Mystery Shopping for Car Dealerships
Our customized mystery shopping program puts you in the drivers seat to improve your customer’s experience with high-quality products and services. Customers loyalty is very important, our services give the protection and peace of mind at a reasonable expense.
We can provide you with…
- Testing the sales pitch with test drives
- Reviewing the showroom
- Auditing the consultation and finance process
- Verifying staff knowledge on products or services
- Evaluating the competition
- Price checking
- Customer satisfaction surveys
MYSTERY SHOPPING & CUSTOMER SATISFACTION SERVICES OFFERED
CUSTOMER SALES & SERVICE AUDITS
Our trained and certified mystery shoppers act as your eyes and ears. The mystery shoppers visit your establishment under the guise of a typical customer and report back with their experience.
Do you really know what’s happening on the front line of your company, especially when you’re not available? Just one employee’s poor performance could waste the millions of dollars you spend getting and keeping your customers. (Quoted by Baron Hilton of Hilton Hotels).
Your mystery shopping reports give a detailed, objective, and accurate view of your business from your customers perspective.
COMPETITOR INTELLIGENCE PROGRAM
Want the scoop on the competition?
Mystery shoppers will shop your competition and provide you with the “competitive edge!” Compare your sales and service strategies and stay one-step ahead.
Do you sell alcohol or tobacco products?
Protect yourself, your employees, and your business. Ensure all government compliant Identification procedures are being followed appropriately, and as required. A mystery shopper (of legal age) but still under 21 (or 25) makes a purchase, and reports whether the proper identification was requested.
Do you have concerns about shrinkage or employee integrity issues that you’re not sure how to address?
We’ll work with you to develop a program to help identity and control the issue, and assist with incorporating a solution.
ONLINE COMMENT CARDS
Does your business offer customers the old paper method to express their thoughts to you?
Why not give your customers choice and the convenience of providing their comments online? You may then generate statistical reports from the information collected. This saves you and your employees time by not having to manually enter and analyze the data.
DECOY AGENT SHOPS
This program takes the Compliance Program one step further. *Agents and **Decoys visit your establishment together. A Customer Sales and Service audit are performed. The agent takes the lead by requesting an alcohol beverage or tobacco product, followed by the Decoy.
Are your staff serving minors simply because they are accompanied by someone of the age of majority?
*Agent = mystery shopper who has reached the age of majority in your province. **Decoy = minor who is approaching the age of majority.
TELEPHONE (CUSTOMER CARE) EVALUATIONS
Often the only chance you have to make a grade-A first impression is via the telephone.
Are your employees treating inbound calls as an opportunity, not as an interruption or nuisance? Our certified mystery shoppers evaluate the greeting, telephone manner, helpfulness, courtesy, and sales skills. Telephone evaluations are of immeasurable value to Call Centers and Retailers. Calls may also be recorded upon request.
EMPLOYEE REWARDS PROGRAM
This program entails Customer Sales and Service visits to your establishment. Once the mystery shopper has completed and gathered all of the information they need to know, the employee can either be rewarded on the spot by the mystery shopper, or rewarded at a later date.
Rewards are limited only by your imagination. We can help pick the perfect reward for you.
EMPLOYEE SATISFACTION SURVEYS
Learn vicariously through your employees’ experience!
Besides yourself, no one knows your company better than your employees. Are they happy? Do they have a great idea to improve morale and sales? Surveys are tailored to discover the information you need to maintain a successful employer/employee relationship. Surveys may be administered anonymously or otherwise.
Our certified shoppers visit your website and evaluate every element including selling tactics, checking out (purchase), returns, ease of use, and appeal to target audience/market.
VOICE OF THE CUSTOMER PROGRAM
Driver’s want reliable automotive dealerships and service stations that they can trust. Ensure that your automotive business has the reputation it deserves by implementing the Voice of the Customer program. We can gain data from your current customers to help you identify any improvements to maintain that customer trust.