Case Study : Luxury Car Brand

Sales Process and Staff Performance Insights

Porsche India Pvt Ltd is a division of the German automobile manufacturer Porsche and the Volkswagen Group India. The objective of this activity was to check the selling skills and performance of the sales managers for Porsche.

Every sales manager checkpoint is trained and audited quarterly to improve overall customer service index.

porsche motors india

Objective

Porsche India Pvt Ltd is a division of the German automobile manufacturer Porsche and the Volkswagen Group India. The objective of this activity was to check the selling skills and performance of the sales managers for Porsche showrooms. The sales manager staff were being audited on the lines of their selling skills and product knowledge. The motive was to understand whether the sales manager 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 appointment with sales manager, center visit, after sales call. All the major norms set by the brand were checked during the audit process.

The challenges we faced were :

Unavailability of sales managers and test drive vehicles. The project consisted visits at each showroom once in a week which made it difficult to manage the frequency and buffer in days between the multiple visits.

porche market research
porche market research

Outcome

In the first cycle, In certain showrooms the sales manager selling skills and post visit follow ups were a major problem . The scores increased in next cycle on the same parameters.

In the second cycle, More intense scenarios were created and sales manager handling skills were tested. Results were much better as compare to the first cycle.

The showrooms were audited on a quarterly basis.

Yield

Closed Loop
Reporting

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

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