In the beginning, I was not a proponent of the CSS mystery shopping and sales training program. Knowing this, our dealer principal put me in charge of the program. Now that our people have completed the entire program I am extremely pleased with the results. The CSS training program brought top-of-mind awareness to our people regarding basic fundamental customer service and selling concepts. The mystery shopping part of the program got our employees talking about these concepts, which created a high level of awareness to make sure they were implementing them with the customers. I am pleased to say all of our people experienced substantial increases in their post-mystery shopping evaluation scores. Our sales and profits are up and most importantly, our customers are extremely happy.
