Most internet leads are won in the first 5 minutes and the first 5 messages. Use this playbook to standardize speed and quality with AdaptVT.
The 5‑minute rule
- Set a visible SLA: reply within 5 minutes during business hours
- If after hours, schedule a morning send and SMS nudge
First‑response framework (E‑M‑P‑T)
- Empathy: acknowledge the shopper’s context
- Match: confirm the exact vehicle or need
- Proof: one concrete reason to trust your store today
- Time: propose two specific appointment options
Example email
Subject: Quick info on the [Model] you asked about
Hi [Name] — thanks for reaching out about the [Year Model Trim].
It's available as of this morning. I can have it up front and ready.
Would 5:40 today or 11:20 tomorrow work better?
I'll text directions so parking is easy.
— [Rep], [Store] | [Phone]
SMS companion (40–60 minutes after email if no reply)
“Hi [Name], this is [Rep] from [Store]. Got your note on the [Model]. I can have it ready. 5:40 today or 11:20 tomorrow better?”
Modules to assign in AdaptVT
- First‑response quality and templates
- Speed‑to‑lead drills (email + SMS + call)
- Appointment setting and confirmations
- Reactivation and long‑cycle follow‑up
Manager QA (daily, 10 random leads)
- Response time under SLA
- Uses E‑M‑P‑T structure
- Clear two‑time proposal
- Confirmation sent when accepted
Reactivation sequences
- 7‑day lull: value add + new time options
- 14‑day lull: alternative vehicle + manager intro
- 30‑day lull: quick check + trade‑in hook
Related training
- Internet program deep dive: Auto Internet Sales Training Program
- Phone confirmation and show rate: Phone Sales Training Program
- BDC systemization: BDC Training Program
