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 Initiation
Email or
Website43 Ormonde Str Cnr William Nicol
10
20
30
40
50
60 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
50
60 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 Experience
Close the Contract with
Trust
Contact Initiation Dealership Welcome & Reception Sales Consultation Vehicle Presentation
DEALER Current DEALER Previous AREA YTD National YTD
100% 100% 100% 100% 100%100% 100% 100% 100% 100%
82%
96%
90% 85% 82%83%
95%
88% 88% 86%
SALES REPORT.
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
31
Were 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
7
Were 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
3
Was 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
E1
Did 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
SALES REPORT.
SCORE

SALES REPORT.
7 Follow up
Overall Evaluation: OFFER FOLLOW-UP
48
Were you contacted in the corresponding time frame after creating the sales
offer?
8.10 P 1 | 1 1 | 4
Overall Evaluation: TEST DRIVE PREPARATION
TD4
Was 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
33
Was 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

SALES REPORT.
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.
T2c
Was it simple and convenient to arrange an appointment? (Put
the Customer First)
4 - Fairly applies 3 | 5 0 | 3
T4
How 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
T2
How would you assess the following aspects of the telephone
call? (Put the Customer First)
RESPONSE SCORE MISSED YTD
10 | 10
E1
Did 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
E0
Was your assessment an Email or Website, Telephone or Walk in
scenario
Email or Website
CONTACT INITIATION
% ►0%100PROCESS EXCELLENCE
CUSTOMER TREATMENT

SALES REPORT.
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
3
Was 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

SALES REPORT.
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.
6ia
Did you get as much attention as you wanted? (Ensure Warm
Welcome)
5 - Applies entirely 5 | 5 0 | 4
6i
Did 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
7b
Were 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

SALES REPORT.
18j
The 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
18i
Your 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?
16
Did 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

SALES REPORT.
9 / 19 Confidential
18 | 18
PG3
Did the product genius introduce him/herself as a Product
Genius and explain his/her role?
P
PG5
Was the transition from or to a Product Genius personal and
smooth within the handover?
P
23
Did the dealer staff proactively offer certain additional options
during the vehicle's configuration process?
Yes 5 | 5 0 | 4
PG1
Did you come into contact with a Product Genius on your visit
into the dealership?
P
22
Did the dealer staff actively offer to assist you with the
configuration of the vehicle?
P 5 | 5 0 | 4
SALES CONSULTATION 2/2

SALES REPORT.
10 / 19 Confidential
22 | 22
5 | 5 0 | 4
31
Were 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
27
Did 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
26
Was 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
25i
Did the dealer staff use supportive sales tools/media to
configurate and present the car virtually?
P 5 | 5 0 | 4
24b
Yes, 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
24a
Yes the dealer staff described characteristics/ options of the
vehicle using a showroom model.
P 1 | 1 1 | 4
24
Was the vehicle described and explained with a specific model
physically available?
VEHICLE PRESENTATION 1/2

SALES REPORT.
TD1 Did you take a Test Drive? Yes
33
Was a test drive actively offered to you after the need analysis
and before any sales close?
Yes, actively offered 5 | 5 0 | 4
30a
Did 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

SALES REPORT.
TD3a
The dealer staff offered to accompany me during the test
drive.
P 5 | 5 0 | 4
TD3
How would you assess the following aspects with regards to the
test drive?
TD2d Yes, the dealer staff were available after test drive P
TD2e
Only if accompanied test drive: Yes, selected features were
explained and demonstrated during the test drive (if requested
during need analysis)
Yes
P
TD2b
Yes, the test drive was conducted with a vehicle that matched
best the series/engine of the desired model
P
TD2c
Yes, 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
TD2a
Yes, 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

SALES REPORT.
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.
TD1a
To 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
TD4a
Yes, test drive vehicle was clean/without any personal
belongings
P
TD4b
Yes, technical features were prepared for the test drive (e.g.
test drive route saved in the navigational system if fitted)
P
TD4
Was 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

SALES REPORT.
37f Did the dealer staff inform you about delivery dates? P 1 | 1 0 | 4
37d
Did the dealer staff offer financing or leasing options - without
you having to ask for them?
P 5 | 5 0 | 4
37di
Were 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
37
To 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.
36
Did 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
TD1b
I was satisfied with the handover of the test drive car. (Create
Impactful Handover)
OFFER 1/2
CUSTOMER TREATMENT
TEST DRIVE 4/4

SALES REPORT.
35c
The conversation was pleasant, the dealer staff did not apply
any pressure. (Close the Contract with Trust)
35b
The dealer staff explained the offer comprehensibly and in
detail (Close the Contract with Trust)
13 | 13
35
In 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

SALES REPORT.
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)
42b
Did 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
similar
5 | 5 0 | 4
42
At the end of the sales contact, did the dealer staff ask or carry
out the following actions
FAREWELL & FOLLOW UP AGREEMENT
CUSTOMER TREATMENT

SALES REPORT.
49a
Did the dealer staff ask about the current status of your
decision?
P 5 | 5 1 | 4
10 | 10
49
To what extent do the following statements regarding follow-up
apply?
48i
Did 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
48a
Were 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
48
Were you contacted in the corresponding time frame after
creating the sales offer?
Yes
FOLLOW UP

SALES REPORT.
GRc
Throughout the process the dealer staff were willing to help to
resolve any issues or concerns I had. (Put the Customer First)
GRb
I 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.
O2
Overall 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.
O1
Overall 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

SALES REPORT.
The dealer staff was professional and polite she did really understand my needs and she made me to feel at home.
53
Would 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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