内容课件奔驰shopping

1、Mystery Shopping 2011 Round IAfter Sales, Region EastDec.2011, XiamenSlide 2MB_125_innovation_presentation-slides_16-9_EN.potAgenda1 Mystery shopping result review2 Trend of Mystery shopping result3 Weak points of RE4 SummarySlide 3MB_125_innovation_presentation-slides_16-9_EN.pot1. Mystery shopping

2、 result reviewRegion East is still the No. 1 in 3 regions, bus the gap is narrowing.Slide 4MB_125_innovation_presentation-slides_16-9_EN.pot2. Trend of Mystery shopping resultThe overall score is descending and the “process execution” part has big drop.Slide 5MB_125_innovation_presentation-slides_16

3、-9_EN.pot3. Weak points of RE- Overall resultSlide 6MB_125_innovation_presentation-slides_16-9_EN.pot3. Weak points of Mystery shopping- Service follow upSlide 7MB_125_innovation_presentation-slides_16-9_EN.pot3. Weak points of Mystery shopping- Service bookingSlide 8MB_125_innovation_presentation-s

4、lides_16-9_EN.pot3. Weak points of Mystery shopping- Perform receptionSlide 9MB_125_innovation_presentation-slides_16-9_EN.pot3. Weak points of Mystery shopping- Conclude receptionSlide 10MB_125_innovation_presentation-slides_16-9_EN.pot3. Weak points of Mystery shopping- Order completionSlide 11MB_

5、125_innovation_presentation-slides_16-9_EN.pot3. Weak points of Mystery shopping- Vehicle handoverSlide 12MB_125_innovation_presentation-slides_16-9_EN.pot4. SummaryPlease pay high attention to the mystery shopping:Because it focus not only customer satisfaction but also the whole after sales proces

6、s,It can help you improve your customer satisfaction, avoid lost sales and increase the turnover/vehicle throughput.We highly recommend you implement your dealerships own “mystery shopping” based on MBCLs mystery shopping standard regularly, to monitor and improve your teams performance continuously. Slide 13MB_125_innovation