Case Study: Heavy Equipment

Case Study

BI developed a dealership certification program for one of the world’s largest heavy equipment manufacturer

Results

  • Participation rate was 100% more than originally anticipated – more than 6,500 employees and managers.
  • Average increase in pre- to post-test results of 21%.
  • Certified parts counter people sold more in parts per month
  • Customer service has improved.

This heavy equipment manufacturer asked BI to help drive its corporate objectives through its dealership personnel.

Issues

The manufacturer wanted to:

  • Increase sales
  • Customer satisfaction

Solution

BI created a dealership certification program. BI services included:

  • Dealer and participant research.
  • Dealership promotions including a video, course catalog, and brochures.
  • On-going direct mail promotions to dealers.
  • Training courses, covering a variety of topics, with progressive levels of difficulty.
  • Delivery of training through seminars, video, self-study, audio, and CD-ROM, and web-based training.
  • A complete library of product literature and a table top sales aid.
  • Pre and post tests, delivering progress and management reports.
  • Maintenance of an 800 number help-line for individual questions.
  • A reward and recognition program: participants accumulate points for merchandise awards and earn recognition medallions for the completion of each module.