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The pushback you’ll hear is predictable: “We don’t have time to personalize every single message.” The good news: you don’t have to choose between scale and personalization. You need better structure. 1. Build “smart templates,” not generic ones Instead of one generic template, create a small library of scenario-based templates that are designed to be customized: New-car price inquiry Used-car availability question Trade-in / value-your-trade lead Credit application started b

“Be more personal” is vague.  Your BDC and Internet team need something concrete they can do in every email, text, and call. Industry guidance around automotive email marketing is consistent: use the shopper’s name, reference their vehicle of interest, and tie the message to their previous interactions and local context. Here’s a simple before-and-after example you can share with your team. Generic first response: Subject: Thank you for your inquiry Hi, Thank you for contacti

If a shopper submits a lead to three different dealerships, who wins the deal? In 2025, DAS Technology studied responses from 1,700 dealerships and found that 78% of car buyers choose the first dealer who responds, yet only 61% of dealers respond within 15 minutes. While one store is “thinking about the perfect email,” another is setting the appointment. Speed is the first problem . The second is what  you send. Too many responses still look like this: “Thank you for your int