{"id":6063,"date":"2024-09-17T19:24:51","date_gmt":"2024-09-17T19:24:51","guid":{"rendered":"https:\/\/carwars.com\/main\/?post_type=resources&#038;p=6063"},"modified":"2025-11-05T17:41:04","modified_gmt":"2025-11-05T17:41:04","slug":"crisp-benchmarks-guide-dealership-achieve-peak-phone-performance-2024","status":"publish","type":"resources","link":"https:\/\/carwars.com\/main\/resources\/crisp-benchmarks-guide-dealership-achieve-peak-phone-performance-2024\/","title":{"rendered":"CRISP Benchmarks to Guide Your Dealership and Achieve Peak Phone Performance in 2024"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"6063\" class=\"elementor elementor-6063\" data-elementor-post-type=\"resources\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f5a50b5 e-flex e-con-boxed e-con e-parent\" data-id=\"f5a50b5\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\" data-core-v316-plus=\"true\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-97cda36 elementor-widget elementor-widget-text-editor\" data-id=\"97cda36\" data-element_type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559731&quot;:720,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\"><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\">Staying competitive in the automotive landscape means constantly refining your goals and measuring your progress. Car Wars\u2019 CRISP methodology has been helping dealers elevate their overall Sales and Service phone performance for nearly a decade. Below, Car Wars provided the latest CRISP benchmarks to help dealers set realistic KPIs, compare their performance with the top 20% of Car Wars dealers, and identify areas for improvement.<\/span><\/span><\/p><h4 style=\"text-align: left;\"><b><span data-contrast=\"auto\">Understanding CRISP<\/span><\/b><\/h4><div><p><span data-contrast=\"auto\">CRISP stands for <\/span><b><span data-contrast=\"auto\">Connect<\/span><\/b><span data-contrast=\"auto\">, <\/span><b><span data-contrast=\"auto\">Req<\/span><\/b><b><span data-contrast=\"auto\">uest &amp; Invite<\/span><\/b><span data-contrast=\"auto\">, <\/span><b><span data-contrast=\"auto\">Set<\/span><\/b><span data-contrast=\"auto\">, and <\/span><b><span data-contrast=\"auto\">Pursue<\/span><\/b><span data-contrast=\"auto\"> \u2013 key metrics driving successful dealership operations. By focusing on these metrics, dealers can quickly and effectively enhance both Sales and Service phone performance to boost overall appointments booked and bottom-line revenue. Here\u2019s a refresher on what each metric represents:<\/span><\/p><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Connect (C)<\/span><\/b><span data-contrast=\"auto\">: The percentage of customers who get connected ear to ear with a qualified agent and hang up with their questions answered. A connected call does NOT mean the phone was answered or the customer spoke to a receptionist who transferred them to a voicemail.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Request &amp; Invite (RI)<\/span><\/b><span data-contrast=\"auto\">: The percentage of calls where potential customers are extended an invitation to the dealership for a test drive or service appointment.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Set (S)<\/span><\/b><span data-contrast=\"auto\">: The percentage of firm appointments successfully set from calls. A firm appointment is when the potential buyer agrees to a firm time and date rather than a rough time frame.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Pursue (P)<\/span><\/b><span data-contrast=\"auto\">: The percentage of follow-ups made to stranded leads. This could include customers who hung up on hold, customers who left a voice message, vehicle status updates, declined service follow-ups, appointment reminders, follow-ups to no-shows, and more.\u00a0 <\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><\/ul><h4 style=\"text-align: left;\"><strong>How Does Your Dealership Compare to Car Wars\u2019 Benchmark?<\/strong><\/h4><p><span data-contrast=\"auto\">After analyzing the data from the top 20% of dealerships, <\/span><span data-contrast=\"auto\">Car Wars identified the latest benchmarks for both Sales and Service performance. Car Wars also <\/span>analyzed the average CRISP metrics across all partnering dealerships over the past 12 months for an overview of where dealers currently stand and where to improve.<\/p><p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-6961 size-full\" src=\"https:\/\/carwars.com\/main\/wp-content\/uploads\/2025\/03\/CW-CRISP-Benchmarks-Blog-2025.png\" alt=\"\" width=\"2400\" height=\"1736\" srcset=\"https:\/\/carwars.com\/main\/wp-content\/uploads\/2025\/03\/CW-CRISP-Benchmarks-Blog-2025.png 2400w, https:\/\/carwars.com\/main\/wp-content\/uploads\/2025\/03\/CW-CRISP-Benchmarks-Blog-2025-300x217.png 300w, https:\/\/carwars.com\/main\/wp-content\/uploads\/2025\/03\/CW-CRISP-Benchmarks-Blog-2025-1024x741.png 1024w, https:\/\/carwars.com\/main\/wp-content\/uploads\/2025\/03\/CW-CRISP-Benchmarks-Blog-2025-768x556.png 768w, https:\/\/carwars.com\/main\/wp-content\/uploads\/2025\/03\/CW-CRISP-Benchmarks-Blog-2025-1536x1111.png 1536w, https:\/\/carwars.com\/main\/wp-content\/uploads\/2025\/03\/CW-CRISP-Benchmarks-Blog-2025-2048x1481.png 2048w\" sizes=\"auto, (max-width: 2400px) 100vw, 2400px\" \/><\/p><p><span data-contrast=\"auto\">These benchmarks provide a clear picture of where dealers stand compared to the top 20% of Car Wars partners and the industry average. The Sales benchmarks reveal top dealers connect with 80% of their callers, successfully invite 75% of sales opportunities into the dealership, convert 45% of those calls into firm appointments, and pursue 100% of their stranded leads. In comparison, the average dealership connects with 62.69% of callers, invites 55.87% to the dealership, sets firm appointments with 31.25% of them, and pursues 43.64% of stranded leads.<\/span><\/p><p>On the Service side, the top Car Wars dealerships connect with 85% of their callers, invite 95% of potential customers into the dealership, set firm appointments for 75% of those calls, and pursue 25% for follow-ups.<\/p><\/div><div><h4><b><span data-contrast=\"auto\">Tips to Improve CRISP Metrics <\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:281,&quot;335559739&quot;:281,&quot;335559740&quot;:279}\">\u00a0<\/span><\/h4><ul><li><b><span data-contrast=\"auto\">Connect<\/span><\/b><span data-contrast=\"auto\">: Utilize phone bridges so each customer gets connected to the right department without getting transferred and left stranded on hold. The average hold time is 3 minutes!<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><li><b><span data-contrast=\"auto\">Request and Invite:<\/span><\/b><span data-contrast=\"auto\"> Provide staff with word tracks for common objections like price concerns. Request the customer come in for an appointment and you can discuss pricing once you get them into your dealership.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><li><b><span data-contrast=\"auto\">Set<\/span><\/b><span data-contrast=\"auto\">: Try the Whittle and Shepard technique. Start by asking the customer if the beginning or end of the week works best for their schedule. Next you can ask if mornings or evenings are usually better for them. Then offer two firm appointment times for the customer to choose from.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><li><b><span data-contrast=\"auto\">Pursue:<\/span><\/b><span data-contrast=\"auto\"> Follow up with every soft appointment and see if you can set a firm time and day as their soft appointment approaches.<\/span><\/li><\/ul><p><span data-contrast=\"auto\">By committing to the CRISP methodology, your dealership can start seeing improvements in your Sales and Service phone performance. Car Wars proven strategies and tools will empower your team to connect more callers, invite more customers, set more appointments, and pursue more leads, driving significant growth in ROI.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">To learn more about Car Wars\u2019 advanced reporting and AI-fueled call insights, fill out your information<\/span><span data-contrast=\"auto\"><span style=\"color: #1394d7;\"><b>\u00a0<a style=\"color: #1394d7;\" href=\"https:\/\/carwars.com\/home\/a\/demo\/\" target=\"_blank\" rel=\"noopener\">HERE\u00a0<\/a><\/b><\/span>and your Car Wars representative will reach out to you shortly. They will help you implement the CRISP methodology and achieve these recommended benchmarks to set you apart as a top-performing dealership on the phone.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Check out the latest CRISP benchmarks to help set realistic KPIs, compare performance with the top 20% of Car Wars dealers, and identify areas for improvement.<\/p>\n","protected":false},"featured_media":11928,"template":"","resource_categories":[82],"class_list":["post-6063","resources","type-resources","status-publish","has-post-thumbnail","hentry","resource_categories-blog"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>CRISP Benchmarks to Guide Your Dealership in 2024<\/title>\n<meta name=\"description\" content=\"Check out the latest CRISP benchmarks to help set realistic KPIs, compare performance with the top 20% of Car Wars dealers, and identify areas for improvement.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/carwars.com\/main\/resources\/crisp-benchmarks-guide-dealership-achieve-peak-phone-performance-2024\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" 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