Auto University Mystery Shops

Mystery-Shop Your Dealership (Internet and Phone) Introducing Auto University Mystery Shop Services - an investment that will ensure your customers receive the quality customer service you expect.

Auto University experienced implementation specialists and coaches will call the specific department (Sales, Service, Parts, Internet) and ask the same questions your clients do on a daily basis.

We would ask that Auto University is provided with detailed information on a regular basis of upcoming Vehicle Sales Specials, Service Specials or anything else that would require a specific mystery shop to track how department team members are dealing with inquires.

After we've contacted the departments in your dealership, we provide you access to the actual phone calls via a secure web site that will archive all calls listed by department. You'll hear both sides of the conversations, which provides the evaluation of how your people handle incoming calls in Sales, Service and Parts.

1. Sales Shopper (New and Pre-Owned)

Does your Sales Team meet the Expectations of your customers? Are they asking proper questions or simply saying just 'come on in?”

$199 per month (recurring) includes:

• 4 Random Mystery Shops for your Sales Department - conducted during business hours using local phone and address for customer contact.

• Within thee business days of the Mystery Shop an email with information about the call (latest advertising campaign, specific vehicle on lot, general information about a vehicle, etc.), including recording of the call – a checklist of key points will be included to provide an overview of how the call was conducted.

• Recommendations of Sales Phone Skills based on results.

2. Service Reservations (Routine Maintenance and Specific Concerns)

Service touches more of your customers everyday than anybody else - you need to inspect how they handle these opportunities properly and do it on a regular basis!

$199 per month (recurring) includes:

• 4 Random Mystery Shops for your service department - conducted during business hours using local phone and address for customer contact.

• Within thee business days of the Mystery Shop an email with information about the call (reservation, question about specific concern on vehicle, etc.) including recording of the call– a checklist of key points will be included to provide an overview of how the call was conducted.

• Recommendations of Service Phone Skills based on results.

3. Parts Shopper

Does your Parts Department ensure professionalism with customers? Are they answering the phone in a proper fashion or simply saying “Parts, hold, please.”?

$199 per month (recurring) includes:

• 4 Random Mystery Shops for your Parts Department - conducted during business hours using local phone and address for customer contact.

• Within thee business days of the Mystery Shop an email with information about the call (parts inquiry, status, accessories questions, etc.), including recording of the call – a checklist of key points will be included to provide an overview of how the call was conducted.

• Recommendations of Parts Phone Skills based on results.

4. Web Site Analysis and Mystery Shop

Does your Internet Team understand the importance of the clients that use the web site for communication with your entire dealership?

$199 per month (recurring) includes:

• Analysis of web site traffic based on search engine marketing, key words to drive traffic and other links that lead people to the site.

• Within thee business days of a Mystery Shop an email with information about the call (Sales, Service, Parts, etc.), including recording of the call (if applicable), any email correspondence and a checklist of key points will be included to provide an overview of how the call was conducted.

• Regular reviewing and critique of the dealership web site to ensure that customers have a clear understanding of all aspects of the dealership. This includes vehicle listings, sales and service specials, employee information, accessories available and other sections of the web site. A monthly ‘Action Plan’ will be created to ensure goals are being met and regular checking of the site to review updates included.

When your people are aware of Mystery Shops and analysis it is a call to action. Even with Auto University training, people don’t change their behavior without the feedback to correct their process. Dealerships can use the information provided as a training tool to maximize profits.

Sign Up Today - Click here to request more information!