Case Study
“How can we build consistent sales behaviours
across every customer touchpoint?”
What They Needed
T Wall Garages operate two long established, family run dealerships that have served their local community since 1953. With staff handling customer conversations across calls, email, live chat and in person, the business wanted a more unified and professional approach across all communication channels.
They identified the need to:
- Strengthen telephone skills for both inbound and outbound calls
- Improve email, SMS and live chat communication to elevate professionalism
- Reinforce core sales techniques across the entire customer journey
- Encourage accurate customer record updates to support rapport and personalised service
- Challenge unhelpful mindsets and habits to create a more customer centric culture
In short: How do we give every member of the dealership the skills and confidence to deliver a consistent customer experience?
What We Did
Using a bespoke design approach, we created a three day training programme tailored to the dealership environment, customer expectations and communication challenges across the sales and management teams.
The programme was delivered through a practical, highly interactive learning experience rather than traditional slide based training. Staff explored real scenarios, communication challenges and customer expectations to update their approach and improve consistency.
Supported by:
- Practical communication workshops focusing on calls, email, chat and SMS
- Interactive learning sessions replacing passive, classroom based formats
- Mindset development activities to reduce hesitation and improve confidence on the phone
- Customer experience insight to help staff understand the impact of their communication
- Open discussion forums enabling staff to raise improvements and suggest positive change
The programme helped create a more confident and customer focused way of communicating across every role in the dealership.
The Difference It Made
Quality of programme design
Confidence using the telephone
Quality of Communication consistency
Capability across customer touchpoints
Impact on customer experience
The programme received strong feedback from participants across all roles, with immediate improvements in confidence, communication behaviours and customer interactions.
- Quality of programme design: 3.6 out of 4 – viewed as relevant, engaging and directly useful
- Confidence using the telephone: 83% uplift – reflected in more positive and assured conversations
- Quality of Communication consistency: 76% – seen across calls, email, SMS and live chat
- Capability across customer touchpoints: 94% uplift – leading to stronger professionalism and clarity
- Impact on customer experience: 88% – noted by both staff and senior managers
The training helped T Wall Garages elevate the customer experience across both dealerships, creating more consistent communication and stronger engagement at every touchpoint.
