Leading Automobile Brand

Ford India Private Limited is a wholly owned subsidiary of the Ford Motor Company in India.  The objective of this activity was to check the integrity breach and staff performance at showrooms.

Every sales executive checkpoint is trained and audited monthly to improve overall customer service index and check integrity breach.

objective

Objective

Ford India Private Limited is a wholly owned subsidiary of the Ford Motor Company in India.  The objective of this activity was to check the integrity breach and staff performance at showrooms. The staff was being audited on the lines of their selling skills and car knowledge. The motive was to understand whether the staff is compatible enough to understand all customer queries and stand by the brand reputation.

Approach

The approach adopted to successfully deliver the scope of work was as under :

Pre-visit, Valet assistance, Welcome, Need analysis, Product demonstration, Smart drive, Objection handling, Follow up. All the major norms set by the brand were checked during the audit process.

The challenges we faced were

The project consisted visits at every store multiple times in every month, which made it difficult to manage the frequency and buffer in days between the multiple visits.

ford
outcome

Outcome

In the first month

Integrity breach was observed. Average customer experience was observed. Staff members were not taking follow ups. The scores increased next month on the same parameters.

In the second month

Territory violations were observed. More intense scenarios were created and staff situation handling skills were tested. The stores were audited on a monthly basis.

Yield

Closed Loop
Reporting


Through FloorWalks platform, the client could effectively track which branches have not followed process compliances, the branches that had integrity issues and the branches which had customer service issues.

Client/Storewise
Performance


Reports are segregated according to the cities, states & regions. They can further be drilled down to area wise reporting to reward area / city managers. The reports were also used to decide incentives for further members of the hierarchy.

Audio/Video
Proofs Attached


All the reports are attached with audio / video proofs to further present a concrete plan on the compliance checks. These proofs were further used to incentivise / let off staff and management

Track
Upcoming Audits


Mystery shopping being a continuous activity for any brand, the clients are given a chance to track audits real time and see which stores are auditing at what time & dates to further keep an eye on the store.