How do we answer Auto Trader enquiries at 9pm?
Buyers browse in the evening and message several dealers about similar cars. The first useful reply, with the car's details and a time to see it, usually gets the visit. The next morning, they've often booked with someone else.
- A reply within minutes: the car is available, its key details, and two or three test drive slots.
- One or two questions that matter: part-exchange, finance or cash, when they want to buy.
- The test drive booked in your diary and the enquiry updated in the DMS.
- If they don't book, a follow-up the next day with a video walk-round, then a note to a salesperson.
More on why speed matters on our speed-to-lead page.
How do we follow up buyers who went quiet after a test drive?
Someone drives the car, says they'll think about it, and stops replying. Sometimes it's the price, sometimes the part-exchange figure, sometimes they bought elsewhere. Most dealers send one message at most.
- A thank-you the same day, with anything they asked about.
- A check-in a couple of days later asking what's holding them back.
- A note if the car gets another enquiry or a price change, where your policy allows it.
- A reason logged when they buy elsewhere, so you learn from the pattern.
The approach is in how to follow up on a quote.
Who answers the phone when everyone's on the forecourt?
Small dealers are often two or three people handling walk-ins, handovers, collections and the workshop. Calls go unanswered at exactly the busiest times.
| The call | Voicemail | AI receptionist |
|---|---|---|
| "Is the blue Golf still available?" | Rings the next dealer | Checks your live stock and books a test drive |
| "What would you give me for my car?" | Call back later | Takes the registration and mileage for your valuation, and books an appraisal |
| "Can I get finance on it?" | Call back later | Takes their details for your team; doesn't discuss rates or eligibility |
| "Can I book an MOT?" | Call back later | Books a slot in the workshop diary |
| Record of the call | The voicemail | A note on the enquiry in your DMS |
Car finance is FCA-regulated, so finance conversations stay with your authorised team. More on our AI receptionist page, and on what unanswered calls cost in missed calls.
How do we get service and MOT customers back?
Every car you sell has an MOT due date, and every service customer comes due again. For dealers with a workshop, that's steady work that often goes to whichever garage reminds the customer first.
MOT reminders
Built from the MOT due dates in your records, which can be checked against DVSA's MOT history API, open to organisations that register for it.
Service reminders
Timed from the last service in your DMS, with a booking link into the workshop diary.
Changing-car prompts
Past buyers contacted at the age or mileage they're likely to change, with a part-exchange offer.
Reviews after handover
A review request a few days after collection, once the car has settled in.