As part of an ongoing training program we were asked to carry out mystery shops on the trainee Sales Executives. The shoppers report combined with email correspondence and video footage enabled up to gain an understanding of the Executive's knowledge levels and communication skills and has proved invaluable in the ongoing development of the sales team.
Baileys Nissan has served the Canterbury area for over 60 years and prides itself on delivering a first class customer experience.
We have been training and developing Sales Executives since February 2013 and will be extending this support to the Aftersales department.
As part of an ongoing training program we were asked to carry out mystery shops on the trainee Sales Executives to monitor their ability to build rapport and develop the relationship whilst gauging their understanding of the sales process.
We injected enquiries in to the business via their website which were passed to the individual we wanted to assess. We then measured their communications and ability to make an appointment right through to the visit and the follow up. Our shoppers are wearing the latest HD Surveillance Recording equipment and often visit as a couple.
The shoppers report combined with the email correspondence and video footage helped us and the management team gain an understanding of the Executives skill levels and ability to communicate with the customers. We have been able to use this to give constructive feedback to the individuals and aid their development.
“The ability to measure and monitor the trainee Sales Executives in this way is invaluable, this in turn has helped us develop them in to a much better proposition as far as the customer is concerned.”
Brian Smith – Dealer Principal
We have been able to tailor the shops to the individuals and select them rather than relying upon a random result as with more traditional mystery shops. By measuring those from the initial enquiry right through to the follow up we are able to look at the entire process and gain an important insight into the quality of their enquiry management. The result of these mystery shops have been invaluable in the ongoing development of the Sales Team.