By: Chris Travell
I have some homework for you as you plan your summer vacation. I want you to do some mystery shops for me. Try dropping in to various dealerships in and around where you live. Shop different brands, not just your own, and see what happens. It can be incredibly enlightening to see how you are treated as you go in, ask questions, hear the responses, and experience car buying from the customer’s point of view.
In fairness to the dealers, go at off-peak hours so as not to take them away from actually selling a car.
Mystery shops can be valuable, especially as you look at potential best practices that can be used in your network improvement efforts. I’ve got a few tips for you on how to conduct mystery shops effectively. I hope it’s helpful and for those on vacation this week, have some good refreshing time off.
- July 3, 2012
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- Customer Experience, 2012 automotive industry, 2012 Canadian car market, 2012 US car market, automotive analysis, automotive industry, automotive marketing, car buying, car industry, chris travell, customer experience, customer satisfaction, maritz research, mystery shopping, mystery shops