Retail Process Assessment

Retail Process Assessment (RPA) is an in-depth study of a dealership’s performance against competitors within a market. The RPA studies a dealership on sales calls, service calls, Internet leads. These results are then compared to the performance of three competitors within a market to determine the following:

• Provide full and objective awareness about how a dealership is really performing
• Knowledge about how you are competing in the market
• Identifies competitive advantages
• Certification

The RPA contains the following measurement tools:
• Internet Competitive Analysis (ICA)
• eShop Best Practices
• Incoming Phone Call Best Practices
• Incoming Service Call Best Practices

There are considerable differences in how the best versus the average handle their phone-up, service, and Internet opportunities. We have developed and refined “Best Practices” for over a decade. Best Practices, represented as principles, provide a game plan for converting these typically misunderstood and devalued opportunities to do business into appointments that show and buy. As part of the Retail Process Assessment, “mystery calls” and “mystery Internet inquiries” are made, scored, and ranked.

Scoring is based on 14 principles. These 14 principles are designed to enable your team to handle the tough questions, take control and schedule an appointment that shows on time and purchases. These 14 principles have been honed and refined for over a decade. Our average training client schedules sales and Internet appointments with over 60% of their opportunities. Nearly 75% of these appointments show for their appointment and at least 33% of those visits result in a delivery.

Each mystery shop/e-mail inquiry asks the typical questions: “Do you have? How much? How much is my trade worth? What will you sell it for?”  We can add and tailor questions as needed. Every dealership is studied for local businesses, landmarks, local flavor, and competitive dealerships. Applying this knowledge to the engagements allows for a realistic measurement of current processes and places the sales/service personnel in as real world a scenario as possible.