Who owns the opportunity?
Clarify routing rules, working hours, reassignment, manager visibility and escalation for every lead source.
Lead management & store execution
Protect every opportunity after the customer raises a hand.
A practical assessment of lead routing, response quality, appointment discipline, manager escalation and reporting across internet, chat, phone and third-party opportunities.
For General Managers, COOs, Sales Directors and BDC leaders who need clearer ownership and more consistent execution from lead receipt through showroom outcome.
info@dealerperformanceadvisors.com →Questions leadership should be able to answer
Evidence before assumptions.
The assessment is organized around decisions leadership needs to make—not platform activity or generic best-practice scores.
Is the first response useful?
Review speed, message quality, vehicle relevance, next-step clarity and customer continuity.
Are appointments being created?
Evaluate contact strategy, appointment language, confirmations, reminders and missed-appointment recovery.
Can leadership trust the report?
Align CRM statuses and activity measures with meaningful outcomes and coaching priorities.
Assessment scope
What DPA examines.
Scope is adjusted to the dealership's rooftops, brands, vendors, systems and decision timeline. Findings distinguish verified evidence, observed risk and items requiring additional data.
Independent operational consulting. No vendor or outcome is predetermined.
01
Lead-source routing and ownership
Reviewed in the context of the dealership's customer journey, operating model and executive objectives.
02
Response time and message quality
Reviewed in the context of the dealership's customer journey, operating model and executive objectives.
03
Phone and missed-call handling
Reviewed in the context of the dealership's customer journey, operating model and executive objectives.
04
Appointment-setting process
Reviewed in the context of the dealership's customer journey, operating model and executive objectives.
05
Confirmation and reminder cadence
Reviewed in the context of the dealership's customer journey, operating model and executive objectives.
06
Manager escalation
Reviewed in the context of the dealership's customer journey, operating model and executive objectives.
07
CRM status discipline
Reviewed in the context of the dealership's customer journey, operating model and executive objectives.
08
Lost-lead and unsold follow-up
Reviewed in the context of the dealership's customer journey, operating model and executive objectives.
09
Scorecards and coaching rhythm
Reviewed in the context of the dealership's customer journey, operating model and executive objectives.
Executive deliverables
Built to support a decision.
Outputs are concise enough for leadership and detailed enough to assign, correct and measure.
Lead-flow and ownership map
Clear evidence, implications and recommended ownership for leadership review.
Response-quality observations
Clear evidence, implications and recommended ownership for leadership review.
Appointment-process assessment
Clear evidence, implications and recommended ownership for leadership review.
Escalation and coaching framework
Clear evidence, implications and recommended ownership for leadership review.
Leadership scorecard recommendations
Clear evidence, implications and recommended ownership for leadership review.
Illustrative framework
See how evidence becomes executive action.
Review a sample structure with finding, evidence, impact, owner and next step—without an invented client or outcome.
Executive FAQ
Clear scope. Independent perspective.
The first conversation defines the decision, available evidence, stakeholders and timing.
Can DPA assess both centralized and store-level BDC models?
Yes. The operating model is evaluated against the dealership’s actual staffing, hours, brands, lead volume and accountability structure.
Does the work require replacing the CRM?
No. Process and ownership issues can often be addressed within the existing technology before a platform change is considered.
Can phone opportunities be included?
Yes. Scope can include inbound calls, missed calls, call routing and the relationship between phone activity and CRM follow-up.
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Connect the full dealership journey.
Start with one urgent question or combine workstreams into a broader performance assessment.
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Explore service →Driven by results
Bring the decision. DPA will help establish the evidence.
Start with one rooftop, one market, one vendor or one executive priority.