Driving Traffic to Your Showroom

More than 40% of consumers telephone a company before deciding on where they will place their business.

TelephoneSuccess™ records and analyses sales calls to provide Sales Managers with key facts and the tools to make correction and process change through personalised coaching when and where it is needed.

Benefits:

• Brings more prospects into the sales process
• Increases buyer traffic to your outlets
• Gives you a better understanding of your customers and sales team
• Delivers more skills to your sales team
• Generates more sales and revenue
• Increases Customer Satisfaction

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Mercedes-Benz Retail Used Cars Appointment Show up Rates Increase by 25% using Martec’s TelephoneSuccess™

Goals

• Increase appointment show up rates at used car retail outlets

Success Story – Sharon Kennedy, CRM Manager

Mercedes-Benz Retail Used Cars’ CRM Centre at Waltham Cross was established as a centralised resource to provide lead generation and follow-up services to the nine manufacturer owned Used Car Retail Centres across the UK. Three telesales teams are responsible for inbound lead handling, outbound prospecting and add-on sales functions. Sharon takes up the story “We had a problem in that appointment show-up levels were quite low and as well as improving customer service levels we needed to strengthen their commitment to us.

Martec initiated a quality monitoring programme where test calls and e-mails were sent and then marked against an agreed criteria to ensure that we had complete conformity in both our call and e-mail handling.” Martec’s TelephoneSuccess™ call recording system and TelephoneMinded™ training was implemented within the inbound teams, with regular individual infill coaching as follow-up. Sharon continues “Everybody was excited by the programme and the improvements were immediate. We experienced an incredible uplift in team motivation and within three months we’d increased appointment show up rates by 25%. The team love the trainers and felt that at last they were being trained by people who understood what their jobs were about.” The company were so impressed with the results that they extended the programme to their outbound prospecting and mystery shop team. Using the same call recording and critiquing system Martec developed the outbound process and CreatingSales™ cold calling training programme. “The ongoing global financial issues continue to be a challenge but thanks to us having Martec’s programmes on board we have managed to maintain our showroom traffic levels” says Sharon “and our telesales teams remain totally committed to the business.”

Achievements Appointment show-up rates increased by 25%.

About Mercedes-Benz Retail Used Cars

Mercedes-Benz Retail Used Cars is unique as they are the only group of prestige car centres in the UK owned by the Manufacturer. At each of their 9 locations there are up to 250 cars from 6 months to 6 years old – all available to test drive and, with over 1,000 used Mercedes in group stock, customers are more likely to find the Mercedes to meet their requirements at Mercedes-Benz Retail Used Cars than anywhere else. To give customers maximum peace of mind, every Mercedes-Benz Retail Used Cars car is inspected by a trained technician. The inspection covers all mechanical and electrical components, the bodywork, interior, tyres and wheels and each car is thoroughly road tested before going on sale. The vehicle handover is as comprehensive with a pre-owned Mercedes as it would be for a new one. As well as all the relevant paperwork and certificates, our sales staff will take you through a comprehensive checklist and demonstration to ensure you are familiar with your vehicle.

Great Customer Experiences From Colbornes Group Using Martec Solutions

Goals

• Establish a unified and consistent Group-wide sales process
• Increase telephone enquiry to showroom appointment ratios
• Develop customer facing service staff to deliver better customer experiences

Success Story – Richard Neulaender, Managing Director

When Richard Neulaender, Managing Director of Colbornes Group established a vision for his newly acquired business he was very clear when he said, “The experience we give our customers and staff will make us the genuine business of choice”. He believed that to deliver the company vision he would need to establish a robust top-to-bottom sales process providing a consistent approach at individual, team and executive level and then reinforce the process with training and ongoing coaching to ensure that every member of staff could buy in to and execute against the vision.

Richard had worked with Martec Europe before he acquired Colbornes and knew exactly how they could help him. “If you are serious about your business you have to plan for success and I knew that Martec could help me do that as they offer a range of joined up solutions that have relevance right across the business.” Colbornes worked together with Martec to develop the sales process that included installing Mentor.net, their contact management system and a tailored telephone and face-to-face sales training programme with ongoing individual follow-up coaching sessions.

Finally, Martec’s TelephoneSuccess™ programme was initiated to ensure a consistent group approach to handling telephone enquiries. “Colbornes have a proud heritage of giving exceptional service that goes back more than six decades, continues Richard. “We are very aware that today customers have more choice than ever before, so I have made it our business to maintain levels of customer experience that excel. Martec, with their knowledge of the business built into their solutions are continuing to provide us with the support we need to maintain our performance levels across the Group.”

Achievements Telephone enquiry to appointment levels running at 42% Showroom footfall increased by 40%

About The Colbornes Group

The Colbornes Group is a company with almost 70 years’ experience in the motor industry whose aim is to deliver the ultimate customer experience. They are proud to have been the first importer of Volkswagen cars into the UK in 1949 and have since grown into one of the South East’s leading motor retailers. The Colbornes Group currently operates from 7 separate sites and represents Audi and Volkswagen in Guildford, Walton, Woking, Basingstoke and Camberley. They also have a large Distribution Centre, Commercial Vehicles and Bodyshop operation to keep their customers mobile with the minimum amount of inconvenience.

The Colbornes Vision “The experience we give our customers and staff will make us the genuine business of choice”. This is a philosophy Colbornes uphold on a daily basis and their success is built on the core values; Integrity, Teamwork, Fun, Consistent Customer Satisfaction, Communication, Success, and Professionalism.