5:18 pm, September 23, 2011
A DEALER using performance improvement and mystery shopping company Douglas Stafford has recorded a sales record.
High Wycombe Citroen dealership Worleys asked Douglas Stafford’s customer contact centre team to support its event weekend which was targeted at existing and past customers.
Members of Douglas Stafford’s customer contact centre team were given a list of Worleys customers who had been sent a letter inviting them to its invitation-only event.
The customers were contacted by Douglas Stafford’s customer service advisors and appointments were made for as many of them as possible to come and talk to Worleys sales team.
‘The calls made by the Douglas Stafford team made the weekend a huge success and I very much doubt that would have been the case without their help,’ said Worley Citroen dealer principal Nigel Findlow.
‘In fact we were so busy over the weekend that I actually had to get a couple of extra people into the showroom to help out.’
The end result was that Worleys sold more than double the expected number of cars. ‘If we hadn’t got Douglas Stafford doing the phone calls it wouldn’t have been even half the success it was,’ added Findlow.
‘Douglas Stafford started contacting customers as soon as the mailing letters arrived and made as many appointments as they possibly could – and people also came in to see us who hadn’t made appointments but, after receiving a call, decided they were interested in the deals we had on.
‘What Douglas Stafford brings is a very professional service and a fresh approach. We are a small dealership and we don’t have our own call centre so it is great to have their support. Their customer service advisors talk to our customers in a professional manner and they forward details of the appointments made to my sales team.
‘They convert cold data into warm enquiries for my team to follow up. They complement each other and it works seamlessly. My guys deal with the customers when they come in and that’s what they are good at – converting enquiries into sales.
‘We got a very good hit rate from the calls Douglas Stafford made for us and without their help we would not have had such a successful weekend. The market isn’t brilliant at the moment and the success of our event weekend has given everyone a hell of a lift.’
