BDC Phone Script: Sample Calls for Dealership BDC Agents

A BDC phone script gives agents a reliable path through the calls they handle every day: inbound sales calls, internet lead follow-up, voicemails, appointment confirmations and no-shows. The best ones are not speeches. They are frameworks with a few good phrases that an agent can say naturally, in their own voice, so every buyer gets a clear, helpful call.

The short answer: a good BDC phone script follows five steps: a warm greeting with your name, confirmation of the exact vehicle, a real answer to the buyer's question, one or two helpful questions about their needs, and an offer of two specific appointment times. Agents should adapt the wording to sound like themselves.

Below are sample scripts for the most common BDC calls, with notes on why each part matters. Use them as starting points and shape them to your store.

What makes a good BDC phone script

Before the samples, a few principles that apply to every call:

• Steps, not lines. Agents should know what each call needs to accomplish. The words can vary.
• The vehicle comes first. Buyers call or inquire about a specific car. Confirming it early shows you were listening.
• Answer the question. If the buyer asked about price, the call should address price. Avoiding it erodes trust.
• Specific next steps. Two appointment times beat "come in whenever".
• Short and warm. Most BDC calls work best when they are friendly and efficient.

Many BDC agents already do all of this without thinking. A script simply helps everyone hit the same steps, including new agents and anyone covering a busy Saturday.

Inbound sales call script

An inbound call is the buyer reaching out to you. Their interest is high right now. The goal is to help quickly and set a firm appointment.

Vehicle, price and names are invented for illustration. For more on inbound calls, see how to turn a phone up into an appointment.

Internet lead follow-up call script

When a buyer submits a lead online, a quick phone call alongside the email often reaches them while they are still thinking about the vehicle. The call should be short and focused.

Always ask if it is a good time. Buyers often submit leads at work or in a busy moment, and respecting that makes the rest of the call easier.

Old lead check-in call

Calls to older leads that went quiet should be especially light. The buyer may have bought elsewhere, changed plans or simply been busy.

Give the buyer an easy, polite way to say "not now", and note their answer in the CRM so the next call comes at the right time. Respect any contact preferences, and keep telemarketing rules such as the National Do Not Call List in mind for older leads.

Transferring a call to sales

Sometimes the right move is to bring in a salesperson or manager. A good transfer keeps the buyer from repeating themselves.

A warm transfer like this makes the buyer feel the store is one team. If no one is free, offer a call-back at a specific time instead of a long hold.

Voicemail script

Many follow-up calls reach voicemail. A good voicemail is short, specific and easy to act on.

Keep it under about 30 seconds. Say the number slowly, twice. Mention the vehicle, because the buyer may have sent several inquiries. Follow up with a text or email if you have consent, so they can reply in whatever way is easiest. The phone number shown is a placeholder.

Appointment confirmation and no-show scripts

Confirmation calls are where many appointments are kept or lost. They should feel like a friendly heads-up, not a check-up.

Confirmation call, the day before

No-show follow-up call

No guilt and no pressure. Most no-shows are about timing, and a kind follow-up often recovers the visit. Our guide to BDC appointment show rate covers confirmations and reminders in more depth.

Handling common questions on BDC calls

A few questions come up on almost every BDC call. It helps for agents to know in advance how the store wants them answered.

Every store handles price and payments a little differently, and that is a decision for each dealer. For a deeper look at the price question, see how to answer "what's your best price?".

Making scripts sound natural

The difference between a script that works and one that does not is usually delivery. A few habits help agents make any BDC phone script their own:

1. Learn the steps, then say them in your own words.
2. Use the buyer's name, but not in every sentence.
3. Listen for what the buyer cares about, and follow it before returning to the steps.
4. Smile while talking. It really does come through.
5. Slow down for numbers, names and stock numbers.

Agents who sound natural usually have one thing in common: they know the inventory and the steps so well that they can relax and focus on the person. Those agents are great to hear on recordings, and their calls often make the best examples for the rest of the team.

If your BDC records calls, make sure callers are told. In Canada, privacy laws such as PIPEDA generally require businesses to give notice and explain why calls are recorded. This is general information and not legal advice.

Hearing how the scripts sound on real calls

A script on paper and a script on the phone can be two different things. The best way to know how yours sounds is to listen. Lock's BDC mystery shopping tests speed to lead and appointment setting: our shoppers call and send leads about real vehicles in your inventory, and every call is recorded.

You get the recordings, a scorecard on more than 20 criteria, a written breakdown and results by agent and by criterion. Managers use that material for team meetings and one-on-ones in whatever way suits them, often starting with what went well. Our phone mystery shopping page explains how calls are scored.

A BDC phone script is a starting point. The real test is how it sounds to a buyer on a Tuesday evening. If you would like to hear that for yourself, see how dealership mystery shopping works.