In April 2014 at the car dealership of a premium manufacturer in Baku/Azerbaijan, an HGS coach guided the local team through an on-site coaching session. A previous analysis phase showed the current situation and potential opportunities for improvement. During the analysis phase the following evaluations were made: what is the economic environment in which the dealership operates; what changes have occurred in the local market and how the company responded; whether the regional market share is equal to that of the manufacturer on average; what the current staff situation is and how change processes are handled and perceceived; how the internal communication and cooperation between divisions works out; how much brand awareness is at the dealership and how it is lived; to what extent the manufacturer's requirements for corporate identity are fulfilled; how successfully software systems, such as CRM applications, are used; to what extent sales and service processes need to be adapted to local conditions; whether employees have reached their desired level of qualification; and what more can be done to please customers. Based on this analysis recommendations for a gradual optimization in all areas were developed. During the coaching phase itself, sales processes were optimized, employees coached individually and, after performance checks, several short training sessions were conducted. After the successful completion of the project the dealership, in the largest city of the Caucasus region, is now situated in pole position - just right for the start of the Formula 1 2016 in Baku.
On-Site Dealer Coaching in Baku