DealFlo records and transcribes every rep call, grades it on an expert automotive rubric, scores rapport, and coaches the one thing that would have made it better. Voicemails get their own grading, Spanish calls are coached in Spanish, the call summary lands on the lead, and Riley's next text picks up where the call left off.
No manager has time to listen to every call, so the calls that quietly cost you a deal usually go unheard. DealFlo grades every one against the standard that fits what the call was actually for, then turns it into a score, a rapport read, a coaching line and a note on the lead. Reps get sharper call after call, without ride-alongs or call reviews.
Every call is recorded and transcribed, then graded against written standards for the open, finding out what the customer needs, a real reason to come in, the ask for a specific day and time, and handling concerns. Each line scores full, partial or none, and the lines add up to a score out of 100.
A lease-return question isn't an appointment call, and a call to someone who already bought isn't a sales pitch. DealFlo reads the situation first and holds the rep to the right goal. A wrong number or a running-late call is set aside instead of dragging down anyone's average.
A dedicated rapport score reads whether the rep listened, let the customer finish and matched them: quick with the buyer who wants quick, warm with the one who wants to talk. The best evidence is whether the customer warmed up as the call went on.
You can't book an appointment on a voicemail, so voicemails are graded on whether they earn a callback: who you are and the store, a message about them, a real reason to call back, tone, and keeping it short.
A call that happens in Spanish is graded and coached in Spanish, so tone and rapport are judged on what was actually said. Riley can hold the whole text conversation in Spanish too.
The recording, the score and an AI summary post to the lead the second the call ends. With the two-way VinSolutions integration the summary is logged to the CRM automatically, and Riley's next text picks up where the call left off.
DealFlo grades live sales calls on a plain-English rubric built around the goal of every sales call, a specific day and time, so the ask carries the most weight. Each line looks for something concrete:
Lines that depend on something happening only count when it happened. If the customer never pushed back, objection handling drops out instead of scoring zero. Inbound phone-ups use a version built for callers that adds answering like a pro and getting the caller's name and number. A call to a customer who already bought is graded on the post-sale job: checking they're happy, owning any issue, and asking for the review and the referral.
Bonus points reward above-and-beyond moves the rubric doesn't measure, like offering a walkaround video, having the car pulled up and ready, or inviting the other decision-maker. They only ever add points.
A voicemail is graded on whether it earns a callback. A real reason to call back carries half the score: real news about their car or their request, like it just arrived or you found one like they wanted. "Just checking in" and "give me a call back" earn nothing on that line. Reciting a callback number isn't part of the grade, because the missed call already put the number on their phone.
Rapport isn't a friendliness checklist. Forcing small talk on a busy, guarded customer scores down, and so does rushing a chatty one. The score reads whether the rep adjusted to the person on the other end, and whether that person warmed up as the call went on.
When a call happens in Spanish, it is graded in Spanish rather than through a machine translation that would flatten the tone. The same rubric applies in both languages.
Here is how one outbound call might grade. Jake calls Sarah, a CarGurus lead on a Highlander. She has a Pilot to trade, wants a third row that fits her kids, and needs her husband to see it before she decides. Jake books Saturday at 1.
| Rubric line | What it checks | Example score |
|---|---|---|
| Said who you are and why you're calling | Name, store, and the specific car or question, early in the call | Full, 8 of 8 |
| Made sure it's the right car | Confirmed the Highlander still fits, or steered to one that does | Full, 5 of 5 |
| Asked about their current car | Year, make and model, miles, and whether they own it or still owe on it | Partial, 4 of 8 |
| Found out why, when, and who it's for | The real reason for shopping, the timeline, and who it's for | Full, 8 of 8 |
| Asked how they're paying | Cash, finance or lease, with no new payment quoted | Full, 4 of 4 |
| Answered, then kept it moving | Answered her third-row question in plain words, then tied it to a visit | Full, 8 of 8 |
| Gave a real reason to come in | A reason tied to what she said: the kids trying the third row | Full, 7 of 7 |
| Asked for a specific day and time | Two real options, not "come by sometime" | Full, 16 of 16 |
| Nailed it down | Repeated the time, who to ask for, what to bring, a confirmation | Partial, 4 of 8 |
| Handled their concern | "My husband needs to see it": acknowledged, found the real concern, tied it to a time | Partial, 4 of 8 |
| Asked again after the first no | Only graded when the first ask meets resistance | Did not apply (she said yes) |
| Listened and let them finish | Reflected back what she said and matched her pace | Full, 5 of 5 |
| Sounded like a real person | Warm, natural, used her name, never pushy | Partial, 3 of 5 |
| Left with a next step | A concrete next step with a time | Full, 4 of 4 |
| Bonus: offered a walkaround video | Extra credit that can only add points | +4 |
| Overall | Points earned on the lines that applied, plus bonus | 89, Strong |
| Rapport score | The listening and rapport lines on their own | 80 |
How the math works. Full credit earns a line's points, partial earns half, and none earns zero. The line that didn't apply drops out of the total, so this call earns 80 of 94 possible points for an 85, and the video offer lifts it to 89.
The coaching line. Instead of a page of notes, the rep gets the one thing that would have made the call better, with a line to try. Here the easiest points to win back are in the lock. It might read: "You got Saturday at 1. Lock it in: 'I'll have it pulled up out front, ask for me at the front desk, and bring the payoff info on the Pilot so we can get you a real number while you're here.'"
The second a call ends, the recording, the score and an AI summary land on the customer's conversation in DealFlo, next to the texts, emails and notes already there.
Their score and tier (Elite, Strong, Developing or Needs Coaching), what they did well, and the one thing to fix next time, with a line to try instead. Team leaderboards show call scores, appointments and bonus points by rep, so the floor competes on the things that sell cars.
Every call from every rep: the recording, the transcript, the line-by-line breakdown, the moments that mattered, and the one line each rep should have said. A daily digest email and the leaderboards show who is getting sharper and who needs attention.
CRM notes write themselves. With DealFlo's two-way VinSolutions integration (DealFlo is a certified Cox Automotive partner), call summaries, texts, emails and appointments are logged to the CRM automatically, so nobody types up the call. On other CRMs, leads flow in by ADF and the call summary sits on the lead in DealFlo. See AI for VinSolutions for the details.
Riley reads the whole conversation before every reply, and the call is part of it. Her next text picks up exactly where the rep left off: the Saturday time they talked about, the trade that came up, the husband who needs to see it. One conversation across text, email and phone.
Grading every call only matters if it changes the next one. A simple rhythm:
The payoff is fewer blind spots. When a deal goes quiet after a phone call, you can open the call and hear why.
These three get lumped together, but they answer different questions. The categories overlap and vendors package them differently, so compare current features directly with each one.
| Category | The question it answers | What you get | What it needs to work |
|---|---|---|---|
| Call tracking | Which ad or lead source made the phone ring, how many calls came in, and which were missed | Source attribution, call logs and often recordings | Someone who acts on the reports |
| Call grading | How good was this call, measured against a written standard | A score per call and per skill, by rep, over time | A rubric built for car sales, applied the same way to every call |
| Call coaching | What should this rep do differently on the next call | Specific feedback, a better line to try, and practice | Manager time, focused on one skill at a time |
Call-tracking tools such as Car Wars and CallRevu exist for the first question, and if your store runs one, DealFlo doesn't ask you to rip it out. DealFlo covers the second and third: every rep call recorded, transcribed, graded and coached, with the result feeding the next text Riley sends.
One more line worth drawing: DealFlo does not answer your phones with an AI voice. Calls ring your reps, and DealFlo records, grades and coaches them.
Call recording is regulated state by state, and the rules differ. Some states allow a call to be recorded when one party consents; others require the consent of everyone on the call. DealFlo's call recording follows state consent rules.
Texting has its own rules. Riley checks sending hours (TCPA), opt-out keywords and DNC status before every single message, including the text that follows a call. STOP always means stop.
This is general information, not legal advice.
DealFlo records and transcribes each rep call, works out what the call was actually for, and grades it line by line against a written automotive rubric. The result is a score out of 100, a rapport score, and the one thing that would have made the call better.
On a sales call: the open, the right car, the trade, why and when they're buying, how they're paying, answering and moving it forward, a real reason to come in, the ask for a specific day and time, locking it in, handling concerns, listening, rapport and the next step. Inbound phone-ups, voicemails and calls to sold customers each get their own version.
Yes, on their own rubric, because a voicemail can't book an appointment. It scores who you are and the store, making it about the customer, a real reason to call back, tone, and keeping it short.
Yes. Calls are coached in the language they happened in, English or Spanish, and Riley can hold the whole text conversation in Spanish as well.
Yes. The recording, score and AI call summary post to the lead in DealFlo the moment the call ends, and with DealFlo's two-way VinSolutions integration, call summaries, texts, emails and appointments are logged to the CRM automatically.
No. Calls ring your reps, and DealFlo records, grades and coaches them. Riley handles text and email, and her next message picks up where the rep's call left off.
30 minutes. We'll show you the exact conversations Riley sends, and what your first 30 days of automated follow-up look like.
The whole lead lifecycle, from a first text in seconds to years of follow-up.
Read more →Reps film the actual car, and the rep is pinged the moment the customer watches.
Read more →Two-way VinSolutions integration, so call summaries and appointments log themselves.
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