“This is a business of smoke and mirrors, above all, never forget that. Why do you need a Lincoln when a Hyundai will get you to your office? This is a business that appeals to us for emotion.”
– Paul Eisenstein, Automotive Writer
Paul Eisenstein’s quote about the car industry is as relevant today as it was when he said it in 1986. People connect to their cars in very unique and personal ways. Your sales and service processes must reflect the relationship that people have with the vehicles and measuring your team’s interaction with your customers is one of the most important ways you can ensure that revenue is not walking out the door. Our automotive sales and service mystery shopping services will ensure that your team is following the processes you’ve designed to maximize sales and service customer satisfaction.
Our mystery shopping programs include measures of telephone skills, response to web inquiries as well as onsite visits of sales and service departments. Sales scenarios range include informal inquiries, test drive, and deal negotiation assessment. Service scenarios include assessments of both quick service and service department processes and procedures.