April 27, 2012
Two retailer groups have joined forces to take part in Coachworks Consultingâ€™s Race for Growth.
The separate companies decided to team up after experiencing the business-changing capabilities of Road to Growth â€“ the aftersales programme run by Coachworks on behalf of VauxhallUK.
Senior managers from both groups left Road to Growth with the knowledge, leadership skills and vision to grow aftersales revenues significantly.
Now they want to accelerate that growth and take their development to the next level by introducing cultures, techniques and attitudes that will transform sales for years to come.
The two businesses are FG Barnes and J Davy. FG Barnes is a south of England-based group, while J Davy is part of a group with six dealerships in the south and the East Midlands.
Initially, Vauxhall retailers will take part in the 26-week programme, but plans are already being drawn up to extend Race for Growth to other group members, covering brands such as Chevrolet, Fiat, Alfa Romeo and Nissan. (more…)
April 26, 2012
Silver Street Automotive has increased aftersales revenues and improved customer service after calling in Coachworks Consulting.
The Plymouth Audi retailer took part in Race for Growth â€“ a business improvement programme adapted to address specific customer needs.
Since managers and service advisors completed the 26-week project, VHC completion has increased from 84 per cent to 91 per cent and work identified per VHC completed has gone up from ÂŁ284 to ÂŁ335.
Performance and customer satisfaction has improved to such an extent that the franchise is now in the top 20 of Audiâ€™s Q-Power table. (more…)
The economic downturn is an opportunity for automotive retailers to drive up the quality of salespeople in the industry, it has been claimed.
Rising graduate unemployment has created a pool of high-quality potential employees, according to automotive specialist Coachworks Consulting.
But it is a resource that will go largely untapped unless franchises improve recruitment methods and the sector as a whole tackles the stigma attached to car sales as a career.
International consultancy Coachworks believes retailers often employ salespeople with limited potential because the selection process is flawed â€“ an oversight that costs franchises money. (more…)
Automotive specialist Coachworks Consulting has launched a new programme to improve the aftersales performance of call centres.
The international consultancy believes call centres represent an opportunity to increase revenues and enhance customer experience â€“ but only if they are staffed with motivated, skilled and customer-focussed operatives.
Ringing Success is a framework for hands-on courses tailor-made to the needs of specific retailer groups.
The programme starts with a â€ścall centre health checkâ€ť, with an onsite visit and mystery shops being used to assess the call handling process, the sales procedures and the existing skill levels of operatives and managers.
Findings are fed back to the appropriate managers before a masterclass itinerary is drawn up. (more…)