Our client had the challenge of ensuring excellence in service across a dealership network of over 150 dealerships across the UK, each with a unique client base and competitor environment.
Global Insight consultants at Nunwood worked closely with sales directors during the design of the programme to ensure a clear match between current sales training material and research KPIs.
Each dealership across the UK received three specialised visits each quarter using scenarios developed from our client’s current sales focus. Furthermore, a selection of over and under performing dealerships were also selected for more in depth video mystery shopping visits.
Nunwood’s Film Production team used their video editing expertise to bring the results to life to deliver presentations at a regional and board level to engage the business and put the customer at the heart of decision making. This video material was also used to promote best practice across the business during sales training workshops.
Fizz technology facilitated hundreds of tailored reports to be delivered across all business levels from management summaries for the board, to regional reports and individual dealership actions, all delivered straight to the inbox within weeks of the visits.
Over 90% of dealerships flagged as underperforming ‘red light status’ for service in initial research actually improved their mystery shopping score following receipt of their first set of actions, and four in ten moved to ‘green light status’ demonstrating the immediate impact of results.
