Client and Participant Testimonials

We had a rough start to April, starting at the bottom of our Area in CEI. When I returned from this class I emphasized to my co-advisor that we needed to give that little extra push and begin following up with customers. We've been doing a better job greeting clients as they pull onto the drive as well, walking out with their customer info in hand and rather than ask "what are we doing for you today?” we're telling them "we're going to be doing this for you today, correct?". We were surprised how many times this one simple thing brings a smile to a customer's face. Little things like this turned our April around, and we finished towards the top of our area! I guess I could at least partially credit this course with saving our April CEI!



Rob, VW

 

"Tim, Just wanted to thank you for the CSI training class you taught. It was great and as the saying goes, you can teach old dogs new tricks. Hope to see you in the near future."

-Best Regards, Tim Coughlin, The Collection

 

"I wanted to let you know I have been following up with customers per my set goal and I am seeing an improvement in my CEI scores (and volume) because of it.  I was even able to turn a potentially terrible survey into a 100% thanks to a follow-up call. I discovered that there had been a misunderstanding between a customer and my fellow advisor during a pick up (I was off that day), and I resolved the concern over the phone. The following day I received that 100% survey from them!"

Robert Lackey - Service Consultant, Fowler VW

 
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The Truth in... Launching Two All New Audi Training Programs

Audi has a rich and proud history of not compromising when it comes to engineering vehicles that are unmatched in terms of technology, performance, design and luxury. This is embodied in their Brand moniker The Truth In Engineering.

BTS helps brings that philosophy to the forefront of Audi Dealership personnel minds with two all new Instructor Led Programs:

  • Managing Toward a Future with Audi
  • Audi Top Service for Consultants

These courses are designed to assist after-sales managers and service advisors  in engineering a "Premium" experience for their Customers. The goal being to create customer enthusiasm through Amazing Moments to increase sales, capacity and reduce brand defectors.

 
 

Case Studies

BTS Launches Porsche Global Certification Program for Porsche Cars Canada

BTS played a critical role in helping launch the Porsche Global Certification System for Porsche Cars Canada, but for BTS project manager, Julie Cassell, the process began months before the Program launched. Julie was tasked with the duty of making all of the preparations for the 5 day program held in Toronto and Vancouver, handling everything from audio visual requirements to meal selections and reservations for 38 Porsche Cars Canada Sales and Service Professionals.

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Case Study: Luxury Sports Car Manufacturer

Situation

A luxury sports car manufacturer who is known for premium products and brand strength has recently introduced an SUV and is planning to introduce a sedan. The luxury car manufacturer knows that new types of customers will be visiting their showrooms and service departments and that their Dealership personnel need to be able to deliver a high quality ownership experience to their new customer base in order to be competitive in their desired new market segments.

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Case Study: Major American Auto Manufacturer

Situation

A major American automaker's online excellence certification program, which had been in operation for several years, was fraught with stale and extremely confusing test questions thereby discouraging participation and increasing the volume of question appeals. The task for the BTS team was to develop meaningful questions that challenged the participants without angering them and to boost participation while at the same time preserving the integrity of the test to maintain its purpose as a measurement of excellence.

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