{"version":"1.0.0","episode":{"title":"#426 - AI Bots in the Dealership: How to Use Them Without Losing The Sale","url":"http://getcarcurious.com/episodes/426-ai-bots-in-the-dealership-how-to-use-them-without-losing-the-sale","audioUrl":"https://anchor.fm/s/8164a88/podcast/play/118161722/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2026-3-8%2F421680935-44100-2-b6c14e3ff13fe.mp3","description":"In this episode of the Independent Dealer Podcast, Jeff Watson and Luke Godwin sit down with Maggie Pugesek, Partner at C&M Coaching, to talk about one of the most misunderstood tools in the dealership right now — AI bots. From lead response and after-hours coverage to the ways salespeople are accidentally killing bot-set appointments, this conversation breaks down how to use AI as a sales asset without losing the human connection that closes deals. What You'll Learn:Why AI bots are a game-changer for after-hours lead response and appointment setting — and where they fall short How salespeople are undermining bots by telling customers \"that was just a bot\" — and how to stop it The right way to train your team to work with AI instead of against it How to use bots to handle low-level follow-up so your best personalities can focus on building relationships What the future of the dealership floor looks like when AI handles the process and people handle the rapportIf you're a buy here pay here or independent dealer trying to figure out how AI fits into your sales process without costing you deals, this episode is your starting point.Support the businesses that support the podcast: Buckeye Risk Services - Reinsurance and wealth strategies for independent dealers. https://theindependentdealer.com/buckeyeBlytzPay - BHPH payment processing with fast funding and text-to-pay. https://theindependentdealer.com/blytzpayIturan GPS - Asset protection and customer management for BHPH and retail dealers. https://theindependentdealer.com/ituranFollow & Connect: Website: www.theindependentdealer.comFacebook Group: @independentautogroup Luke Godwin: @lukegodwin Jeff Watson: /sendtojeffwLike, subscribe, and share this with a dealer who needs to hear it.\n"},"annotations":[{"startTime":13.8,"endTime":24.7,"type":"concept","title":"customer feels like they can't trust the dealer","url":"/glossary/customer-feels-like-they-can-t-trust-the-dealer","quote":"And that's just flashing the report down to zero, because now the customer feels like they can't trust the dealer, right? So you gotta do that training...","canonicalId":"concept:customer-feels-like-they-can-t-trust-the-dealer","priority":0.5,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The speaker connects bot-related messaging to customer trust. If customers believe the dealership is hiding the fact that a bot was involved, it can hurt perceived transparency and reduce sales confidence.","simplifiedExplanation":"They’re saying customers may feel uneasy if they think the dealership isn’t being honest about how they were contacted. That loss of trust can make it harder to close the sale."}},{"startTime":96.3,"endTime":110.1,"type":"concept","title":"Buy Here, Pay Here","url":"/glossary/buy-here-pay-here","quote":"because we are only two weeks out from Buy Here, Pay Here. We're going to half by time to sling airs for you. Yeah, so if you aren't already signed up to be a Buy Here, Pay Here United in Las Vegas,","canonicalId":"concept:buy-here-pay-here","priority":0.9,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Buy Here, Pay Here (often shortened to BHPH) is a dealership model where the dealer sells the car and also finances the purchase directly. Payments are made to the dealer rather than a bank or credit union, which changes how underwriting, collections, and customer communication work.","simplifiedExplanation":"Buy Here, Pay Here means the car lot sells you the car and also handles the financing. Instead of paying a bank, you make payments directly to the dealership."}},{"startTime":171.9,"endTime":179.8,"type":"concept","title":"straw purchase","url":"/glossary/straw-purchase","quote":"you want us to be a little pushy of a customer, you want us to be in a bankruptcy,\nyou want us to see if they will approve a straw purchase,\n[175.7s]  which is one of our favorite things to do because people don't do enough training on that.","canonicalId":"concept:straw-purchase","priority":0.9,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A straw purchase is when someone buys a vehicle (or other item) on behalf of someone else who is not the actual purchaser. The discussion frames it as a compliance and fraud-risk area that requires training to recognize and handle properly."}},{"startTime":239.24,"endTime":243.6,"type":"concept","title":"CRM conversations","url":"/glossary/crm-conversations","quote":"I'm pretty good at renewing, like, reviewing my CRM conversations by text message, but I've been really bad at reviewing phone calls and playing the phone calls back for myself.","canonicalId":"concept:crm-conversations","priority":0.9,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"CRM (Customer Relationship Management) systems track customer interactions—often including texts, emails, and call notes. In a dealership, reviewing CRM conversations helps identify where leads are being lost or where follow-up is breaking down.","simplifiedExplanation":"CRM is the dealership’s system for keeping track of customers and their messages. Looking back at those conversations can show you why someone didn’t buy or where you missed a step."}},{"startTime":316.7,"endTime":320.5,"type":"concept","title":"internet leads","url":"/glossary/internet-leads","quote":"Also your internet leads, people don't pay enough attention to those either. And like Jeff said, I look through my text messages","canonicalId":"concept:internet-leads","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Internet leads are customers who contact the dealership through online channels (forms, chat, ads, or websites). Dealerships often under-monitor these leads, and the conversion rate can hinge on response time and the quality of the first call/text.","simplifiedExplanation":"Internet leads are people who reach out online. If you don’t respond quickly and correctly, they often go to another dealer."}},{"startTime":323.1,"endTime":331.6,"type":"concept","title":"rapport over text","url":"/glossary/rapport-over-text","quote":"and that's what a lot of people do, but do you build rapport over text? I mean, do you guys genuinely as dealers feel like you can really establish a solid relationship with someone over text","canonicalId":"concept:rapport-over-text","priority":0.5,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Rapport over text” refers to building a relationship and trust through written communication rather than in-person or by phone. The episode questions whether dealers can truly establish a strong relationship over messaging alone, especially with customers under financial stress.","simplifiedExplanation":"“Rapport over text” means trying to build trust through messages. The hosts are basically asking whether texting alone is enough to create a real connection."}},{"startTime":366.1,"endTime":371.2,"type":"concept","title":"get the customer on the phone","url":"/glossary/get-the-customer-on-the-phone","quote":"...there is a point where you need that customer on the phone, whether it be sales, collections, service or after the sales service, you have to have the confidence to get the customer on the phone.","canonicalId":"concept:get-the-customer-on-the-phone","priority":0.9,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Get the customer on the phone” is a sales process tactic: moving from asynchronous texting to a live conversation to confirm details, handle objections, and keep momentum. The transcript emphasizes that if the call goes wrong, the customer may walk away or the deal may be lost.","simplifiedExplanation":"This means switching from texting to a real phone call. A call helps you answer questions quickly and keep the deal from stalling."}},{"startTime":374.2,"endTime":376.0,"type":"concept","title":"repo","url":"/glossary/repo","quote":"...if it does go wrong at that point, you lose the sale or you may lose the customer to a repo, to a service related issue or whatever, right?","canonicalId":"concept:repo","priority":0.9,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Repo” is short for repossession, when a lender takes back a vehicle because the buyer is behind on payments. In a dealership context, it’s a reminder that delays or missteps can push a struggling customer into financial trouble quickly.","simplifiedExplanation":"“Repo” means the bank or lender takes the car back. If a customer can’t keep up with payments, a dealership’s slow follow-up can make the situation worse."}},{"startTime":393.9,"endTime":395.7,"type":"concept","title":"application","url":"/glossary/application","quote":"We finally did. We sent them the application. They did it. We didn't get it.","canonicalId":"concept:application","priority":0.5,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In dealership sales, an “application” usually means the credit/financing application submitted to qualify the customer for a loan or lease. The transcript highlights a failure point: the customer completed the application, but the dealer didn’t follow up by phone, which cost the sale.","simplifiedExplanation":"Here, “application” means the paperwork the customer fills out to get approved for financing. If the dealer doesn’t follow up after it’s submitted, the deal can fall apart."}},{"startTime":414.8,"endTime":423.6,"type":"concept","title":"down payment","url":"/glossary/down-payment","quote":"She had a savings account, but she didn't want to spend it because she was trying to save that money in case she needed it for an emergency. She only had like $2,000 to put down, which I felt like was a pretty strong down payment.","canonicalId":"concept:down-payment","priority":0.9,"confidence":0.92,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A down payment is the upfront cash a buyer pays when financing a vehicle. It directly affects the amount financed, monthly payment size, and sometimes eligibility for certain loan terms.","simplifiedExplanation":"A down payment is the money you pay at the start to help buy the car. Paying more upfront usually means you borrow less, which can lower your monthly payment."}},{"startTime":439.4,"endTime":442.7,"type":"concept","title":"customer service","url":"/glossary/customer-service","quote":"And there was also no customer service and acknowledgement. And I know we're going to talk about AI at some point, but they never said the person never even said like, congratulations on your baby.","canonicalId":"concept:customer-service","priority":0.5,"confidence":0.86,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Customer service in a dealership context is how staff respond to questions, objections, and concerns during the buying process. In sales, it can strongly influence whether a shopper feels heard and stays engaged.","simplifiedExplanation":"Customer service is how the dealership treats you when you ask questions or have problems. If they respond poorly or ignore you, you’re more likely to walk away."}},{"startTime":508.0,"endTime":512.1,"type":"term","title":"goodwill work","url":"/glossary/goodwill-work","quote":"...from the way CPI claims are handled, from the way after, you know, goodwill work is handled, even stuff is not even covered under warranty.","canonicalId":"term:goodwill-work","priority":0.5,"confidence":0.84,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Goodwill work” is repair assistance provided outside strict warranty coverage—typically when the manufacturer or dealership agrees to help a customer due to circumstances. The speaker includes it as part of the service communication process that can prevent escalation.","simplifiedExplanation":"Goodwill work is when a repair gets helped or discounted even though it might not be covered by warranty. The point here is that how the dealership manages these situations affects how customers react."}},{"startTime":573.8,"endTime":576.0,"type":"term","title":"preventative conversations","url":"/glossary/preventative-conversations","quote":"[573.8s] And even sometimes just preventative conversations [576.0s] can be beneficial, like, hey, we should change your spark plugs,","canonicalId":"term:preventative-conversations","priority":0.5,"confidence":0.82,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Preventative conversations are proactive maintenance discussions before a failure occurs. In a dealership context, they help customers understand upcoming service needs and avoid larger, more expensive repairs later.","simplifiedExplanation":"Preventative conversations are when the shop talks to you about maintenance before something breaks. It’s basically trying to prevent a bigger problem and a bigger bill."}},{"startTime":576.0,"endTime":579.3,"type":"term","title":"spark plugs","url":"/glossary/spark-plugs","quote":"[576.0s] can be beneficial, like, hey, we should change your spark plugs, [579.3s] because if we don't, XYZ is going to happen,","canonicalId":"term:spark-plugs","priority":0.9,"confidence":0.93,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Spark plugs are the ignition components that create the spark needed to ignite the air-fuel mixture in an engine. Worn or failing spark plugs can cause misfires, reduced fuel economy, and drivability issues, and they’re often part of scheduled maintenance.","simplifiedExplanation":"Spark plugs help your engine start and run smoothly by creating the spark that ignites fuel. If they get worn out, the car can run rough or start having problems."}},{"startTime":581.9,"endTime":586.22,"type":"term","title":"flush out your trans","url":"/glossary/flush-out-your-trans","quote":"[581.9s] and it's going to be even more costly down the road. [583.9s] Or, hey, we should flush out your trans, whatever it might be.","canonicalId":"term:flush-out-your-trans","priority":0.5,"confidence":0.86,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Flush out your trans” refers to servicing the transmission fluid, typically by draining and refilling or performing a fluid exchange/flush. Fresh fluid helps maintain proper lubrication and shifting performance; the exact service interval depends on the vehicle and fluid type.","simplifiedExplanation":"This means changing the transmission fluid. The fluid helps the transmission shift correctly, and old fluid can lead to rough shifting or other problems."}},{"startTime":643.1,"endTime":646.3,"type":"concept","title":"automation of text messages","url":"/glossary/automation-of-text-messages","quote":"So with the automation of text messages, and there are softwares out there where you scan the vehicle in","canonicalId":"concept:automation-of-text-messages","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Automated text messaging in service is a workflow where customers receive status updates via SMS. This reduces missed calls and helps keep the customer informed throughout inspection, parts sourcing, and repair.","simplifiedExplanation":"Automated texts are when the dealership sends status updates by phone message. It helps you stay in the loop without having to call and ask all the time."}},{"startTime":675.4,"endTime":677.3,"type":"concept","title":"referrals","url":"/glossary/referrals","quote":"...good communication can really help you develop repeat customers or referrals.","canonicalId":"concept:referrals","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Referrals are when existing customers recommend a dealership to friends or family. Dealerships often rely on referrals because they’re a high-trust source of new leads."}},{"startTime":978.5,"endTime":985.7,"type":"concept","title":"role play scenario","url":"/glossary/role-play-scenario","quote":"Now I'm going to write this role play scenario down. Everyone's going to go through the room and role play it and then we're going to play the call. And you're going to hear exactly what happened","canonicalId":"concept:role-play-scenario","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The speaker is describing a sales-training method where teams practice a scripted “role play” version of a real customer interaction. The goal is to rehearse responses and improve how the salesperson handles objections and next steps.","simplifiedExplanation":"Role play is when people practice a sales conversation like it’s happening for real. Instead of guessing what to say, they follow a planned script and then improve based on what went wrong."}},{"startTime":1003.1,"endTime":1006.0,"type":"concept","title":"replaying the phone call","url":"/glossary/replaying-the-phone-call","quote":"Yeah, I like the idea of replaying the phone call and the live phone call that you're doing at MyHerPay are United","canonicalId":"concept:replaying-the-phone-call","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Replaying recorded calls is a coaching technique used to review what was said, how the customer reacted, and where the salesperson could have handled the conversation differently. In dealership sales, this often ties directly to improving lead follow-up and closing performance.","simplifiedExplanation":"Replaying the call means listening back to a real phone conversation. It helps the team spot mistakes and learn what to do differently next time."}},{"startTime":1124.4,"endTime":1128.2,"type":"term","title":"warranty","url":"/glossary/warranty","quote":"Of course, a value statement,\n[1125.7s]  talking about your warranty,\n[1126.7s]  things like that should always be done\n[1128.2s]  at the beginning of a call","canonicalId":"term:warranty","priority":0.5,"confidence":0.86,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A warranty is the coverage plan that protects the buyer against certain repair costs for a period of time or mileage. In sales calls, clearly stating warranty details early helps build trust and reduces uncertainty about ownership costs.","simplifiedExplanation":"A warranty is a promise that if something breaks, the company will help pay to fix it. The speaker says you should bring it up early in the call so the customer feels more confident."}},{"startTime":1146.6,"endTime":1153.5,"type":"concept","title":"score them","url":"/glossary/score-them","quote":"But there's no like magic trick I wish there was ... because what we do is we listen to the calls and we actually score them. So they get points for everything that they've done in that conversation","canonicalId":"concept:score-them","priority":0.5,"confidence":0.86,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The host is describing a call-scoring system where sales reps are evaluated on specific behaviors during customer conversations. This turns coaching into measurable accountability instead of vague feedback.","simplifiedExplanation":"They’re talking about grading sales calls using a checklist. The idea is to show the salesperson exactly what they did right or wrong so they can improve."}},{"startTime":1168.5,"endTime":1173.3,"type":"concept","title":"scoresheet","url":"/glossary/scoresheet","quote":"You could 100% make your own scoresheet and email it to them when you've got some spare time and go, hey, look buddy, we failed this call.","canonicalId":"concept:scoresheet","priority":0.5,"confidence":0.82,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A “scoresheet” is a structured checklist used to evaluate sales calls against predetermined criteria. In practice, it standardizes coaching so different managers or reps are judging performance consistently.","simplifiedExplanation":"A scoresheet is a simple checklist for how you’ll judge a sales conversation. It helps everyone use the same rules when giving feedback."}},{"startTime":1213.9,"endTime":1242.3,"type":"concept","title":"in-person vs over the phone sales","quote":"But for some reason there's a disconnect between doing that on the phone and it's no different... So you have to work a little bit harder to get them there but a process is a process and it works in person.","canonicalId":"concept:in-person-vs-over-the-phone-sales","priority":0.5,"confidence":0.82,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"This segment contrasts in-person selling with phone selling, arguing that the core sales process can be the same even though the delivery changes. It highlights the idea that remote sales requires extra effort to “get them there,” but doesn’t eliminate the need for structure.","simplifiedExplanation":"They’re comparing selling face-to-face versus selling by phone. Even though it feels different, the same basic steps can work—you just have to work a bit harder to keep the customer engaged."}},{"startTime":1297.6,"endTime":1360.74,"type":"concept","title":"AI bot","url":"/glossary/ai-bot","quote":"AI, once trained well, just does it, no? ... I have a whole conversation with your AI bot ... and then six weeks later I decide I want to do it again ... the exact same conversation with your AI bot.","canonicalId":"concept:ai-bot","priority":0.9,"confidence":0.95,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The episode is discussing using an AI bot to handle customer conversations in a dealership context. The key point is that AI can be trained to respond consistently, but that consistency can feel robotic to customers if it doesn’t adapt to their situation.","simplifiedExplanation":"An AI bot is software that talks to customers like a chat assistant. In car sales, it can answer questions and guide people, but if it always says the same things, customers may feel like they’re not dealing with a real person."}},{"startTime":1658.8,"endTime":1673.2,"type":"company","title":"BlitzPay","url":"/glossary/blitz-pay","quote":"[1655.0s] I'm super stoked to see the AI get integrated into the collections process\n[1658.8s] and BlitzPay is on the cutting edge of it.\n[1660.9s] So if you're taking credit cards at all,","canonicalId":"company:blitz-pay","priority":0.5,"confidence":0.92,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"BlitzPay is referenced as a payments provider used by dealerships for credit card processing. In the context of the show, it’s positioned as part of the “AI integration” stack so dealers can streamline how they take payments and interact with customers.","simplifiedExplanation":"BlitzPay is a company that helps businesses take credit card payments. The hosts mention it because it can work alongside new AI tools so the dealership’s checkout and customer communication are smoother."}},{"startTime":1897.8,"endTime":1900.6,"type":"concept","title":"automated email","url":"/glossary/automated-email","quote":"...brain dead work that either is an automated email, but if it could be more personable because the AI agent can say...","canonicalId":"concept:automated-email","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"An automated email is a pre-written message sent automatically based on triggers like time since purchase or prior service. The discussion contrasts it with more personalized AI outreach that can feel less generic and potentially improve appointment conversion.","simplifiedExplanation":"An automated email is a message that gets sent automatically, usually as a reminder. The point here is that it can feel generic, while AI could make it more personal."}},{"startTime":1906.4,"endTime":1909.7,"type":"term","title":"oil change","url":"/glossary/oil-change","quote":"...I know you have that issue, but it's time for an oil change. Sure.","canonicalId":"term:oil-change","priority":0.9,"confidence":0.95,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"An oil change is routine maintenance where the engine oil is replaced to keep the engine lubricated and protected. Dealerships often use oil-change reminders and service history to prompt customers to book the next visit.","simplifiedExplanation":"An oil change is regular maintenance where the old engine oil is replaced. It helps keep the engine running smoothly, and dealerships use it as a common reason to schedule service."}},{"startTime":1968.3,"endTime":1970.3,"type":"brand","title":"Tesla","url":"/glossary/tesla","quote":"[1968.3s]  Oh, Tesla, that's who I called.\n[1970.1s]  Tesla.","canonicalId":"brand:tesla","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Tesla is an automaker that’s also heavily associated with AI features and connected-vehicle software. In dealership conversations, mentioning Tesla often signals that the speaker is talking about how AI agents handle customer questions and route them to the right information quickly.","simplifiedExplanation":"Tesla is a car company known for its electric cars and lots of software features. When someone brings up Tesla in an AI-bot discussion, they’re usually talking about how those AI tools can answer questions fast for a specific brand or customer need."}},{"startTime":2108.2,"endTime":2112.6,"type":"part","title":"air filter","url":"/glossary/air-filter","quote":"You may need to go and change that air filter when you're in there, and you may find something else wrong, and it gives a quote, well,","canonicalId":"part:air-filter","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"An air filter is a service item that can require replacement during routine maintenance. The key point here is that a bot may quote an oil change without clearly explaining that additional items—like an air filter—might be needed after inspection."}},{"startTime":2160.1,"endTime":2162.7,"type":"concept","title":"assisted (not replaced)","url":"/glossary/assisted-not-replaced","quote":"...make sure that your salespeople don't feel like they're being replaced, but rather assisted.","canonicalId":"concept:assisted-not-replaced","priority":0.5,"confidence":0.88,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The speaker emphasizes a “human-in-the-loop” approach: AI assists with messaging and lead handling, while the salesperson remains the decision-maker and closer. This framing is important for adoption because staff may resist tools that feel like job displacement.","simplifiedExplanation":"They want the AI to help the salesperson, not take over their job. If the salesperson feels the AI is replacing them, they won’t use it well."}},{"startTime":2179.7,"endTime":2186.6,"type":"concept","title":"play it off / roll with the awkward thing","url":"/glossary/play-it-off-roll-with-the-awkward-thing","quote":"...don't jump in and say, oh, sorry, that was my bot. Like, you're right. It completely crushes it. So just roll with the awkward thing the bot said and move forward.","canonicalId":"concept:play-it-off-roll-with-the-awkward-thing","priority":0.5,"confidence":0.82,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"This is guidance on handling imperfect AI responses during customer conversations. Instead of interrupting or apologizing (“that was my bot”), the salesperson should acknowledge the moment, keep the tone smooth, and continue the sales process."}},{"startTime":2225.6,"endTime":2238.1,"type":"concept","title":"salesperson relationship","url":"/glossary/salesperson-relationship","quote":"But you still have a very important role here... build a relationship with this customer so that they want to buy a car from you. Because people, studies have shown too that if somebody really likes a salesperson, they'll pay more for a car...","canonicalId":"concept:salesperson-relationship","priority":0.5,"confidence":0.82,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The speaker emphasizes that even with AI-driven lead generation, the salesperson’s human relationship still matters for closing. They cite the idea that customer affinity for the salesperson can influence willingness to pay.","simplifiedExplanation":"Even if a bot brings the customer in, the salesperson still has to build rapport. If the customer really likes the salesperson, they may be more willing to spend more."}},{"startTime":2350.7,"endTime":2354.3,"type":"concept","title":"NIADA","url":"/glossary/niada","quote":"I will also be speaking at NIADA. [2354.3s] They asked me to speak on sales service and collections.","canonicalId":"concept:niada","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"NIADA is the National Independent Automobile Dealers Association, a trade group for independent car dealers. Episodes often reference it because dealers attend NIADA events for training, networking, and industry updates.","simplifiedExplanation":"NIADA is a group that represents independent car dealers. If someone says they’re speaking at NIADA, it usually means they’re doing a talk or workshop for independent dealers."}},{"startTime":2378.2,"endTime":2385.5,"type":"company","title":"C and M Coaching","url":"/glossary/c-and-m-coaching","quote":"Also, you know, you can go to our website. [2379.8s] It's C and M Coaching. [2381.6s] You have to type out the and. [2382.7s] C-A-N-D-M-Coaching.com.","canonicalId":"company:c-and-m-coaching","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"C and M Coaching appears to be the speaker’s coaching/training service, likely focused on dealership sales and operations. The episode is promoting their contact page as a way for dealers to reach out for help implementing processes (including AI) without hurting sales.","simplifiedExplanation":"C and M Coaching is the speaker’s training/coaching business. They’re sharing their website so dealers can contact them."}}],"speakers":[{"id":"s1","name":"Jeff Watson","role":"host"},{"id":"s2","name":"amp; Luke Godwin","role":"host"}],"transcripts":[{"url":"http://getcarcurious.com/episodes/426-ai-bots-in-the-dealership-how-to-use-them-without-losing-the-sale/transcript.vtt","type":"text/vtt"}]}