Case Study: Automotive Sales

Scenario

Market Leader in importing and distributing high quality engineered cars wanted to differentiate themselves from competitors through developing a customer centric approach to sales and service.

The demand from consumers had changed, they had a higher level of product knowledge, they were price and service driven, and they wanted to trust the dealership to facilitate the sale and ongoing service of a new car.

Requirement

Design a sustainable sales process, unique to the industry with a clear customer centric focus on sales and service that would achieve the organisational objective that all customers would actively want to promote their business.
Develop and deliver a blended approach to sales training, including: face to face, e-learning, projects, coaching, video streaming or one-on-one training within two (2) years for Dealer Principles, Sales Manager’s, Consultants and Customer Service employees.
Work with change management and leadership development trainers to integrate the sales process and skills training into the broader picture.
Integrate both Sales and service training to align systems, processes, attitudes, behaviours and skills transfer into the existing culture.

Key Critical Success Factor

Design a sales process that would better equip the national sales team and supporting divisions with the skills, knowledge and tools necessary to ensure customers received a unique purchasing experience in the Automotive industry when purchasing a car.

Result

Over a 24 month period 70 Dealer Principles, 140 Sales Manager’s, 200 Consultants, 200 Customer Service employees participated in the national program.

The customised sales process was integrated throughout Dealer network through all areas of Sales and Service to deliver a unique and consistent message directly to each potential or existing customer.

Training programs were developed and made available in a progressive development format. Roll out was staged with three tiers of learning from Mandatory, Advanced to Mastering skills for both national sales and service teams.