City Kia Customer Serivcde Case Study
Case Study: City Kia – Elevating Customer Experience Through Sales Coaching and Sales Training
Client: City Kia
Managing Director: John Pascoe
Background
City Kia is a leading automotive dealership based in Australia, known for its commitment to quality vehicles and reliable servicing. With an ambition to set the national benchmark for dealership excellence, Managing Director John Pascoe identified a vital area of growth – the customer experience.
To deliver on this goal, John partnered with renowned sales coaching expert Raimond Volpe to transform the way the City Kia customer service team communicated – both over the phone and in person. The vision was clear: to become Australia’s greatest dealership by delivering undeniable, unforgettable customer service.
This strategic investment in sales coaching and sales training was designed to uplift team performance, build customer trust, and position City Kia as the go-to name for both vehicle servicing and aftercare.
The Challenge
Although City Kia had a strong customer base and operational foundation, there were several key areas where improvement was essential:
- Inconsistent Phone Communication – Team members varied in how they answered calls, handled objections, and guided conversations.
- Variable Face-to-Face Interactions – Not all staff had the tools or confidence to connect effectively in person.
- Weak After-Sales Engagement – Follow-up interactions were often transactional, lacking warmth or value-add.
- Limited Confidence and Assertiveness – Staff members occasionally struggled with difficult conversations or sales opportunities.
- A Desire for a Premium Experience – John wanted every customer touchpoint to feel polished, professional, and personal.
The Solution: Sales Coaching & Sales Training
Raimond Volpe worked directly with John Pascoe to design and deliver a tailored program of sales coaching and sales training for the entire City Kia customer service team.
The program included:
- Interactive Sales Training Workshops – Practical training on tonality, language patterns, customer psychology, and building rapport.
- One-on-One Sales Coaching – Individual coaching sessions that focused on voice, confidence, delivery, and structure in both phone and face-to-face settings.
- Call Mastery Training – Developing the ability to handle inbound and outbound calls with professionalism, confidence, and control.
- Service Counter Roleplays – Practising real-life service centre scenarios to improve posture, tone, empathy, and objection handling.
- After-Sales Excellence – Building a process to re-engage customers after their service, increasing repeat bookings and customer loyalty.
- Team Mindset Development – Creating a shared sense of pride and ownership in delivering standout service.
Raimond’s proven Sales Domination methodology was the core foundation, blending real-world sales psychology with practical communication tools tailored specifically for the automotive sector.
Results
The results were nothing short of exceptional:
- Improved Customer Feedback: Customers began noting the professionalism, friendliness, and clarity of the service team.
- Increased Upsell Conversions: The team confidently introduced add-on services and extended packages, resulting in greater revenue per customer.
- Stronger Team Confidence: With consistent sales coaching, team members became more self-assured and proactive across all interactions.
- Cultural Shift Towards Excellence: The team’s attitude changed – from service reps to trusted advisors. Every interaction became an opportunity to create customer loyalty.
Managing Director John Pascoe’s Feedback
“Working with Raimond Volpe has been one of the best decisions we’ve made. The transformation in our service team has been incredible. The sales coaching and sales training gave our staff the tools, confidence, and mindset to deliver a five-star customer experience – every single day. It’s helped set City Kia apart in a very competitive market.”
Conclusion
Through targeted sales coaching and comprehensive sales training, City Kia has significantly enhanced the quality of its customer experience and positioned itself as a true market leader.
For dealerships looking to deliver industry-best service and maximise aftercare loyalty, investing in sales coaching is no longer optional – it’s essential.
To learn how sales coaching and sales training can transform your dealership team, get in touch with Raimond Volpe today.
