The Manager's Magic Phone: Dual Follow‑Up That Delivers

Still missing appointments? It might not be your product or your pitch — it could be your follow-up process. In automotive sales, timing and teamwork are everything. While most consultants know how to open a conversation or present a sharp offer, many fall short when it comes to what happens next. The reality is, it’s not always the first interaction that closes the deal — it's the follow-up. And more specifically, it’s the dual follow-up that turns lukewarm leads into concrete commitments.

At Total Selling Solutions, we’ve worked with over 200 dealerships across Australia, providing sales-specific training and cutting-edge systems like StreamSpeak. What we consistently find is that dealerships with robust follow-up processes — where both the salesperson and their manager take part in reconnecting with the customer — see higher appointment show rates, stronger trust, and ultimately close more deals.

What Is Dual Follow-Up?

So what is the dual follow-up and why does it work so well? At its core, this technique involves two touchpoints after the initial enquiry — one from the salesperson and one from their manager. It’s a strategic partnership, not a sales tag-team. The goal isn’t to double the pressure, but to double the professionalism. It’s about showing the customer that they’re not just dealing with one person but with an entire dealership team invested in helping them make the right decision.

The Power of a Set Callback

Let’s start with the first step: setting a precise callback time. It’s not enough to say, “I’ll get back to you later.” That leaves too much room for hesitation or, worse, forgetting altogether. Instead, the salesperson should confirm a specific time that suits the customer. For example, “Let me check with my manager and give you a call back at 10:45 — does that work for you?” This seemingly small adjustment signals respect and intentionality. It’s no longer an open-ended follow-up — it’s an appointment.

Following Through on Time

Next comes the critical moment of follow-through. If the call is scheduled for 10:45, it needs to happen at 10:45. Not earlier, not later. Why? Because punctuality breeds trust. If a salesperson can’t stick to their word for a phone call, how can a customer trust them with a five-figure purchase? Opening with, “Hi [Customer Name], it’s [Your Name] calling as promised at 10:45. I’m just sitting here with my manager…” reinforces reliability and professionalism. And that’s when the conversation starts on the right foot.

Presenting Tailored Solutions

Once the call is underway, it’s essential to lead with value. This is where too many consultants fall into the trap of repeating what’s already been discussed or simply asking if the customer has made a decision. Instead, the salesperson should present a tailored plan based on the customer’s initial enquiry.

Something like, “We’ve reviewed your situation and put together a couple of great options,” immediately positions the call as a solution, not a sales pitch. It tells the customer that their needs have been considered — not just their wallet.

Introducing the Manager

But what happens when the customer stalls or hesitates? Here’s where the manager steps in — not as a closer, but as a collaborator. A smooth handover such as, “Let me pop you on with my manager; they might be able to help you out further,” keeps the tone relaxed while elevating the level of service.

Customers don’t feel pressured; they feel prioritised. It’s the equivalent of being served by a senior member of staff in a restaurant — it reinforces their importance and builds confidence in the business.

Think of the dual follow-up like a double close, but done entirely over the phone. The salesperson lays the groundwork, offers options, and opens the door. The manager steps in not to hard-sell, but to reassure and support. Together, this two-step process creates a sense of momentum and teamwork that is difficult for the customer to ignore.

Dual Follow-Up in TSS Training

This approach isn’t just theory — it’s a practice that’s deeply embedded in the training we deliver at TSS. From our onsite training solutions to our digital video library on TSS TV, we help automotive professionals build habits around structured follow-up, escalation timing, and communication strategy. And because we’re actively monitoring millions of real calls through tools like StreamSpeak, we know precisely where most dealerships are falling short — and how to fix it.

We also address a key human element: buy-in from both salespeople and managers. One of the reasons follow-up fails is that it’s treated like an afterthought. But dual follow-up only works when the manager is an active participant. That’s why our leadership training programmes specifically cover this strategy, helping leaders understand their role in the process — not just as final decision-makers, but as facilitators of trust and clarity.

Long-Term Results and Measurable Impact

What makes dual follow-up so effective is the sense of shared responsibility. It tells the customer, “We’re working together for your best outcome.” And in a market where consumers are bombarded with options and wary of sales tactics, that reassurance goes a long way. It’s not about pushing harder — it’s about showing up better.

From a business standpoint, the metrics speak for themselves. Dealerships that embed a structured dual follow-up system see a measurable lift in appointment show rates, lower drop-off between first contact and second conversation, and higher gross profit per sale. And when tracked over time, the results are sustainable. This is not a one-off tactic; it’s a repeatable, scalable habit that becomes part of your team’s DNA.

More importantly, it strengthens your culture. Salespeople learn accountability. Managers stay connected to front-line conversations. And customers experience consistency — which builds loyalty long after the sale.

At TSS, our mission is to bridge the gap between potential and performance. We don’t believe in quick fixes. We believe in frameworks, habits, and tools that drive sustainable success. The dual follow-up fits that philosophy perfectly. It’s simple enough to roll out tomorrow, but powerful enough to transform your bottom line.

So if you're still losing appointments and unsure why, it might be time to look at your process — and more specifically, your follow-up. Is it structured? Is it timely? Is it collaborative? Because if it’s not, you're leaving money — and trust — on the table.

Dual follow-up is the manager’s magic phone call. And when done right, it delivers every time.