BMW UK were keen to support their dealers with a Retention Program that not only identified which processes were not being exploited to full potential but also provided a supplier to train and provide ongoing coaching for the staff.
Three key areas were identified:
Issue with VHC / Upsell
Deferred work conversion
Loss of Customers and Revenue
Three retailers selected to undergo the training over a 2 day period
Bespoke Training delivered to the Service Advisors
Develop skills, improve conversion rates, revenues and customer retention levels
Remote coaching following the initial training to continually reinforce the training and support the teams
Conversion rate during the training
Conversion rate, four weeks after the training
Increased revenue in a week
“Regardless of how much telephone experience your individual team members have this training course will help. From new starters to experienced call agents the call structure, when followed, ensures positive customer engagement through choice words and phrases and the ability for the telephone agent to handle objection effectively to an end result.”
Sam Leese, Aftersales Manager, Knights BMW & MINI
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