Every year the PCG product evaluation team seeks to identify at least one newcomer to the NADA Convention. This year, PCG Consulting discovered an innovative company providing custom dealership websites and a very effective mystery-shopping platform.
Mystery shopping is not a new concept in the automotive industry. Dealers will submit leads to their own website to benchmark the performance of their sales team. Occasionally, dealers will also submit leads on the websites of their local competitors. The insights gained from mystery shopping vary greatly depending on the thoroughness of the process. Despite the value of mystery shops, they are often ignored or conducted infrequently.
Driving Force introduced Stealth Shopper™ to provide a thorough and consistent mystery shopping service for car dealers. By outsourcing the evaluation of their own team, dealers have found that results are not hidden from senior management.
With many OEMs focused on quality lead response processes, Stealth Shopper™ keeps everyone at the dealership accountable. The dealership will also be first to know if their competitors' processes are better!
Stealth Shopper™ is also providing valuable insights by shopping local competitors. The service will benchmark local dealers on response time and quality of engagement and also summarizes the email communications and marketing message for their clients to quickly review. This service is especially useful in metro markets where multiple OEM franchises are located within 30 minutes of each other.
PCG Consulting recognized Stealth Shopper™ with a Spotlight Award this year because we believe that dealers need a consistent way to measure the pulse of the market and how well their team is performing. By using a competent outsourced solution, dealers will not allow normal work activities force mystery shops to get pushed off for more immediate needs.
For additional information on Stealth Shopper™, visit the Driving Force (http://www.drivingforceauto.com/
About PCG Consulting, Inc.
PCG Consulting Inc. was formed to help dealers who need assistance in creating effective processes, measurement standards, and intelligent reporting for their business operations. The consulting team is comprised of automotive industry experts who will provide vendor-neutral recommendations for products and services that can assist dealers to increase sales and profits. Dealers looking to maximize the results of their existing technology, vendor solutions, and human resources rely of the advice of PCG Consulting. (http://www.pcgconsultingservices.com)