When In-Person Evaluation Is Needed, Use a Fact-Based Process
When in-person evaluation is needed, use a fact-based process.
Pied Piper provides targeted in-person measurement using the Prospect Satisfaction Index® (PSI®) process developed through more than 15 years of measuring retail sales behaviors and tying those behaviors mathematically to retail success.
Diagnose the fundamentals. Focus the fix.
PSI® In-Person evaluations are most useful when a dealer group or manufacturer suspects poor showroom execution is hurting sales and needs to identify what is being missed.
PSI® In-Person Measurement evaluates what customers actually experience in the showroom, identifies which selling behaviors are being executed or missed, and gives leadership objective evidence for coaching, training, and process improvement.
Try PSI® In-Person MeasurementSimple online ordering process. Targeted diagnostic evaluation designed for dealership sales improvement.
“Want to improve dealership sales? Don’t start on the showroom floor. Start with what happens invisibly before the customer arrives.
After more than 15 years measuring dealership performance, we’ve learned that the biggest opportunities are usually the customer interactions that are often invisible to management: phone calls, web leads, and follow-up. That’s where the best return on investment is found.
That’s also why we don’t recommend ongoing PSI In-Person evaluations for every dealership. Face-to-face selling has been refined for more than 100 years, and most dealerships have bigger opportunities elsewhere.
But when a dealership has a specific in-person selling problem, PSI In-Person is exactly the right tool. Most sales failures aren’t dramatic, they’re important behaviors that never happen. That’s also why hidden-camera videotaping can be misleading, drawing attention to unusual moments while missing the critical behaviors that never occur.
The takeaway: focus first on what happens before the customer walks through the door, and use PSI In-Person evaluations only when a dealership has a specific in-person selling problem.”
When showroom sales are underperforming, find out why.
Most dealerships know how the sales process is supposed to work. The challenge is knowing whether it is actually happening consistently at each location, with each customer, and with each salesperson. PSI® In-Person Measurement makes those behaviors visible so leadership can focus coaching and corrective action where it matters most.
Customer was not greeted promptly or professionally.
Salesperson did not build rapport or understand the customer’s needs.
Salesperson did not ask for the sale or move the customer toward a clear next step.
See what actually happens when real people visit your showroom.
Pied Piper sends trained evaluators into dealerships as prospective customers using realistic shopping scenarios. Each visit measures whether the salesperson executes the key behaviors Pied Piper’s research has identified as important to sales effectiveness and customer loyalty.
Not guesswork. Not anecdotes. Objective measurement of showroom execution.
When sales performance is weak, the cause is not always pricing, inventory, marketing, or traffic. Sometimes the fundamentals are being missed in the showroom. PSI® In-Person Measurement gives managers and leadership a fact-based view of what is actually happening with customers so coaching conversations can focus on observable behavior instead of assumptions.
Trained Evaluators
Evaluators visit dealerships as prospective customers using realistic shopping scenarios designed to measure real showroom selling behaviors.
Fact-Based Scoring
Each visit is scored using a consistent measurement process so results can be compared across salespeople, locations, groups, and brands.
Specific Missed Behaviors
Reporting shows the exact parts of the sales process that are being executed well or missed, from greeting and needs assessment to demonstration and collection of contact information.
Cross-Location Comparison
Dealer groups and manufacturers can evaluate the same behaviors the same way across stores, making execution differences easier to see.
Targeted Coaching
Results help managers focus coaching, process reinforcement, and management follow-up on the behaviors most likely to improve sales execution.
Complements LHE™ And SSE™
LHE™ and SSE™ monitor digital, phone, and scheduling paths. PSI® In-Person Measurement evaluates what happens when the customer is physically in the showroom.
Measurement makes improvement possible.
PSI® In-Person Measurement is built on Pied Piper’s fact-based Prospect Satisfaction Index® methodology, refined over more than 15 years and hundreds of thousands of measured interactions.
Pied Piper identifies the retail behaviors that statistically drive sales and customer loyalty, then measures how well each location executes those behaviors using trained human evaluators and structured reporting.
See what this would look like for you
PSI® In-Person evaluations are most useful when a dealer group or manufacturer suspects poor showroom execution is hurting sales and needs to identify what is being missed.
Use PSI® In-Person Measurement when sales opportunities are reaching the showroom but results are falling short. Pied Piper can help identify which sales fundamentals are being executed, which are being missed, and where leadership should focus improvement efforts.
Try PSI® In-Person MeasurementFrequently Asked Questions
-
PSI® In-Person Measurement is a targeted diagnostic evaluation that measures how well dealership sales teams execute the behaviors that matter during real showroom visits. It uses the Prospect Satisfaction Index® process to provide fact-based evidence of what customers actually experience.
-
Use PSI® In-Person Measurement when sales opportunities are reaching the showroom but results are still falling short, or when leadership needs objective visibility into whether underperforming locations are consistently executing the fundamentals of customer engagement and sales process.
-
No. LHE™ monitors inbound sales leads, digital interactions, and follow-up. SSE™ monitors service scheduling by website and phone. PSI® In-Person Measurement evaluates what happens when a prospective customer physically visits the showroom.
-
PSI® In-Person Measurement can measure behaviors such as greeting, rapport building, fact-finding, understanding customer needs, presenting relevant solutions, offering a demonstration or test-drive opportunity, asking for the sale, and capturing contact information.
-
Leadership receives structured, fact-based reporting showing which behaviors happened, which were missed, and how performance compares across locations. Results can support targeted coaching, training, process reinforcement, and management follow-up.
-
In-person selling is more visible than phone, chat, web lead, or scheduling paths, so PSI® In-Person Measurement is best used as a targeted diagnostic tool. It provides objective measurement when leadership suspects poor showroom execution is hurting sales and needs clear evidence of what is being missed.
-
No. PSI® In-Person Measurement is a disciplined performance measurement process built on Pied Piper's Prospect Satisfaction Index® methodology. It is designed to reveal which sales behaviors are actually happening and which are being missed, using trained evaluators and consistent scoring.
