Upload
andy665
View
966
Download
1
Embed Size (px)
DESCRIPTION
Short 1/2 day workshop delivered to Volkswagen sales staff who were failing to meet required standards in delivery of sales process
Citation preview
Process Workshop
Finance
Process Workshop
Selling more, earning more
Finance
Workshop guidelines
• Comfort
• Mobiles
• Fire!
• Your feedback is appreciated
• Keep an open mind
• Take notes
• Participate freely – ask questions, critique, give your views
Please accept today as a profit and extra sales opportunity!
Finance
Agenda
• Welcome and introductions
• Ice breaker
• Why are we here
• Mystery Shopping discussion
• Telephone shop review
• Walk-in shop review
• Action Plans / questions.
Finance
Introductions
Please introduce the person next to you with the following info:
• Your name and Retailer
• Why do you think you are here today?
• What do you want from today?
Finance
Ice Breaker
Maths Test
Finance
Process Workshop
Why are we here?
Finance
Process Workshop
• Your Job Description
- In groups, list down your key role / responsibilities in order of importance
• Barriers
- What prevents you from delivering the above.
Finance
Process Workshop
What’s the MYSTERY??
Finance
Process Workshop
• If you don’t apply the Sales Process every time how many sales have you lost this year and how much £ has it cost you?
Monthly Sales
Conversion Ratio %
NC1’sSales
Process % Applied
NC1’s Non-Sales
ProcessedLost Sales
Lost Commission
£
20 25 80 90 8 2 120
• When was the last time you experienced a lower than expected standard of service – tell us about it.
Finance
Process Workshop
• Feedback from sales execs:
- Understand that Mystery Shop process is required
- Constructive reviews not carried out
- Instil fear and are de-motivating
- Lack of recognition that a fail is a “site” fail just as much as an individual fail.
Finance
Process Workshop
“I failed because…..”Not enough sta
ff on-s
ite
Management too busy to stack a
deal for me
Management too busy to
Management too busy to
second face
second face
Model of interest n
ot in showroom
or on as a demonstra
tor
I had an “off” day
I had personal is
sues.
I was too busy
I was too busy
I did not know what to do
I did not know what to do
Finance
Positives of Mystery Shopping
• For the Retailer
• For you
• For the customer.
Finance
Negatives of Mystery Shopping
There should not be any?
Finance
Process Workshop
• Who has a role to play?
• What are the repercussions of a failed Mystery Shop:
- For the Retailer
- For you
• What are the repercussions of a passed Mystery Shop:
- For the Retailer
- For you.
Finance
Telephone Enquiry
• Customer Handling
- Call answered by switchboard within 15 seconds
- Answered by sales exec within 15 secs
- Sales exec introduction by name
- Clarification of model / spec of interest
- Telephone number captured
- Address captured
- E-mail address captured.
Finance
Telephone Enquiry
• Confirmation of Appointment
- Sales exec attempt to secure an appointment
- Appointment made with a date and time
- Confirmation that location of Retailer was known
- Re-confirmation of appointment with date, time and their name.
Finance
Telephone Enquiry
• Information Recording and Follow-up
- Customer details entered on to e-GoodManners within 24 hours of the call being made
- Follow-up call from Retailer made within 48 hours (if applicable).
Finance
Walk-in Enquiry
• Meet and Greet
- Approached within 3 minutes of entering showroom
- Sales exec introduction by name
- Sales exec wearing a name badge
• Qualification
- Sales exec clarify model and spec
- Established proposed use of the new vehicle
- Minimum of two vehicle requirements qualified
- Accessories and options discussed.
Finance
Walk-in Enquiry
• Qualification cont’d
- Identified whether vehicle configurator had been used
- Customer name established
- Customer address established
- Telephone number established
- E-mail address established.
Finance
Walk-in Enquiry
• Part Exchange
- Structured appraisal of part exchange vehicle completed
- Part exchange appraisal conducted with customer present
- Part exchange vehicle driven by sales exec
• Finance
- Finance needs established
- Introduction to Retailers finance options
- Monthly budget established
- Full PCP presentation provided.
Finance
Walk-in Enquiry
• Presentation and Demonstration
- Use of vehicle configurator on Volkswagen website used
- Static demonstration of vehicle provided
- Two features and benefits provided during static presentation
- Offer of test drive provided
- Customer thoughts on vehicle requested on completion of test drive.
Finance
Walk-in Enquiry
• Proposition and Gaining Agreement
- Offer presented in printed or on-screen format
- Sales exec ask for business
- Benefits of a Fixed Price Service Plan presented
• Follow-up and Information Recording
- Positive next step agreed
- Details entered on to e-GoodManners within 24 hours
- Customer contacted within 48 hours.
Finance
Walk-in Enquiry
• Quality of Experience (non-margin related)
- Clear on where to park and able to
- Rapport build at initial stages of visit
- Quality of identification of needs / requirements
- Quality of static presentation
- Quality of test drive
- Ability of sales exec to gain commitment
- Sales execs overall performance
- Would you buy from the sales exec.
Finance
Process Workshop
• Any questions
• Action Plans
Region 2 Workshop
Finance
What are you going to do with your potential customers from
today that will ensure that they are your customers tomorrow?