client

A national event and sales training company for a European automotive manufacturer

objective

Develop a "cultural change" training program for all dealership personnel to learn a more customer-oriented sales approach, which included creating relationships that engendered trust, respect and loyalty.

solution

Developed, wrote, cast, produced and edited a series of interactive video vignettes for use by a live facilitator and two theatre-trained actors who brought the moments of customer experiences to life and challenged the dealership personnel audience (from owner to porter) to improve their customer service.

result:

Key messages were successfully delivered, and subsequent interactions with customers and each other greatly affected customer satisfaction. The manufacturer received the program with extraordinary enthusiasm, and a related program was developed and delivered to dealers in the Australian market.