Retail – Undercover Customer Experience Visit #3


An undercover customer experience campaign was conducted for a dealership on two of their locations.


This business wanted to know if their –

  • systems and processes were working seamlessly,
  • staff were following the system and
  • customer service was of the highest and to their customers’ expectations.


Assessment was carried out on two team members on the floor at the time the visits was carried out and
they were evaluated on five different categories:

  1. Customer service
  2. Selling skills
  3. Product knowledge
  4. Closing
  5. Follow up.


Overall performance
Sales consultant – 87%
Key staff member – 52%


Identified that the key staff member needed more training in most areas.