Run Sales BDC Internet Lead Response Audit — Free

Audit Identification

Lead record, representative, and audit window identified

Capture the lead source, assigned BDC representative, date/time of first inquiry, and audit period being reviewed.

Lead source is an internet lead from approved channel critical (required)

Confirm the lead originated from a tracked internet source such as website form, third-party listing, or chat inquiry.

Yes No N/A

Audit sample includes complete communication history critical (required)

Verify the CRM record includes all calls, emails, texts, notes, and timestamps needed to evaluate response and follow-up.

Yes No N/A

Lead status at time of review

Document whether the lead is open, contacted, appointment set, sold, lost, or unresponsive.

Note (optional)

First-Touch Response Speed

First response sent within internal SLA critical (required)

Measure elapsed time from lead receipt to first outbound contact attempt or reply. Compare against the dealership's internal standard.

First-touch occurred through appropriate channel critical (required)

Confirm the first contact used the expected channel for the lead type, such as phone, email, or text, per SOP.

First-touch message acknowledged the customer's inquiry critical (required)

Verify the initial response references the customer's requested vehicle, service, or information and does not read as a generic blast message.

Yes No N/A

First-touch included clear next step or call to action critical (required)

Confirm the response asked for a reply, appointment, call, or other specific next step.

Yes No N/A

First-touch professionalism and tone

Rate the clarity, grammar, courtesy, and professionalism of the initial response.

Follow-Up Cadence and Persistence

Follow-up attempts documented within required cadence critical (required)

Verify the rep made contact attempts at the expected intervals during the first 24-72 hours and beyond, per SOP.

Yes No N/A

Number of contact attempts meets minimum standard

Count outbound attempts during the audit window and compare to the dealership's required minimum.

Follow-up messages varied by channel and content

Confirm the rep used a mix of calls, emails, and texts where permitted, and avoided sending duplicate or identical messages.

Yes No N/A

Lead was not abandoned after initial attempt critical (required)

Verify the rep continued outreach after the first contact attempt until the lead was contacted, lost, or dispositioned per policy.

Yes No N/A

Follow-up cadence aligns with CRM task schedule

Check whether the rep completed tasks on time and did not leave overdue follow-up tasks unresolved.

Yes No N/A

Script Adherence and Conversation Quality

Approved opening script used critical (required)

Verify the rep used the dealership-approved opening language or a substantially equivalent approved variation.

Yes No N/A

Required qualifying questions asked

Confirm the rep asked the required questions for needs, timeline, trade-in, financing, or appointment intent as applicable.

Note (optional)

Objection handling followed approved guidance

Assess whether the rep responded to objections using approved language and did not improvise outside policy.

No prohibited or off-script statements observed critical (required)

Confirm the rep did not make unsupported promises, pricing guarantees, misleading statements, or unauthorized commitments.

Yes No N/A

Documentation, Compliance, and Escalation

CRM notes are complete and time-stamped critical (required)

Confirm notes clearly show contact attempts, outcomes, and next steps with accurate timestamps.

Yes No N/A

Customer consent and communication preferences respected critical (required)

Verify texts, calls, and emails were sent in accordance with consent, opt-out, and do-not-contact requirements.

Yes No N/A

Issues escalated to manager or sales desk when needed

Confirm pricing questions, inventory issues, complaints, or compliance concerns were escalated according to policy.

Yes No N/A

Corrective action or coaching note documented

Record any deficiency, non-conformance, or coaching action needed based on the audit findings.

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Run: Sales BDC Internet Lead Response Audit

Audit Identification

First-Touch Response Speed

Follow-Up Cadence and Persistence

Script Adherence and Conversation Quality

Documentation, Compliance, and Escalation

Get your results