DEKRA Process Safety

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Steven Dorman

Customer Experience Manager, KIA

The DNA Programme has proven to be highly effective at coaching and developing our dealer teams. DEKRA Automotive's approach has provided significant and sustainable improvements to customer satisfation and the delivery of true "Family-like care". It has also received great feedback from participating KIA dealers. 

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Dennis Willis

Retailer Principal/Owner, ŠKODA

The ŠKODA Talk Programme has provided significant improvement in the level of renewal finance penetration and ultimate profitability Willis Motor Company as a dealership have experienced, since Mike and his team got involved with us in November last year.

The call monitoring and subsequent in-house training that has been delivered has pulled together some numbers which indicate:

• October 2013, under 40% of inbound calls resulted in a confirmed appointment
• November, this number increased to 44%
• December, the percentage increased to a very impressive 80%

The month of January has yet to be analysed and although from an initial assessment, the percentage is unlikely to hit 80%, that ratio will nonetheless be a marked improvement on what was historically being achieved.

On the back of the ŠKODA Talk Programme, our actual finance renewal retention rate is improving and we are selling over 1 car a week. These are deals that would have slipped through the net before a rigorous ‘start to finish’ process was installed here as part of this Programme.

I should add that although a good deal of your input has been directed towards our ‘Champion’ of this Programme, the training carried out with the other Sales Executives means there is an element of uniformity within the team in terms of dealing with customer enquiries.

Thank you once again for your assistance. We have some tough new car sales targets to hit this year. We are certainly dealing with finance renewals more professionally which can only help!