Because You Can’t Be Everywhere At Once…Or Can You?
The sales floor, the service department, the F&I office…everywhere your employees interact with customers or potential customers is an opportunity to increase sales and ensure a quality customer experience. You invest in advertising, promotions and lead generation to generate traffic for your dealership. What happens when the potential customer arrives on the lot and your employees engages him or her? This interaction between your employee and the potential customer is called the Moment of Truth. The Moment of Truth represents your best opportunity to influence how a prospective customer views, values and ultimately buys the brands you represent, your dealership, your products and your service. What do you do to manage your Moment of Truth?
Inspect What You Expect
Your people are the key to the sale. How do you ensure that your training investment results in a professional and successful sales or service person on the floor? Can you afford to let a salesperson “practice” on expensive in-store leads? What really happens during the prospecting process in your BDC and what opportunities are they missing? Recordant’s Moment of Truth Intelligence™ (MOTI) solution offers you unparalleled access to the qualitative nature of the actual interaction between a potential customer and an employee. The result is timely, manageable and actionable intelligence you can use to understand and impact the quality of the employee-customer interaction and, ultimately, your bottom line.
Not Just Another Call Recording/Monitoring Solution
Quality assurance and monitoring systems are great, but who has the time to listen to every call? Phone-only solutions fail to address critical face to face opportunities you have to affect the sale on the showroom floor, the test drive, the 12-point walk-a-round and the ever-important vehicle delivery. Is your service department effectively selling and servicing at every opportunity? According to NADA, 57% of an average dealership's profit comes from parts and services. MOTI does what is impossible to perform manually; audio from each interaction is captured, analyzed and scored without ever putting a human ear to it. Our secure web-based application allows you to listen, evaluate, provide feedback or simply review reports that quickly and easily show what types of calls or interactions occurred and how they scored against thresholds designed to measure success. Who has time to listen to every call when what you really want is to save the deal and protect or improve your CSI score? With MOTI, you focus your resources on resolving issues we identify for you.
A Dashboard That Puts You In The Driver’s Seat
With Moment of Truth Intelligence™ from Recordant you start your day with a dashboard that clearly outlines key performance of each individual, team, dealership, or enterprise. Reporting key indicators of performance such as appointment ratios or proficiency of inbound and outbound calls allows you to quickly determine who requires coaching and who is equipped with the skills for success. Dashboard provides the gauges you need to measure performance of your entire team.
How Does The Dealership Benefit?
- Improve appointment ratio, qualifying skills
- Increase sales and sales productivity
- Increase add on sales/service/warranty activity
- Identify phone, showroom floor or lot opportunities at risk
- Maximize lead generation investments and advertising spend
- Identify and correct employee behaviors inconsistent with performance next-day
- Ensure employees consistently follow processes that result in "getting the deal"
- Quickly uncover hidden or missed opportunities that result in "saving the deal"
- Easily identify individual training needs for targeted training and coaching
- Maximize your training investment