Performance in People (PiP) has been supporting Audi’s customer experience programme since 2016. This has incorporated regular video and telephone mystery shop activity across their new and used car networks across the UK.
Behavioural Measurement Score® (BMS®) is linked with customers' propensity to purchase and return so getting this right is crucial to delivering customers service excellence. Since the start of 2023, Audi has focussed on driving their BMS® performance to new heights. To achieve this objective Audi has rolled out the following virtual training with PiP:
- CBX (Coaching & Behaviours for Services Excellence) for Sales Managers. This game-changing coaching methodology incorporates a module on BMS®.
- BMS® Direct for Sales Executives. This helps to communicate the importance and power of BMS® and its positive impact on customer interactions
The feedback from the workshops highlighted how the delegate's overall understanding and knowledge of BMS® has increased. 99% of delegates stated their training objectives have been met with 95% saying that the course has improved their ability to give a great customer experience.
Kirsty Macpherson, Sales Support Manager at Audi gave us the following feedback on the workshops:
“Launching CBX and BMS® Direct workshops has been transformational for our network. Integrating a coaching mechanism to Managers and BMS® knowledge direct to customer-facing staff has been key to driving improvements.
The centres who took part in the training have seen their BMS® results increase from an average 3.6 BMS® to 4 BMS®, and we’ve seen other positive consequences with a performance increase in network test drive and follow-up”.
The improvement in BMS® means that an average of 91.6% of genuine customers would purchase from an Audi centre.
Please contact training@performanceinpeople.co.uk if you would like further information on courses around the game-changing, revenue-driving, award-winning BMS® methodology.
