JSN Motors_W4_2015

1 / 19 ConfidentialBuNo 10304 | Ref. 8149773 | Dealership Group JSN Motors (Pty) Ltd

Johannesburg, South Africa Week of visit 41

JSN Motors

Contact InitiationEmail or Website43 Ormonde Str Cnr William Nicol

10

20

30

40

5060 70 80

90

100

0

Contact Initiation Dealership

Welcome & Reception

Sales Consultation

Vehicle Presentation

Test Drive Offer Farewell & Follow-up Agreement

Follow up

Ensure Warm Welcome

Drive Product Experience

Strengthen Partnership

Close the Contract with Trust

Put the Customer First

Give Friendly Goodbye

Emotional Product Explanation

Create Impactful Handover

10

20

30

40

5060 70 80

90

100

0

SALES REPORT.MYSTERY SHOPPING QUARTER 4/2015.

99%

100%►0%

100%►0%

100%►0%

100%►0%

100%►0%

100%▲15%

100%►0%

100%►0%

100%►0%

100%►0%

100%►0%

100%►0%

100%►0%

100%►0%

87%▼13%

100%►0%

100%►0%

100% 97%

OVERALL

Breakdown by Section Breakdown by Section

DEALER Current

DEALER Previous

AREA YTD

National YTD

PROCESS EXCELLENCE CUSTOMER TREATMENT

CONQUEST & LOYALTY

1 / 1 NA

Quarter 1 Quarter 2

Retail Lead Documentation (Walk-in) NA

Quarter 3

NA

Quarter 4

100%

Dealer YTD

1 / 1 1 / 1Test Drive offered 0 / 1 1 / 1 75%

1 / 1 1 / 1New Car Offer given 1 / 1 1 / 1 100%

1 / 1 1 / 1Financing Product Offer given 1 / 1 1 / 1 100%

1 / 1 0 / 1Follow up on offer (48 hours/5 days) 1 / 1 1 / 1 75%

Q4 target: 100% in below working standards

2 / 19 Confidential

Create Impactful Handover Put the Customer First Strengthen Partnership Give Friendly Goodbye

BuNo 10304 | Ref. 8149773 | Dealership Group JSN Motors (Pty) Ltd

Test Drive Offer Farewell & Follow up Agreement Follow up

Ensure Warm Welcome Emotional Product Explanation Drive Product ExperienceClose the Contract with

Trust

Contact Initiation Dealership Welcome & Reception Sales Consultation Vehicle Presentation

DEALER Current DEALER Previous AREA YTD National YTD100% 100% 100% 100% 100%100% 100% 100% 100% 100%

82%96% 90% 85% 82%83%

95%88% 88% 86%


PROCESS EXCELLENCE

100% 100% 100% 100%85%

100% 100% 100%

84%93% 99%

79%88% 90% 95%

74%

DEALER Current DEALER Previous AREA YTD National YTD

CUSTOMER TREATMENT

100%87%

100% 100%100% 100% 100% 100%94% 92% 90% 91%92% 91% 94% 92%

100% 100% 100% 100%100% 100% 100% 100%88%

81% 87% 90%91%80%

91% 92%


Overall Evaluation: PRODUCT INFORMATION

31Were you provided with detailed product information for relevant products and product features upon request?

8.2 P 1 | 1 0 | 4

4.1 Vehicle Presentation

Overall Evaluation: PRODUCT PRESENTATION

26 Was a systematic and customer oriented product presentation conducted? 8.3 P 1 | 1 1 | 4

2.2 Welcome & Reception

Overall Evaluation: WELCOME

7Were you actively welcomed after entering the dealership and forwarded to the correct person or area?

8.1 P 1 | 1 0 | 4

0 | 2

2.1 Dealership

Overall Evaluation: PARKING

3Was a free parking space, a parking mgmt. system, shuttle service in place or other parking system which allowed easy access to the dealer?

2.10 P 1 | 1 0 | 4

1.1 Contact initiation via email/ website

Overall Evaluation: ENQUIRY RESPONSE PROCESS

E1Did the dealer contact you within two working days (48 hours) after your enquiry?

8.25 P 1 | 1

MISSED YTDRESPONSESTANDARD

CONTRACTUAL STANDARDS (ONLY VALID FOR EUROPE) 1/2


SCORE



7 Follow up

Overall Evaluation: OFFER FOLLOW-UP

48Were you contacted in the corresponding time frame after creating the sales offer?

8.10 P 1 | 1 1 | 4

Overall Evaluation: TEST DRIVE PREPARATION

TD4Was the test drive vehicle clean/ without personal belongings and technical features (if available/ applicable) prepared for the test drive (enough fuel)?

8.5 P 1 | 1 0 | 4

Overall Evaluation: TEST DRIVE PROCEDURE

TD2 Were ALL of the test drive procedure requirements fulfilled? 8.6 P 1 | 1 0 | 4

33Was a test drive actively offered to you after the need analysis and before any sales close?

8.4 P 1 | 1 1 | 4

4.2 Test Drive

Overall Evaluation: TEST DRIVE OFFER

MISSED YTDRESPONSESTANDARD

CONTRACTUAL STANDARDS (ONLY VALID FOR EUROPE) 2/2

SCORE


5 / 19 Confidential

The dealer staff did contact me within 48 hours and I was invited to visit the dealership and to test drive the car.


T2cWas it simple and convenient to arrange an appointment? (Put the Customer First)

4 - Fairly applies 3 | 5 0 | 3

T4How would you assess the contact via telephone? When the phone call ended I was left with a good impression (Give Friendly Goodbye)

5 - Very positive 5 | 5 0 | 3

T2How would you assess the following aspects of the telephone call? (Put the Customer First)

RESPONSE SCORE MISSED YTD

10 | 10

E1Did the dealer contact you within two working days (48 hours) after your enquiry?

P 5 | 5 0 | 2

E2 How was contact established? Via telephone by a dealer staff 5 | 5 0 | 2


E0Was your assessment an Email or Website, Telephone or Walk in scenario

Email or Website

CONTACT INITIATION

% ►0%100PROCESS EXCELLENCE

CUSTOMER TREATMENT


6 / 19 Confidential

14 | 14


5b Prices and vehicle descriptions were displayed. P 1 | 1 1 | 4

5a The vehicles were accessible? P 1 | 1 0 | 4

5a.1 The vehicles were open? P 2 | 2 0 | 4

5 How were new models displayed?

4c The showroom was clean? P 5 | 5 0 | 4

4 Please assess the following aspects of the showroom:

3c Free Shuttle Service O

3d Other parking System O

3a Free parking spaces available P

3b Parking mgmt. System available P


3Was a free parking space, a parking mgmt. system, shuttle service in place or other parking system which allowed easy access to the dealer?

P 5 | 5 0 | 4

DEALERSHIP



7 / 19 Confidential

I was acknowledged nicely by the dealer staff and was given full attention, she was really there to understand my needs.


I was welcomed nicely by the receptionist the minute I entered at the show room door she was friendly full of smile, the showroom was clean free of litter inside and outside.

6iaDid you get as much attention as you wanted? (Ensure Warm Welcome)

5 - Applies entirely 5 | 5 0 | 4


6iDid you feel warmly welcomed in a genuine way? (Ensure Warm Welcome)


15 | 15

11 Did the dealer staff address you by name? Yes 5 | 5 0 | 3

5 | 5 0 | 4

7bWere you passed on to the correct person (dealer staff) or area (e.g. waiting area)?

P

8 How long did you have to wait until you were approached? Not at all or up to two minutes


7a Were you actively welcomed after entering the dealership? P

5 | 5 0 | 4

WELCOME & RECEPTION 1/2


CUSTOMER TREATMENT



18jThe approximate price of the vehicle (mentioned by the dealer staff)

P 1 | 1 0 | 4

18l Your interest in trading in your current vehicle? P 1 | 1 0 | 4

18h Your preferred delivery/ handover date? P 1 | 1 0 | 4

18iYour preferences regarding configuration/ packages or options?

P 1 | 1 0 | 4

18e The make/ model of your current vehicle? P 1 | 1 0 | 4

18g Your preferred model? P 1 | 1 0 | 4

18a Use of the vehicle (business and/ or leisure) P 1 | 1 0 | 4

18b The size of your family or joint use by your partner/ spouse? P 1 | 1 1 | 4

18 Did the dealer staff bring the following topics up?

16Did the dealer staff ask questions in order to assess your needs and identify the most suitable offer for you? (Emotional Product Explanation)

Yes 5 | 5 0 | 4



SALES CONSULTATION 1/2


CUSTOMER TREATMENT

WELCOME & RECEPTION 2/2


9 / 19 Confidential

18 | 18


PG3Did the product genius introduce him/herself as a Product Genius and explain his/her role?

P

PG5Was the transition from or to a Product Genius personal and smooth within the handover?

P

23Did the dealer staff proactively offer certain additional options during the vehicle's configuration process?

Yes 5 | 5 0 | 4

PG1Did you come into contact with a Product Genius on your visit into the dealership?

P


22Did the dealer staff actively offer to assist you with the configuration of the vehicle?

P 5 | 5 0 | 4

SALES CONSULTATION 2/2



10 / 19 Confidential

22 | 22


5 | 5 0 | 4

31Were you provided with detailed product information for relevant products and product features upon request?

P 5 | 5 0 | 4

26e Yes, interior shown, explained and demonstrated P

27Did the dealer staff address the needs/ desires you had stated earlier?

Yes

P

26c Yes, invitation to sit in the front seats P

26d Yes, trunk shown, explained and demonstrated P

26Was a systematic and customer oriented product presentation conducted?

P

5 | 5 1 | 4

26a Yes, Customer target model (or comparable) presented P

26b Yes, exterior shown and explained

25iDid the dealer staff use supportive sales tools/media to configurate and present the car virtually?

P 5 | 5 0 | 4

24bYes, I could even test the characteristics/ option of the vehicle using a specific showroom model (e.g. seated in the driver seat of the vehicle)

P 1 | 1 1 | 4

24aYes the dealer staff described characteristics/ options of the vehicle using a showroom model.

P 1 | 1 1 | 4


24Was the vehicle described and explained with a specific model physically available?

VEHICLE PRESENTATION 1/2




TD1 Did you take a Test Drive? Yes



33Was a test drive actively offered to you after the need analysis and before any sales close?

Yes, actively offered 5 | 5 0 | 4


30aDid the dealer staff inform you about the most relevant product features that differentiate BMW from the competitors without you having asked for/about it? (Emotional Product Explanation)

P 5 | 5 1 | 4

TEST DRIVE 1/4

% ▲15%100PROCESS EXCELLENCE

CUSTOMER TREATMENT

VEHICLE PRESENTATION 2/2



TD3aThe dealer staff offered to accompany me during the test drive.

P 5 | 5 0 | 4


TD3How would you assess the following aspects with regards to the test drive?

TD2d Yes, the dealer staff were available after test drive P

TD2eOnly if accompanied test drive: Yes, selected features were explained and demonstrated during the test drive (if requested during need analysis)

Yes

P

TD2bYes, the test drive was conducted with a vehicle that matched best the series/engine of the desired model

P

TD2cYes, the basic features, equipment, controls of the vehicle were explained before test drive

P

TD2 Were ALL of the test drive procedure requirements fulfilled? P

5 | 5 0 | 4

TD2aYes, the test drive was offered within a week (latest) or according to your desire

P

TD2ai Did you carry out a test drive on the day of your visit?


TD Has a test drive taken place Yes, during the visit

TEST DRIVE 2/4




The product genius was helpful she did explain everything about the car, she did explain also to me the features that are different to other cars which I can get only in BMW, I was offered a test drive I did enjoy it was excellent, the staff dealer did explain the use of the car also to me.


TD1aTo what extent do the following statements apply: The test drive experience was effortless and valuable for you as the customer (Drive Product Experience)


20 | 20


TD1 Please assess the overall impression gained from the test drive

TD4aYes, test drive vehicle was clean/without any personal belongings

P

TD4bYes, technical features were prepared for the test drive (e.g. test drive route saved in the navigational system if fitted)

P


TD4Was the test drive vehicle clean/ without personal belongings and technical features (if available/ applicable) prepared for the test drive (enough fuel)?

5 | 5 0 | 4

CUSTOMER TREATMENT

TEST DRIVE 3/4




37f Did the dealer staff inform you about delivery dates? P 1 | 1 0 | 4

37dDid the dealer staff offer financing or leasing options - without you having to ask for them?

P 5 | 5 0 | 4

37diWere you offered a leasing or financing product from BMW financial services?

Yes, financing or leasing options from BMW Financial Services

37a Did the dealer staff provide a price quotation? P 1 | 1 0 | 4

37b Were all your contact details spelled correctly in the offer? Yes 1 | 1 0 | 4

37To which extent do the following statements regarding the offer creation apply?

The product genius/dealer staff did ask for my driver licence which was photocopied and it was quick after I filled the form then we went for test drive it was good experience.


36Did the dealer staff proactively handover or offer to send you an individualized offer of the desired vehicle including all chosen options?

Yes, on official paper 5 | 5 0 | 4


TD1bI was satisfied with the handover of the test drive car. (Create Impactful Handover)


OFFER 1/2


CUSTOMER TREATMENT

TEST DRIVE 4/4



35cThe conversation was pleasant, the dealer staff did not apply any pressure. (Close the Contract with Trust)


35bThe dealer staff explained the offer comprehensibly and in detail (Close the Contract with Trust)


13 | 13


35In your opinion, to which extent are the following statements applicable? (Close the Contract with Trust)


39 For which of the following contact details were you asked for?Contact details were already provided in

previous contact (Tel/Email)

CUSTOMER TREATMENT

OFFER 2/2




The dealer staff was so genuine she handled all our conversation in a professional manner she was helpful I was so valued and treated well.


10 | 10


41

Please assess your overall impression of the Farewell & Follow up Agreement. To which extent does the following statement apply: From entering to leaving the dealership I felt appreciated the whole time. (Give Friendly Goodbye)


42bDid the dealer staff present his/ her business card and refer to his/ her contact data in case questions should arise?

P 5 | 5 0 | 4

43 Did the dealer staff proactively inform you about the next steps?Yes, he/ she proposed a follow-up call or

similar5 | 5 0 | 4


42At the end of the sales contact, did the dealer staff ask or carry out the following actions

FAREWELL & FOLLOW UP AGREEMENT


CUSTOMER TREATMENT



49aDid the dealer staff ask about the current status of your decision?

P 5 | 5 1 | 4

10 | 10

49To what extent do the following statements regarding follow-up apply?

48iDid the dealer staff try and contact you within 48 hours after your visit to the dealership?

Yes, the dealer staff tried to contact me within 2 working days (48 hours) after I received the sales offer/after the visit

5 | 5 1 | 4

48aWere you contacted within 5 working days after your visit to the dealership?

Yes, the dealer staff contacted me successfully by phone within 5 working days after I received the sales offer/after

the visit


48Were you contacted in the corresponding time frame after creating the sales offer?

Yes

FOLLOW UP




GRcThroughout the process the dealer staff were willing to help to resolve any issues or concerns I had. (Put the Customer First)




GRbI felt taken seriously and well informed by the dealer staff (Put the Customer First)


Product Genius to wear Product Genius clothes to know who they are.

O2Overall summary: What was your overall impression, where can improvements to the sales consultation be made?

The way they display their cars is so beautiful and I was offered a refreshment now and then.


O1Overall summary: What was your overall impression, which positive impressions did you make that convinced and impressed you?

OVERALL IMPRESSION 1/2

PROCESS EXCELLENCE

CUSTOMER TREATMENT



The dealer staff was professional and polite she did really understand my needs and she made me to feel at home.



53Would you recommend this specific dealer? (Strengthen Partnership)

Yes 5 | 5 0 | 4

CUSTOMER TREATMENT

OVERALL IMPRESSION 2/2

JSN Motors_W4_2015

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