A good dealership process has to hold up when the conversation gets unpredictable.
In this episode of Dealer Tech Tuesdays, Kyle Disher, CEO of Rev Dojo, joins our CEO, John Acosta, for a conversation about sales process, BDC performance, manager involvement, mystery shopping, and AI.
Kyle keeps coming back to a simple idea: the process has to be clear enough for the team to use when the conversation doesn’t go as planned.
Then Kyle puts it to the test with a live mystery-shop call. The salesperson is helpful and finds another vehicle in the customer’s price range, but the appointment is never asked for. It’s a good example of how one missed step can change where the call ends up.
They also get into what it takes for a process to stick after training, especially manager buy-in and repetition.
One of the best moments comes when John asks Kyle how he became comfortable making live customer calls in front of a room.
Kyle’s answer is simple: “It didn’t take balls, it took repetition.” He trusts the process because he’s run it enough times to know it works.
Later, Kyle and John talk about AI and the future of BDC operations. That opens up another question: what work should technology handle, and where are people still most valuable in the customer conversation?
For dealership leaders, the conversation gets practical about what makes a process easier to coach, repeat, and actually use.
Watch the full episode for the live mystery shop and Kyle’s take on what makes a process stick after the training ends.
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