Dealership Assessment

Welcome to MRAA’s Dealership Assessment, created by MRAA’s Dealer Certification Program. Please rate your dealership on a scale of 1-10 on each of the following questions, with 1 being poor and 10 being excellent. Be honest, and please share why you responded the way you did. This will help MRAA’s Certification team determine which tools, templates and best practices would be most effective for you. After you complete the survey, we'll send you curated resources just for you! 

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* 1. Your dealership's name:

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* 2. Your dealership's location:

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* 3. Your current engagement with MRAA:

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* 4. Your name:

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* 5. Your job title:

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* 6. Your email address:

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* 7. Our dealership collects and analyzes customer feedback such as CSI surveys or Net Promoter Scores in both the sales and service departments AND actively uses what is learned to improve the way we run the dealership.

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* 8. Our dealership’s job descriptions have been developed with input from our employees and also have been distributed to all employees.

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* 9. Our dealership has published and distributed an employee handbook to all employees.

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* 10. Our dealership has established and maintains an employee dress code.

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* 11. Our dealership conducts management and employee performance evaluations annually, at a minimum.

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* 12. In order to measure employee engagement, our dealership conducts an annual employee satisfaction survey, shares the results with all employees and gathers insight and input for improvement opportunities across the dealership.

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* 13. Our dealership identifies and acts upon training needs for all employees, and our owners/managers attend at least 30 hours of leadership/management training annually.

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* 14. Our dealership actively produces activities and events that encourage prospects and customers to get on the water and enjoy the boating lifestyle, both before and after the sale.

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* 15. I would rate the overall appearance of our facility:

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* 16. Our dealership documents, shares, reviews and improves process maps for:

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* 17. Our team members are trained using the dealership’s process maps as a guide and training tool.

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* 18. Our dealership operates with a sound inventory management process that our management and sales teams adhere to.

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* 19. I would rate our team’s internet lead acquisition and response time:

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* 20. I would rate the overall appearance and functionality of our website:

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* 21. I would rate our dealership’s quality assurance process:

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* 22. Our dealership conducts quarterly management reviews with our managers.

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* 23. Our dealership engages in regular performance planning that includes review of financial and other metrics, forecasting, and strategic planning for the future.

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* 24. Our dealership’s F&I process is integrated into our sales process.

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* 25. Our dealership’s sales and service process maps mandate 100% follow-up with prospects and customers.

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* 26. We conduct competitive mystery shops for sales, service and parts online.

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* 27. We develop performance goals and establish target dates for reaching those goals.

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