BMW/MINI Retailer Training Case Study

The Challenge

A retailer group asked us to significantly improve their aftersales outbound call conversion ratio through the design and delivery of a training and coaching programme.

The Solution

We delivered an interactive and engaging half day face-to-face training session for groups of 6, followed by 3 x virtual 1-2-1 coaching sessions over a 3-month period.

We focused on enhancing the customer experience, building value for the brand and the retailer and objection handling.

We worked closely with the retailer group management team to track progress and to ensure we took a joined-up approach.

A handover has now taken place to the Retailer Management Team, on completion of the coaching to ensure the continued success of the programme.

The Results

30.66% ⮕ 39.13%

30.66%

⬇

39.13%

Booking Conversion Rate Growth

£129,591

Uplift In Revenue Over 3 Months

3,000%+

ROI (30.73)

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