Most BDC scripts floating around the internet were written by someone who has never worked a phone in a dealership. They're either so stiff the customer hangs up, or so vague the agent has nothing to say when the customer pushes back. These seven are different. They're pulled from the playbook we train our own BDC agents on, and they cover the calls that actually decide whether a lead becomes a shown appointment.
A note before the scripts: the wording is a starting point. What matters is the sequence. Every script below follows the same spine: state why you're calling, confirm you're talking to the right person, give one reason to come in, offer two times, confirm and set a reminder. Agents who internalize that spine can handle anything the customer throws at them.
Script 1: New internet lead, first call (within 5 minutes)
This is the call that matters most. The customer just submitted a form and is still at their screen. Speed is everything; we covered why in why the first 5 minutes decide the sale. The goal is not to sell the car. The goal is to book the visit.
[Customer confirms]
Agent: "Perfect. Quick question so I don't waste your time: is this one you'd want to see in person, or are you still narrowing down?"
[If narrowing] "Totally fair. What's the one thing that would make it a yes or a no for you?" [Address it, then:] "Here's what I'd suggest. Come drive it. Takes 20 minutes and you'll know. I have [Tuesday at 5:30] or [Wednesday at 11]. Which is better?"
[If ready] "Great. I've got [Tuesday at 5:30] or [Wednesday at 11]. Which works?"
Close: "You're set for [day/time]. I'm going to text you a confirmation right now with my name and the address. If anything changes, reply to that text. See you [day]."
Why it works: The opener references the specific vehicle and color, which proves the agent read the lead. "Is it still on your screen?" re-anchors the customer to the car. Two time options force a choice rather than a yes/no. The text confirmation locks it.
Script 2: Voicemail on a new lead
Most leads don't answer the first call. The voicemail's only job is to get a callback or a text reply. Keep it under 20 seconds.
Why it works: "A couple of things that aren't on the listing" creates a reason to respond. Pointing to the text gives the customer a low-friction way back. Do not leave the price, the stock number, or a long pitch. The voicemail is a hook, not a presentation.
Script 3: Inbound sales call ("Is that car still available?")
The customer called you. That's the warmest lead you'll get all day, and most BDCs fumble it by answering the question and letting the customer hang up.
Agent: "Let me check that for you. While it's pulling up, can I get your name?" [Get name.] "Thanks, [Name]. And a good number in case we get cut off?" [Get number.] "Okay, [Name], good news, it's here. Are you looking at it online right now?"
[Customer confirms]
Agent: "Great. It's one of the nicer ones we've had in. Is this something you'd want to see today or tomorrow? I can hold it for a set appointment so it's not sold out from under you."
[Offer two times, confirm, text.]
Why it works: Name and number are captured before the answer, so if the call drops the lead isn't lost. "I can hold it for a set appointment" gives a reason to book now. Never quote a price on an inbound call unless the customer forces it; price conversations belong in the showroom.
Script 4: Appointment confirmation (day before)
Show rate lives or dies here. A confirmed appointment shows at a dramatically higher rate than an unconfirmed one, and a confirmation call is also where you catch the customer who was never really coming.
[If wavering] "No problem. Would [alternate day/time] be easier? I'd rather move it than have you rush."
Why it works: Naming the salesperson makes the appointment real. Asking what to have ready deepens commitment and gives the sales team a head start. Offering to reschedule beats losing the appointment entirely.
Script 5: No-show follow-up (same day)
Call within an hour of the missed appointment. Not accusatory. The customer feels guilty enough already, and guilt doesn't book appointments.
Why it works: Leading with concern instead of "you missed your appointment" keeps the customer from getting defensive. The vehicle is still available; the door is still open. Two new times, same close.
Script 6: Unsold showroom follow-up (24 hours after visit)
The customer came in, drove the car, and left without buying. This is the highest-value call in the BDC because the customer has already invested time. Most stores never make it.
[If it's the number] "Got it. I'm not the one who sets the numbers, but I can get [Salesperson or Manager] to take another look if you're serious. If they could make it work, would you come back [day] or [day]?"
[If it's the car] "Understood. What was missing? Because we've got [X] more coming in this week and if there's a better fit, I'd rather you see it here than somewhere else."
Why it works: "What's your gut telling you?" gets the real objection instead of a polite deflection. The agent stays out of the price negotiation but creates a path back to the store. Mentioning incoming inventory keeps the relationship alive even if this car isn't the one.
Script 7: Lease maturity / equity outbound call
This is the outbound call that fills the pipeline when internet leads are slow. The customer isn't shopping, so the opener has to earn the next 30 seconds.
[If yes] "Here's the short version: based on what we're seeing on [Model] right now, there's a decent chance we could get you into something newer for close to what you're paying now, and in some cases less. I can't promise that without looking at your specific deal. Would you be open to a 15-minute appraisal, no obligation? I've got [day/time] or [day/time]."
Why it works: "You're not in trouble and I'm not selling anything today" disarms the reflexive hang-up. "Before the letters start" positions the agent as helpful rather than pushy. The offer is small (15 minutes, no obligation) and the close is the same two-option pattern.
The five rules behind every script
- Reference the specific vehicle in the first sentence. It proves you read the lead and re-anchors the customer.
- Never close with an open question. "When would you like to come in?" invites "I'll let you know." Two specific times invite a choice.
- Get name and number before you answer anything. Dropped calls and hang-ups happen. Don't lose the lead with them.
- Stay out of price. The BDC books appointments. The sales floor negotiates. Agents who negotiate on the phone lose the appointment and the deal.
- Every appointment gets a text confirmation and a day-before call. This is where show rate is won.
If you want to know whether your team is actually running these, pull five recorded calls from last week and listen for the five rules. Most BDCs we audit are hitting two of them. For the metrics that tell you whether the scripts are working, see the 5 BDC metrics every dealership should track weekly.
These seven scripts are a fraction of the full playbook. The complete TXC Auto BDC Agent Training Guide covers the text and email cadences that go with each call, objection handling by scenario, CRM discipline, and the scorecard we use to grade calls. If you'd rather have someone else run it, that's what our in-house BDC training and outsourced BDC agents are for.
Frequently asked questions
Should BDC agents read scripts word for word?
No. Scripts are for structure, not recitation. Agents should know the flow cold so they can hold the conversation while the customer goes off-script. The words above are a starting point; the sequence is what matters.
How long should a BDC call be?
An internet lead call that ends in an appointment usually runs 3 to 5 minutes. Longer than that and the agent is usually negotiating price on the phone, which is the sales team's job, not the BDC's.
What's the most important line in any BDC script?
The appointment close with two time options. Open-ended closes ("when would you like to come in?") invite a no. Two specific options invite a choice.
Do these scripts work for service BDC?
The structure does. Service calls need different openers (recall, maintenance due, declined-service follow-up) but the same discipline: state the reason, confirm the customer, offer two times, confirm and set a reminder.
How do I train agents on scripts without them sounding robotic?
Role-play with call recordings. Agents listen to a real call, then run the same scenario live with a coach playing the customer. Repeat until the flow is instinct and the wording is theirs.