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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

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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.

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

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

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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

Booking Conversion Rate Growth

£129,591

Uplift In Revenue Over 3 Months

3,000%+

ROI (30.73)

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