal is not random activity. The goal is a coordinated contact that gives the customer a reason to respond.”

What should trigger coaching

  • Salesperson was told to “call the customer” with no message plan.
  • Video was generic and did not reference the prior visit.
  • Text did not explain that a video was sent.
  • Call did not ask permission before moving forward.
  • Salesperson did not ask the one question.
  • Voicemail did not set the next contact expectation.
  • Follow-up attempts were disconnected across video, text, and phone.
  • CRM says “left message” but does not show what was sent or said.
  • No next contact window was assigned.
  • Manager cannot tell what the customer heard.

Step 5 · Practice

Coach the next customer contact

Choose one unsold customer from the 30% list. Build the next contact plan before the salesperson contacts the customer. Load the example to see one full plan — context, the coordinated scripts, and the CRM note.

Example Contact Plan

A training example only — not a real CRM record. Nothing is loaded from or saved to any customer system.