5 Proven Phone Skills Every BHPH Dealership Must Master

In the Buy Here Pay Here (BHPH) business, the phone is still your most powerful sales tool. It’s the first point of contact with many potential customers, and it sets the tone for the entire sales process. Over the past 22+ years, I’ve trained more than 1,000 agents and worked with over 150 dealerships — and I’ve seen one thing hold true: strong phone skills are the difference between a lost lead and a closed deal.

Here are five phone skills every BHPH dealership must master:

1. Answer Every Call Like It’s a $10,000 Opportunity

Because it is. In BHPH, every lead has the potential to bring in thousands in revenue. That means answering with energy, professionalism, and focus. Avoid letting calls ring more than twice and always use a friendly, upbeat tone.

2. Control the Conversation — But Don’t Dominate It

Your job isn’t just to answer questions — it’s to guide the caller toward an appointment. Ask open-ended questions, listen actively, and redirect the conversation if it starts to drift away from your goal.

3. Perfect Your Appointment-Setting Script

Inconsistent language leads to inconsistent results. A clear, proven script ensures every caller gets the same high-quality experience and increases the chance they’ll show up at your dealership.

4. Handle Objections with Confidence

From “I’m just looking” to “I can’t make it today,” objections are a natural part of the sales process. Train your team to anticipate the most common ones and have confident, empathetic responses ready.

5. Follow Up, Follow Up, Follow Up

The sale rarely happens on the first call. A structured follow-up process — calls, texts, and emails — keeps your dealership top of mind and increases the chance of conversion.

Final Thoughts

Phone training isn’t just about what to say — it’s about how to say it. By mastering these five skills, your BHPH team will set more appointments, close more deals, and build stronger relationships with customers.

If you want proven scripts and hands-on phone skills training for your team, book a free strategy call with BHPH eTraining today.