If there’s one topic that’s been talked to death in automotive retail, and yet still causes major leakage in results, it’s enquiry management.
We’ve both seen the tools. The CRMs. The automated SMS systems. The follow-up scripts and prospecting templates. But despite all that, many dealerships still struggle with the basics: logging, tracking, and following up with every single opportunity.
Why?
Because enquiry management isn’t a software problem — it’s a leadership and habit problem.
At its core, enquiry management is about
From a customer’s point of view, the experience of being ignored or worse, getting inconsistent information, is a deal-breaker. And in a competitive market with 80+ brands, they won’t wait around for us to get our act together.
Great enquiry management doesn’t have to be fancy. It just must be disciplined and visible. The best-performing dealerships we work with have clear processes, regular follow-up reviews, and leadership teams who model the behaviour they expect.
And they don’t just focus on new leads. They revisit existing contacts, engage with orphan owners, keep the pipeline alive even when showroom traffic slows down, and they even visit the service driveaway to talk to their existing customers.
If this sounds familiar, if you’ve tried to fix enquiry management before and it just hasn’t happened, you’re not alone. It’s one of the most common pain points we see.
At Fusion, we work with dealers to reset the fundamentals, in a way that fits your team, your systems, and your goals. Because enquiry management isn’t just a task. It’s a reflection of how seriously we take our customers.
#WalkingInYourShoes
#EnquiryManagement #SalesDiscipline #CustomerFollowUp #DealershipSales
#FusionBusinessCollege #AutoRetailAU #LeadConversion #LeadershipThatListens
