How often does a coaching case appear?

At most once a week per person, and only when one skill was weak across at least four of their calls.

Who gets a coaching case?

The manager, about the person being coached. Sales executives don’t get a case about themselves.

Can we change the scorecard?

Scorecards are stored per dealership, so they can be tailored to how you run your floor.

How is coaching different from the call score?

The call score marks one call. A coaching case is raised only when the scores show a pattern across several calls. Scores also feed Radar. See Radar.

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Coaching cases

Coaching

Stop coaching on a hunch. Every call is scored, and when one skill keeps slipping, the manager gets the calls that prove it.

The scorecard

Every call, scoredon what wins a sale.

Every sales call is marked on the same standard scorecard, from how the call opened to whether the next step was agreed. Each skill gets a score, with a line on why.

Sales calls and service calls have their own scorecards
Compliance is a pass or a fail
The standard scorecard is where you start. Your dealership can tailor it to how you run each department

What it looks like

What coaching is made of: one skill, in real sentences from real calls.

“I’d guess about eight grand for the Golf.”

Part-exchange· Ask about the part-exchange before quoting.

“Right, I’ll let you get on then. Bye.”

Next steps· Agree the next step before ending the call.

“Yeah, there’s a warranty. It’s fine.”

Warranty· Explain the warranty properly.

“Anything in particular you’re after?”

Finding out what they need· Ask what they’ll use the car for.

“Well, that’s the price. I can’t do much on it.”

Price worries· Answer the worry, don’t repeat the price.

“You’re welcome to pop in and have a look sometime.”

Test drive· Offer a test drive for a set day.

A pattern, not a bad call

One slip is a bad day. Four calls with the same weakness is something to coach.

Call 1

Ryan Taylor

Quoted £390 a month. Didn’t ask about a part-exchange.

Call 2

Derek Coyle

Quoted a price first. Didn’t ask about a part-exchange.

Call 3

Elena Marchetti

Gave a monthly figure. Didn’t ask about a part-exchange.

Call 4

Nick Turner

Quoted before asking. No part-exchange question.

Coaching case, for the manager

Ask about the part-exchange before quoting

With the four calls behind it.

An example, with made-up customers.

What a manager gets

A conversation to have,with the proof.

The manager sees which skill, whose calls, and the moments that show it. At most one a week per person, so it never becomes noise.

It goes to the manager, about the person. Sales executives never get a case about themselves
Scores also feed Radar, so managers see who needs help across the team
Leo can answer “who needs coaching on finance?” Meet Leo

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