As dealers try to increase gross profit there is one area that is often missed.  Incoming calls into the service and parts departments.  Most dealerships provide phone training for the sales staff and integrate some of this within all variable operations, but more phone calls come into the service and parts areas and the employees fielding these calls often are like "411".  Each call that comes in needs to be handled in a consistent way and has the goal of converting the phone call into gross.  Listen to how your dealership handles these calls and make the corrections neccessary to create gross profit to your store.