Process Workshop

Finance

Process Workshop

Selling more, earning more

Finance

Workshop guidelines

• Comfort

• Mobiles

• Fire!

• Your feedback is appreciated

• Keep an open mind

• Take notes

• Participate freely – ask questions, critique, give your views

Please accept today as a profit and extra sales opportunity!

Finance

Agenda

• Welcome and introductions

• Ice breaker

• Why are we here

• Mystery Shopping discussion

• Telephone shop review

• Walk-in shop review

• Action Plans / questions.

Finance

Introductions

Please introduce the person next to you with the following info:

• Your name and Retailer

• Why do you think you are here today?

• What do you want from today?

Finance

Ice Breaker

Maths Test

Finance

Process Workshop

Why are we here?

Finance

Process Workshop

• Your Job Description

- In groups, list down your key role / responsibilities in order of importance

• Barriers

- What prevents you from delivering the above.

Finance

Process Workshop

What’s the MYSTERY??

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Process Workshop

• If you don’t apply the Sales Process every time how many sales have you lost this year and how much £ has it cost you?

Monthly Sales

Conversion Ratio %

NC1’sSales

Process % Applied

NC1’s Non-Sales

ProcessedLost Sales

Lost Commission

£

20 25 80 90 8 2 120

• When was the last time you experienced a lower than expected standard of service – tell us about it.

Finance

Process Workshop

• Feedback from sales execs:

- Understand that Mystery Shop process is required

- Constructive reviews not carried out

- Instil fear and are de-motivating

- Lack of recognition that a fail is a “site” fail just as much as an individual fail.

Finance

Process Workshop

“I failed because…..”Not enough sta

ff on-s

ite

Management too busy to stack a

deal for me

Management too busy to

Management too busy to

second face

second face

Model of interest n

ot in showroom

or on as a demonstra

tor

I had an “off” day

I had personal is

sues.

I was too busy

I was too busy

I did not know what to do

I did not know what to do

Finance

Positives of Mystery Shopping

• For the Retailer

• For you

• For the customer.

Finance

Negatives of Mystery Shopping

There should not be any?

Finance

Process Workshop

• Who has a role to play?

• What are the repercussions of a failed Mystery Shop:

- For the Retailer

- For you

• What are the repercussions of a passed Mystery Shop:

- For the Retailer

- For you.

Finance

Telephone Enquiry

• Customer Handling

- Call answered by switchboard within 15 seconds

- Answered by sales exec within 15 secs

- Sales exec introduction by name

- Clarification of model / spec of interest

- Telephone number captured

- Address captured

- E-mail address captured.

Finance

Telephone Enquiry

• Confirmation of Appointment

- Sales exec attempt to secure an appointment

- Appointment made with a date and time

- Confirmation that location of Retailer was known

- Re-confirmation of appointment with date, time and their name.

Finance

Telephone Enquiry

• Information Recording and Follow-up

- Customer details entered on to e-GoodManners within 24 hours of the call being made

- Follow-up call from Retailer made within 48 hours (if applicable).

Finance

Walk-in Enquiry

• Meet and Greet

- Approached within 3 minutes of entering showroom

- Sales exec introduction by name

- Sales exec wearing a name badge

• Qualification

- Sales exec clarify model and spec

- Established proposed use of the new vehicle

- Minimum of two vehicle requirements qualified

- Accessories and options discussed.

Finance

Walk-in Enquiry

• Qualification cont’d

- Identified whether vehicle configurator had been used

- Customer name established

- Customer address established

- Telephone number established

- E-mail address established.

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Walk-in Enquiry

• Part Exchange

- Structured appraisal of part exchange vehicle completed

- Part exchange appraisal conducted with customer present

- Part exchange vehicle driven by sales exec

• Finance

- Finance needs established

- Introduction to Retailers finance options

- Monthly budget established

- Full PCP presentation provided.

Finance

Walk-in Enquiry

• Presentation and Demonstration

- Use of vehicle configurator on Volkswagen website used

- Static demonstration of vehicle provided

- Two features and benefits provided during static presentation

- Offer of test drive provided

- Customer thoughts on vehicle requested on completion of test drive.

Finance

Walk-in Enquiry

• Proposition and Gaining Agreement

- Offer presented in printed or on-screen format

- Sales exec ask for business

- Benefits of a Fixed Price Service Plan presented

• Follow-up and Information Recording

- Positive next step agreed

- Details entered on to e-GoodManners within 24 hours

- Customer contacted within 48 hours.

Finance

Walk-in Enquiry

• Quality of Experience (non-margin related)

- Clear on where to park and able to

- Rapport build at initial stages of visit

- Quality of identification of needs / requirements

- Quality of static presentation

- Quality of test drive

- Ability of sales exec to gain commitment

- Sales execs overall performance

- Would you buy from the sales exec.

Finance

Process Workshop

• Any questions

• Action Plans

Region 2 Workshop

Finance

What are you going to do with your potential customers from

today that will ensure that they are your customers tomorrow?