As fast as you realistically can, and with a person rather than an auto-reply alone. A buyer who sends the same enquiry to several lots usually deals with whoever answers sensibly first. Set a target (for example within the hour in business hours), make sure new leads alert someone, and track what happens after the first reply.
Why speed matters
Buyers browse several listings in one sitting and send enquiries to more than one dealer. The first helpful answer starts the conversation. This is a matter of habit rather than a number, so set a target you can meet and measure it.
A simple routine
- Make sure someone sees every new lead: check the unopened-leads badge in Dealer Garage through the day, and forward lead emails to a phone.
- Reply with a real answer: confirm the car is available and offer two appointment times.
- Call if you have a number. Voice beats email for booking test drives.
- Log the outcome; move the lead to Contacted.
- Follow up the next day if there was no reply.
Using Dealer Garage for it
New leads from listing sites or your online form arrive as leads, counted in the unopened-leads badge; the board shows how long each has been waiting. See lead management and lead sync.
What a good first reply looks like
"Hi Dana, thanks for asking about the 2019 CR-V. It is on the lot and available. I can show it today at 4 or tomorrow at 10. Which suits you? Call me on 555-0100 if easier."
It confirms availability, offers times and gives a way to reach a person.
Questions people ask
Should I use auto-replies?
An immediate acknowledgement is fine as long as a person follows up.
What about after hours?
Reply first thing the next morning and say when you opened.
Try Dealer Garage
Dealer Garage is installable dealer management software for independent used-car dealers in the US and Canada: inventory, leads, deals, dealer paperwork, Facebook Marketplace posting and email campaigns, with records stored on the dealership's own computer..