Elements applied:
Sp Sales Process Training & Implementation The Term 'Sales Process' has been much maligned over the last few years in the retail motor industry. Our Sales Process training focuses on the customer experience delivery whilst at the same time following a well-recognised and structured path to getting a deal done.
This Essex based family owned motor group has been looking after motorists for almost 100 years. Started in 1924 in Maldon Essex the company began life as a coach company but in 1934 became a Vauxhall and Bedford dealer. After WWII, where they spent time manufacturing munitions and repairing boat engines the Gozzett family retruned to selling and servicing cars again and since then they have firmly established themselves in not only as one of the oldest Vauxhall dealerships in Europe but as an important part of the local community in Maldon & Braintree.
We were initially contacted by another of our clients and asked to help review the use of their software tool in both business with both franchises. As a result of this two day exercise we provided a number of recommendations on how to best use the tool but also some feedback on the general sales process being operated by, what is in effect, 5 separate businesses over the two sites. After a detailed feedback session and a real deep down analysis of current practice and behaviours, we were engaged to write a completely new process for the sales team called the “Quest Customer Journey”. Martin Gozzett one of the two brother Directors, described the document as the “emotional journey” that a customer could expect to walk when visiting a Quest business and this was exactly our objective to provide a route map to behaviours that would engage a customer and make them feel engaged and ultimately obliged to the business.
Our work was so well received we were then asked to deliver a number of training interventions to the Sales Managers and the Sales Advisers at Quest and also develop a process diagram to ensure that there was an appropriate use of systems that could deliver data when it was needed but at the same time not detract from the customer interaction.
