General Manager Jenan Culic figured there had to be a better way for management at Downtown Toyota in Toronto to work with and encourage the sales team, while at the same time creating a better car-buying experience for customers.
That nagging feeling dissipated this year after Downtown Automotive Group invested in a customer-experience management platform developed by TagRail Inc. The results: better relationships between management and salespeople, higher closing ratios and improved social media reviews from customers.
"In my 17 years here, I've seen many interactions with our sales staff and management team and it's always a debate that doesn't go anywhere," said Culic, whose store is one of 10 in Toronto owned by Downtown Automotive Group.
"The debate always centers on how well salespeople did last month or during the current month," he said. "The salespeople think they did the best they could and management doesn't think they did enough. It ends up as a race to see who can come up with a better excuse."