Introduction

Used Car Dealer CRM: Tracking Marketplace Lead to Sale turns scattered Facebook Marketplace, Craigslist, and OfferUp messages into one clean pipeline. You’ll get stage definitions, required fields, automations, reply scripts, dashboards, and a 30–60–90 rollout that connects every test drive and deal back to its source.

1) CRM Pipeline for Used Car Dealers (Stages & Exit Criteria)

2) Essential Fields & Data Model (Lead, Vehicle, Deal)

Webhook/Event Naming

lead.created, lead.updated, message.inbound, message.outbound, appointment.booked,
appointment.no_show, appointment.held, deal.proposed, deal.closed, attribution.updated

3) Marketplace Lead Capture & Webhooks

1. Connect each channel to your CRM inbox. Use unique numbers/links per source.
2. Auto-create lead with source, message transcript, unit clicked, and timestamp.
3. Deduplicate via email+phone heuristic; merge threads but keep source touchpoints.

Sample Payload

{
  "event":"message.inbound",
  "source":"facebook_marketplace",
  "lead":{"name":"Sam R","phone":"+15551234567","city":"Tulsa"},
  "vehicle":{"vin":"1HGCM82633A123456","stock":"A197","price":12990},
  "message":"Is this still available?",
  "first_seen":"2025-11-13T14:05:00Z"
}

4) SLAs, Auto-Replies & Qualification Scripts

Hi {First Name} — yes, the {Year Make Model} is available.
Are you near {City}? Trade-in? Cash or financing?
Two test drive times: {Today 5:30} or {Tomorrow 11:00}. Reply "BOOK" to lock one.
Txt STOP to opt out.

5) Test Drive Scheduling & No-Show Prevention

• Auto-create calendar event with stock#, lot location, and staff owner.
• Send map pin, parking note, required docs, and rain plan.
• No-show sequence: quick reschedule + two alternates + nurture tag.

6) Attribution: UTM, First/Last-Touch, Multi-Touch

• First touch: Where they discovered you.
• Last touch: What triggered the appointment.
• Multi-touch: Weight Marketplace view + SMS + phone call to split credit.

Use unique tracking numbers and parameterized links (e.g., utm_source=marketplace&utm_medium=organic&utm_campaign=used_car_2025).

7) Automations: Tasks, Nurture, Status Changes

1. New lead → assign owner, send first reply, create “Call in 10m” task.
2. Reply received → set stage to Contacted; start qualification checklist.
3. Appointment booked → stage: Test Drive Set; schedule reminders.
4. No response 48h → move to Nurture; send alt unit list.
5. Deal closed → request review; trigger post-sale service campaign.

8) Inventory Sync, VIN Decoding, Photos & Pricing

• Nightly sync: status, price, miles, photos. Lock price changes to audit trail.
• VIN decode to auto-populate trim, engine, options; attach reconditioning costs.
• Photo standard: hero, cabin, infotainment, engine bay, wheels/tires, CarFax badge (if licensed).

9) Call/Text Tracking, A2P/Consent, Transcript Logging

• Provision unique numbers per source; auto-log calls and recordings to the lead.
• Texting: capture opt-in, include HELP/STOP, respect quiet hours.
• Summarize transcripts with action items; tag objections (price, payment, timing).

10) KPIs & Dashboards (From DM to Sold)

Sample SQL (Median time lead→test drive)

SELECT PERCENTILE_CONT(0.5) WITHIN GROUP (ORDER BY EXTRACT(EPOCH FROM (td_time - lead_time))/3600)
AS median_hours
FROM deals
WHERE source='marketplace' AND td_time IS NOT NULL;

11) Security, PII & Roles

• Restrict export of full lead lists; mask partial phone/email in reports.
• Use least-privilege roles: Sales, Manager, Admin, Marketing.
• Rotate API keys and phone numbers; audit login and data exports.

12) 30–60–90 Day Rollout Plan

Days 1–30 (Foundation)

1. Define pipeline stages and exit criteria; add required fields.
2. Connect Marketplace/Craigslist/OfferUp; provision tracking numbers.
3. Install instant replies + qualification script; set SLAs.

Days 31–60 (Momentum)

1. A/B test first replies and appointment CTAs.
2. Launch dashboard; review by source weekly.
3. Enable nurture sequences with alternate units.

Days 61–90 (Scale)

1. Expand to nearby cities; add inventory syndication.
2. Boost only high-converting units; prune low performers.
3. Create 2 case studies; systematize review asks.

13) Troubleshooting & Optimization