The challenge was to ensure that the dealership customer experience matched their expectations of the brand. We wanted all dealership employees to focus on the importance of the customer experience as well as sales volume. Our creative solution was a recognition programme that encouraged and celebrated excellence in both the sales and service sides of the business for all dealership employees. This programme was named ‘Dealer of the Year’.
Dealership performance was measured throughout the year against a balanced scorecard including sales versus objective, customer satisfaction and product knowledge. The Top performers from each region were invited to a premium overseas location where each dealership team competes in a team challenge to determine the Regional & National Winners.