04 JLR Africa
Conducted in 5 African markets of Kenya, Nigeria, Tanzania, Ghana and Zambia.
To appraise dealers’ competency and consistency of customer service standards following a round of training exercises by an external consultant.
To identify knowledge gaps and room for improvement where applicable.
Pre & After sales mystery shopping. People with Luxury cars both client and non client brands were used to make sales and service calls & visits with detailed records of the interactions between them and the dealers.