People @ Retail
New talents for a new generation of customers
Today’s automotive consumer is always connected, able to research products using online information, customer reviews, specialized publications and social media channels. Therefore, success for automotive dealerships lies in their ability to connect to customers with individually tailored products and interactions. This entails prioritizing customer touch points through social commerce, digitally enabled showrooms or mobile strategies. It also means attracting, retaining and training exceptional customer service individuals who are both comfortable with technology and possess the necessary skills: enhancing the shopping experience, facilitating product discovery and enabling cross-selling.
Shortcomings in any of these areas are recognized as the most relevant cause of customer dissatisfaction. According to JP Power, 69% of consumers are less likely to do business with a company after a bad experience. Yet many dealerships continue to face a growing gap between employee expertise and customer requirements, mostly due to budget restrictions and/or a lack of experience with employee engagement and development.
Predict and develop sales and service excellence
MSXI helps to bridge that gap. At the heart of MSXI’s People @ Retail Solution is a patented assessment and screening approach that begins with the identification of the main brand value drivers of your automotive retail network. Using this as our basis, MSXI helps you map out a dynamic onboarding and assessment model which includes brand behavior and customer handling strategies as well as operational, financial and management processes. Clearly defined Key Performance Idicators (KPIs) further guide recruitment, employee development and loyalty building according to the desired retail model, supported by KPI-based training and coaching. The overall program is geared towards predicting and developing sales and service excellence in order to achieve measurable increases in CSI, profits and revenues.
People @ Retail results in Profits @ Dealerships
As a recognized global expert in delivering end-to-end retail solutions and a proven leader in deploying large-scale dealer improvement programs, MSX International is ideally positioned to develop and drive your recruitment, assessment and training program. In fact, we have placed more people in the global automotive industry during the last five years than any other company, and have a proprietary database with more than 500,000 automotive related candidates in the USA alone. Not only can we find the right candidates based on an assessment of service ability but we also work with them to identify and improve competencies through continuous retraining throughout their working life.
People @ Retail leverages our proprietary technologies and tools to provide you with a dealer improvement program guaranteed to drive measurable success. Not only does it effectively drive customers into the dealership but it significantly improves their experience once they’re there.
Our People @ Retail Solution can be individually configured and branded to meet the precise requirements of any dealership network and has been specially designed to respond to the challenges of the automotive industry.