AI Shopping + Car Dealerships

AI Car Shopping Assistants​

Core Transformation​

AI assistants eliminate manual research effort, delivering transaction-ready buyers to dealerships. This transforms dealers from information/negotiation centers into product delivery hubs, enabling higher sales volume with optimized staffing.


1. Research Aggregation & Organization​

Shopper Benefit:
No more "Google pogo-sticking" between sites - AI assistant automatically harvests and refines personalized information
Dealer Impact:
Higher quality leads as buyers arrive research-complete, dramatically reducing staff time per transaction


2. Smart Vehicle Discovery​

Shopper Benefit:
Personal AI assistant continuously matches preferences against market inventory
Dealer Impact:
Higher conversion rates as inventory shown only to matched, qualified buyers in active purchase mode


3. Trade-In Optimization​

Shopper Benefit:
Real-time, multi-source valuation creates confidence in trade-in value
Dealer Impact:
Faster transaction cycles with pre-qualified trades increases possible deals per day


4. Total Cost Analysis​

Shopper Benefit:
Clear understanding of ownership costs including payments, insurance, maintenance
Dealer Impact:
Pre-qualified buyers with realistic budget expectations enable more efficient transactions


5. Streamlined Purchase Execution​

Shopper Benefit:
95% reduction in paperwork time through automated document processing
Dealer Impact:
Minimal negotiation and automated processing enables dramatic increase in transactions per staff member


Key Result: AI assistants handle the heavy lifting of research and qualification, delivering informed buyers ready to focus on product rather than process. This enables dealers to significantly increase sales volume while optimizing staff levels.
CopyRetry

AI Shopping + Car Dealerships

a personalized app for car shopping will likely pop up soon
My 2017 Design Challenge: "How would you destroy AutoTrader?"
Shopper facing Concept Mockup: Click Here

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Your Car Buying Assistant.
  • Glide learns about you then goes out to the Internet and brings you back money saving ideas! The more you use Glide, the smarter Glide gets.
SHOP FOR YOUR NEW CAR... ANONYMOUSLY
  • Glide shops for you at Car Makers, Car Dealers, Banks, AutoTrader, Kelly Blue Book and more! Next, Glide organizes it all for you and keeps you aware of price changes.
You'll love Glide so much! It'll even fill out your paper work in the dealership!

p.s. It's a MOCKUP, be nice ;-)

CDPs will be as inaccurate as CRMs

I have a friend that does BDC Consulting. She told me that the first thing she does when she goes into a dealership is go through the workflows that are set up in their CRM System. Over half of these CRMs have never had any workflows set up. They are in their "out of the box" state and were never properly taken through an Onboarding Process.
Guarantee this hasn't changed. When we were installing the Dealer.com/DealerTrack CRM, from 2012 to 2015, I don't recall hearing about a single store that didn't want to use our prebuilt workflows. Only a very small handful had made adjustments to the flows that were installed in their last CRM. This was hundreds of dealerships.

Right @john.quinn?

The workflows I built as a dealer were only changed a few years ago. I had been gone for over a decade before I noticed some of my old templates stopped hitting my inbox.
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CDPs will be as inaccurate as CRMs

I've seen it from both sides. Some partners aren't great for dealers at all and only are in it for themselves. Some partners are great for dealers but bad actor dealers try to use them looking for an 'easy button' to sell more cars etc. What I've personally seen is the bad actors lack the ability to put processes in place or lack the change management to use the tool given to them.

You can buy any fancy tool off the shelf to help build a boat. But if you don't know how to use it properly the boat isn't going to float.

Sometimes the tool is too progressive or complicated and the usage can get lost in translation. Whose fault is this? The vendor for making a complex tool or dealer who hired inflexible management unwilling to learn new skills?

My gut is most new tools being developed are technologically outpacing a lot of traditional dealerships ability to process them. As I know you've learned, being complacent and not asking questions isn't going to cut it these days.
Speaking to CRM specifically, that technology has been outpacing dealerships for quite some time.

I have a friend that does BDC Consulting. She told me that the first thing she does when she goes into a dealership is go through the workflows that are set up in their CRM System. Over half of these CRMs have never had any workflows set up. They are in their "out of the box" state and were never properly taken through an Onboarding Process. I asked her why she thought that was. Her response was right along the lines of what we are discussing here......they are complex systems and very difficult to set up unless you have a dedicated person that can do it. This discussion was about 5 years ago.
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Modified CRM Round Robin

Elead, vin, and socket all do this now. just limit the number of leads per person. on a round robin delivery. sales people 1 and 2 get 300 leads each 3 and 4 get 200 each and 5 gets 100. Simple.

personally i think they shouldn't have leads since they cant keep up with the follow-up. but that's another story
Round Robin between 1-5 equally until 5 gets to 100, so everyone evenly splits the first 500.
Round Robin between 1-4 equally until 3 & 4 get to 200, so 1-4 evenly split leads 501-900.
Round Robin equally between 1 & 2 for the remainder of the month.

While you say that it is simple, it won't work (in my opinion).

Modified CRM Round Robin

Elead, vin, and socket all do this now. just limit the number of leads per person. on a round robin delivery. sales people 1 and 2 get 300 leads each 3 and 4 get 200 each and 5 gets 100. Simple.

personally i think they shouldn't have leads since they cant keep up with the follow-up. but that's another story
There is a different approach for BDC vs Internet Sales Teams vs Cradle to Grave Salespeople. BDCs with an effective auto-dialer and workflow system can take north of 100 to 200 leads in a month no problem. Internet Sales Teams being fed from that BDC should be able to take up to 75 but general sales people who are taking lot-ups, phone ups, and cradle to grave web leads should be capped at the 45 web lead range, IMO.
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FRIKINtech How good is AI at getting appointments? No BS example.

AI+CRM = AI personal assistants.​

1732450085635.png

1. Introduction:
Adding LLM's into CRM systems represents a paradigm shift in the automotive retail industry. This high-level document explores how LLM's are set to redefine sales tasks and CRM practices, making reps more efficient and customer-centric than ever before.

2. CRM Tasks Replaced by LLMs:
  • Automating Routine Administrative Tasks
  • Personalized Customer Assistance

3. LLMs as Sales Reps' Personal Assistants:
  • Enhancing Customer Interactions
  • Streamlining Workflows
  • Real-time Information Support

4. Impact on Current CRM KPIs:
  • Evolution of Traditional KPIs
  • Introduction of New KPIs

The Importance of AI Utilization Rate: AI Utilization Rate will become a critical KPI, reflecting how effectively AI personal assistants UX improves sales processes.

Misc Thoughts
AI is to work what the gasoline engine was to the horse. LLM's ability to make order from chaos means the AI rollout into our highly fragmented automobile dealership industry will blossom into new levels of dealer profitability. From a Dealer Principal's POV, AI's ability to empower your staff will reshape the entire dealer organizations' structure. From Wall Street's POV, AI is the gasoline Wall Street needs to roll up this industry. Its highly likely, Aimee Allen, MBA,Haig Partners, Steve Greenfield and other strategic thinkers will be shifting projections as the AI Gold Rush unfolds.

(Full article - linkedin 2023)
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FRIKINtech How good is AI at getting appointments? No BS example.

Why are dealers so interested in Ai doing "people" work?

FORD: 100 RFQ emails sent, 24 hrs later, 21 replied, 13 sent a quote.
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TOYOTA: 100 RFQ emails sent, 24 hrs later, 17 replied, 9 sent a quote.
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TAKEAWAYS:
When I show these vids to my car guy pals, they go into self defense mode explaining why these 2 vids are flawed. From my seat, this is what opportunity looks like.

Modified CRM Round Robin

Organizing could really improve if someone put to work a merit based system. Truly, there is no absolute way to grade salespeople; all you have to do is monitor their effectiveness on their sales tasks by charting task accomplishment rates or percentages, follow up regularity, note clarity, and the extent of lead conversion. What you could do was assign a weighted score to each of these and apply it in making the necessary tweak on the lead distribution.
Oh My God, a weighted score on each metric. This is fucking brilliant. Why didn't I think of that? :egads:

FRIKINtech How good is AI at getting appointments? No BS example.

AI removes friction. 'AI' stores will see higher revs and be more profitable.

Stock investors will like this concept:
$CVNA: Carvana Co., 13,700 employees
$AN: AutoNation Inc., 21,000 employees
$LAD: Lithia Motors Inc., 21,150 employees
$GPI: Group 1 Automotive Inc., 13,000 employees
$ABG: Asbury Automotive Group, 14,200 employees
$SAH: Sonic Automotive Inc., 10,200 employees
$KMX: CarMax Inc., 27,000 employees
(AI gen list)

Modified CRM Round Robin

@Dan Sayer How does your group of stores ensure all sales calls are entered into the CRM? Do managers manually verify this by comparing TotalCX call logs with the CRM, or is it automated? I'm asking because you mentioned prioritizing hunt/queue routing based on close rates and appointments. Obviously, if reps selectively enter calls, that will inflate their metrics. We do it manually, but it's such a time suck.
This past winter, we significantly improved our ability to track all calls with confidence by implementing TotalCX’s PBX system along with its tracking tools (InteractivTel/TotalCX/CallRevu/whatever they are now lol). Each salesperson has their own extension and direct inward dialing (DID) number. This setup allows us to track and record all inbound and outbound calls, including those made from extensions and DIDs.

TotalCX’s system includes AI-based call reviews, which tag “Opportunity” calls in its tracking dashboard. However, daily call reviews are more efficient using DriveCentric’s call log (TotalCX integration). DriveCentric automatically tags each call with the customer’s name (if they exist in the CRM) and the Deal Status, if applicable. Managers can quickly skim AI-generated call summaries in DriveCentric’s log view to bypass irrelevant calls like “where's my title” or “service didn’t answer, so I pressed 2.”

I encourage managers to build a habit of spot-checking calls rather than attempting to review every single one. Consistent spot checks often reveal recurring themes with individual salespeople, enabling targeted coaching.

Our team has a high success rate in capturing accurate contact details because we train them to say, “The number showing on my caller ID is XYZ ABC. Is this the best number to reach you?” This direct approach avoids overused scripts like, “In case we get disconnected, what’s the best number to reach you?” where a shopper can just say "don't call me". Are their opportunities to improve? Always.

Modified CRM Round Robin

@Dan Sayer How does your group of stores ensure all sales calls are entered into the CRM? Do managers manually verify this by comparing TotalCX call logs with the CRM, or is it automated? I'm asking because you mentioned prioritizing hunt/queue routing based on close rates and appointments. Obviously, if reps selectively enter calls, that will inflate their metrics. We do it manually, but it's such a time suck.

Modified CRM Round Robin

@Tallcool1
Last year, I think I shared on this forum how we implemented a “Moneyball” approach with our sales teams. We broke down lead performance (Internet, Phone, Walk-In) into stages from Lead to Sold. At a quarterly planning event, I had managers map their salespeople on an X-Y matrix showing lead volume vs. conversion rates for phone and internet. The result? The following month was our best ever for phone and internet, as managers started directing leads to top converters and away from underperformers. However, this success was short-lived—lasting about 45 days.

The Challenge:
Redirecting leads to top performers eventually overloaded them, causing their pipelines to degrade. In cradle-to-grave sales setups without a BDC, the more deals reps close, the less time they have to nurture new leads. I’ve seen this firsthand—after a 30-car month, my pipeline would stagnate, leading to an 18-22 car month afterward. The key is understanding each rep’s capacity to prevent overload. An “on one week, off the next” strategy might help balance the workload.

Our Current Strategy:
I now run weekly calls with individual store managers focusing on salespeople’s performance at every stage:

• Lead to Engaged
• Engaged to Appt Set
• Appt Set to Show
• Show to Sold

Each stage presents a unique coaching opportunity. Instead of just looking at Lead to Sold, we pinpoint weak spots in the sales funnel and coach accordingly, ensuring reps can re-enter the rotation (hopefully the next week) without overloading others.

Key Metrics & Tools:

• Lead Caps: We’ve identified that some reps perform best with 20 leads/month, while others excel with 70. For cradle-to-grave reps, 45 leads/month is a typical cap.
• Distribution Rules: Using DriveCentric, we manage lead distribution rules based on schedules and even differentiate between new and used leads. For phone calls, we prioritize appointment setters in the hunt/queue ring order.
• Ongoing Review: Weekly and 30-day trend reviews are essential. This helps spot patterns and address downturns before they affect performance.

Results:
Last month, our group averaged:

• 13.8% Internet close rate (5 stores exceeded 15%; two struggled due to new management).
• 30%+ Phone close rate with reliable phone tracking.
• 5% Bad Lead Rate.

This approach requires intense management—reviewing 60+ salespeople weekly and addressing performance issues. While not all store-level managers lean into this level of detail, those who do see a significant impact on their store’s success.

I'd love to offer you any help you need @Tallcool1. You can always hit me up. Thanks.
Thank you! I appreciate your input.

Modified CRM Round Robin

@Tallcool1
Last year, I think I shared on this forum how we implemented a “Moneyball” approach with our sales teams. We broke down lead performance (Internet, Phone, Walk-In) into stages from Lead to Sold. At a quarterly planning event, I had managers map their salespeople on an X-Y matrix showing lead volume vs. conversion rates for phone and internet. The result? The following month was our best ever for phone and internet, as managers started directing leads to top converters and away from underperformers. However, this success was short-lived—lasting about 45 days.

The Challenge:
Redirecting leads to top performers eventually overloaded them, causing their pipelines to degrade. In cradle-to-grave sales setups without a BDC, the more deals reps close, the less time they have to nurture new leads. I’ve seen this firsthand—after a 30-car month, my pipeline would stagnate, leading to an 18-22 car month afterward. The key is understanding each rep’s capacity to prevent overload. An “on one week, off the next” strategy might help balance the workload.

Our Current Strategy:
I now run weekly calls with individual store managers focusing on salespeople’s performance at every stage:

• Lead to Engaged
• Engaged to Appt Set
• Appt Set to Show
• Show to Sold

Each stage presents a unique coaching opportunity. Instead of just looking at Lead to Sold, we pinpoint weak spots in the sales funnel and coach accordingly, ensuring reps can re-enter the rotation (hopefully the next week) without overloading others.

Key Metrics & Tools:

• Lead Caps: We’ve identified that some reps perform best with 20 leads/month, while others excel with 70. For cradle-to-grave reps, 45 leads/month is a typical cap.
• Distribution Rules: Using DriveCentric, we manage lead distribution rules based on schedules and even differentiate between new and used leads. For phone calls, we prioritize appointment setters in the hunt/queue ring order.
• Ongoing Review: Weekly and 30-day trend reviews are essential. This helps spot patterns and address downturns before they affect performance.

Results:
Last month, our group averaged:

• 13.8% Internet close rate (5 stores exceeded 15%; two struggled due to new management).
• 30%+ Phone close rate with reliable phone tracking.
• 5% Bad Lead Rate.

This approach requires intense management—reviewing 60+ salespeople weekly and addressing performance issues. While not all store-level managers lean into this level of detail, those who do see a significant impact on their store’s success.

I'd love to offer you any help you need @Tallcool1. You can always hit me up. Thanks.
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Dealership Local SEO with GeoSERP

It doesn't show: Chicon, The Domain, Dirty 6th or East 6th.
but it has the New airport.
Just joking!

I did "Keep Austin Weird" for a few years. Very few people these days even know what it really means or why Whole Foods is the devil incarnate. I'm talking about the post flood era.

Back on Point:

It's better but "Austin, Texas" doesn't work.
I broke it on the first try. Took me 5 tries to figure out the obvious reason why.

"ausitn,t" works though.

It doesn't recognize the " " _space

Thanks for the feedback! On it to see if can adjust - know in the API for location (which is pulled from Google I believe) there is no space - odd I know.. but will see if we can adjust so there is a space.
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Dealership Local SEO with GeoSERP

I thought you were a bot. sorry.

The drop down for the location doesn't recognize the state / country. So, when you put in a famous city it sees the city name but then the state/country is [City, US] ... hard to figure out what state it is.
Just wanted to let you know - made a couple of adjustments and showing a bit more detail now:

Screenshot 2024-11-21 at 9.28.38 AM.png

Shawn

AI Shopping + Car Dealerships

We've been tinkering with optimizing for AI such as ChatGPT. We've only glanced at Perplexity but we've been working with others for about the past year. I agree with many of you, that AI Engines will become a growing segment in traffic.

For dealers, there's a few places they can look at to ensure they show up for AI searches. I'd start with making more Q&A or FAQ style content and not just on your website but also on platforms like Facebook. Reviews also seem to be important as well. On the more technical side, look at your schema and make sure everything is filled in at a minimum. Schema is read by many of the engines.

Some Engines have specific mechanism so make sure you use those to your advantage. For example, Perplexity has their Pages feature. If I had to take a wild guess, I'd say their engine probably reads through the content on Pages and adds it to their knowledge base.
Yes, each engine relies on accurate, current, and valuable content to show the best results possible.

AIOs show less than 5% of the time on mobile and 3.75% on desktop—& lower for the Autos & Vehicles categories.

Here are the stats for the past 30 days for mobile.

2024-11-20_15-55-47.png

AI Shopping + Car Dealerships

We've been tinkering with optimizing for AI such as ChatGPT. We've only glanced at Perplexity but we've been working with others for about the past year. I agree with many of you, that AI Engines will become a growing segment in traffic.

For dealers, there's a few places they can look at to ensure they show up for AI searches. I'd start with making more Q&A or FAQ style content and not just on your website but also on platforms like Facebook. Reviews also seem to be important as well. On the more technical side, look at your schema and make sure everything is filled in at a minimum. Schema is read by many of the engines.

Some Engines have specific mechanism so make sure you use those to your advantage. For example, Perplexity has their Pages feature. If I had to take a wild guess, I'd say their engine probably reads through the content on Pages and adds it to their knowledge base.
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FRIKINtech Car Dealership Guy says people with equity are trading down

Speaking of which, some people even use their extra funds for things like trading in the markets. If you’re into that, you might like My Funded Fx Discount code for a bit of a boost.
Well, that's a stealthy affiliate spam segue if I've seen one...
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