Mystery Shopping
Mystery shopping your dealership is one of the best ways to gain insight into your team’s performance. It’s often a real eye-opening experience with real tangible results.
Program Overview
Phone and internet mystery shops, run in-house by people who worked the phones. Every shop comes with a review and a game plan, not just a score.
Hear What Your Customers Hear
Our shoppers call your store and submit leads like a real customer. You see exactly what happened: who answered, what they said, and whether anyone asked for the appointment.
Phone Shops Scored on What Matters
Every call is scored on six things that decide whether a caller shows up: control, selling the sizzle, opening up inventory options, the trade, “whether you buy from us or not,” and asking for a specific appointment. Bonus points for echoing and the Texas Yes.
Internet Shops Scored on Speed and Follow‑Up
How fast you responded and by which channel. How many touches over 30 days. Your first five days. Video. Whether a manager stepped in. And whether your AI auto-responses helped or got in the way.
See How You Stack Up
We shop your competitors too. You see what the store down the street does with the same customer, and where you’re winning or losing them.
A Game Plan, Not a Report Card
Every month you get a memo: shop by shop, where you’re strong, and coaching tips for phone and internet. Then we sit with your managers and build the game plan for the month ahead. It’s a snapshot in time, not a verdict.
Want to know what your team sounds like when responding to inbound leads?
Taking inbound leads is a privilege. After all, these are leads that YOU are paying for. Conducting mystery shopping at your dealership is a highly effective method for uncovering valuable insights into your team’s performance and driving tangible, measurable improvements.
What Do the Mystery Shop Bundles Include?
To help you pinpoint the issues your sales team is facing in converting phone leads, we offer monthly services to help your dealership optimize lead conversion rates.
We can provide your dealership with the following services every month:
- 4 mystery shops for both new and used car phone leads
- Scorecards and recordings for each call so the team knows exactly what to improve on
- A debrief call with management to discuss mystery shop results and strategies for improvement
How to Get Started
Discover
Based on our initial discovery with your management team, we develop a custom training program for your dealership.
Kick‑off
Our energetic kick-off with your management team and sales team sets the tone for training and gets your team pumped!
Refine
Together with you, we continuously refine your training program and measure for results.
Knowing What Your Team Is Saying Is Critical to Success
It’s vital that your staff is properly trained on what to say to shoppers to get them touching tile. In today’s competitive automotive industry, the difference between making deals and losing deals comes down to knowing what to say.
Our mystery shopping boosts team performance because:
- Sales teams perform better when they know you’re listening
- Mystery shops help you focus your training to hone in on areas of improvement
- We provide actionable strategies to make your team better based on what we hear
Don’t just take it from us, hear it from the 200+ current partners we have helped to develop their sales teams
“My team’s increased confidence on the phones after only a couple weeks on Proactive’s training has resulted in not only increased show percentages, but a general overall enthusiasm about using the phone. We are definitely seeing a snowball effect of great results and I am excited for continued improvement!”
“Proactive’s training has been the biggest part of our success in teaching our people to aggressively convert opportunities on the phone and drive traffic to our dealerships!”
“Proactive’s training has provided my staff with the tools and confidence that have helped us become the #1 CPO dealer in the country. Our improvement has been dramatic and my people love it!”
“Proactive’s training has been a huge part of our dealership’s recent success. Our people now have an easy-to-execute game plan for converting traffic off the phone and internet that gets us great results daily.”
“Since starting with Proactive’s training our biggest increase has been in used car volume. We are up 250 units this year and created a budget brand to accommodate the additional trade-in volume. True Story.”
“Finally a training program that makes sense and is sustainable! The improvement from our sales and management staff is dramatic and the results were almost immediate. We are definitely seeing a lot more customers as a result, and selling more cars.”
“ADAPT VT provides my salespeople, managers and BDC staff with the tools they need to get customers in the door rather than hoping and waiting for them. The specific management content is invaluable. Bottom line we’re selling a lot more vehicles because of it.”
“Proactive’s training and the ability to deliver it through the ADAPT VT platform has been an enormous part of our success over the years. Our staff finds the techniques and word tracks applicable not only on the telephone but face to face as well.”
Mystery Shopping FAQs
Still have a question? Call 1-866-996-4665 or chat with us.
Why are mystery shops effective?
Mystery shops provide your dealership with a snapshot of what your salespeople sound like in a real-life situation. We provide you with detailed information on areas your associates need to improve on and actionable steps that need to be taken for improvement.
Why is Proactive Training Solutions a good fit for helping my dealership?
Here at Proactive Training Solutions, we’ve been providing industry leading car sales training to professionals since 1991. Over that time, we’ve developed a good understanding of what it takes to take car dealerships to new heights. And we’ve helped countless dealerships improve their sales team’s phone conversion rates through our mystery shopping. We’re confident we can help you.
Is there a commitment for mystery shops?
No, the service is fully flexible to suit your dealership’s needs. You can go a month at a time and cancel at any time.
Schedule a Mystery Shop
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