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Yago, after listening to the tapes, I forwarded some of the worst calls to the new and used car managers.  The next morning, we went over the tapes and I provided a script (much of it came from Jerry's book) for us to agree on.  That afternoon, we conducted training and drilled on the scripts until we felt that the salespeople were comfortable.  I insisted that we would not play the tapes to avoid embarrassing the salespeople.  I wanted the meeting to be positive.  We chose to go over the statistics (% that got the customer's name, % that asked for a phone number etc.) that was also in Jerry's book. 

Salespeople would hear the managers listening to the phone calls at the desk.  We all conducted one on ones with the salespeople.  Some of the older salespeople wouldn't conform and they were not given calls.  I had complete buy-in from the other managers and the improvement was dramatic.  As we listened to the calls, we could add the customer's name, verify the source and put it into the salesperson's name.  We could track the performance through the CRM.

Cortney, I haven't seen Car Lot Rescues but I can imagine what that would be like. When I said, "I found myself cursing at the monitor ..you f$#king idiot!",  he wasn't talking about the car.  He was asking her if she was married or involved.