Mystery Shopping Report:
RM: Mr.
Car:
Preliminary Observations:
1.
The showroom was well lit and music was being played.
2.
RM escorted from the entrance to the lounge.
3.
All the RMs were in proper uniform.
4.
The pantry person was quick to come and take the order. However fanta and green tea
was not available from the menu.
5.
The RM did the need analysis efficiently and also told about discounts without even
asking.
6.
RM explained various features of the car verbally, very efficiently.
Actionable Items:
1.
I-pads were not used for any purpose.
2.
Pantry person was not wearing gloves.
3.
The car offered for TD was not serviced and the interiors were also not clean.
4.
There was delayed follow-up from the dealership.
5.
The e-brochure was not sent.
Suggestions:
1.
I-pads should be used atleast for the car configurators and comparison with the
competitors.
2.
Pantry person needs to wear gloves.
3.
The car being offered for TD if not serviced, should at least be cleaned from inside on
a daily or once in 2 days.
4.
The follow-up should be more prompt.
5.
E-brochure should atleast be sent via whatsapp.