Sales Concierge Program
The Subaru Sales Concierge Program is a complimentary service funded by SOA that helps retailers connect with internet leads who provide a phone number, improving close rates and customer engagement.
How It Works
- Fast Lead Contact: Eligible Internet Leads are sent to the Subaru Sales Concierge Center (SCC) within 15 minutes of submission. Subaru also sends the lead to the retailer at the same time.
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Call Process:
- SCC calls eligible Internet leads on behalf of the nearest participating retailer.
- Up to 2 call attempts within 48 hours.
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Operating hours: Mon–Fri 8AM–11PM, Sat 8AM–10PM, Sun 11AM–6PM.
- Times above are EST, please note customers are not called after 8 pm local time (according to the area code of their phone number).
- Concierge answers questions, sparks interest in Subaru models, and schedules appointments.
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Call Outcomes:
- Appointment set for the retailer
- “Hot” lead for follow-up
- No interest currently
Appointment Follow-Up
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When an appointment is scheduled, the retailer’s key contact receives an email with:
- Appointment time
- Customer’s model interest and preferences
- Relevant transaction details (color, options, trade info, financing interest, etc.)
- Hot leads are also emailed to the retailer’s key contact with any with key buying signals that SCC obtained
Why Use Concierge?
- Extended Hours & Quick Contact: Incremental appointments are set quickly.
- Neutral 3rd Party: Customers often share important buying info they may not share directly.
- Do no harm calls. If the customer indicates they are already working with a retailer, SCC thanks them for their interest and ends the call
No Dealer Cost
Best Practices
- Recommended key contact: Sales Manager
- Confirm appointments promptly and ensure requested models are available for test drives.
- Concierge only calls leads with phone numbers and schedules for the closest participating retailer.
Program Support is offered at info@subaruserviceconcierge.com.
Subaru Concierge Program – Q&A
What is the Subaru Concierge Program?
It’s a complimentary calling service that connects retailers with internet leads who provide a phone number, helping increase appointments and close rates.
How quickly will leads be contacted?
Leads are dual posted to SCC and the retailer at the same time.
Who makes the calls?
Subaru Foundations certified reps from SCC calls on behalf of the nearest participating retailer, identifying themselves as the Subaru Concierge Call Center.
When does the Concierge make calls?
Hours of operation are:
- Monday–Friday: 8AM–11PM EST
- Saturday: 8AM–10PM EST
- Sunday: 11AM–6PM EST
- Calls are not made after 8 pm local time
How many times will a lead be called?
Up to 2 times within 48 hours.
What are the possible outcomes of a call?
- An appointment is set for the retailer
- A “hot” lead is sent to the retailer
- The customer is not interested currently
How does the retailer receive appointment details?
The retailer’s designated key contact receives an email with appointment time, model interest, and any relevant transaction information (color, options, trade info, financing interest, etc.).
Who should be the key contact at the store?
The Sales Manager is ideal, as they can promptly confirm appointments and ensure requested models are available for test drives.
What if the retailer contacts the customer first?
Concierge will ask if an appointment is already set. If so, the call ends. If not, they will attempt to schedule an appointment on behalf of the retailer.
Will Concierge call every lead?
No, only leads that include a phone number.
Can a retailer opt-out?
Yes. Retailers can opt-out at any time by emailing info@subaruserviceconcierge.com.
How does Concierge know the retailer’s inventory?
Agents reference the retailer’s website. During shortages, they focus on scheduling appointments to discuss available, in-transit, or potentially submitting sold orders vehicles.
Is there a cost?
No, the program is completely free for participating retailers.