Find Out How Your Team Actually Handles Leads

You're spending thousands on leads every month. Do you know what happens when those leads reach your BDC? Not what your team tells you happens — what actually happens. Mystery shopping removes the guesswork and gives you an honest, unfiltered look at how your dealership handles phone calls and internet leads.

Dealer Intelligence Group provides BDC coaching and mystery shopping for franchise dealerships across the Southeast. We don't just identify where the process breaks down — we coach your team through fixing it, month after month, with ongoing accountability.

How It Works

We conduct anonymous phone and internet inquiries to your dealership, posing as real customers with real buying scenarios. We evaluate how your BDC and sales team handles the interaction — response time, tone, qualifying questions, appointment-setting technique, follow-up process, and overall professionalism. The results are compiled into detailed reports that show you exactly where your team is strong and where deals are leaking out of the process.

But the report is just the starting point. We follow it up with coaching sessions focused on the specific gaps we found. This isn't a one-time audit — it's an ongoing cycle of shop, identify, coach, and re-shop to measure improvement.

Performance Monitor

Designed for dealerships that have a functioning internet sales process but need consistent accountability, outside perspective, and incremental improvement.

What You Get

  • 1 Mystery Shop with Full Review — We submit a lead through your website and evaluate your team's response. You receive a detailed review covering response time, contact attempts, appointment-setting technique, and overall professionalism — along with specific recommendations and an action plan to address any gaps identified.
  • 1 Metric Review Call with Action Plans — A focused coaching call where we review your store's conversion metrics and build a short-term action plan with specific, assigned, deadline-driven items. This is not a check-in call — it is a working session that produces deliverables your team can execute immediately.
  • Template Reviews — Ongoing review and optimization of your customer-facing email templates, text sequences, and phone scripts. We audit what your team is actually sending and rewrite it to increase reply rates and appointment conversion.
  • Accountability Reports — After every call, you and your leadership team receive a structured summary documenting shop results, assigned action items with owners and deadlines, and progress on previously assigned items. The GM or Dealer Principal is copied so execution has visibility at the top.
  • Monthly Performance Scorecard — A clear, concise scorecard showing your key conversion metrics over time. You will see whether lead engagement, set rate, show rate, and close rate are improving, flat, or declining — and exactly what we are doing to move each number.

Revenue Recovery

Designed for dealerships that want to aggressively improve their internet closing percentage through comprehensive coaching, competitive intelligence, custom process development, and on-site visits.

What You Get

  • 2 Mystery Shops with Full Reviews — Double the mystery shopping frequency means faster feedback loops. Your team is evaluated twice per month, giving us more data points to track improvement and more accountability touchpoints to drive execution.
  • Weekly Performance Calls — BDC Team Training Review (30 min) — Instead of monthly coaching, your team gets a weekly 30-minute performance call. We review live leads, listen to calls together, score performance in real time, and coach on specific skills. This is the cadence that produces the fastest improvement.
  • Custom Process Plans & Solutions — We design and document a complete internet lead handling process tailored to your dealership, your CRM, and your team structure. This includes day-by-day follow-up sequences, escalation paths, and manager intervention triggers. You get a playbook your team can follow, not generic advice.
  • AI-Powered Training Assist — Your team gains access to AI-assisted training tools that allow them to practice phone calls, objection handling, and appointment-setting scenarios between coaching sessions. Reps can train on their own time, accelerating skill development beyond what coaching calls alone can achieve.
  • Training App Access (Dealer Intelligence Academy) — Full access to our proprietary training platform featuring scenario-based roleplay across internet lead handling, phone skills, objection management, and more. Your team can train, practice, and build skills on demand.
  • Custom CRM/Database Review & Optimization — We audit your CRM setup, lead routing, task automation, and reporting. We identify gaps where leads are falling through the cracks and recommend specific configuration changes to improve workflow efficiency.
  • Quarterly On-Site Store Visits & Training (4 hours) — Every quarter, we come to your store for a half-day of hands-on coaching. This includes observing your team in action, delivering targeted training sessions, meeting with leadership, and building rapport that deepens accountability. The visit replaces one coaching call that month.
  • Monthly Competitor Mystery Shop & Report — We shop one of your local competitors each month using the same methodology. You receive a side-by-side comparison showing exactly how your team's performance stacks up against the competition. This intelligence informs your strategy and gives your team concrete motivation to outperform.

Built on 20+ Years in the Business

Dealer Intelligence Group brings over 20 years of upper-level automotive management experience including roles as General Sales Manager and Platform Manager at franchise dealership groups. The team has worked the desk, managed sales floors, and run BDC operations. When they evaluate your team's performance, they're not checking boxes on a generic scorecard — they're assessing how a real deal would have played out based on what your rep did and didn't do.