Playbook: How To Use Data Ups (Variable/Sales)

Matthew Gibson
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What are Data Ups?

 

Data Ups are AI-surfaced opportunities that Fullpath finds automatically, or designated by leadership, in your dealership’s own customer data, based on buying behavior rather than form fills. A shopper doesn’t have to submit a lead to show up: it could be a past customer browsing your VDPs right now, a customer with positive equity who is actively shopping, or an old lead who has come back to your website. These are your “Hand Wavers”: customers whose behavior shows they’re ready to buy, even though they haven’t raised their hand.

 

The Value of Data Ups

  • High-Intent Prospects: These shoppers are actively engaging with competitors, making them “hotter” than standard leads.
  • Action-Oriented Interest: Unlike “Hand Raisers” who just ask for info, these are “Hand Wavers”: customers signaling intent through real-time behavior.
  • Streamlined Fullpath Workflow:
    • Full Transparency: Track every interaction and add detailed notes seamlessly.
    • Performance Insight: Monitor store-level tool adoption in real time.
    • Proven ROI: Automatically attribute “shoppers touched” to “units sold” via CRM integration.
       

How to Use This Playbook

  1. Don’t chase everything at once. Pick your single biggest constraint — lapsed customers, declined work, first-service capture — and start there.
  2. Base decisions on data, not gut feel. Use the Service Dashboard to size the opportunity before you commit the team.
  3. Define success before you start. Set a specific, measurable target for each play you run.
  4. Over-communicate the why. Advisors adopt what they understand — explain how each play moves a number they get paid on.
  5. Treat the first 60–90 days as a test. Fix the process, never blame the team. Retire or rework what isn’t converting.
     

 

The Daily Operational Rhythm

Success with a CDP doesn't happen by accident; it comes from consistency. Here is the operational cadence your key departments need to drive results.

 

For Sales or BDC: “The Players on the Field Using Data Ups”

Your goal is to engage active shoppers and previous transacting customers before they shop a competitor. To learn or use our most popular opportunity lists, see Build & Save Custom Opportunity Lists.

 

The Morning Coffee Routine (15 Minutes): Running “Strategic Plays”

  1. Check your Data Ups dashboard. Look for active customers who have not submitted a lead but have had recent activity, engagement, or both.
    • Indicator: Look for recent engagement. A customer who hasn't submitted a lead or visited the dealership in some time, but viewed VDPs (Vehicle Detail Pages), the Trade-In page, or Specials pages in the past several days, is signaling shopping interest and intent.
       
  2. Review the Shopper 360 profile. Before dialing, gather intelligence.
    • Check the AI Summary: What does the AI summary recommend? What vehicle or marketing messages has the customer recently engaged with? Have they recently completed a service repair? A high repair bill is a great trigger for a trade-in conversation.
    • Check Equity: Are they in a positive equity position? Knowing they can lower their payment before you call changes the tone of the conversation.
       

  3. Make the “soft” outreach. Do not call and say, “I saw you on our website.” It feels like surveillance.

     

    Say this instead: Service angle

    “Hi [Customer First Name], this is [Your Name] from [Dealership Name]. I was reviewing our dealership records and saw your [Current Vehicle] is coming due for its next service milestone / was recently in for a service appointment. We are actually low on inventory for that specific model and wanted to touch base with you. Would you be open to an appraisal update?”

    Say this instead: Upgrade angle

    “Hi [Customer First Name], this is [Your Name] from [Dealership Name]. I was just reviewing our records and noticed your last visit was back in [Timeframe]. You might have recently received some emails about upgrading or trading in your current vehicle, so I wanted to personally follow up and see how we can assist you today. Have you considered exploring options for your next vehicle? If so, I'd love to help answer any questions or set up a time for you to come in for a quick test drive. Our team's here whenever you're ready!”

 

How to Run the Play (Every Play, Every Day)

  1. Select & train players: Sales Advisors, Sales BDC. Make sure the team knows WHY each list exists and WHICH talk track goes with it.
  2. Run the play daily: review the list → review the Shopper 360 → validate info in the CRM/DMS → engage with the play’s talk track.
  3. Follow up & record outcomes: Contact made — book the appointment. No contact — leave the voicemail, send the follow-up email or text, document in CRM.
  4. Monitor performance & drive accountability: Leadership reviews the Dashboard, coaches, and adjusts the process — not the people.

 

7 Core Data Up Opportunity Lists for Your Sales or BDC Teams

 

Follow this order to prioritize high-intent shoppers first. If a customer appears on multiple lists, lead with the most relevant, high-action message before moving to lower-funnel “touch bases.” As you engage, customers automatically shift to the Touched Opp column to keep your workflow clean. The recommended operational flow and talk tracks are outlined below.

  1. Service-to-Sales Conversion (Requires Service Appointment Data)
  2. Lingering Leads
  3. 5+ VDP Views Last 14 Days
  4. Positive Equity + Actively Shopping (Requires Equity Power-Up)
  5. Lease or Finance Maturity (1–6 Payments Remaining)
  6. Previous Sale or Service + Actively Shopping
  7. Prospects Actively Shopping

 

Plays and Talk Tracks

Play #1: Service-to-Sales Conversion

Goal: Engage customers with upcoming service appointments who have recently shopped inventory, own a vehicle the dealership wants to buy, or have high equity.

Voicemail script

“Hi [Customer Name], this is [Your Name] from [Dealership]. I saw you have a service appointment coming up on [Day]. We're actually low on pre-owned inventory for [Their Vehicle Model] right now, and my manager authorized me to make aggressive offers. I'll have a quick appraisal ready for you when you arrive. No obligation, I just wanted to let you know your car is in high demand right now. See you [Day]!”

Live call script

“Hi [Customer Name], thanks for scheduling your service for [Day]. I was reviewing our upcoming appointments and noticed you're driving a [Year/Make/Model]. We have a shortage of that specific model in our used inventory right now. Would you be open to a 10-minute appraisal while you're waiting? We're offering above-market value for trade-ins like yours this week.”

Email follow-up

Subject: Quick question about your [Vehicle Model] service

Hi [Name], looking forward to seeing you on [Day]. Since your [Model] is in high demand, would you be open to a complimentary trade valuation while you wait? It takes about 15 minutes. Let me know if you're interested.

Play #2: Lingering Leads (Unsold Sales Leads Now Actively Shopping)

Goal: Convert old leads who have re-entered the market.

Voicemail script

“Hi [Customer Name], it's [Your Name] from [Dealership]. I know we spoke a few months back about a [Vehicle]. I actually just saw a [Similar Vehicle] come across my desk that reminded me of what you were looking for. I wanted to reach out personally before it hits the lot. Call me at [Number].”

Live call script

“Hi [Customer Name], this is [Your Name] with [Dealership]. We spoke a while back about a vehicle, and I wasn't sure if you ever found one. I ask because we just received a shipment of [Model They Viewed] that have some great incentives this month.”

Email follow-up

Subject: Still looking for a [Vehicle]?

Hi [Name], circling back on our conversation from a few months ago. Are you still in the market? I have a few new arrivals that match what you were looking for. Let me know if you've already purchased or if you're still exploring.

Play #3: 5+ VDP Views Last 14 Days

Goal: Use the “Friday discount” as a reason for a follow-up call, rewarding them for being on the email list with exclusive early access.

Voicemail script

“Hi [Customer Name], this is [Your Name] from [Dealership]. We've sent you a few emails regarding the [Model] lately, but I wanted to follow up with a quick call. We are actually discounting the price on that specific unit this Friday, and since you're already in our system, I wanted to give you first dibs on the new numbers before they go live. Give me a call back at [Number] if you'd like the early details.”

Live call script

“Hi [Customer Name], this is [Your Name] from [Dealership]. I'm following up on a few emails we sent your way regarding the [Model]. I wanted to reach out personally because we're dropping the price on that vehicle this Friday. Before that new price hits the public sites, I wanted to give you an incentive to come in early and get first dibs since you've been on our list. If I could get the price to a spot that works for you, would you want to come by this week to take a look?”

Email follow-up

Subject: Following up on my emails / Friday update

Hi [Customer Name], I've sent you a few updates on the [Year/Make/Model] lately, but I wanted to reach out with some inside info. We are officially discounting the price on this vehicle this coming Friday. Before that new price goes live to the general public, I wanted to offer you the first look. If you're still interested, I can share the new numbers with you today and get you in for a test drive before the weekend rush. Are you available for a quick chat or a visit before Friday?

Play #4: Positive Equity + Actively Shopping

Goal: Leverage equity as a down payment to lower monthly payments on a new car.

Voicemail script

“Hi [Customer Name], this is [Your Name] from [Dealership]. I have some good news regarding the value of your [Current Vehicle]. Based on current market conditions, you're sitting in a very strong equity position. This means you could potentially upgrade to a brand new model while keeping your payments very similar. Give me a call at [Number] to discuss.”

Live call script

“Hi [Customer Name], this is [Your Name] from [Dealership]. I was reviewing client accounts and your [Current Vehicle] stood out. It's held its value incredibly well. In fact, you have significant equity right now that you could use as a down payment on a newer model. Have you thought about upgrading if the numbers made sense?”

Email follow-up

Subject: Good news about your [Vehicle] value

Hi [Name], quick update: your [Current Vehicle] is worth more than you might think right now. You have positive equity that can go directly toward a new vehicle, potentially lowering your monthly payment. Would you be open to seeing a side-by-side comparison?

Play #5: Lease or Finance Maturity Engagement

Goal: Retain customers with expiring contracts before they shop competitors.

Voicemail script

“Hi [Customer Name], this is [Your Name] from [Dealership]. I see your [Lease/Finance] agreement is coming up for maturity soon. You actually have some great options right now, including a potential pull-ahead program that could waive your remaining payments. Call me back at [Number] so we can review your options before the term ends.”

Live call script

“Hi [Customer Name], this is [Your Name] from [Dealership]. I'm calling about your [Vehicle]. I see you're coming up on the end of your term. We have huge demand for lease returns right now, and in many cases we can get you into a brand new [Model] for a similar payment to what you have now. When is a good time to stop by for a quick portfolio review?”

Email follow-up

Subject: Your [Vehicle] Lease Maturity Options

Hi [Name], your lease on the [Vehicle] is ending soon. You have options: 1) Upgrade to a new model (often with loyalty incentives), 2) Purchase your current vehicle, or 3) Return it. Let's schedule a 15-minute call to see which makes the most financial sense for you.

Play #6: Previous Sale or Service + Actively Shopping

Goal: Re-engage past customers who are browsing your website right now without revealing digital tracking.

Voicemail script

“Hi [Customer Name], this is [Your Name] at [Dealership]. It's been a while since your last visit! I was just reviewing some records and thought of you. We have some new [Model They Viewed] inventory that just landed and isn't even online yet. Give me a call back at [Number] if you're thinking about an upgrade.”

Live call script

“Hi [Customer Name], this is [Your Name] at [Dealership]. I hope your [Current Vehicle] is treating you well! I was just doing a portfolio review and noticed you might be in a great position to upgrade right now due to current market values. Have you given any thought to a newer model recently? I have a few options that just arrived.”

Email follow-up

Subject: Thinking of you / Portfolio Review

Hi [Name], hope all is well. I was reviewing client portfolios today and saw you might be in a strong equity position on your [Current Vehicle]. I have a few new [Model They Viewed] in stock that I think you'd love. Are you free for a quick call this afternoon?

Play #7: Prospects Actively Shopping

Goal: Engage prospects who are actively shopping on your website.

Voicemail script

“Hi [Customer Name], this is [Your Name] at [Dealership]. It's been a while since we last touched base. I was just reviewing some records and thought of you. We have some new [Model They Viewed] inventory that just landed and isn't even online yet. Give me a call back at [Number] if you're thinking about an upgrade.”

Live call script

“Hi [Customer Name], this is [Your Name] at [Dealership]. I hope your [Current Vehicle] is treating you well! I was just doing a portfolio review and noticed you might be in a great position to upgrade right now due to current market values. Have you given any thought to a newer model recently? I have a few options that just arrived.”

Email follow-up

Subject: Thinking of you / Portfolio Review

Hi [Name], hope all is well. I was reviewing client portfolios today and saw you might be in a strong equity position on your [Current Vehicle]. I have a few new [Model They Viewed] in stock that I think you'd love. Are you free for a quick call this afternoon?