Car Dealership Secret Shopper Job Description [Updated for 2025]

In today’s competitive automotive industry, the spotlight on car dealership secret shoppers has never been more intense.

As customer service standards soar, and with the evolving landscape of car sales, the demand for skilled eyes who can assess, evaluate, and enhance dealership performance heightens.

But let’s delve deeper: What’s truly expected from a car dealership secret shopper?

Whether you are:

• A job seeker trying to decode the essence of this role,
• A hiring manager designing the perfect candidate profile,
• Or simply intrigued by the intricate dynamics of automotive sales,

You’ve landed on the right page.

Today, we present a customizable car dealership secret shopper job description template, designed for easy posting on job boards or career sites.

Let’s drive right into it.

Car Dealership Secret Shopper Duties and Responsibilities

Car Dealership Secret Shoppers are engaged by dealerships to evaluate their sales personnel and customer service experience.

They operate undercover and are primarily responsible for posing as potential customers to assess and improve the quality of service provided.

Their duties and responsibilities include:

• Visiting car dealerships incognito and pose as a potential customer
• Assessing the performance and customer service skills of sales personnel
• Gathering specific information about the dealership’s car selection, pricing, and financing options
• Evaluating the cleanliness and organization of the dealership, including the showroom and restrooms
• Documenting the buying process, including how long it takes and the steps involved
• Recording the quality of the test-driving experience
• Reporting findings to the dealership’s management, including areas of strength and areas needing improvement
• Writing detailed reports about the shopping experience and providing recommendations for improving customer service

 

Car Dealership Secret Shopper Job Description Template

Job Brief

We are looking for a detailed-oriented Car Dealership Secret Shopper to evaluate and assess our dealership from a customer’s point of view.

The Secret Shopper will be responsible for visiting the dealership, interacting with the sales team, evaluating the customer service, cleanliness, and overall experience.

The information gathered will be used to improve our services and customer satisfaction.

Our ideal candidate has a keen eye for detail, excellent communication skills, and a customer-centric attitude.

Prior experience in customer service or a related field is a plus.

 

Responsibilities

• Visit the car dealership and act like a regular customer
• Evaluate and document the quality of customer service, product availability, and dealership cleanliness
• Interact with sales personnel to gain insight into their knowledge and customer service skills
• Provide detailed and objective reports on each visit
• Assess the efficiency of service delivery and customer satisfaction
• Provide recommendations for improvement based on observations
• Participate in training and meetings as required

 

Qualifications

• Prior experience as a secret shopper is an advantage, but not necessary
• Excellent communication and observational skills
• Strong detail orientation
• Ability to follow instructions and guidelines
• High school diploma or equivalent
• Reliable transportation to visit dealership locations

 

Benefits

• Flexible working hours
• Paid travel expenses
• Training and development opportunities

 

Additional Information

• Job Title: Car Dealership Secret Shopper
• Work Environment: Field work, primarily at dealership locations.
• Reporting Structure: Reports to the Quality Assurance Manager or Customer Service Manager.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $15 to $25 per hour
• Location: [City, State] (specify the location or indicate if travel is required)
• Employment Type: Part-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a brief explanation of why you would be a good fit for this role to [email address or application portal].

 

What Does a Car Dealership Secret Shopper Do?

A Car Dealership Secret Shopper, also known as a Mystery Shopper, is hired by a car dealership or a third-party company to act like a regular customer and evaluate the dealership’s customer service quality and overall performance.

The secret shopper will typically visit the dealership and interact with the sales and service staff, test drive cars, inquire about various vehicle models, and assess the cleanliness and organization of the showroom and other facilities.

They may also evaluate the dealership’s financing options, sales tactics, and adherence to company policies.

Following their visit, the secret shopper is responsible for providing detailed feedback and comprehensive reports on their experience, including staff interaction, the information provided by the sales team, and any areas that may need improvement.

The Car Dealership Secret Shopper’s role is crucial for dealerships to identify gaps in their service and make necessary changes to enhance customer satisfaction and loyalty.

 

Car Dealership Secret Shopper Qualifications and Skills

A qualified Car Dealership Secret Shopper should possess a unique set of skills and qualifications, such as:

• Excellent observational skills to accurately assess the dealership’s customer service, cleanliness, and adherence to company policies.
• Strong communication and report-writing skills to effectively convey their experiences and feedback to management.
• High attention to detail and accuracy to spot any inconsistencies in the dealership’s service or offerings.
• Good memory and note-taking abilities to remember and document every aspect of their shopping experience.
• Interpersonal skills to interact convincingly as a genuine customer, asking questions and expressing interest in car models.
• Ability to act and think like a regular customer to provide unbiased evaluations of the service received.
• Basic knowledge about cars and dealership operations to convincingly play the role and better evaluate the service.
• Excellent time management skills to complete the assignment within the given deadline.
• Integrity and discretion, to maintain the confidentiality of their role and the information they gather.

 

Car Dealership Secret Shopper Experience Requirements

Car Dealership Secret Shoppers generally need to have some experience in customer service, sales, or a related field.

They must be comfortable with engaging in a sales environment and be able to effectively communicate their experiences and observations.

Entry-level secret shoppers may have less than a year of experience, often gained through part-time roles or internships in retail or customer service jobs.

These individuals can also gain experience through other roles such as a customer service representative, retail sales associate, or other customer-facing roles.

Candidates with 1 to 2 years of experience often have developed their skills in understanding customer service practices and have experience in evaluating service quality.

They may also have a background in mystery shopping in different retail environments.

Those with more than 3 years of experience usually have a deep understanding of sales tactics, customer relations, and service evaluation.

They may also have experience in various types of retail environments, ranging from high-end luxury stores to more mainstream department stores.

These experienced secret shoppers can often provide more detailed and accurate assessments of a dealership’s sales tactics and customer service quality.

As this role involves covert evaluation, any previous experience in roles requiring discretion, keen observation, and report writing will be highly beneficial.

 

Car Dealership Secret Shopper Education and Training Requirements

Car Dealership Secret Shoppers typically require a high school diploma or equivalent.

While no specific degree is required, coursework or experience in marketing, business, or a related field can be beneficial.

Being a successful secret shopper requires a keen eye for detail, excellent observational skills, and the ability to accurately report and communicate experiences in a clear, concise manner.

Thus, training in communication and observation techniques can be beneficial.

In addition to these skills, a secret shopper should have a basic understanding of the car dealership industry.

This includes knowledge about various car makes and models, dealership processes, and the overall car buying experience.

Secret shoppers may also find it helpful to undergo some training or certification programs offered by various mystery shopping providers and associations.

These programs educate on the standards, ethics, and methods used in secret shopping and might provide an added advantage in this field.

Secret shoppers should also be familiar with local consumer rights laws and dealership regulations to better assess the legality and ethics of the practices they are reviewing.

There is no formal licensing procedure for car dealership secret shoppers, but a clean driving record and a valid driver’s license are necessary as the role may involve test drives and visits to multiple dealership locations.

 

Car Dealership Secret Shopper Salary Expectations

A Car Dealership Secret Shopper, on average, can expect to earn around $45,000 (USD) per year.

However, the salary can greatly vary based on factors such as the geographical location, the frequency of assignments, and the level of experience of the shopper.

Additionally, some secret shoppers are paid per assignment, rather than on a yearly salary, which can also impact earnings.

 

Car Dealership Secret Shopper Job Description FAQs

What skills does a Car Dealership Secret Shopper need?

Car Dealership Secret Shoppers should have excellent observation and note-taking skills.

They must be able to provide unbiased, detailed feedback to the dealership management.

They should also possess great communication skills, as they will need to interact with salespeople and other staff during their visits.

Secret Shoppers should also be good actors to blend in and not raise suspicion about their real purpose.

 

Do Car Dealership Secret Shoppers need a degree?

No, a degree is not necessary for Car Dealership Secret Shoppers.

However, a background or understanding of the auto industry could be beneficial.

Training is usually provided by the company hiring the secret shopper on what to look for and how to assess the dealership’s customer service.

 

What should you look for in a Car Dealership Secret Shopper resume?

On a Car Dealership Secret Shopper resume, look for previous experience in the automotive industry or in a customer service role.

Strong written communication skills are important as Secret Shoppers will need to provide detailed written reports after their visits.

Any demonstrated experience in acting or role-playing could also be beneficial for this role.

 

What qualities make a good Car Dealership Secret Shopper?

A good Car Dealership Secret Shopper is professional, reliable, and impartial.

They must pay attention to detail to accurately assess the quality of service and salesmanship at the dealership.

It’s also important that they are punctual and can stick to deadlines, as reports need to be submitted promptly after visits.

 

How often does a Car Dealership Secret Shopper need to visit the dealership?

The frequency of visits by a Car Dealership Secret Shopper can vary based on the needs of the dealership.

Some may require weekly visits, while others may only require monthly visits.

This would be specified by the company hiring the secret shopper.

 

Conclusion

And there you have it.

Today, we’ve lifted the hood on the intricate world of being a car dealership secret shopper.

Surprised?

It’s not just about test driving cars.

It’s about shaping the future of customer service, one dealership visit at a time.

With our handy car dealership secret shopper job description template and real-world examples, you’re primed and ready to rev up your career.

But why hit the brakes now?

Accelerate your career journey with our job description generator. It’s your fast lane to precision-crafted job listings or polishing your resume to showroom shine.

Remember:

Every customer interaction is a crucial gear in the machine of exceptional service.

Let’s drive that future. Together.

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