Mystery Shop Time!

[davidmoon]

Didn't sound like that sales person was digging you too much by the end of the call ...

These types of check-ups are an essential requirement for any customer-facing personal. To reprimand without laying down a consistent training tract and process is only a temporary fix at best. Get the feedback, train on weakness and follow-up with a spot quality control mechanism. And the only reason why anyone would be upset would be if training wasn't consistent and policies were either lax or non-existent.

 

[Jerry Thibeau]

Didn't sound like that sales person was digging you too much by the end of the call ...

Let's just say I often have a love/hate relationship with salespeople. The hate me when I start holding them accountable and then they love me when I put more money in their pockets!

Jessie, I'll start working on your mystery shop on Monday. Busy day for me, so it may be Tuesday before I get the results posted.

 

[Ryan Thompson]

Thank you Jerry. We ( the managers) love it. Just like Joe said :" If you THINK your sales processes are good, challenge yourself, get mystery shopped and be prepared for a real honest view of your operation from the shoppers point of view"

I will call you Wed morning!

Stefan,

Way to step up and allow Jerry to share the results. I don't know why dealers are afraid to do this kind of thing.

I threw the idea out to a few dealers and they didn't want it shared on the "internet". I guess they'd rather have crappy reviews posted on the "internet".

Best of luck in 2011!!

Cheers.

 

[davidmoon]

For the free demonstration, I think it's worth it. Jerry doesn't link online with his paying customers, unless he gets their permission.

 

[Jerry Thibeau]

For the free demonstration, I think it's worth it. Jerry doesn't link online with his paying customers, unless he gets their permission.

That is correct David. Freebies I share here on the thread. Paying customer mystery shops stay private.

 

[Jerry Thibeau]

Here's a mystery shop with MB Motorsports that resulted in a very nice score. There is room for improvement with the outbound e-mail and phone call. Execution was very timely! I lot of dealers would see an increase in sales if they could execute as quickly as this dealer did.

Here's the mystery shop: MB Motorsports Mystery Shop

 

[Ryan Thompson]

I thought the inventory was confusing as well.

Maybe add "all inventory" in the drop down.

If you click "inventory" it will take you to all vehicles but I see Jerry made the same mistake I did when I first went to the site.

 

[TonyK]

How is the Cal Worthington Ford Long Beach mystery shop going Jerry? or did you forget about me?

 

[Ryan Thompson]

How is the Cal Worthington Ford Long Beach mystery shop going Jerry? or did you forget about me?

Is that the guy with the awesome tv commercials??

 

[Jerry Thibeau]

How is the Cal Worthington Ford Long Beach mystery shop going Jerry? or did you forget about me?

I did not forget, it's a West Coast dealer, so I was not able to do this morning. It will probably be tomorrow morning before I have your results posted.