BDC playbook
The scripts that turn a call into an appointment that shows.
Word-for-word inbound and outbound scripts, objection handling, and follow-up templates for teams offering the Driver Benefits package. Built for BDC reps, internal or outsourced.
Ground rules
Four things every call gets right.
Lead with the value, not the vehicle
The customer is not being asked to buy. They are being invited to receive a Driver Benefits package worth $1,000+ for showing up.
Never oversell the package
It is a maintenance savings plan with roadside, windshield, and tire hazard benefits. It is not insurance, a warranty, or a service contract. Say it that way.
Ask for a time, not permission
Offer two windows. "Does today at 4:00 or tomorrow at 11:00 work better?" beats "Would you like to come in?" every time.
Confirm in writing within 60 seconds
Text the offer link and the appointment time before you hang up. The link does the second half of the selling for you.
Word for word
The two calls.
Inbound
Customer calls you.
- BDCThank you for calling [Dealership]. This is [Name] — who do I have the pleasure of speaking with?
- CustomerHi, I was calling about the [vehicle] I saw online.
- BDCGreat — I can help with that. Before I pull it up, one quick thing so you get full value out of your visit: we're running the Driver Benefits program right now. Anyone who comes in and takes a test drive receives a complimentary Driver Benefits package — a full year of maintenance savings, roadside assistance, windshield protection, and a tire hazard benefit. Over $1,000 in value, and there's no purchase required.
- CustomerSo I get that just for coming in?
- BDCThat's it. You drive the vehicle, we activate your benefits, and the package is yours whether you buy or not. Are you the primary driver on the vehicle you have now?
- CustomerYes.
- BDCPerfect. I have [time A] today or [time B] tomorrow — which one works better for you?
- Customer[Time B] works.
- BDCBooked. I'm texting you the confirmation and a link that explains exactly what's in the package and how the visit works — takes about 30 minutes total. When you arrive, ask for [Name] and I'll have the vehicle pulled up front.
Outbound
You call the customer.
- BDCHi [First Name], this is [Name] with [Dealership] — do you have 30 seconds?
- CustomerSure, what's this about?
- BDCYou're on our list of local drivers, and I'm calling with something that isn't a sales pitch. We've been given a limited number of Driver Benefits packages to hand out — a year of maintenance savings, roadside assistance, windshield protection, and tire hazard coverage. It's over $1,000 in value, and it's yours for coming in and test driving any vehicle on the lot. No purchase required, no credit card, no obligation.
- CustomerWhat's the catch?
- BDCHonest answer — we'd rather spend our advertising money on you than on another billboard. If you like the vehicle, great. If you don't, you still keep the package. Either way it's about 30 minutes.
- CustomerOkay, that's fair.
- BDCAre you generally freer in the mornings or after work?
- CustomerAfter work.
- BDCThen let's do [time A] today or [time B] tomorrow — which is easier?
- Customer[Time A].
- BDCYou're set. I'll text you the confirmation and a link showing exactly what's included so you can look it over before you get here. Ask for [Name] at the front desk.
The eight-step call flow, objection handling, text and email templates, and compliance language.
Call flow
Eight steps, every time.
Start to confirmed appointment
- 01Greet and get the name.
- 02Introduce the Driver Benefits package before the vehicle conversation.
- 03State the value and the no-purchase-required promise plainly.
- 04Handle one objection, then go straight back to scheduling.
- 05Offer two specific time windows.
- 06Confirm the time and repeat it back.
- 07Text the confirmation and the offer link while still on the call.
- 08Log the appointment and set the day-of reminder.
Objection handling
What they say. What you say back.
"Is this a scam? Nothing is free."
Fair question. The dealership pays for the package — it's the cost of earning your visit. You'll never be asked for a credit card, a deposit, or a signature to receive it. I can text you the page that spells out exactly what's covered before you decide.
"I'm not buying a car right now."
That's completely fine — most people who take this aren't. The package is yours whether you buy or not. If anything, it's better for you: you get a year of maintenance savings and you owe us nothing.
"I already have a warranty / service plan."
This isn't a warranty or a service contract — it doesn't overlap with what you have. It discounts routine maintenance: oil changes, tires, brakes, plus roadside, windshield repair, and a tire hazard benefit. It sits on top of whatever coverage you already carry.
"How long will it take?"
About 30 minutes, including the test drive. You're free to leave anytime and you still keep your voucher code.
"Just email me the information."
Happy to — I'm sending it now. The one thing I can't email is the package itself; it activates at the store when you take the drive. So while I have you, let's hold a time and you can cancel if the info doesn't look right. [Time A] or [time B]?
"I need to talk to my spouse."
Of course — bring them. The package covers your household vehicle either way. What evening works for both of you?
"Where can I use the benefits?"
At participating service centers nationwide, not just here. You're not locked into this store to use it.
Follow-up
Text and email templates.
Text — appointment confirmation
Hi [First Name], [Name] from [Dealership]. You're confirmed for [day] at [time]. Here's exactly what your complimentary Driver Benefits package includes: [offer link]. Ask for me at the front desk — see you then.
Text — no answer
[First Name], [Name] at [Dealership]. We're releasing complimentary Driver Benefits packages ($1,000+ value: maintenance, roadside, windshield, tire hazard) to drivers who come test drive this week. No purchase required. Details: [offer link]. Want me to hold a time?
Email — internet lead response
Subject: Your [vehicle] — plus a $1,000+ Driver Benefits package Hi [First Name], The [vehicle] is available and I've set it aside for you to drive. One thing worth knowing before you come in: every driver who takes a test drive this week receives a complimentary Driver Benefits package — a year of maintenance savings, roadside assistance, windshield protection, and a tire hazard benefit. Over $1,000 in value, no purchase required. Here's what's included: [offer link] I have [time A] and [time B] open. Which works better? [Name] [Dealership] — [phone]
Text — day-of reminder
See you at [time] today, [First Name]. Vehicle is pulled up front and your Driver Benefits package is ready to activate. — [Name], [Dealership]
Text — no-show recovery
[First Name], sorry we missed you today. Your Driver Benefits package is still reserved through [date]. Want me to move you to [time A] or [time B]?
Compliance
Never say this. Say this instead.
"It's a free warranty."
"It's a maintenance savings package — not a warranty or service contract."
"You've won something."
"Every driver who comes in and takes a test drive receives this."
"You have to buy to keep it."
"It's yours whether you buy or not."
"It covers all your repairs."
"It discounts routine maintenance and includes roadside, windshield, and tire hazard benefits."
"This offer expires in 10 minutes."
"We have a limited number of packages allocated this month."
Driver Benefits packages are maintenance savings programs — not insurance, not a vehicle service contract, and not an extended warranty. Always follow your store's calling, texting, and consent policies.
Send the customer the page.
Every script ends the same way: text the offer link. It answers the questions you didn't have time for and holds the appointment together.