Pendragon Plc
Pendragon Contracts are part of Pendragon Plc. It is the largest automotive dealer group in Europe, with more than 250 outlets trading under quality names such as Stratstones and Evans Halshaw.
Despite the turmoil in the market, the company had signed a number of significant new contracts over the past 12 months and felt that its sales force needed a timely boost to handle the challenges ahead. Change Creation planned and implemented a 2 day workshop to ensure that the team achieved the company’s workshop objectives to :
- Recognise and embrace the need for change
- Develop the appropriate behaviours to ensure a “Consultative” selling approach
- Identify the customers 8 stages to making a purchasing decision
- Match the Sales Process to the customers Buying Process
- Build a quick professional relationship using rapport
- Use effective questioning and listening techniques to establish the customers needs
- Handle difficult questions, overcome objections and secure a firm commitment from the customer
- Effectively implement a ‘Commitment to Action’
Following the workshop Mike Roe, Sales Director commented, “This has been a great example of minimum expenditure having maximum impact, as feedback from the workshop has been excellent. More importantly we have seen a significant behavioural change in the areas where we needed it.”
Following the success of the workshop, Pendragon decided to extend the workshop to all their support staff where the objectives were to:
- Recognise and embrace the need for personal development/change
- Develop the appropriate communication behaviours to ensure a ‘Consultative Support’ approach
- Understand the part Sales Support play in ‘The Sale’
- Be able to use effective questioning and listening techniques to establish the Sales Person’s and Customer’s needs
Once again this proved to be a great success” said Mike. “It helped establish an increased understanding between Sales and Sales Support which can only enhance the service we deliver to our customers.”
