The thank you call is one of the most neglected practices in car sales. Most reps are so focused on the next deal that they never follow up with the customer they just delivered. That silence costs referrals, repeat business, and CSI scores.

A thank you call takes three minutes. Here is the script.

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When to Make the Thank You Call

Timing: Three to five days after delivery. Not the same day (too soon — let them enjoy the vehicle) and not two weeks later (too late — the excitement has faded).

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The Thank You Call Script

Opening

"Hey [Name], this is [Rep] from [Dealership]. I just wanted to call and say thank you for choosing us — and to check in on how the [Vehicle] is treating you so far."

Simple, warm, and not a sales call. The customer needs to know immediately that this is not an attempt to sell them something else.

Check-In Question

"Everything going okay with the vehicle? Any questions about features or controls I can help with?"

This creates genuine value. Many new vehicle owners have questions about technology, settings, or service scheduling but do not know who to ask. Being the answer builds loyalty.

Referral Bridge (Natural, Not Forced)

"I'm glad to hear it. Hey, I wanted to mention — I really enjoy working with people like you, and most of my best clients come from word of mouth. If you know anyone who's thinking about getting into a new vehicle in the next few months, I'd love an introduction. I promise I'll take care of them."

See Referral Request Script for more on this moment.

Service Connection

"One more thing — if you ever need anything from our service department, just ask for me directly and I'll make sure you're taken care of. You shouldn't have to feel like a stranger when you come back."

This ties the customer's ownership experience back to you personally, not just the dealership.

Close

"Thanks again, [Name]. It was genuinely a pleasure. Enjoy the [Vehicle]."

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Full Dialogue Example

Rep: "Hey David, it's Jordan from Riverside Toyota. I just wanted to call and say thank you for your business last week — and check in on the Camry. How's it feeling?"

Customer: "Oh hey, yeah — it's great. I love it."

Rep: "Glad to hear it. Everything going okay with the tech? The first time you use the wireless charging or the navigation, it can be a little different from what people expect."

Customer: "Actually, yeah — I haven't figured out how to connect my phone to the navigation."

Rep: "I can walk you through that right now if you have two minutes. [Walks through it.] That's it — should work from now on. Easy once you know the trick."

Customer: "That's awesome, thanks for calling."

Rep: "Of course. Hey, before I let you go — if you have any friends or family who might be thinking about a new vehicle, I'd really appreciate an introduction. I build my business on good referrals and you've been great to work with."

Customer: "Actually, my brother has been talking about getting a truck. I'll send him your way."

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Voicemail Version

If no answer:

"Hey [Name], it's [Rep] from [Dealership]. Just calling to say thank you — it was a pleasure working with you. I wanted to make sure you're all set with the [Vehicle] and check if you had any questions about anything. My direct number is [number]. Thanks again. Enjoy it."

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Why This Call Works

The thank you call works because most customers do not expect it. They expect silence after the sale. When you call — just to say thank you and check in — you stand out from every other dealer experience they have ever had.

That stands out at CSI survey time. It stands out when their friend asks for a dealership recommendation. It stands out when their lease ends in three years.

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Practice the Thank You Call

DealSpeak's AI roleplay includes post-delivery scenarios where reps practice the thank you call — including the natural transition to a referral ask. Getting the tone right (genuine, not scripted) takes a few practice runs.

For related scripts, see Post-Purchase Follow-Up Call Script and Delivery Day Script That Generates Referrals.

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FAQ

Should I call every customer or just the ones I had a good relationship with? Every customer. Even average interactions deserve a follow-up. You never know which customer will become your best referral source.

What if I can't reach them? Leave a brief voicemail and send a text the same day. A quick text saying "Hey, just wanted to thank you and check in on the [Vehicle] — hope you love it" also works.

What if the customer has a complaint? Handle it. Do not dodge it. A customer who calls with a complaint is giving you the chance to fix the relationship before they leave a review or talk to their network.

How does the thank you call affect CSI scores? Significantly. Customers who receive a genuine follow-up call almost always rate their experience higher than those who do not.

Is a handwritten thank you note better than a call? Different — not better or worse. A handwritten note shows effort and is more memorable, but it cannot answer questions or receive a referral in real time. Use both.