Expand Your Car Sales: Kickstart the Process by Addressing Potential Customers' Inquiries
In the rapidly evolving world of online car sales, consistency is paramount in dealing with customer inquiries. Top-performing auto dealership groups don't leave online responses to chance, as demonstrated by the 2025 Pied Piper Internet Lead Effectiveness (ILE) Auto Dealer Group Study.
The study, which ranked dealership groups based on their responsiveness to internet leads, found a 50-point spread between the highest- and lowest-ranked groups, indicating much room for improvement in the industry.
One of the key findings of the study was the importance of using text messages and phone calls strategically. Instead of relying on speed alone, these communication methods are used to build rapport and provide real answers, thereby enhancing the customer experience.
The study reported an improvement in the industry's ILE score due to faster email and phone follow-ups and increased use of text messaging to answer specific questions. Top-performing groups operate centralized Business Development Centers (BDCs) staffed by trained, full-time professionals who are measured on lead response time and quality.
Herb Chambers Auto Group, based in Dorchester, MA, scored 81 in the 2025 study, while Ken Garff Automotive Group, Salt Lake City, scored 75. Napleton Automotive Group, based in Loves Park, IL, ranked first in the study with a score of 91, marking the first time a dealership scored above 90.
Napleton Automotive Group's owner, Brian Napleton, attributes their success to taking online responses seriously and making a good first impression. Dealers who embrace this evolving playbook are not just winning awards, but also winning business.
The "human advantage" formula for top-performing auto dealerships involves human, personalized, and immediate engagement through texting or chat. This means dealerships use real humans to respond promptly and conversationally via text or chat, which builds an intimate, ongoing relationship rather than simply sending brochures or automated replies.
By adopting this formula, dealerships can expect several improvements. Customers switch from making phone calls to texting dealerships, increasing communication frequency and convenience. More nuanced, detailed customer inquiries happen via text, allowing dealers to better understand and meet customer needs. This enhanced communication builds trust and customer loyalty, leading to repeat business from customers who feel well-treated online.
Sales improvements are implied through better engagement and a closer customer relationship, driven by fast, human, and context-aware responses. Staffing BDCs with dedicated agents who can follow structured communication protocols is important for effective online response.
In summary, this “human advantage” formula is centered on timely, personable texting interactions which foster deeper relationships and likely increase sales, though exact sales improvement percentages were not provided in the search results. Other improvements like efficiency and handling more inquiries simultaneously are also reported, freeing phone lines and allowing staff to focus on more qualified leads.
The emphasis on texting's effectiveness suggests significant positive impact on sales conversion rates after adoption. Dealerships looking to improve their online response should consider establishing or refining their BDCs to ensure consistency in communication.
- The "human advantage" formula for top-performing auto dealerships highlights the significance of personalized lifestyle conversations, such as home-and-garden tips, through texting or chat, as it establishes a closer connection and builds customer loyalty.
- To achieve optimal car-maintenance and electric-vehicles service inquiries responses, dealerships can benefit from utilizing text messaging, like sharing helpful advice on battery health and charging stations, which demonstrates a committed and approachable demeanor.
