"What is your best out-the-door price, including all taxes and fees, for this specific vehicle?"
The full timeline of every customer touchpoint across email, phone, text, and AI, captured, timestamped, and scored. The gaps below are where deals quietly walk to the competitor.
Customer submitted lead via Toyota corporate site.
Phone Resp criterion auto-failed. No voicemail captured in Day 1 window.
+5 min, auto trade-value text. Captured text Resp but personal email + phone Resp still open.
+4h 12m after lead. Content quality 70/80 but timing auto-failed Resp window. −10 pts on Resp.
Full day silence. No follow-up call, text, or email. Cadence gap.
"Still interested in the Corolla?" Generic re-engagement. No qualifying questions, no new value.
7.5-minute connected call on first attempt. Pro intro, listening, CRM access. Missed customer-name use (−10) and "why this dealership" value statement (−15).
3 emails, 1 text, no calls across 8 days. No multi-channel reinforcement. No AI layer.
Same submit time as your store.
+2 min, Phone Resp criterion captured. Voicemail named the vehicle and the rep.
Brand email + AI text from their AI agent. Multi-channel coverage in 3 minutes.
+6 min after lead. Pro intro, Corolla LE named with $23,187 price, directly addressed out-the-door question, engaged trade, multi-option CTA.
AI reinforcement + manager email. Two layers working together.
Sustained cadence. AI text scheduled, plus dealer email with new inventory match.
Same score as your store on the call itself. Both stores missed customer name use + value statement.
VMs every 1–2 days. AI text Days 7, 10, 12. Second rep introduced Day 6. Two text-enabled lines. 26 touches vs your 18.
Your store's IQR content was strong, 70 of 80 IQR points is well above the program average. Your rep handled the inbound call professionally and connected on the first attempt. By the time the customer engaged with you directly, your execution was solid.
The pricing gap compounds the cadence gap. Your internet price for the same 2026 Corolla LE configuration was $1,442 higher than the competitor's. For a customer comparing two Toyota stores on the same lead, the Day 1 written price difference is the anchor. Combined with a 4-hour faster IQR, the competitor walked into the showroom conversation with the customer's trust already established.
The phone calls scored identically, both stores connected on first attempt, both delivered solid 7.5–8 minute conversations, both missed customer-name use throughout and the "why this dealership" value statement mid-call. That's coachable behavior on both sides. But the competitor never had to recover from a slow start.
The thinner cadence after Day 5 is the second compounding problem. Your store ran 18 touches across 13 days. The competitor ran 26, eight more touchpoints across the same window, with multi-channel reinforcement (AI text + personal email + voicemail) on most days. The buyer who hadn't decided by Day 5 was being engaged by the competitor twice as often through the back half of the shop window.
Every Engagement Intelligence report ends with a written action plan, not a recommendation, but a list of specific moves tied to specific people and behaviors. These are the six that would have changed the outcome on this shop.
Your IQR was 4 hours 12 minutes late on this lead. The competitor's was 6 minutes. Standardize a 30-minute IQR window with BDM accountability for compliance. Add a 5-minute first-touch SLA for outbound voicemail on every internet lead. Tie compliance to BDR scorecards and review daily.
The competitor's cadence used AI text reinforcement on Days 1, 3, 4, 7, and 10, every day there wasn't a personal touch. Your store relied entirely on manual rep outreach, which created the gap days. Add an AI text agent into the cadence to fill the gaps and reinforce the rep's personal communication.
Your store was $1,442 higher than the competitor on the same 2026 Corolla LE configuration. On comparative shops, the Day 1 written price gap is the single biggest anchor. Build a weekly comp-pricing audit into the BDC or sales-management workflow on top-mover units.
Both stores' phone calls scored 80/100, both missed customer-name use throughout the call body (−10) and the "why this dealership" value statement mid-call (−15). These are the two most common scored gaps in the Program. Run a 30-day coaching cycle with role-play and recorded review on these two specific behaviors.
Your store had a full silence day on Day 2 and another on Day 6. The competitor had a touch on every single day of the first week. Codify a rule: no fresh lead goes a calendar day without at least one outbound touch through Day 14. Track in the CRM daily, accountability on the BDM.
Neither store delivered the complete itemized out-the-door breakdown in writing, both asked qualifying questions but neither sent the final number. For real customers, getting that breakdown in writing within 24 hours of the qualifying questions is the next conversion lever. Standardize a "Day After the Call" template that mirrors the call's qualifying answers back into a written quote.
Your store lost this shop on speed and cadence, not on content. The IQR content (70/80) and the phone call (80/100) were both solid, within reach of the competitor's scores once you've engaged. What killed the comparison was the 4-hour delay before the first personal touch, the absence of an AI reinforcement layer, the $1,442 pricing gap, and the sparse cadence in the back half of the shop window.
These are the gaps where deals walk to competitors quietly, and they're fixable. The six action items above represent roughly 60 days of focused execution to close the 23-point gap and put your store in a position to win the next comparative shop instead of losing it.
Engagement Intelligence shops are one of three tools inside the Pinnacle program. Add the operating system that fixes what the report finds, and the carry-forward accountability that makes sure it stays fixed.