Where does your dealership stand?

Are we capturing enough insight to genuinely understand and respond to each customer?

1. 1Our salespeople consistently identify each customer's priorities, motivations and buying criteria.
2. 2Important customer information is accurately captured and available for future interactions.
3. 3Our salespeople use what they know about the customer to tailor recommendations, communication and next steps.

Can every salesperson deliver the standard of customer experience we expect?

1. 1Customers receive a consistent standard of experience regardless of which salesperson they deal with.
2. 2Our sales team follows a clear customer experience process across the key stages of the buying journey.
3. 3The quality of customer communication and follow-up is consistent across our sales team.

Do we consistently keep customers engaged and moving forward?

1. 1Agreed customer follow-up and next actions are completed within appropriate timeframes.
2. 2Customers receive relevant information after interactions that helps them make progress toward a decision.
3. 3Our salespeople consistently understand what needs to happen next to maintain customer momentum.

Do our systems and processes make it easier for salespeople to deliver a great experience?

1. 1Our salespeople are able to spend more time engaging with customers than completing unnecessary administration.
2. 2Customer information within our systems is accurate, complete and useful for future engagement.
3. 3Our current systems and processes make it easy for salespeople to access the information they need when engaging with a customer.

Can our managers see enough of the customer journey to influence performance?

1. 1Managers have sufficient visibility into the quality of customer conversations and follow-up.
2. 2Managers can identify customers or opportunities that are losing momentum early enough to intervene.
3. 3Managers can identify specific coaching opportunities based on actual salesperson and customer interactions.

Can leadership identify what is working, what is not, and where to improve?

1. 1Leadership can meaningfully compare customer experience performance across salespeople, teams or locations.
2. 2We can clearly identify recurring strengths and weaknesses across our customer experience process.
3. 3We have enough reliable customer experience data to make informed decisions about where performance can be improved.