Similar to a project recently orchestrated by EFG Companies, Car Wars released an industry report on Monday covering insights fueled by artificial intelligence involving dealerships’ interactions with potential customers.

Using Car Wars’ AI-fueled Mystery Shop solution, the company’s data analysts conducted research on thousands of dealership calls to examine communication and phone skill trends across all OEMs and states.

Car Wars found only 15.77% of agents ask customers about vehicle preferences over the phone. Additionally, only 4.88% of calls created a sense of urgency with the customer, highlighting a crucial opportunity for improvement.

The company said understanding these communication trends and how to improve the metrics at your dealership is crucial for optimizing your customer outreach.

“Car Wars’ new data study provides dealerships with actionable insights that can transform how they handle phone interactions,” said Jackie Bowers, executive vice president of product planning and marketing at Car Wars.

“By understanding and implementing these AI-driven strategies, dealerships can elevate their customer service, foster stronger relationships, and ultimately drive better sales outcomes,” Bowers continued.

Car Wars reiterated that its Mystery Shop Scorecard is a comprehensive AI-driven tool designed to evaluate and improve phone handling skills across dealerships.

Traditionally, mystery shop services charge dealers by the call, leading dealers to obtain only a small sample size. What’s more, these services are based on simulated conversations, instead of real customer calls.

Car Wars’ Mystery Shop Scorecard is designed to improve this concept by grading 100% of fresh phone-ups at your dealership using specifically trained large language models.

Dealerships can learn more about the Car Wars’ findings and solutions as well as access the full report by going to www.carwars.com/home/a/mystery-shop-research-study/.