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And I forgot to add don't leave out your service and parts advisors! They need good phone skills as well. Get them in a room and mystry shop the competition, we are doing this now with our service advisors, and it's make a difference. Do you want your service customer to hear: "service John here.....yep.....uh hu.....yeah just come on in". no, you want them to hear "good afternoon Duke service this is John, how may I help you" followed by yes and no mam, getting phone number, full name and email to confirm the appointment - and then market them!