Mystery Shopping

SWA Mystery Shopping and Sales Training Program

The SouthWestern Association Mystery Shopping and Sales Training Program is administered by Creative Sales Solutions (CSS). CSS has mystery shopped more than 1,000 employees at dealerships that provide sales and service for every major brand of equipment.

Do your parts and service employees:

• obtain detailed customer information, e.g., customer, phone number, location
• offer additional parts or repairs for the job requested,
• ask whether other parts or repairs were needed in addition to what was requested,
• offer promotional-  or safety-related items to customers, and
• ask for the order?

CSS found by mystery shopping parts and service employees that:

• 84.6 percent failed to obtain detailed customer information
• 80.1 percent failed to offer additional parts or repairs for the requested job,
• 90.4 percent failed to ask whether other parts or repairs were needed in addition to what was requested,
• 92.4 percent failed to offer promotional- or safety-related items, and
• 83.8 percent failed to ask for the order.

The SWA/CSS Difference

What makes SWA/CSS training programs different from all the others?

1. CSS begins by mystery shopping a dealership’s parts, service or sales employees and provides dealer principals with recordings and graded results.
2. CSS then presents its sales training program.
   
   
   • The program is based on how the top employees mystery shopped by CSS communicate with customers.
   • CSS trainers play actual recordings so employees can hear the techniques used by top dealership employees.
   • CSS informs employees they will be tested after training with an unannounced live role-play test, motivating them to implement the training.
     
     
3. Post-training testing provides proof to dealers that CSS training produces results.
4. CSS then conducts individual online reviews and evaluates the results with each employee.
5. CSS develops a random mystery shopping follow-up program to ensure a dealership’s employees continue to apply what they learned in training to help build stronger and more profitable customer relationships.
   
   

For information, contact SouthWestern Association at 800-762-5616.

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