Dealership terms, in plain English.
Fifteen terms that come up when you talk about dealer CRMs, websites and SEO.
- BDCBusiness development center
The team that handles incoming leads and outbound follow-up by phone, text and email, and sets appointments for sales and service.
- RORepair order
The document that records a service visit: the customer's concern, the work done, parts, labor and the total. Each service visit opens one.
- F&IFinance and insurance
The department that arranges financing and offers products like service contracts and GAP after a customer agrees to buy.
- Speed-to-lead
How long a new lead waits for its first real reply. Usually measured in minutes during open hours.
- VDPVehicle detail page
The web page for a single unit in inventory: photos, price, specs and a way to ask about it.
- SRPSearch results page
The inventory listing page that shows many units at once, filtered by make, model, price and so on.
- ADF/XMLAuto-lead Data Format
An XML format the auto industry uses to send leads between websites, lead providers and CRMs, usually by email.
- DMSDealer management system
The store's core system for deals, accounting, inventory, parts and service. The CRM and the website both depend on its data.
- GBPGoogle Business Profile
Your listing on Google Search and Maps: address, hours, phone, photos and reviews. Dealers often need one for sales and one for service.
- CRMCustomer relationship management
Software for tracking customers and everything your team does with them. Ours counts that activity against daily goals.
- Upsell
Offering a customer more than they came in for: a higher trim, an accessory, or additional service work recommended during a visit.
- Be-back
A customer who visits, leaves without buying, and returns. Good follow-up turns more first visits into be-backs.
- Desking
Working out a deal's numbers (price, trade, payment, terms) and presenting them to the customer, usually by a sales manager.
- 10DLC10-digit long code
The US registration system for businesses that text customers from regular 10-digit phone numbers. Required before business texting at scale.
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