Not every customer who steps into a dealership leaves with the keys to a new car. Whether it's the price, their trade-in value, or just needing more time to think, many customers walk away without making a purchase. But that doesn't mean the sale is over. This is where U-Turn (or Taillight) calls and Save a Deal (or Make a Deal) calls become essential, providing a second chance to turn a missed opportunity into a closed deal.
These follow-up calls are critical touchpoints that can turn a near-miss into a sale. U-Turn calls are made shortly after a customer leaves the dealership without purchasing. It's a chance to reach out within 10 to 15 minutes, thank them for visiting, and listen to any concerns or reasons for leaving. Often, these reasons can be addressed quickly, giving the dealership an opportunity to turn the customer around, hence the name “U-Turn.” By calling soon after their departure, the dealership can quickly engage, address concerns, and bring the customer back to close the deal.
Save a Deal calls, on the other hand, are follow-ups made the next day. These calls, made by a manager who hasn’t previously interacted with the customer, reach out on behalf of the General Manager. The purpose is to apologize for any shortcomings, whether it was about the vehicle, price, or financing, and remind the customer that the dealership is still ready to make the deal happen. With the authority of the General Manager behind them, these calls can be extremely effective in getting the customer back into the dealership to finalize the sale.
In a perfect world, we’d close every customer who walks through our dealership doors on their first visit. Every interaction would lead to a sale, and no customer would leave without driving off in their new vehicle. But in reality, that’s not always the case. Customers often leave without purchasing for a variety of reasons, price, financing, or maybe even just needing time to think.
This is where SalesLeader’s U-Turn calls and Save a Deal calls come into play, ensuring that no lead slips through the cracks. SalesLeader provides actionable data and accountability to guarantee that these crucial calls are made, giving dealerships the tools to salvage deals and maximize sales potential.
The moment a customer leaves your showroom without purchasing, whether due to a Manager T.O. that didn’t end in agreement, a deal status change to anything other than "Sold," or a manually ended visit, SalesLeader’s U-Turn system kicks in. The U-Turn icon on the live showroom dashboard lights up yellow, signaling that a follow-up call is needed.
Not only that, but sales and BDC managers receive a notification on their phones, alerting them that a U-Turn call is required. Here’s where the magic happens: a manager who had no prior interaction with the customer during their visit picks up the phone within 10 to 15 minutes of the customer leaving. The goal of this call is simple, thank the customer for coming in, ask them if they found the vehicle they wanted, and listen for the reason they left.
Often, customers will be open about why they walked out, maybe it was the price, maybe it was the trade, or something else entirely. This conversation can offer a chance to turn things around, often resulting in a quick return to the dealership to finish the deal.
SalesLeader takes accountability to the next level. If a call isn’t logged in the system within 15 minutes of the U-Turn trigger, the icon turns red. This visible reminder ensures that no potential sale is neglected and every opportunity is acted upon. Even though we know we won’t get every customer back with a U-Turn call, the system is designed to maximize every opportunity.
Sometimes, even a U-Turn call isn’t enough to bring a customer back the same day. That’s where the Save a Deal call, or “Make a Deal” call, comes into play.
The next day, the deal will appear on the Save a Deal log in SalesLeader, complete with all the applicable notes from the previous day. Once again, a manager who hasn’t interacted with the customer before will make the call, this time reaching out on behalf of the General Manager. The purpose of this call is to thank the customer for their visit and apologize for any shortcomings—whether it was the vehicle selection, price, or trade.
Here’s where things get interesting: many times, the customer will reveal that they did find the vehicle they wanted, but the sticking point was something like financing or trade value. Now, the manager can remind the customer that they are authorized by the General Manager to make the deal. This added level of authority can be enough to bring the customer back, ready to make the purchase.
SalesLeader’s Save a Deal screen makes it incredibly easy for managers to execute these calls. The system provides everything they need on a single screen—contact information, deal notes, and even a script to help guide the conversation. This streamlined approach allows managers to efficiently work through the list of customers who need a follow-up, ensuring that no deal is left on the table.
With U-Turn calls and Save a Deal calls, SalesLeader equips dealerships with the tools and actionable insights to turn missed opportunities into closed deals. The live showroom dashboard, notification system, and detailed deal logs create a seamless process for following up with customers, ensuring that every possible step is taken to secure the sale.
SalesLeader helps you maximize every opportunity, keeping your team accountable and your customers engaged—because in today’s competitive market, every call counts.