Performance in People - Mystery Shopping


PiP Open Course 2020: Dealer Coaching Workshop, 30th April, Oxford

Friday 21st February 2020

Performance in People (PiP) is delighted to announce that they’ll be running for the first time an open course specifically for the automotive industry to showcase PiP’s brand new in dealership training and coaching workshop. The workshop will be held on Thursday 30th April at The Oxford Belfry and run from 10.00 to 16.00 and individual places can be booked for just £295 (excluding VAT) per person.

PiP is the largest automotive mystery shopping supplier in the UK and the leading authority on developing behaviours to deliver the best sales and customer service experience. PiP’s Behavioural Measurement Score® (BMS®) methodology is an effective tool to measure behavioural performance; research has shown that increases in BMS® delivers improvements in sales conversion, customer loyalty, satisfaction and NPS® indicators As a result over 60% of UK automotive manufacturers use BMS® to measure behavioural performance through their mystery shopping programmes with PiP.


The workshop will introduce delegates to the award winning BMS® methodology where they will understand how to deliver the highest levels of behavioural performance. The second part of the workshop will introduce the New Code Continue Begin Fast Coaching® methodology. Managers will receive the necessary tools to effectively coach and develop their teams for improved behavioural and process performance.


  • The difference between a ‘Process’ & a ‘Behaviour’
  • Introduction to the 6 key behaviours that impact most on the customer experience
  • The positive and negative characteristics that influence behavioural performance
  • Understanding how BMS® is scored and what can be done to improve BMS® performance
  • The impact of BMS® behaviours on commercial performance and customer satisfaction
  • How consumer expectations influence customer satisfaction


  • Introduction to the New Code Continue & Begin Fast Coaching® methodology
  • How to translate staff knowledge into implementation
  • Getting staff to self-evaluate their own performance
  • Creating coaching sessions from a platform of positivity
  • Using positive language that motivates staff
  • Gaining commitment that is sustainable

If you would like to find out more information about this open course, or would like to book your own in-dealer training & coaching workshop, contact us directly. or 01983 610087.

New Code Continue & Begin Fast Coaching® is a Registered Trademark of Continue and Begin Limited (CBL) licensed by CBL to Performance in People Limited as an authorised and independent reseller of CBL training materials.

Mystery Shopping | Training | Audits | Customer Surveys

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