94%
80%
Question
Score
Answer
- Visit Type:
-
- Appointment
- Walk-in
- 0/0
- Facility - Sales Showroom 100% (3/3)
- Was the outside of the dealership (Sales department area) clean and free of trash and debris? (Mark N/A if the shopper did not see the exterior of the sales department due to the scenario.)
-
- Yes
- No
- N/A
- 2/2
- Provide any notes on Sales department exterior:
- Ferrari of Houston was located on a service road adjacent to the interstate. The signage was billboard-like marked with a red rectangular Ferrari sign. The building was surrounded by a chain link fence and landscaping was sparse. There were a few areas of patchy grass and a minimal amount of shrubs. The parking lot needed resurfacing as the blacktop was eroding and worn.
- Was the interior of the dealership clean and in order?
-
- Yes
- No
- 1/1
- Provide any notes regarding the facility interior.
- The showroom interior was bright and clean. There were a few Ferrari's for sale (5-7) on the showroom floor. Windows spanned the front wall facing out to the interstate. The reception desk was in the middle with a waiting lounge area behind it and an additional lounge area upstairs. The assiciate's offices were in the back of the showroom and there were additional cubicles upstairs in the waiting/lounge area. A glass case held Ferrari items for sale--hats, water bottles, mugs, die-cast miniture Ferraris and Ferrair erasers. There were a few clothing items for purchase hanging on a rack next to the glass case as well as Ferrari luggage. The lounge areas were comfortable, clean and inviting. Shelving was thoughtfully decorated with Ferrari items of interest, book and magazines placed on the tables and plenty of seating room. The coffee/water area was behind the lounge on the main level.
- Please explain any No answers and any clarifications on the scoring of the questions
- I answered all "yes" to above.
- Client Care 95% (20/21)
- Was there a handover from aftersales to sales?
-
- Yes
- No
- N/A
- 0/0
- If so, please describe the process? If not, how were you introduced to the sales staff?
- I didn't let my service advisor know that I was also interested in making a purchase so I answered this question N/A.
I approached the reception desk about halfway through my service appointment to inquire about their inventory. The receptionist was personable and friendly. She asked me if I wanted any coffee or water and engaged in small talk while she alerted a sales associate that I was interested in talking to him. - If there is a warm handoff, mark N/A to the following question.
- Once entered the sales floor, did someone approach you to greet you and offer to help? (advisor/manager, technician, salesperson, greeter, other)(you did not have to seek someone out to assist).
-
- Yes
- No
- N/A
- 0/0
- Upon entry to the facility, did every employee who saw you acknowledge you? (Say hello, etc.)
-
- Yes
- No
- 2/2
- Who did not acknowledge you?
-
- NA
- Once approached/received, did the team member: (check ALL that apply)
-
- Greeted you
- Introduced himself/herself
- Offered assistance
- None of the above
- 3/3
- Did the sales staff provide his/her name and contact information?
-
- Provided name
- Provided contact information
- None of the above
- 2/2
- Did the sales staff ask for you name and contact info?: (check ALL that apply)
-
- Your full name
- Your phone number
- Your email address
- None of the above
- 3/3
- Did the Sales Executive/Manager ask which method of contact you prefer?
-
- Yes
- No
- 1/1
- Did you feel welcomed?
-
- Yes
- No
- 1/1
- Did the sales staff offer you refreshments?
-
- Yes
- No
- N/A
- 0/0
- Was the sales staff proactive in building a rapport with you?
-
- Yes
- No
- 3/3
- If so, describe what made you feel this way i.e. the question they asked, the topics discussed family, work, hobbies, etc.
- Brian, the sales associate, was personable and polite. He showed me two vehicles—a Roma and a Portofino—that were available on the showroom floor. They were pre-owned, and I inquired about the difference between purchasing pre-owned from the dealership and from a private seller.
The sales associate talked mostly about the history of the dealership, stating that they were the "only dealership to offer the 2-year warranty on pre-owned Ferraris." He also spoke about the reputation of the dealership--how they were working on changing it and his history of employment and where he's lived. He did not ask me many personal questions, but did ask about my time frame of when I wished to purchase and said he'd make a note to contact me in mid September.
He unlocked one of the vehicles in order for me to sit in it. - Did the Sales Executive ask fact-finding questions to determine your needs and desires to ensure this was the ideal vehicle for you?
-
- Yes
- No
- N/A
- 3/3
- If the Aftersales Team gave you a tour of the facility, the sales team doesn't need to do that again. Score Yes if tour performed during service visit.
- Did the sales staff give you a tour or a layout of the dealership (sales floor, atelier, preowned area, new car showroom, etc.)?
-
- Yes
- No
- 0/1
- Did the sales staff discuss at anytime other offerings, events or activities that you could be a part of with the store?
-
- Yes
- No
- 2/2
- If there are any additional notes about the introductory process, please provide:
- Toward the end of the conversation Brian mentioned the benefits of building a portfolio of vehicles because then Ferrari would contact me to come in to be the first to see new vehicles or vehicles he thinks I'd be interested in.
- Certified Pre-Owned 100% (9/9)
- Did the sales staff describe the benefits of purchasing a CPO vehicle from an authorized Ferrari dealership vs. an independent or 3rd party? (For example: Backing from the manufacturer, warranty, thoroughness of the inspection needed to certify, or similar to name a few)
-
- Yes
- No
- 2/2
- Did the Sales staff review the requirements/criteria that make a Ferrari vehicle eligible to be considered a CPO?
-
- Yes
- No
- 3/3
- Which of the requirements/criteria did the Sales staff review with you? Check all that apply.
-
- Proof of Insurance / Certificate of Insurance
- 101 Inspection Report
- Minimum of 2 Years of Warranty Coverage
- No after market accessories, must be a stock car or Ferrari approved accessories allowed
- None of the above
- 0/0
- Did the sales staff increase your overall knowledge of the CPO program?
-
- Yes
- No
- 3/3
- After speaking with the sales staff did your willingness to purchase a CPO vehicle vs. a standard pre-owned vehicle increase?
-
- Yes
- No
- 1/1
- Please describe how your willingness to purchase a CPO vehicle was affected by the sales staff's explanation/description:
- The sales associate described with detail the benefits to purchasing a pre-owned vehicle from their dealership including stating that they were the only dealership to offer the 2 year warranty coverage.
- Purchase Intention 80% (4/5)
- Based on your experience with the Sales Executive, which one of the following statements best describes your intent to buy at this dealership?
-
- I would definitely buy from this dealership
- I would probably buy from this dealership
- I am not sure whether or not I would buy from this delaership
- I would probably not buy from this dealership
- I would definitely not buy from this dealership
- 4/5
- What factors would prevent you from definitely purchasing a future vehicle from this store?
- I felt the rapport building with me could have been stronger. He did a good job understanding my timeline and promised to follow up with me. He did not come across as pushy.
- What factors led you to want to buy from this store in the future? (check ALL that apply)
-
- The sales staff's attitude
- The sales staff's knowledge
- The sales staff's proactiveness
- The sales staff's ability to build rapport
- I was convinced in the product
- 0/0
- Client Follow-up 100% (6/6)
- Did the dealer follow up with you in the next 3 business days? (Please indicate in the notes if the follow up was completed leveraging the preferred method of contact)
-
- Yes
- No
- 3/3
- How many hours did it take the store to follow up with you?
-
- 24 hrs or less
- 24-48 hours
- 48-72 hours
- 72 hours or more
- The store did not follow up with me
- 3/3
- Which media was used to follow-up i.e. Phone, Email, WhatsApp, SMS, Social Media, Other, etc.
- The store did not follow up with me but he said he would in a few months, which is in line with my purchasing timeline. I awarded points since the follow-up was in line with the timeframe I had indicated.
- Describe anything else of note and provide a summary of the visit.
- The sales visit was average. As the sales associate, Brian, talked mostly about the history and reputation of the dealership as well as a previous client spending such and such for a matte paint on the exterior of her vehicle, I did not feel that he built much rapport with me. The product itself, would be the reason I would purchase from this dealership.
- "Advocacy" Score 80% (4/5)
- Based on your experience with the sales staff, how likely are you to recommend this store to a colleague or a friend?
-
- I would proactively recommend this store to others instead of other stores
- I would be happy to recommend this store to others, if asked, but there are also other equally good stores
- My experience was acceptable, but not good enough for me to recommend this store to others
- My experience was fairly poor, and if asked, I would not recommend this store to others
- My experience was unacceptable and I would proactively tell others to avoid this store
- 4/5
- Which elements made this interaction with the Sales Executive memorable and unique?
- The one item that stood out to me was the sales associate's statement that they were the only dealership that offered a 2-year warranty on a pre-owned vehicle. I know the 2-year warranty is provided at any Ferarri dealership for pre-owned vehicles, so that statement was unusual.
- What were the most positive elements of your interaction with the Sales Executive?
- The sales associate was courteous.
- Explain what the Sales Executive could have done differently to enhance your experience
- The sales associate could have built rapport with me by asking some personal questions and getting to know me a little, as a potential client, rather than talking about himself and the dealerships in which he has worked and where he has lived.
- Based on your experience with the Sales Executive, to which extent would you say: "I felt taken care of during my interaction with this sales team"
-
- I strongly agree
- I agree
- Neither agree or disagree
- I disagree
- I strongly disagree
- 0/0
- Please select the main reasons why you felt taken care of during your interaction with this Sales Executive.
-
- The waiting time before starting the interaction
- The way the sales staff member greeted/engaged me in the beginning
- The rapidity of the response during the interaction
- The sales staff member’s etiquette (tone of voice, use of language, professionalism)
- The sales staff member put me at ease or made me feel comfortable
- The proactivity of the sales staff member
- The way the sales staff member bid farewell
- Other
- 0/0
- Based on your experience with the Sales Executive, to which extent would you say: "I felt the sales staff member was an Expert"
-
- I strongly agree
- I agree
- Neither agree or disagree
- I disagree
- I strongly disagree
- 0/0