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Citroen CSIs rise due to online sales staff training programme

Citroen UK has seen its customer satisfaction index (CSI) jump 3.43% after the implementation of a new online sales training programme.

Run in conjunction with Oxford-based automotive training specialist Autavis, the programme, called Citroen Direct Learning Sales Track, allows Citroen to train all of its franchised dealer sales staff simultaneously. Autavis will roll out a similar programme across the Citroen network for finance and insurance next month.

Eight-five per cent of the 1,030 dealer sales staff who took part in the summer 2004 course passed. The CSI increases were most pronounced in dealerships with a 100% pass rate.

“This is the first time, after many years of traditional classroom-based training, that we have found the means to train our entire network sales staff at one time and achieve a real, measurable improvement in customer satisfaction,” says Bill Jeffries, Citroen UK national training manager.

“It also provides every dealer with immediate access to training for new starters and for brushing up skills, where needed, with existing staff. On the back of this success we will now look to introduce similar training methods in other areas of our business.”

The course takes up to eight hours to complete. It features a ‘log off and save’ function so staff can take a break at any time.



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