Mystery Shop - Pinetown

What is the main purpose of Mystery Shopping?

• To evaluate our product knowledge.

• A tool to check if we are adhering to BMW retail standards.

• To test us on electric vehicles.

• All of these.

What information should you get when receiving a telephonic enquiry?

• Customer name and contact details.

• Reason for the enquiry.

• Arrange an appointment.

• All of these.

What topics should you discuss on consultation?

• Budget, Financing, vehicle requirements, competitor interest and when they need the new car.

• My BMW App, usage of vehicle, vehicle features, deal offers, charging of EV's

• Trade in value, Negative equity, instalments, limitations of EV's

• All of these

What are the steps that you would need to take with regards to a test drive?

• Wait for the customer to ask for a test drive.

• Actively offer a test drive.

• Vehicle must be clean, fueled or fully charged.

• Explain the features prior to a test drive.

How do you provide a customer with an offer?

• Quote them from Focus Pro.

• Send them a quote via WhatsApp.

• Register a BMW account and email the quote to them from the system.

• Write the quote down and hand it to the customer.

What additional information do you need to communicate to the customer when making an offer?

• Insurance Options.

• Connected Drive.

• Finance options.

• All of these.

When following up, how would you communicate with the customer?

• Email.

• Text or WhatsApp.

• Telephonically.

• Use the contact method preferred by the customer.

How long should you wait, after the consultation before sending a courtesy email or text to the client?

• Maximum of 4 Hours.

• Maximum of 24 Hours.

• Within an Hour.

• Within 48 Hours.

What is the proposed timeframe for a follow up call or email regarding the quote?

• Within 4 Hours.

• Within 24 Hours.

• Within 48 hours.

• Within 8 Hours.

What is the penalty imposed on the dealership for a failed Mystery Shop?

• Transgression letter from BMW.

• Financial penalty.

• There are no penalties.