Picture this: A customer, “John Doe,” is just beginning his shopping process, so he starts by investigating dealerships in his area. A quick Google search yields three stores nearby, all with positive reviews and robust inventories. Most customers would submit an internet lead and begin working with a salesperson or BDC agent, but John is old fashioned. He wants to bypass the internet process, preferring to call the dealership directly. In this event, the first contact he would have with each dealership would be the with receptionist or switchboard operator.