Automotive sector mystery shopping

After the vehicle inspection, it is essential for the mechanic to offer the right explanations about the overhaul, repair, etc.

In many cases, we also implemented small failures in the vehicles to check if the mechanic could detect it and effectively revised all the points established by the brand.

A timely and correct handling of every lead received in the dealership, either from the website, the dealership or from other platforms, is essential to complete the sale.

On the other hand, the response capacity to a phone customer request will also be critical.

As Oscar Wilde mentions: “There is never a second chance to make a good first impression”.

Every brand has its own standards and many of them are part of its identity. With a Mystery Shopping programme, it will be possible to check the level of compliance to such rules and to know the experience of real and potential customers who visit a certain dealership. For instance, how to take an appointment for the repair garage, the vehicle reception on-site or the selling arguments, the timely and correct handling of leads, etc.

It is essential to know your closest competitors, even when they offer other brand models. You might want to know their strengths and weaknesses in the sale and post-sale process. In this way, you will have information about the most competitive models’ commercial terms, their sales arguments, the Sellers quality, financing terms, the appraised value as a second-hand car, etc.

When there are other dealerships of the same brand in the area, you might be interested in us visiting them to identify their strengths, understand their commercial policy and other working details such as financing offer, insurance, driving test, second hand car negotiation, etc.

Brands and dealerships set up a sale protocol, which might be different for each model. We will measure the level of compliance to such protocol. For instance, do they find out about customer needs to identify the most appropriate type of engine, version or fitting for a customer? How is the car presented to the customer? Are the right selling arguments used when selling a hybrid model from an energy saving and economic saving point of view?, etc.

It is important to find out if your cars are correctly set up, leaving enough space around each of them so that the static presentation can be done correctly. On the other hand, it must also be checked if there are platforms or podiums to highlight those models selected by the brand at some point.

Not every car is to be sold in the same manner. Do sales staff really know every model in detail and do they provide the appropriate explanations based on the customer needs? In this regard, electric and hybrid cars must be mentioned as their sales will be successfully completed depending on the right selling arguments being used by the staff.

Nowadays dealerships offer customers different financing solutions. The dealership and the brand must know exactly what they are offering, it must be handled in the right format and with the right explanations depending on the customer’s needs and circumstances.

If you are concerned about having the right sales team and whether they have the necessary knowledge and commercial skills, our mystery shopping programme will help you get the relevant information to organise a sales staff training programme.

Dealerships invest a lot of money towards having a wide range of display cars to be tested by the customer. However, sometimes the driving test is not done because it is not offered to the customer or because the staff does not offer an appointment to the customer. A mystery shopping programme will help you find out all this information regarding the driving test in your dealership.

After the vehicle inspection, it is essential for the mechanic to offer the right explanations about the overhaul, repair, etc.

In many cases, we also implemented small failures in the vehicles to check if the mechanic could detect it and effectively revised all the points established by the brand.

A timely and correct handling of every lead received in the dealership, either from the website, the dealership or from other platforms, is essential to complete the sale.

On the other hand, the response capacity to a phone customer request will also be critical.

As Oscar Wilde mentions: “There is never a second chance to make a good first impression”.

Every brand has its own standards and many of them are part of its identity. With a Mystery Shopping programme, it will be possible to check the level of compliance to such rules and to know the experience of real and potential customers who visit a certain dealership. For instance, how to take an appointment for the repair garage, the vehicle reception on-site or the selling arguments, the timely and correct handling of leads, etc.

It is essential to know your closest competitors, even when they offer other brand models. You might want to know their strengths and weaknesses in the sale and post-sale process. In this way, you will have information about the most competitive models’ commercial terms, their sales arguments, the Sellers quality, financing terms, the appraised value as a second-hand car, etc.

When there are other dealerships of the same brand in the area, you might be interested in us visiting them to identify their strengths, understand their commercial policy and other working details such as financing offer, insurance, driving test, second hand car negotiation, etc.

Brands and dealerships set up a sale protocol, which might be different for each model. We will measure the level of compliance to such protocol. For instance, do they find out about customer needs to identify the most appropriate type of engine, version or fitting for a customer? How is the car presented to the customer? Are the right selling arguments used when selling a hybrid model from an energy saving and economic saving point of view?, etc.

It is important to find out if your cars are correctly set up, leaving enough space around each of them so that the static presentation can be done correctly. On the other hand, it must also be checked if there are platforms or podiums to highlight those models selected by the brand at some point.

Not every car is to be sold in the same manner. Do sales staff really know every model in detail and do they provide the appropriate explanations based on the customer needs? In this regard, electric and hybrid cars must be mentioned as their sales will be successfully completed depending on the right selling arguments being used by the staff.

Nowadays dealerships offer customers different financing solutions. The dealership and the brand must know exactly what they are offering, it must be handled in the right format and with the right explanations depending on the customer’s needs and circumstances.

If you are concerned about having the right sales team and whether they have the necessary knowledge and commercial skills, our mystery shopping programme will help you get the relevant information to organise a sales staff training programme.

Dealerships invest a lot of money towards having a wide range of display cars to be tested by the customer. However, sometimes the driving test is not done because it is not offered to the customer or because the staff does not offer an appointment to the customer. A mystery shopping programme will help you find out all this information regarding the driving test in your dealership.

Find out if the sales policies and procedures established by the brand or the dealer are properly followed. Does your sales staff show interest in the customer needs? Are they trying to discover the client´s needs? Are they able to understand the customer motivation when making their purchase? Do they try to find out the client´s likes? Do they offer the vehicle that fits the customer wishes better?

Each brand is unique and special and must be carefully treated. With a Mystery Shopping program we will show youhow the brand is represented in every single customer interaction.

Mystery Shopping will show you, among other things, how test drives are managed in your dealership. Sometimes the test drive doesn’ t take place because the salesperson does not offer it, or simply he/she does not schedule it on a specific date.

How your staff responds to an incoming lead in your dealership is of its outmost importance. How fast does you staff react to a lead and how well do they do it?

We evaluate all incoming leads: phone calls, emails or websites.

Not all bikes are the same and they certainly don’t require the same arguments in order to be sold. Each bike is unique and has its own benefits that need to be differentiated from more generic features. For this reason, it is important that your sales staff adapt their speech to the bike model they are selling in order to be successful.

It is important to have a professional and well-trained sales team, but first, you need to know their skills, kindness and knowledge level when they interact with the customer in order to adapt their training to their current needs, and to measure improvements.

The way the bikes are organised in the showroom is very important, each vehicle must be properly presented in its corresponding space to facilitate the motorbikes visibility in the shop and to provide the best experience for the customer.

It is important to have a good knowledge about your closest competition, to know their strengths and weaknesses in the sales and post sales-process, their arguments, offers… to be able to adapt and to provide a better service.

Find out how the staff offers financial and insurance solutions to your customers. Do they do it in a simple and transparent way? Which format do they use when doing the presentation? Do they get into detail? This is extremely important in order to offer an optimal service.

You might be interested in visiting other dealerships of the same brand in the area, to identify their strengths, and to understand their commercial policies and another sales procedures.

When a customer contacts your shop to schedule a service, do they get an appropriate reply in time and style? Do they collect all relevant contact details? Is there enough availability of dates? Does the customer get an estimatedquotation? Do they offer complementary transport?

Does the staff welcome the customer and the motorbike properly and following the brand standards?

We can set up some small defaults to the bikes to test if the service technicians detect them and if all the checks in the service are completed.