Automotive India: Mystery Call Evaluations: 2015

Survey Name Mystery Call Audits - 2015

Project Manager Amit Jagani Email id- ajagani@bareinternational.com

Tel- 022 66897042

Important Note:

Please do not call the same dealership if you have performed this evaluation in past.

You cannot call the same dealership twice and share the same number. You have to use different numbers to call the dealerships.

The calls are CITY specific calls; please do not call the dealership of any other city if you do not reside there.

Preparation: You need to call the dealership and inquire on prices and waiting period on Ford Figo: Aspire 1.5 Diesel model,

(Variant - Ambient, Trent, Titanium or Titanium Plus) mentioned by the Project Manager.

Timing: The call can be made anytime between 9 am to 1 pm.

Objective: 1. Model Price. 2. Waiting Period on the model. 3. Interaction with the Sales Consultant.

Mandate Details:

Note the name of the Sales Consultant with whom you interacted.

Do share your name and number at the dealer proactively, even if not asked.

Report Completion: The entire call needs to be completed in the same day and submit the report in the same day.

Script of the call

1st conversation with Front Desk of the dealership

Step 1

Shopper Hi I have called to enquire about Ford Figo Aspire - Diesel model.

Front desk Will ask your name and number. (If they do not ask, please share proactively.)

Shopper My name is xx and my phone no is ____. I am calling from ___ (city of dealership)

Front desk Which vehicle are you looking for_______.

Shopper I want to know about Aspire 1.5 (variant) Diesel model, White color only. Can you connect me to a sales consultant?

Front desk They may share basic information and connect to a sales consultant or tell the caller that they will be contacted soon

Once connected to the sales consultant proceed to next step

2nd conversation - With the dealership sales consultant

Step 2

Sales consultant Hello sir/maam, which vehicle are you looking for?

Shopper I am looking to get some details on Figo Aspire 1.5 (variant) Diesel White Color. (Probe for following details - Price, mileage, basic features, waiting period, any deals, etc.)

Sales consultant May give some information and then ask you to come to dealership or ask for an appointment for a test drive. Do not ask for test drive proactively.

Shopper

That is fine. We can decide later, at present I want to purchase the car on immediate basis and I am even ready to pay some extra amount. What will be the Premium Amount (extra charges) if I want the car on instant delivery? Capture the response of the staff sand mention the Premium amount in the report. End the call.

Please Note:

Sharing your Name and Contact detail is mandate. Asking Sales Consultant details is also required.

Do ask the Ex-Showroom, On-Road price, & the Premium amount on the vehicle along with its Waiting Period.

All these details need to be asked only to the sales consultant and not the front desk.

Additional Information!

Below are the scenarios defined either or whichever can happen during the call.

Note Dealership follow up is defined as below

Scenario 1

When the mystery shopper calls the dealership, the call may be attended by the front desk. Please note the date and time. Front desk will record mystery caller's name, phone number, area and will promise a call back. Wait till 4 pm to receive a call from the SC. In case you do not receive, call the dealership and take down the SC contact number and make a call to SC asking these further questions post 4 pm, but on the same day. Questions:

1. Ex-Showroom Price 2. On Road Price 3. Waiting Period 4. Proactively asked for Test Drive 5. Premium Amount on the model if instant delivery required.

Scenario 2

When the mystery shopper calls the dealership, the call may be attended by the front desk. This is treated as 1st conversation. Front desk will record mystery caller's phone number and will immediately route the call to the Sales Consultant. The dialogue with the sales consultant is treated as 2nd conversation asking questions on the model assigned. Questions:

1. Ex-Showroom Price 2. On Road Price 3. Waiting Period 4. Proactively asked for Test Drive 5. Premium Amount on the model if instant delivery required.

Scenario 3

When the mystery shopper calls the dealership, the call may be attended directly by the sales consultant. This is to be treated as a direct conversation call with the SC. (in this case there was no 1st conversation with front desk). The conversation with the sales consultant is treated as the main conversation, asking questions on the model assigned.

ALL THE BEST