Susan,
Your mystery shop is completed. I just need an e-mail address so I can provide you with the details.
Who's next?
Jerry-
I can post out the email I sent you- yet I've got to be careful what I post out here due to my work's request for privacy. However I can sing the praises of what you gave for me to be able to address:
The AutoTrader mystery shop proves what I lose sleep over a lot- that we lose a lot of customers to the Olive Branch location- we have two Ford stores
You might be a "fan" of the Responselogix template you got back, yet I'm not- changing it to what you referenced- asking open ended, response driving questions is a hassle and not really an option. Also, it's not attached to a sales rep before it goes to the customer, so you get the "no point of contact" dilemma... I've got my work cut out for me in the next couple of weeks to have a smooth start to the New Year with your help.
I really appreciate the mystery shop of the Ford Direct site- I don't understand why that "auto response" template is going out- there's one of those techno glitches I get to work on now. I've also got some coaching on sending emails to customers needing to be done- the sales rep should have checked the template for the name being attached to it- he sent that email.
Now, I did not email you about the outcome of listening to the calls- thank you for the coaching and I really appreciate how you used pieces of the "Cardone" scripts in your coaching comments. My boss recognized your name from the fiasco of that post I had out here Thanksgiving weekend and after listening said thanks for the pointers. He agreed with everything you said- he pointed out that not all customers are as tough as you were- yet I'll vouch that 85% of them are.
The incoming sales calls have been reassigned back to me and the sales desk managers while my BDC rep goes through intense boot camp style script training. I've know heard I don't know how many excuses to not use the script or why it won't work, yet I've not heard much of the script being used either. We are in the three "C's" process now with her- coach, counsel, cut...it's going to be a fun process. I really appreciate the help with the areas that need polishing- some of the emails need a complete overhaul.