Automotive
___________Dealer Audits
INITIAL SITUATION
A study needed to be carried out to audit the salespeople of its dealer network to control and measure the degree to which they comply with the steps and conditions. that, By protocol, defined internally by the company, they must enter the scene in the entire dealership commercial process.
METHODOLOGY
A study was carried out Mystery Shopping by carrying out audits at the national level with different auditor profiles and simulating different fictitious scenarios to see the performance of the sales network.
OBJECTIVES AND RESULTS
Deficiencies and areas for improvement were detected that allowed our client to develop proposed solutions to improve and comply with internal protocols.
Our client uses this tool, periodically, to send to the different dealers in its sales network so that they can provide excellent service to customers and to help provide them with solutions to obtain better sales results.
A real vision of the customer experience was obtained for each touchpoint.
