Advanced Reporting Capabilities
The Phone Shop Program evaluates phone presentation in two ways:
- We obtain recording from your stores phone system. We then transcribe those conversations and use our text analysis software with a human evaluator to review and score your associates phone presentation.
- We can engage one of our professional phone shoppers with our proprietary software to pose as “real-life” customers. Our shoppers will use pre-selected vehicles and scenarios then make those presentations over the phone to your locations. All conversations can be recorded and transcribed. We can engage one of our professional phone shoppers with our proprietary software to pose as “real-life” customers. Our shoppers will use pre-selected vehicles and scenarios then make those presentations over the phone to your locations. All conversations can be recorded and transcribed.
In either case, we will evaluate the performance of your customer service associates in five very important areas:
- Script Performance
- Closing Techniques, Salesmanship
- Overall
- Professionalism and
- Hold Techniques.
We also:
- Ensure opening prices are properly quoted.
- Proper hold techniques are used.
Summary information is compiled and reported weekly to the appropriate management personnel. These reports provide management with the information necessary to determine opportunities for improvement and to recognize and reward superior performance.
These reports provide management with the information necessary to determine opportunities for improvement and to recognize and reward superior performance.
