BDC Scripts for Dealerships: Inbound Calls, Appointments and Service

Car sales phone scripts give a dealership BDC the same goal, questions and wording on every call, so callers get a straight answer and a firm next step. This guide has copy-ready scripts for inbound sales calls, new internet leads, confirmations, service calls, common objections and voicemail, plus a scorecard for checking calls.

At a glance

• Every BDC script in this guide starts with one stated goal, such as a set appointment or a booked service visit, because a call without a goal usually ends without a next step.
• Inbound callers should get an answer to the question they asked, including availability and price, before a BDC representative asks for an appointment.
• Outbound sales calls must follow the FTC Telemarketing Sales Rule, which limits calling hours to 8:00 a.m. to 9:00 p.m. at the customer's location unless the customer has agreed otherwise.
• A short call scorecard, used on a few recorded calls per representative each week, shows whether the scripts are being used and where they need rewriting.

How to use these BDC scripts

BDC scripts work best as a fixed structure with flexible wording: the goal, the questions and the commitments stay the same, while the representative speaks naturally. Dealer forums have argued about this for years. In a 2008 DealerRefresh guest post on phone scripts in the BDC, a BDC manager described rewriting a rigid script repeatedly before moving to a flexible guide built on transition phrases and regular role-play; commenters split between strict scripts for consistency and word tracks that let staff find their own phrasing. The post is old, but the trade-off has not changed.

The scripts below follow four rules:

• One goal per call. Each script names the result the call is meant to produce. Everything else on the call supports that goal.
• Brackets are required fields. Replace every [bracket] with real details from the CRM record or the caller. A script read with a generic vehicle or a wrong name sounds worse than no script.
• Answer first, then ask. Callers phone with a question. A 2018 Digital Dealer article on inbound sales calls advises answering callers' questions, pricing questions included, and always setting a follow-up action.
• Record the outcome. Every call ends with a note in the CRM: what the customer wanted, what was agreed and the next step with a date.

If the dealership records calls, the recording notice comes before everything else in these scripts. Wording for greetings, outbound calls and transfers is in the guide to call recording laws for dealerships; check it with the dealership's attorney before use.

Inbound sales call script

The goal of an inbound sales call is a set appointment with a named person, a confirmed vehicle and the caller's name and mobile number in the CRM. Most inbound sales calls start with one of a few questions: whether a vehicle is available, what it costs, what a trade is worth or what incentives apply. A 2006 Auto Dealer Today article on incoming calls named inventory, price, trade and incentives as the four common inquiries and advised training new staff to turn each one into an appointment rather than building an overcomplicated script.

Greeting and name exchange

Thank you for calling [Dealership], this is [name]. How can I help you today?

Happy to check that for you. Who am I speaking with? And in case we get disconnected, what's the best mobile number to reach you?

Answering the availability question

Let me pull it up while we talk. The [year make model] in [color], stock number [stock], is showing in stock right now. Is that the one you saw online, or were you looking at a few?

Confirm availability in the inventory system while the caller is on the line. If the unit is sold or in transit, say so and offer the closest match; a customer who arrives to find the vehicle gone rarely trusts the next answer.

Answering the price question

The advertised price on that one is [price as listed online]. Taxes and fees depend on where you register it, and your trade and any incentives you qualify for can change the final number. The quickest way to get an exact figure is to have [salesperson or manager] prepare it before you come in. Would you like me to do that?

Give the advertised price as it appears on the dealership's own listing. Do not guess at payments, rebates or trade values on the phone; promise a prepared figure instead and make sure someone prepares it.

Setting the appointment

I can have the [model] pulled up and ready, with numbers prepared. I have [time one] or [time two] on [day]. Which works better for you?

Perfect. You'll be meeting [name]. Bring your driver's license, and if you're trading, your title or payoff details. I'll text you the address and the appointment details now. Can you read the day and time back to me so I know I've got it right?

What the representative must capture before hanging up

• Full name, mobile number and, where offered, email.
• The vehicle of interest and any alternatives mentioned.
• Trade-in details: year, make, model and approximate mileage.
• Whether the caller has agreed to receive texts, recorded as the dealership's texting policy requires.
• The appointment, the person they will meet and what will be ready.

Outbound call script for a new internet lead

The goal of the first call to a new internet lead is to confirm what the customer asked about, answer the question in the lead and set an appointment or a clear next contact. Call as soon as the lead arrives during business hours. The guides to dealership lead response time and speed to lead research cover what published studies say about timing.

Hi [first name], this is [name] with [Dealership]. You sent us a question a few minutes ago about the [year make model]. Did I catch you at an OK time?

You asked about [the question in the lead, e.g. availability or trade value]. Here's what I found: [answer]. Was there anything else you wanted to know about it?

The easiest way to see whether it fits is to drive it. I can have it ready for [time one] or [time two]. Which is better?

If the customer is not ready for a visit, agree on the next contact instead of pushing: "No problem. Would it help if I sent a short video of the [model] and checked back on [day]?" Log that date as a task.

Voicemail for a new internet lead

Hi [first name], it's [name] at [Dealership] about the [year make model] you asked about. I've checked it and have an answer for you on [the question in the lead]. You can call or text me at [number]. Again, [name], [number].

Keep the voicemail under 30 seconds, give one reason to call back and say the number twice. Follow it with a text only if the customer has agreed to receive texts.

Appointment confirmation and no-show call scripts

A confirmation call's goal is a spoken "yes, I'll be there" or a new time, not just a message left. The dealership's guide to appointment show rate sets out a full confirmation sequence, including text wording; the call scripts below fill the phone steps in that sequence.

Day-before confirmation call

Hi [first name], this is [name], [title] at [Dealership]. I'm calling to confirm tomorrow at [time] with [salesperson] for the [model]. We'll have it ready and the numbers prepared. Is that time still good for you?

Is there anything you'd like us to have ready, like a trade appraisal or a second vehicle to compare?

Same-day no-show call

Call within an hour of the missed time. The goal is a rebooked appointment without making the customer feel caught out.

Hi [first name], [name] at [Dealership]. We had you down for [time] today to see the [model] and wanted to make sure everything's OK. Plans change. Would later today or [day] work better?

If the customer says they bought elsewhere, thank them, ask what made the difference and mark the lead as lost with the reason. That reason is useful coaching material later.

Inbound service call script

The goal of an inbound service call is a booked appointment with the customer's concern written in their own words, so the advisor and technician start with accurate information. Service calls also include status questions, which need a different short script.

Booking a service appointment

Thank you for calling [Dealership] service, this is [name]. Are you calling to book a visit or to check on a vehicle that's already here?

I can help with that. What's the year, make and model, and roughly how many miles? And what's it doing, or what would you like us to look at?

Write the concern as the customer says it: "grinding noise from the front when braking, started last week", not "check brakes". Ask when it happens (cold start, highway speed, turning) and whether any warning lights are on.

I have [time one] or [time two] on [day]. Will you wait with us, or will you need a ride or to drop it off?

You're booked for [day] at [time] with [advisor]. We'll start with a diagnosis of the [concern], and [advisor] will call you with what we find and an estimate before any repair work is done.

Do not quote a repair price before diagnosis unless the dealership has a fixed menu price for the job. Offer a loaner, shuttle or rental only if the dealership actually has one available for that day.

Status call: "Is my vehicle ready?"

Let me check right now. Can I have your last name or the phone number on the repair order?

[Advisor] has it [status, e.g. waiting on a part due Thursday]. I'll have [advisor] call you by [time] with an update. Is this the best number?

Never guess at a completion time. Pass the message to the advisor with a callback time and check that the callback happens. Service teams handling long repairs can use the update cadence in the guide to RV service scheduling, which applies to any repair that takes more than a few days.

Objection responses for BDC calls

Objection responses, often called word tracks, keep the conversation going by acknowledging the concern and offering a smaller next step. Use them as responses to what the customer actually said, never as a way to talk over a refusal.

"Just give me your best price."

I understand, you want to know you're getting a fair deal. The advertised price is [price]. Your final number depends on your trade, any incentives you qualify for and how you're paying, and I don't want to give you a figure that changes later. If I have [manager] prepare the full numbers, can I text them to you and set a time to go over them?

"I'm just looking."

That's exactly the right time to call. What are you comparing it against? I can tell you how the [model] differs, and if it's worth a look, we can set a time with no pressure to decide that day.

"I need to talk to my spouse or partner."

Of course. Would it make sense to find a time when you can both come in, so you can drive it together? Evenings or weekends?

"I'll call you back."

No problem. So I don't chase you at a bad time, when would be better: tomorrow morning or later this week?

"Another dealer has it cheaper."

Thanks for telling me. Can you share which vehicle and the price you were quoted? I'll check that we're comparing the same model, trim and fees, and have [manager] look at it before you decide.

Service: "That's more than I expected."

I understand. [Advisor] can walk you through what's needed now and what can wait, so you can decide what to do today. Would that help?

If a customer says no twice, accept it, confirm how they would like to be contacted in future and log the reason. A customer who asks not to be called again goes on the dealership's internal do-not-call list immediately.

Outbound calling rules to check before scripts go live

Outbound sales calls from a BDC are telemarketing calls under the FTC Telemarketing Sales Rule, so the scripts and call lists must follow its timing and do-not-call rules. The points below summarize the federal text; they are not legal advice, and state laws can add their own requirements, so the dealership's attorney should review the calling policy.

• Calling hours. Under 16 CFR 310.4(c), telemarketing calls are restricted to between 8:00 a.m. and 9:00 p.m. local time at the called person's location unless the person has given prior consent. Customers who live in another time zone count.
• National Do Not Call Registry. Section 310.4(b)(1)(iii)(B) bars sales calls to numbers on the registry unless the seller has the person's signed, written agreement to be called or an established business relationship, and the person has not asked the seller to stop calling.
• Established business relationship. The definition in 16 CFR 310.2(q) covers a purchase, rental, lease or financial transaction within the 540 days before the call, or an inquiry or application within the 90 days before the call. An internet lead that is more than 90 days old, with no purchase, may no longer qualify.
• Company-specific requests. When a customer asks the dealership to stop calling, the request applies even if the number is not on the national registry. Record it in the CRM so every department sees it.
• Texts are separate. Text messages have their own consent and opt-out rules, covered in the guide to text messaging for car dealerships.

How to score calls against the scripts

Scoring a small sample of recorded calls each week is the quickest way to see whether scripts are being followed and which lines need rewriting. The 2006 Auto Dealer Today article recommended the same approach: a phone check sheet that the representative and manager review together. A BDC manager can use the scorecard below, one point per item, on two or three calls per representative each week.

1. Recording notice given where the dealership records calls.
2. Representative gave their name and the dealership name.
3. Caller's name captured in the first minute.
4. Mobile number captured or confirmed.
5. The caller's actual question answered, with information checked in the inventory or service system.
6. Price, availability or timing stated accurately, with no guessed figures.
7. Two specific appointment times offered.
8. Appointment or next contact agreed, with the person and what will be ready.
9. Customer read back the day and time.
10. CRM note and next task logged before the next call.

Patterns matter more than single scores. If several representatives lose points on the same item, rewrite that part of the script rather than coaching each person separately. Tracking which calls came from which source, covered in the guide to dealership call tracking, shows whether problems cluster around one lead source or department.

A dealership that wants an outside view of where calls and follow-up are losing appointments can request a complimentary Revenue Leak Audit from Shiftix Cloud.

Where dealership software supports phone scripts

Software cannot make a representative follow a script, but the right tools put the customer's history in front of the representative and make reviewing calls faster. In Shiftix Cloud, the Unified Customer Inbox keeps phone, email, SMS and website form conversations in one assigned view, and inbound calls can ring to the right team, depending on the voice setup enabled for the dealership. Where enabled, Aria AI Assistant call flows can collect a caller's name and reason for calling, and Aria AI Assistant can prepare conversation summaries and suggested follow-ups for staff to review and approve; Aria AI Assistant is human-controlled and does not act on its own. The Signal Call Intelligence page describes reviewing available sales conversations for tone, objections, questions and follow-through, and grouping recurring objections and questions into themes, which is useful input when rewriting the objection responses above. Recording consent remains the dealership's responsibility.

Next steps

The right starting point depends on where the BDC's calls are weakest today:

• No written scripts yet: start with the inbound sales call and inbound service call scripts, because those calls come in every day whether or not anyone follows up.
• Scripts exist but appointments do not show: add the confirmation and no-show calls, and follow the sequence in the guide to raising appointment show rate.
• Calls go unanswered: fix coverage first; the guide to missed call text-back covers what to do when nobody picks up.
• New representatives joining: pair these scripts with the first-30-days checklist in the guide to what a BDC representative does.

Frequently asked questions

What is the difference between a BDC script and a word track?

A BDC script is the full structure of a call, from greeting to booked appointment, while a word track is a short response to one situation, such as a price objection. Most dealerships use both: a script so every call covers the same steps, and word tracks so representatives can respond naturally when a caller goes off course. Representatives should learn the goal and key questions of the script rather than memorizing every word.

How often should a dealership update its BDC scripts?

A dealership should review its BDC scripts at least every quarter and whenever call scores show the same weak point across several representatives. Scripts also need updating when something they mention changes, such as the recording notice, the appointment process, service hours, loaner availability or the person customers are told they will meet. Keep one current version in a shared place and remove old copies so representatives do not use outdated wording.

Should a BDC representative leave a voicemail on every call?

A BDC representative should usually leave a short voicemail on a first call to a new lead or on a confirmation call, because the message gives the customer a reason and a number to call back. On repeated attempts the same day, a second voicemail adds little. Keep each message under about 30 seconds, mention the specific vehicle or appointment, and say the callback number twice.

Do RV, marine and powersports dealers need different BDC scripts?

RV, marine and powersports dealers can use the same call structure but should change the questions. An RV buyer may need to discuss towing capacity or a delivery walkthrough, a boat buyer may ask about a water test or storage, and a powersports buyer may be comparing models across brands. Service scripts should also ask about seasonal timing, such as winterization in the fall or commissioning before the spring season, because many of these service visits are seasonal.

Calls are often where a dealership's leads and service customers slip away without anyone noticing. To see where that may be happening in your store, request a complimentary Revenue Leak Audit. Shiftix Cloud reviews lead response, follow-up, conversion, customer retention, accountability and workflow, then walks through the findings with you. There is no obligation and no software purchase required.

Sources

• eCFR: 16 CFR 310.4, Abusive telemarketing acts or practices
• Cornell Law School LII: 16 CFR 310.2, Definitions
• DealerRefresh: Using phone scripts in your dealer's BDC (2008)
• Digital Dealer: How to handle inbound sales calls (2018)
• Auto Dealer Today: Squeeze the most out of every incoming call (2006)
• Shiftix Cloud: Unified Customer Inbox
• Shiftix Cloud: Signal Call Intelligence
• Shiftix Cloud: Aria AI Assistant