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From Process to Performance: Elevating Sales & Service Standards

This Sales and Service Standards Program established a prescriptive playbook for dealership processes, defining key steps to enhance the customer experience.

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Sales & Service Standards Implementation

The Sales and Service Standards Program was a process-driven initiative designed to establish clear, prescriptive standards for critical dealership interactions, particularly in service consultations. Acting as a foundational “playbook,” it mapped out key steps in the customer journey, defining what should be accomplished at each stage and how the customer should feel. The program focused on process implementation and assessment, including an online evaluation tool to measure adherence and generate actionable improvement plans. While many OEMs have since shifted toward more flexible guidelines, this program set a rigorous framework for optimizing dealership operations and enhancing the customer experience.

Challenge

Establishing standards for key Sales and Service touchpoints while equipping teams with the processes, tools, and resources needed for effective implementation

Components

  • Develop all program reference materials (implemented by Field consultants)
  • Target dealers based on analysis metrics/measurements
  • Assess key sales and service processes/activities
  • Collaboratively develop action plans with dealership management
  • Support the actions and activities needed to affect change, and re-assess the situation 90 days later

Result

This client has steadily improved from “bottom-of-the-pack” to top quartile in J.D. Power SSI and CSI in intervening years

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