digital & data driven selling
Bridging Digital Behavior and In-Store Performance
Mark Rodriguez | Auto Client Care, Inc.
Greater New York Automobile Dealers Association
November 13, 2025 | 10:00 a.m.–4:00 p.m.
Center for Automotive Education & Training, Whitestone NY
Welcome to Your Transformation
Today's about bridging what customers do online with what happens in your showroom. We're diving deep into the reality of modern car buying — and how you can turn digital skepticism into real trust.
What We'll Cover:
  • Modern Buyer Behavior & Market Reality
  • Call Screening Strategies That Work
  • Data-Driven Connection Techniques
  • AI Tools for Personalization
  • Real Conversations That Convert
01
Understanding Today's Buyer
02
Mastering the Call
03
Leveraging Data & AI
04
Converting with Confidence
Let's Start with Something Real
When's the last time a lead ghosted you after you called?
Raise your hand. Be honest. We've all been there. That hot lead from last night? Gone. That email inquiry? Radio silence. The trade-in valuation request? Vanished.
Here's the truth: It's not you. It's the system. And today, we're going to fix it together.
The Numbers Don't Lie
90%
Start Online
Over 90% of auto buyers begin their journey with digital research before ever thinking about visiting a dealership.
1 in 5
Answer Calls
Only one in five potential customers actually picks up when dealerships call. That's an 80% disconnect rate.
15%
Connect Rate Drop
Business connect rates have dropped over 15% this year alone due to call screening technology.
Sources: Cox Automotive 2025, ClickPoint Software, Plura AI
The Digital Disconnect
What Buyers Want
Authentic Connection
Real conversations with people who understand their needs
Personalized Communication
Messages that reflect their specific interests and timeline
Transparent Information
Clear, honest answers without pressure tactics
What They're Getting
Automated Templates
Generic emails that could be sent to anyone, anywhere
Pushy Follow-Ups
Rapid-fire calls and texts that feel like harassment
Spam-Flagged Numbers
Calls that get blocked before they even ring
That gap? That's the disconnect. And that's our opportunity.
Market Reality: Cost & Patience
64%
Affordability Concerns
Buyers cite cost as their number one barrier to purchase
45%
Extended Research
Shopping timelines are 45% longer than pre-2023
3.2
Dealer Visits
Average number of dealerships contacted before buying
Today's buyers aren't just shopping — they're strategizing. They're comparing, calculating, and waiting for the right moment. Your job? Meet them where they are with empathy and expertise.
Source: Urban Science, 2025
Defection Data: The Clues You're Missing
What Is Defection Data?
Every lost sale leaves a trail. Defection data shows you who bought elsewhere, when they bought, and sometimes even why they walked away.
This isn't about blame — it's about learning from the pattern and adapting your approach.
Track the Journey
See exactly where engagement dropped off
Identify Patterns
Spot trends in timing, vehicle type, and demographics
Adjust Strategy
Use insights to refine your follow-up process
Three Metrics That Matter Most
Days to Sale
When engagement peaks and when it drops. Most leads go cold between days 3–7 if not nurtured properly.
Defection Type
Did they buy the same brand elsewhere, or switch to a competitor? Each tells a different story.
Traffic Type
Internet lead, walk-in, or phone inquiry? Each source converts differently and requires unique handling.

Pro Tip: Segment your CRM by these three categories. You'll immediately see where your process is leaking opportunities.
Reflection Time
Where are you losing most leads — before or after the call?
Before the Call
  • Leads go cold during initial email exchanges
  • No response to automated messages
  • Website visits but no engagement
After the Call
  • Calls go to voicemail repeatedly
  • Initial conversation doesn't lead to appointment
  • Appointment set but customer no-shows
Be honest with yourself. The answer will shape your strategy for the rest of today.
Let's Talk About Why Your Calls Aren't Connecting Anymore
The technology changed. The game changed. But most dealerships haven't.
Call Screening: The New Reality
Apple & Google Changed Everything
Both tech giants now screen unknown numbers by default. Before your call even rings, the customer sees a preview screen asking why you're calling.
Over 55% of U.S. smartphone users now actively preview callers before deciding to answer. If your dealership's number isn't recognized — or worse, flagged as "Spam Risk" — you're invisible.

The Bottom Line: Your best script means nothing if the phone never rings on their end.
Source: ClickPoint Software, 2025
The Fallout Is Real
15%
Connect Rate Drop
Business connect rates have fallen at least 15% this year alone
70%
Spam Flagging
Dealership numbers flagged as potential spam by carriers
3.1
Call Attempts
Average number of attempts needed before a lead answers
If your number says "Spam Risk," you've already lost. The customer never hears your voice, never gets your message, and never knows you tried to help.
Source: Plura AI, 2025
Strategy: Text Before You Call
Warm Up the Connection
Before you dial, send a quick text. It's simple, respectful, and dramatically increases your connect rate.
"Hi [Name], this is [Your Name] at [Dealership]. I just tried reaching you about the [Vehicle]. Is now a good time for a quick call?"
This one move transforms you from "unknown caller" to "expected contact." You're giving them control, which builds trust instantly.

Bonus: Even if they don't answer your call, they now have your number saved and are more likely to call back.
Live Exercise: Beat the Screen
Role-Play Challenge
The Scenario:
You're calling a lead who submitted an inquiry last night. Their phone asks: "Why is this person calling?"
You have 20 seconds to state your reason in a way that makes them want to answer.
1
Pair Up
Find a partner at your table
2
Practice
Take turns playing customer and rep
3
Refine
Share your best version with the group
Let's hear what you came up with!
☕ Morning Break
15 Minutes
Grab coffee, stretch your legs, check your messages. We're diving into the Inbound Call Framework when you return at 11:30 a.m.
Inbound Call Framework Overview
Every great call follows a structure. Not a script — a framework. This gives you flexibility while keeping you focused on what matters: building trust and earning the appointment.
1
Intro Pause
Slow down, establish control
2
Build Value
Ask questions that show you care
3
Exchange
Earn their information naturally
4
Appointment
Close with a small commitment
Master these four steps, and your conversion rate will skyrocket.
Step 1: The Intro Pause
"Let me grab a pen so I can better assist you."
This single sentence changes everything. It:
  • Slows the call down (preventing rushed, transactional energy)
  • Shows you're listening (you're taking notes because they matter)
  • Earns control (you're now guiding the conversation)

The pause also gives you a moment to breathe, center yourself, and prepare to really listen.
Try it on your next call. You'll feel the difference immediately.
Step 2: Build Value
Ask Discovery Questions That Show You Care
Your goal isn't to pitch the car — it's to understand the person. When you ask the right questions, you position yourself as a consultant, not a salesperson.
Understand Their Situation
"What brings you to the market right now?"
"Is this for you, or someone else in the family?"
Clarify Their Timeline
"When are you hoping to make a decision?"
"Is this an immediate need, or are you just starting to explore?"
Learn Their Priorities
"What's most important to you — safety, fuel economy, space, or something else?"
"Have you had a chance to test drive anything yet?"
The more you understand, the more you can help. And help is what earns trust.
Step 3: The Exchange
"Let me go to work for you."
This phrase reframes the entire interaction. You're not trying to sell them — you're trying to serve them.
When you position yourself as their advocate, they naturally want to give you the information you need: contact details, trade-in info, budget range, financing preferences.

Key Insight: Information flows when trust is present. Never force it. Earn it.
Step 4: The Appointment
"If the vehicle's available, when can you stop in?"
Notice the language here. You're not asking if they want to come in — you're assuming they do, and you're just clarifying when.
Small Commitment
You're asking for 30 minutes of their time, not a decision to buy.
Conditional Language
"If it's available" creates urgency without pressure.
Natural Progression
If you've built value, this ask feels like the logical next step.
The best closes don't feel like closes. They feel like agreements.
Winning Words Grid
These nine phrases can transform any conversation. They're simple, genuine, and disarming. Use them to diffuse tension, build rapport, and show respect.
Pick any two. Role-play how you'd use them without sounding scripted.
Coach Cue: Practice Makes Permanent
Your Turn
Pick two phrases from the Winning Words Grid. Think of a recent call or interaction where one of these could have helped.
01
Choose Your Phrases
02
Recall a Real Scenario
03
Rehearse Out Loud
04
Share with a Partner
The goal isn't perfection — it's muscle memory. The more you practice, the more natural these phrases become.
Quick Reflection
How many of these words do you naturally use every day?
Be Honest:
  • Do you say "No problem" or "No worries"?
  • Do you acknowledge frustration with "I understand"?
  • Do you show confidence without arrogance?
The Challenge:
Pick one phrase you don't use regularly and commit to using it three times this week.
Small shifts in language create big shifts in results.
🍽️ Lunch Break
1 Hour
Fuel up, recharge, and get ready for the afternoon. We're diving into CRM & Data Mastery plus AI Tools when we return at 1:30 p.m. sharp.
CRM & Data Mastery
Your CRM Isn't Data — It's People in Progress
Too many reps see their CRM as a digital filing cabinet. It's not. It's a living map of human behavior, intent, and opportunity.
Every click, open, revisit, and inquiry is a signal. Your job is to read those signals and respond with the right message at the right time.

Mindset Shift: Stop managing leads. Start understanding people.
Hot Signal Examples
These are your talk triggers — the moments when a lead is screaming (silently) for your attention.
Opened Email 3×
They're interested but hesitant. A follow-up call or personalized text can tip the scale.
Watched Video Fully
They're visualizing themselves in the vehicle. Strike while the emotion is hot.
Revisited Trade-In Page
They're doing the math. This is the perfect time to offer a trade evaluation or equity update.
Clicked Multiple Times
High engagement = high intent. Don't let this one go cold.
Pro Tip: Set alerts in your CRM for these behaviors. React within an hour for maximum impact.
From Data to Dialogue
The Active Listening Loop
Use what you know to show them you're paying attention. It's the simplest way to build instant credibility.
"Let me make sure I got this right — you were looking at the [Model] in [Color], correct?"
This small confirmation does three powerful things:
  1. Shows you reviewed their inquiry
  1. Confirms their interest
  1. Opens the door for them to add or correct details
Data becomes dialogue when you use it to connect, not just to transact.
AI for Connection
AI doesn't replace you. It reveals you.
Artificial Intelligence is here to amplify your humanity, not eliminate it. It helps you personalize faster, respond smarter, and sound more human — not less.
Speed
Draft replies in seconds, not minutes
Personalization
Tailor every message to the individual
Consistency
Maintain your voice across all channels
Scale
Manage more leads without sacrificing quality
Free AI Tools for Dealerships
You don't need a massive budget to leverage AI. Here are powerful, accessible tools that can transform your workflow today.
ChatGPT
Craft custom replies, refine scripts, brainstorm follow-up angles
Syllaby / Blogify
Turn written content into video training clips for your team
NotebookLM / Otter.ai
Summarize calls, extract key insights, create coaching notes
Descript
Create recap clips for team huddles and training sessions

Most of these tools offer free tiers or trials. Start experimenting this week.
Prompt Example 1: Internet Lead
Scenario: Lead Clicked "Get Quote"
The Prompt:
"Write a 30-second video intro for a lead who clicked 'Get Quote' on a 2024 Honda CR-V. Be warm, enthusiastic, and mention I'm checking availability right now."
AI-Generated Script:
"Hey [Name], this is Mark from [Dealership]! I saw you requested a quote on the 2024 CR-V — great choice. I'm checking availability as we speak and want to make sure you get all the info you need. Give me a call back when you have a sec, or I'll try you again shortly. Talk soon!"
Record this as a quick video text. Instant personal connection.
Prompt Example 2: Service to Sales
Scenario: Customer's Warranty Expires Soon
The Prompt:
"Create a friendly text for a customer whose warranty expires in 3 months. Suggest they explore upgrade options and mention current lease deals."
AI-Generated Text:
"Hi [Name], just a heads-up — your warranty is ending soon. If you've been thinking about upgrading, now's a great time. We've got some solid lease deals on 2025 models. Want me to send you a quick comparison? No pressure — just here to help!"
Service customers are your warmest leads. Don't miss this opportunity.
Prompt Example 3: Equity Mining
Scenario: 3-Year Lease Upgrade Opportunity
The Prompt:
"Draft a personalized email for a customer with positive equity in their 3-year lease. Emphasize the upgrade benefit and invite them to schedule a trade evaluation."
AI-Generated Email:
Subject: You've Got Options, [Name]
"Hi [Name], I wanted to reach out because your lease is coming up, and you might have more equity than you think. That means you could upgrade to a newer model without much out-of-pocket. Want to explore your options? Let's set up a quick 15-minute call or stop by anytime. I'll do the homework for you."
Equity mining is a goldmine. Use AI to scale your outreach without losing the personal touch.
Prompt Example 4: Post-Delivery
Scenario: Thank-You After Vehicle Purchase
The Prompt:
"Write a thank-you message that feels handwritten. The customer just bought a new Accord. Make it warm, genuine, and offer help with any questions."
AI-Generated Message:
"Hey [Name], just wanted to say thanks again for choosing us — and congratulations on the new Accord! If you have any questions about features, maintenance, or anything else, I'm just a call or text away. Enjoy the ride, and welcome to the family!"
The sale doesn't end at delivery. It's the start of a relationship — and a referral source.
Reflection on AI
How could AI save you one hour a day — without losing your voice?
Drafting Replies
Let AI write the first version. You add the heart.
Summarizing Calls
Transcribe and highlight key moments for follow-up.
Creating Training Content
Turn your best practices into quick video guides.
The question isn't whether to use AI. It's how to use it in a way that amplifies your authenticity.
☕ Afternoon Break
15 Minutes
Quick recharge. We're doing a live mystery shop when you return at 3:00 p.m. — you won't want to miss this.
Live Mystery Shop: Introduction
Let's hear how it sounds when a real customer calls.
We're about to do something most trainers avoid: a live call, right here, right now. No edits. No safety net. Just real interaction.
I'm going to call one of your stores (with permission) and walk through an inbound inquiry. Pay attention to:
  • Tone and pacing
  • Trust-building moments
  • Use of Winning Words
  • How information is exchanged
  • The path to an appointment

Remember: This isn't about perfection. It's about connection. Let's see how it plays out.
The Demo: Mark Makes the Call
🎙️ LIVE CALL IN PROGRESS
[Mark conducts a live mystery shop call with a volunteer dealership from the group]
As you listen, ask yourself:
What emotion did you feel during that call?
Where did trust start to build?
What would you have done differently?
Debrief the Call
Let's Break It Down Together
What Worked
  • Tone: warm, conversational, not rushed
  • Intro Pause: established control early
  • Discovery Questions: showed genuine curiosity
  • Winning Words: diffused tension naturally
What Could Improve
  • Missed opportunity to confirm email/phone early
  • Could have asked about trade-in sooner
  • Appointment language could have been more assumptive
Group Question: What would you change to earn the next appointment faster?
Key Insight from the Call
The customer doesn't care how much you know until they know how much you care.
That phrase gets repeated in every sales training — but did you hear it in the call?
Every question Mark asked was designed to understand first, not pitch first. The trust built in the first 90 seconds carried the entire conversation.

Action Item: Listen to one of your recorded calls this week. Count how many questions you asked before you started selling. The ratio matters.
Key Takeaways from Today
1. Relationship > Transaction
Every interaction is an opportunity to build trust. Scripts die. Connection wins.
2. Data Drives Connection
Use CRM insights to personalize every conversation. Hot signals are talk triggers — act on them fast.
3. AI Enhances, Not Replaces
Leverage AI to amplify your humanity. Speed + personalization = scalable connection.
The Framework in Action
Bringing It All Together
Text Before Call
Warm up the connection
Intro Pause
Slow down and listen
Discovery Questions
Understand before you sell
Exchange
Earn their information naturally
Appointment
Close with a small commitment
This isn't theory. It's a proven playbook. Use it starting tomorrow.
Your Personal Challenge
Be the rep who listens more than you talk.
Here's your challenge for the next 30 days:
Week 1: Text Before Call
Warm up every cold lead with a quick text before dialing.
Week 2: Master the Intro Pause
Use "Let me grab a pen" on every call. Track your conversion rate.
Week 3: Ask More Questions
Commit to asking at least 3 discovery questions before pitching.
Week 4: Leverage AI
Use one AI tool to personalize follow-ups. Measure the results.
Motivational Close
"Your raise becomes effective the moment YOU do."
You arrived with skills. You leave with a system.
The tools are in your hands. Now go make the choice to work it and help people buy cars the right way.
Resources & Next Steps
Don't Let Today End Here
Download the Slides
Email me for a PDF copy
get notebook lm
Free Google tool
Schedule a Follow-Up
Let's discuss custom training for your team
This is just the beginning. Let's keep the momentum going.
Thank You
Let's Keep Helping People Buy Cars the Right Way
Mark Rodriguez
Auto Client Care, Inc.
📞 973-986-1055
It's been an honor.
Now go make it happen.