This story was told to us by one of our mystery shoppers. She was not mystery shopping, but buying. She had recently had a baby and needed to upgrade the family car, so she went to a large motor vehicle dealership with her baby and her mum. Here’s what she said…
“My worst (customer) experience was when I was looking to purchase a new car. The sales assistant did not take me seriously as my husband was not with me. The sales person would not provide me with brochures or prices on the car I was interested in and was reluctant to give a test drive of the vehicle despite the fact I said I was looking to purchase a car within the next week.”
Our mystery shopper ended buying a car alright, but it was another brand at a different dealership. She told us that the car she purchased was not her first choice, but after her bad experience at the first dealership she decided not to purchase their brand.
Great service doesn’t mean you will win the sale. BAD service on the other hand is guaranteed to LOSE sales every time.