Our Services
New & Used Car Sales Audit
Case Study 1 - Sales Open Shop
A client wanted to replace their sales mystery shop with a new process that was dynamic and would add value to its dealer network.
Turning the traditional mystery shop process "on its head", we conducted the process with the full knowledge those involved were being "shopped". So came the name, "open shop" in which sales executives are fully aware of what is going on. Not only that, they will score themselves on the same day. If there are development needs, these are dealt with either on the day or via agreed actions(s) to be completed in a given timeframe.
The approach has been so successful that we have sales executives actually wanting to go through the process. Can you imagine that with a mystery shop!
Dealer groups, heads of business, managers and sales executives see what we do as adding real value and are completely engaged in what we do with them.
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The B1S1 Programme "Buy 1 Hour and Sell 1 Hour"
Case Study 2 - B1S1 Programme
Recognising dealerships were not leveraging red and amber work conversion, we developed the B1S1 Programme which means Buy 1 hour Sell 1
hour.
Many dealers buy 8 hours of a technicians time each day, but in most instances only sell 5 hours. Accounting for where the other 3 hours went is always opaque. Managers "duck and dive" around the numbers, but the fact is losing 3 hours per technician is a costly waste of time.
When we are delivering the programme onsite, we too often hear service advisors start conversations with customers along the lines of "its bad news I am afraid, you car needs front and rear disc pads". Its almost as if the service advisor has worn the pads out not the customer!
We also see quality of the videos sent to customers (thats if they find their way to them) which to be honest, when we see some of them its perhaps best the customer didn't see it!
The B1S1 Programme, changes mindsets, gets managers engaged in driving performance in a different way. Up skills service advisors to give best advice and close the sale, and keeps technicians busy with profitable work.
Leadership Coaching for Aftersales Customers Satisfaction Improvement
Case Study 3 - Aftersales Customer Improvement
Since early 2017 Moorland Consulting have been working with a tier 1 supplier supporting a premium UK automotive manufacturer.
The clients focus is improve its dealers aftersales customer experience across a retailer network of 170 dealers.
Working with some of the UK's largest motor groups and their business leaders, we have coached staff throughout their businesses to get best from their teams.
We have demonstrable evidence of improving customer experience measured through their scores following the manufacturer survey.
New System Training in Sales Lead Management
Case Study 4 - Lead Management Training
In 2018 a client needed to rollout a new lead management software system across 55 dealers. Not only did all staff need to be trained to use it, they needed to "buy in" to using it.
Training was delivered onsite with real life sales enquiries being loaded onto the system during the intervention.
The effectiveness of the training was measured by the ability of the senior managers being able to track individual sales executives activities within each element of the sales cycle throughout delivery of the training.
A direct profit related business case was proven following the training. The was achieved by measuring performance prior to the new system and training, then post delivery.