05 Porsche
Conducted in 3 african markets of Kenya, Nigeria & Ghana.
Objective:
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.
Methodology:
Sales mystery shopping. People with Luxury cars both client and non client brands were recruited to make sales visits with detailed records of the interactions between them and the dealers.