Parts sales is one of the biggest profit lines for any manufacturer, and like car sales the manufacturer relies upon the dealers to do a good job for them.
Most Dealers do an OK job, but is that enough?
Subaru and Isuzu didn’t think so as Gary Langford, General Manager Parts Operations explains “Using the services of Calls2Account we have been recording telephone calls into our dealer network for a number of months. We then utilise their SCAN service to analyse and benchmark those calls, allowing our Training Team to develop a training programme focused on the quality of the communication with customers at first point of contact by telephone”
Gary went on to say “As a direct result of using the SCAN service and targeting training where it can really make a difference, we have seen a significant improvement in Parts Sales at all dealers that have taken part in the programme, with most seeing an immediate increase in sales of over 10%”
So, don’t accept “OK”. You and your Dealers can do better. With a little help of course!
SCAN (Sales Call Analysis) measures the call handling skills demonstrated by customer facing staff, at both process and interpersonal skills level. Our experienced team of Call Analysts listen to and report on calls against criteria that is set with our clients. This then produces clear and concise reports allowing our customers to offer training and encouragement where needed.
To learn more about SCAN and how it has helped many manufacturers, dealers and individuals, click here.