Motor

Automotive Overview

Douglas Stafford's Mystery Shopping programmes can be used to improve performance in every aspect of Automotive Sales and After-Sales. In motor dealerships, our programmes are used to measure Sales Performance against a dealer's Sales Process. On-Site Face to Face Video assessment, incoming telephone, email enquiries and responses and web enquiries can all be the subject of Mystery Shopping analysis within a dealership. In the After-Sales Service and Parts departments, our core Mystery Shopping mediums of Telephone, Face to Face Video of Up to the Counter enquiries and email enquiries can all play an important role in improving performance.

Douglas Stafford's automotive experience can also be used to analyse the technical competency of Mechanics as well as the customer handling skills of After-Sales staff. Our Full Service and Full Service with Fault Find Video Mystery Shopping services can provide an accurate measure of standards and ability.

Our Mystery Shopping programmes also provide an ideal means of assessing dealer standards in line with manufacturers' brand guidelines. To ascertain whether the terms of a franchise agreement is being met, we can assess dealer facilities as well as overall standards of customer service. We also work with manufacturers on margin-based programmes, where dealers are rewarded with the margin they earn on new car sales based on their Mystery Shopping performance.

Douglas Stafford's experience in another market sector can also prove useful. Our financial market expertise can be used to assess dealership sales of Finance and Insurance products and ensure that providing these finance options meet FSA standards.