City Auto Customer Serivcde Case Study

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Case Study: City Automobiles – Lifting Customer Service Standards Through Expert Sales Training and Sales Coaching

Client: City Automobiles
Location: Burnley Street, Richmond, Melbourne, Victoria
Head of Operations: Carl Cracium
Focus Areas: Used Cars, Prestige Vehicles, Standard Cars

Overview

City Automobiles is a well-established dealership located in the automotive precinct of Burnley Street, Richmond, Melbourne, offering a wide range of used cars, prestige vehicles, and everyday models. With a growing customer base and increasing expectations around service, Head of Operations Carl Cracium recognised the need to invest in the professional development of the customer service team.

To support this goal, Carl brought in expert Sales Coach Raimond Volpe from Dynamo Selling to deliver a hands-on Sales Training program that would bring structure, confidence, and consistency to every customer interaction across all departments.

The Challenge

While City Automobiles had an experienced team, several challenges needed to be addressed to reach the next level of service excellence:

  • Inconsistent communication across customer interactions, especially between phone and in-person enquiries
  • Difficulty adjusting tone and delivery between standard and prestige customers
  • Low confidence in objection handling and value articulation
  • Lack of a structured process for enquiry management and follow-up
  • Missed upselling opportunities and customer engagement gaps

Carl understood that to remain competitive and deliver a truly premium experience, the team needed more than product knowledge – they needed structured Sales Training and the guidance of a trusted Sales Coach.

The Solution: Sales Coach-Led Training With Lasting Impact

Dynamo Selling, led by Sales Coach Raimond Volpe, delivered a tailored training program that focused on improving communication, elevating the customer journey, and strengthening team confidence.

Key components of the Sales Training program included:

  • Live, scenario-based workshops: Real-world sales and service scenarios were used to sharpen messaging, tone, and conversation flow
  • Roleplay tailored to customer type: Team members practised serving both value-driven used car customers and high-expectation prestige vehicle buyers
  • One-on-one Sales Coaching: Raimond delivered individual coaching sessions, helping each team member develop confidence, structure, and adaptability
  • Customer journey mapping: The team built a step-by-step process to deliver a seamless and premium experience from enquiry to follow-up

This comprehensive approach helped the team build a consistent, confident voice across all customer touchpoints.

The Results

The outcomes were immediate and noticeable:

  • Improved team confidence in both sales and service conversations
  • Greater consistency in messaging across phone and in-person engagements
  • Positive customer feedback, especially from high-end clients
  • More effective follow-ups and better conversion opportunities
  • A shift from reactive service to proactive customer engagement

Customers reported feeling more valued and informed, and staff reported feeling more capable and supported.

Conclusion

By investing in expert Sales Training and working with a professional Sales Coach, City Automobiles has lifted the standard of its customer service team across used cars, prestige vehicles, and general enquiries. The dealership now benefits from a more consistent, confident, and customer-focused team culture.

This case study highlights the transformative power of Sales Coaching in the automotive industry – not just in closing more deals, but in building trust, long-term loyalty, and brand excellence.

To elevate your dealership’s performance and customer service, contact Dynamo Selling and book your Sales Training with Sales Coach Raimond Volpe today.