Measure, Report and Improve
Pied Piper Management Company, LLC helps brands improve the omnichannel sales and service performance of their retailers.
Press - Dealership (Page 9)
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The Car Connection July 2011
As U.S. auto sales gradually rebound, it would seem that dealerships and showroom salespeople would be eager than ever to let the good times roll once again. But could some brands be slowing their sales recovery due to understaffed dealerships that aren't making every effort to inform shoppers about the vehicle, get them in it, be straightforward, and complete the sale? It's a question that automakers might find worth looking into. According to a major study from Pied Piper, a California sales ... Read More >
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Media Post Marketing Daily July 2011
It looks like Mercedes-Benz' focus on retail, including giving sales staff at dealerships iPads and installing interactive video displays on showroom floors, has paid off. The brand's dealers have gotten the highest satisfaction index ranking for the third year in a row in the Pied Piper Prospect Satisfaction Index, which uses mystery shoppers to rank the retail experience. The automaker has just opened a flagship dealership "laboratory" in Manhattan to test some of the above-mentioned retail ... Read More >
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Detroit Bureau July 2011
Mercedes-Benz is doing the best job treating potential buyers when they walk into the showroom, reports a new study, which is one reason the maker has continued building demand as the luxury market recovers. But while it's the third year in a row that the German marque led the annual Pied Piper Prospect Satisfaction Index, its score actually slipped from last year, and the industry, on the whole, has seen a declining in the handling of “ups,” or customers who come to the showroom, cautions ... Read More >
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Wards Auto July 2011
Most-improved player Mercedes-Benz again leads an annual ranking that measures the sales effectiveness of different auto brands' dealers. This is the third year in a row Mercedes has topped Pied Piper Management's independent Prospect Satisfaction Index. The consultancy sent 3,524 mystery shoppers into dealerships. The covert operatives recorded how sales personnel did on matters ranging from product knowledge to whether they gave compelling reasons to buy, to whether they provided vehicle ... Read More >
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2011 Pied Piper PSI U.S. Auto Industry Benchmarking Study July 2011
Annual auto industry benchmarking study shows industrywide decline in dealership treatment of car shoppers MONTEREY, CALIFORNIA – July 11, 2011 – Mercedes-Benz dealerships ranked highest in the newly released 2011 Pied Piper Prospect Satisfaction Index® (PSI®) U.S. Auto Industry Benchmarking Study, which marked three years in a row of top rankings for the U.S. Mercedes-Benz dealer network. The independent Pied Piper PSI study sent 3,524 hired anonymous “mystery shoppers” into auto ... Read More >
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Powersports Business July 2011
If your salespeople are having trouble turning shoppers into buyers, find out if the salespeople are talking customers out of buying. No salesperson would turn away customers on purpose, but by skipping the “fact-finding” step of the sales process, a salesperson may end up making customers less likely to buy. What attracted the customer to your dealership, and why are they interested in that particular motorcycle? Armed with an answer to those questions (as well as some other probing questions, ... Read More >
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Powersports Business June 2011
The best sales team selling out of a tent will run rings around an unskilled sales team at a beautiful dealership. Dealers quickly learn that skilled and trained employees are the most important ingredient for a successful dealership operation. But what about the facility? How much of a difference does a facility make to sales success? Read More >
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Automotive News May 2011
According to mystery-shopping consultancy Pied Piper of Monterey, Calif., although Toyota's sales practices are near the industry average, Scion's are the third-worst. Scion trailed other youth-oriented brands such as Volkswagen, Kia and Mazda mostly because the brand's low-pressure sales techniques don't give customers a reason to buy now or return for a future visit. Scion salespeople fared well in product knowledge, not overselling, and having power over negotiating the selling price. "We are ... Read More >
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Powersports Business May 2011
All but one motorcycle brand's dealers declined in their year-over-year Prospect Satisfaction Index (PSI) as measured in a benchmarking study by independent company, Pied Piper Management Co., LLC. Overall motorcycle industry performance declined across a majority of the sales process activities tracked by the study, which led to lower PSI scores for 13 of the 14 major brands. Only Husqvarna didn't decline, as it maintained its PSI score of 90 it had achieved in last year's study. “What I find ... Read More >
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MediaPost News May 2011
American and European motorcycle brands are very good at something the import brands are still struggling with: creating a strong brand affinity and satisfaction at the retail level. For the second year in a row, Polaris' Victory Motorcycle brand is the top-ranking motorcycle maker in prospect satisfaction in the new Pied Piper Prospect Satisfaction Index (PSI). Victory led the pack in areas such as providing a product walk-around demonstration, mentioning the availability of financing options, ... Read More >
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What others are Saying:
"We’ve built a process at our 19 dealerships and 35 brands around Pied Piper’s mystery shop results. Bottom line? It works. We are very pleased not only with the improvements Pied Piper has helped us make, but also the great support provided."
Group VP ~ 5-Year PPMC Client
