Consultants, Experience Insight, have brought their The Retail Experience Programme [REP] to the wider market after operating it with Honda UK for over ten years.
The programme seeks to identifying ‘tripping points’, which are defined as things that prevent customers from buying, and attempts to remove or minimizing them. Tim Routledge, chief experience officer and founder of Experience Insight said: “Clearly staff have a huge influence on both the quantity and quality of sales, however the REP is not based on how to sell, but on why customers don’t buy, and then looking at what can be done about it.”
The IMI accredited programme works with individuals and teams at dealerships, as Routledge explains: “It’s essential employees understand why customers may be feeling or reacting in a certain way.” There is a knock on benefit according to Routledge: “Our aim is to improve workplace culture and team dynamics. This in turn makes for healthier, happier and more effective employees and a better experience for the customer. In short, we aim to make buying a car a smoother experience for everyone involved!”
Chris Taylor of Vertu Motors commented: “We have been able to build a strong business foundation and culture with the help of the REP, with consistent uplifts in performance, customer satisfaction and colleague retention levels at multiple sites throughout our group.”
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