Automotive Mystery Shopping

JKS offer a unique system of mystery shopping and innovative and creative training to the automotive sector, helping you to deliver service excellence at every opportunity in the most cost effective way.

Our mystery shopping programmes will look at key customer contacts or ‘moments of truth’ that influences whether your customers will use your services, return and recommend to others. Our clients include car manufacturers, franchised and independent dealerships, training colleges, car hire companies and tyre and accessory retailers. We can even mystery shop your competitors!

In order to enhance the mystery shopping and training service offered to the automotive industry, JKS have now appointed Karl Baum to lead the JKS automotive section.

Karl is an accomplished and qualified training consultant and coach with many years of experience in the Automotive Industry working with premier brands. Karl brings a new dimension to JKS with a wealth of knowledge from working with manufacturers and dealer groups both in the UK and worldwide.
Understanding the brand is the first challenge but the real challenge is enabling all of your sales and after sales teams to translate the brand values into an excellent customer experience for each customer contact. Karl understands these challenges and will be working with manufacturers and dealers to help make the challenge of excellent customer service become a day to day reality.

In order for you to decide what level of service you want from JKS we have produced three key Silver, Gold and Platinum Packages.  They are designed as a starting point in enabling you to decide which service best suits your needs and fits your available budget.

All packages have the benefit of:

The new JKS E4M online reporting system, which enables you to examine your employee’s performance when handling customer enquiries.  With a suite of over 25 reporting styles.

A specialist automotive team of consultants and mystery shoppers examining the level of service being given by your employees

Training/coaching by our qualified team, working with you to facilitate change in behaviour and performance.

The Key feature of The Silver Service is mystery shopping, including face to face, video, telephone and email contact and analysis of the data. The service culminates in a coaching day with our consultant to identify and mentor your line mangers, enabling them to coach on the job and overcome any issues identified by the mystery shopping activities.

The Gold Service is a step up from the Silver Service. It contains not one but two rounds of mystery shopping activities with more emphasis on video recording of the service given by your customer service personnel. This enables you along with our consultants to identify key strengths and weaknesses demonstrated. The gold service also includes more training opportunities facilitated by JKS to effect the necessary changes required. This is followed by a second round of mystery shopping to measure your employee’s improvement and the effectiveness of the training.

The Platinum Service takes the key features of the Silver and Gold Package and majors further on training of your customer facing personnel.  Using our highly acclaimed ‘forum theatre’ our dedicated actors simulate real life customer experiences for your employees to experience and experiment. Using the analysis of the mystery shopping activity and scenarios offered by your team your customer facing personnel can experiment with all the possible customer situations safely without losing the ‘real deal’. This allows you to build a series of protocols which will be the accepted norm by your team in delivering true customer excellence.

To receive further information on any of these automotive packages please click here.

For a PDF of our automotive services then please click here