Case study
Staff Knowledge and Competition Benchmarking
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.
Step through how the project ran, from brief to result.
What the brand wanted to know
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.
How FloorWalk ran the audits
Audit journey
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.
What changed on the ground
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.
What the Ford team could do with FloorWalk's platform and reports.
Through FloorWalk’s 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.
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.
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.
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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How other brands used FloorWalk audits to change what happens on the ground.
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