Mystery Shop Criteria-

What is a mystery shop call? This is where someone calls the center pretending to be a genuine customer, wanting to book work for their vehicle- This “customer” has been sent to us by the specific brand to check that we are delivering the highest level of excellent customer service – This exceptional service is what they expect us to provide on every call- to every customer!  Treat EVERY CALL as a mystery shop!!

You should never fail a mystery shop call

Checklist

  1. Greeting – Agent name and site
  2. Confirm Customer Registration/Name
  3. Confirm Make and Model of vehicle
  4. Confirm Customer details, Address, Phone numbers (try and obtain 2) Email
  5. Obtain current mileage
  6. What is vehicle being booked in for, repeat back to the customer
  7. Check manufacturing systems for any further work that needs to be carried out i.e QEP, Recalls or additional service
  8. Advise customer of cost including parts and labour if not covered under a service plan (EMAC ETC)
  9. If price objection :
    – Brand trained Technicians
    – Latest Diagnostic Equipment
    – Only Genuine brand parts used – Come with 2 year warranty
    – Complimentary wash and vac
    – Recall/QEP check done
    – Access to manufacturer technical back up and advice
    – MOT Protect (Some brands)
  10. Ask how the customer is paying (Sites are ALL cashless now- NO AMEX)
  11. Confirm how long we would need the car for (Remember Investigation can be up to 2 days)
  12. Offer alternative transport/ Collection and Delivery/ Waiting
  13. Confirm C/D address, make customer aware of loan car fee / ask loan car questions
  14. Confirm booking details – where and when they are booked in, including alt transport
  15. Ask if there is anything else you can help them with
  16. Thank them for the booking, using their name, and ask if customer would like confirmation emailed/text
Mystery Shop Scorecard

Welcoming the Customer:
1 – Was the phone answered within 5 rings or 15 seconds by a member of staff? – 5 Points
The phone must be answered within 5 rings or 15 seconds to score yes. Alternatively, if picked up by automated machine please mark Yes. If ‘No’, please state how many seconds/minutes you had to wait.
Comments:

2 – Did the member of staff who answered the phone do all of the following within the first 30 seconds of being connected?
Give their name – 1 Point
Give the name of the brand – 1 Point
Give the name of the dealership – 1 Point
Ask how they could help – 1 Point
None of the above – 0 Points

3 – If the customer’s call was subsequently transferred to the Service Department, was it answered within 5 rings or 15 seconds? – 4 Points
The phone must be transferred within 5 rings or 15 seconds to score yes. If there is no need to transfer the call, please mark N/A. If ‘No’, please state how many seconds/minutes you had to wait.
Comments:

4 – In their introduction, did the CST Advisor do all of the following within the first 30 seconds of being connected.
Give their name – 1 Point
Give their title/position – 1 Point
None of the above – 0 Points

Customer Qualification.
5 – Did the CST Advisor establish the reason for the customer’s call? – 5 Points
The CST Advisor must establish the reason for the customer’s call and try to assist.
Alternatively, if the Receptionist took this information and the CST Advisor uses it please mark as yes.

6 – The CST Advisor must ask/establish the customer’s details during the call. Alternatively,
if the Receptionist took this and the CST Advisor uses it please mark as yes.
Customer’s name – 2 Points
Customer’s telephone number – 2 Points
Customer’s address – 2 Points
Customer’s email address – 2 Points
All 3 customer contact details + name captured – 10 Points
None of the above – 0 Points

7 – Did the CST Advisor establish the following details on the customer’s car? Evaluate which of the following vehicle details the CST Advisor established regarding the customer’s car during the call.
Alternatively, if the Receptionist took this information and the CST Advisor uses it please mark as yes.
Please comment on which vehicle details the CST Advisor ask for, including any other additional details.
Registration number and/or VIN (chassis number) – 6 Points
Model – 2 Points
Mileage – 2 Points
None of the above – 0 Points
Comments:

8 – Did the CST Advisor explain what would be covered in the service? The CST Advisor must explain at least two elements to the service eg: oil change, oil filter change. If ‘Yes’ , please comment on which elements of the service the CST Advisor explain about. – 7 Points
Comments:

9 – Was the customer given a price regarding the service enquiry? The CST Advisor must give a price or estimated price regarding the service enquiry. If the CST Advisor establishes that the service would be covered by an active CST Advisor, please also mark yes. – 4 Points

10 – If ‘Yes’ did the price provided include VAT? If Q9 is ‘Yes’ the CST Advisor must give a price that includes VAT (they must advise that the price includes VAT to score the point). Please mark ‘No’ if no price was given.

11 – The CST Advisor must ask for a booking during the call and either ask if the proposed time is suitable for them or ask when would a suitable time/day be for them?
Ask for a booking? – 7 Points
Ask for a booking and provide the customer with a convenient appointment date and time for the service? – 10 Points
None of the above – 0 Points

12 -Did theCST Advisor ask if there was anything else the customer required looking at whilst the vehicle is in or did they offer any additional work/services on top of what was enquired about? – 5 Points
The CST Advisor must ask if there is anything else which requires looking at whilst the vehicle is in or mention about any additional products and services to score ‘Yes’. If ‘Yes’ , please comment on what asked or offered.
Comments:

13 – Did the CST Advisor promote the benefit of using an authorised BRANDED dealer? – 5 Points
The CST Advisor should explain some benefits to the customer as to why they should use this dealer. This can be and not limited to Branded trained technicians, Branded approved parts, complimentary wi-fi and refreshments, complimentary vehicle health check, workshop video and any monetary offers. If ‘Yes’ , please comment on which benefits were mentioned.
Comments:

14 – Did the CST Advisor establish the customer’s mobility needs? – 4 Points
The CST Advisor must establish if the customer has any need for mobility requirements (for example collection and delivery).

15 – Were the customers mobility needs satisfied (if relevant)? – 0 Points
In order to score ‘Yes’, the CST Advisor must confirm that they would be able to satisfy
the required mobility needs. Please N/A if not relevant.

New BMS Section.
16 – On a scale of 0 – 5, how friendly would you rate the team member? – 5 Points
To what extent did you like the Advisor as a person? Factors which may influence this include voice tonality, positivity and humour. 5 = Excellent and 0 = Poor.
Comments:

17 – On a scale of 0 – 5, how enthusiastic would you rate the team member? – 5 Points
To what extent did you feel the Advisor enjoys life and their job, believing in the products and loves dealing with customers? 5 = Excellent and 0 = Poor.
Comments:

18 – On a scale of 0 – 5, how professional would you rate the team member? – 5 Points
To what extent did you feel the Advisor was professional (articulate, knowledgeable and respectful)? 5 = Excellent and 0 = Poor.
Comments:

19 – On a scale of 0 – 5, how interested in you as a customer would you rate the team member? – 5 Points
To what extent did you feel the Advisor was genuinely interested in providing a solution that benefited the customer, not just trying to sell a product? 5 = Excellent and 0 = Poor.
Comments:

20 – On a scale of 0 – 5, how helpful would you rate the team member? – 5 Points
To what extent did you feel the Advisor was genuinely interested in providing a solution that benefited the customer, not just trying to sell a product? 5 = Excellent and 0 = Poor.
Comments: