Our client wanted to conduct a study to audit the salespersons of its dealership network and measure how much they complied with the steps and conditions that by protocol, defined internally by the company, must be applied during the sales process.
A Mystery Shopping study was conducted with nationwide audits with different profiles and simulating different fictitious scenarios to see how the salespersons perform.
OBJECTIVES AND RESULTS
Deficiencies and areas of improvement were detected, allowing our client to develop solutions to improve and comply with internal protocols.
A real insight into the customer’s experience was obtained for each touchpoint.
Our client uses this tool on a regular basis to send to the different dealerships of its network so that they can provide excellent service to customers and to help give them solutions to achieve better sales results.