Dealer Mercedes Sobiesław-Zasada – Case Study
Analysis conducted by Quest CM allowed to notice at Mercedes the areas of its internal operation, where greater or lesser implementation of changes would have a significant impact on improving people’s working conditions, and thus their comfort and performance. These include: introduction of a clear incentive system and simplify the processes inside the company.
Also, analysis of a car dealer’s interior design allowed applying changes like: different set of cars on display, which contributed to sales growth.
Workshop and coaching
The car dealer’s crew participated in practical sales workshops, in which they were able to learn the mechanisms of Non-offensive Communication™ and Transformational Sales™, as well as immediately practice them. It has allowed them discover really effective methods of a customer service.
There were also carried out individual consulting meetings with the president and board of directors.
Design of Remuneration Model
There was developed a model in which employees can design their salary based on the number of cars sold and granted discounts. This meant that people began to actively plan how much they want to earn and create their own sales goals, which typically were higher than those prepared by their executives.
What results we could expect? In the middle of the financial year the teams met their annual sales targets (number of sold cars).
Peace and confidence of personnel responsible for contact with customer has a direct impact on the quality of their interaction, and thus – better sales results. To assist employees’ sales and customer service base of algorithms were created. This base covered texts and guidelines allowing staff to prepare for different situations that could happen during contacts with customers and they were able to respond accordingly.