• Customer stories
  • Automotive, Retail
Logi-Serve identifies service skill strengths and gaps for sales personnel
customer profile

Logi-Serve implemented our Service and Sales Assessment for sales personnel in a network of European automobile dealerships looking to improve customer service. Those who scored high on the Logi-Serve assessment were more likely to have experienced positive customer service events like positive feedback, as well as less likely to experience negative events like customer complaints.

Customer

MSXI offers a best-in-class People@Retail training program specialized for automotive retail dealerships designed to improve employee performance in key service and sales roles. Logi-Serve worked closely with MSXI and the OEM to improve service associated with sales-related positions within the OEM's market.

Challenge

Our client recognized that customer service was increasingly important aspect of the sales process, and looked for a science-based assessment that could help them diagnose their sales staff and identify areas for improvement.

Solution

Logi-Serve implemented our Service and Sales Assessment and created a customized benchmark across the sales positions using the competency profiles of the client’s top-performing incumbent employees.

Results

For each incumbent, the assessment provided both an overall score, as well as scores for each of the specific service-oriented competencies. The scores were used to create customized training for the sales personnel.

The scoring benchmark successfully predicted the performance of the sales personnel assessed. Those who scored higher on the Logi-Serve assessment were more likely to have experienced positive events like positive feedback and improvements in performance, as well as less likely to experience negative events like customer complaints or requests to improve their service.
 

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Logi-Serve helps companies improve critical business outcomes

Customer Testimonial
Jeff Christofis Vice President, Kelly Services Logi-Serve has embraced the latest concepts in behavioral screening and their methodology is cutting edge.
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JoAnne Kruse Chief Human Resources Officer, American Express Global Business Travel Logi-Serve has taken assessment science to a new level of insight.
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Pablo Vaquero Quality Manager Ford Iberia There’s simply no replacement for positive, engaged service employees. The trick is finding employees that can perform quality customer minded service.
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