#23 - Monday Minute | Random Process, Random Results
About this episode
Dealers already have a sales process, but it’s often accidental—so results become unpredictable. The host argues for writing down a step-by-step road to the sale, defining how each phase of the customer journey is handled, and training it consistently so salespeople don’t improvise. He highlights how post-sale follow-up keeps customers happy and prevents leads from falling through the cracks, and notes that intentional processes create predictable growth and better closing probability.
Welcome to the Monday Minute — your weekly reset to lead better, think clearer, and build your independent dealership with intention. Every dealer has a sales process. The question is whether it's intentional or accidental. If it's not written down and trained consistently, every salesperson on your lot is making it up as they go — and the path of least resistance is never the path to growth. One customer gets a great experience. The next gets confusion. One lead gets followed up. The next falls through the cracks. That's not a business. That's a gamble.In this episode, Jeff and Luke get specific about what a real road to the sale looks like — from the first phone call and appointment setting, to the lot greeting, vehicle presentation, test drive, credit application, deal build, close, and the follow-up call most dealers are still skipping. They break down why your process has to match your model — retail, BHPH, wholesale, and highline all run differently — and why scripts don't have to sound robotic to eliminate confusion and build customer confidence. Top athletes practice fundamentals. Your sales team should too.
Your assignment this week: write down your road to the sale, step by step. Define how your dealership handles each phase of the customer journey. Review it with your team. Refine it. Practice it. Because random processes create random results — and intentional processes create predictable growth.
Review this week's Sunday newsletter at TheIndependentDealer.com for the full theme and exercises.
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buy here, pay here
"Buy here, pay here is going to be a little different than wholesale."
Buy here, pay here is when the car dealer also arranges the loan and then you make payments to the dealer. It’s often used when buyers can’t get approved through a regular bank loan.
Buy here, pay here (often shortened to BHPH) is a dealership financing model where the dealer finances the customer directly and collects payments themselves. It’s commonly used for customers who may not qualify for traditional bank auto loans, so the dealer’s sales process and credit workflow are tightly integrated.
wholesale
"Buy here, pay here is going to be a little different than wholesale."
Wholesale is when cars are sold to other businesses (like other dealers) instead of being sold directly to the public. The process is usually more about inventory and less about individual customer financing.
Wholesale refers to selling vehicles in bulk or to other dealers rather than directly to retail customers. In a wholesale-focused operation, the sales process is more about sourcing and moving inventory than running a customer-by-customer financing and objection-handling workflow.
Highline
"And Highline is a completely different animal based on the economy or inventory where you're selling."
Highline is dealer slang for selling higher-end cars to customers who expect a more premium experience. It usually means the sales approach and expectations are different than for cheaper or more credit-focused sales.
Highline is used in dealer talk to describe a higher-end sales approach where the customer base, pricing expectations, and sales process differ from entry-level or credit-challenged models. The “animal” comment implies it changes how the dealer manages inventory and customer experience based on the market conditions.
appointment setting process
"Out of the first phone call sound and look, what's your appointment setting process?"
Appointment setting is the steps a dealership uses to get a customer to come in at a specific time. It’s important because it helps turn interest into an actual visit.
An appointment setting process is the structured workflow for turning initial contact (like a first phone call) into a scheduled customer visit. In retail automotive sales, it’s a key step because it determines how many leads convert into showings and test drives.
credit application
"Credit application, building the deal out in your DMS, closing the deal, overcoming objections."
A credit application is where the dealership collects information to see if you qualify for financing. It’s what the lender uses to decide whether to approve the loan.
A credit application is the formal process of collecting a customer’s financial information to determine eligibility for auto financing. In dealer operations, it’s a critical step that directly affects approval outcomes and the structure of the deal.
DMS
"Credit application, building the deal out in your DMS, closing the deal, overcoming objections."
DMS is the dealership’s computer system for managing sales and paperwork. It helps organize leads, customer info, and the steps needed to finalize a car deal.
DMS stands for Dealer Management System, the software dealerships use to manage leads, customer records, inventory, and deal paperwork. When the host says “building the deal out in your DMS,” they mean using that system to structure the transaction and track it through to closing.
overcoming objections
"Credit application, building the deal out in your DMS, closing the deal, overcoming objections."
Overcoming objections means handling the customer’s concerns during the buying conversation. It’s how a salesperson responds to questions or worries so the customer moves forward.
Overcoming objections refers to the sales tactics used when customers raise concerns—like price, payment amount, or trust issues—during the negotiation. It’s a repeatable part of the sales process where the salesperson responds to specific reasons for hesitation.
following up after the sale
"And then most important, following up after the sale, make sure your customer's happy."
Following up after the sale means checking in after the customer buys a car. The goal is to make sure they’re happy and to ask for referrals to bring in new customers.
Following up after the sale is the post-purchase outreach process used to confirm the customer is satisfied and to encourage future referrals. The host frames it as a major source of additional leads, especially when leads are otherwise ignored or dropped.
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