Case Studies

Case Studies

When Performance is Everything

Taylor Wimpey Case Study

Taylor Wimpey

The UK’s largest house builder, Taylor Wimpey, chose Douglas Stafford as their Mystery Shopping partner in January 2008. The requirement was to assess and develop the skills of the Sales Negotiators in their UK New Homes Network. Our infrastructure and experience were key factors in our appointment.

This was an extremely successful, complex campaign for 500 outlets in the UK, incorporating telephone and video Mystery Shopping as well as a stand-alone brochure request programme. The complex process of collation, reports and analysis was always completed on time and there were very few problems when considering the logistics of the campaign. It was received very well by all sales managers, there was no challenging of results.

Kevin Belsham
Sales & Marketing Director

Taylor Wimpey had confidence in our ability to manage a large scale project to the highest standards and keep to their required time schedules. Providing an efficient platform to feedback results to their management teams was another important element in our favour.

Creating the drive to sell

To gain maximum value from the Mystery Shopping results, we also put together a Performance Coaching Programme. This enabled Sales Directors and Managers to drive their teams’ performance. In today’s tough times, Sales Negotiators need to sell, not simply take orders. Douglas Stafford’s Mystery Shopping programme identified under-performing negotiators who could then benefit from the Coaching Programme and perform to their full potential.

Now in its second year, the programme continues to add an invaluable insight into the Network’s overall performance and the customer handling skills and processes of the Taylor Wimpey sales team.