Improvement Assessment

Improvement Assessment

The Modern Retail Improvement Assessment is a comprehensive, hands-on evaluation designed to elevate your dealership’s retail operations into a high performing, customer-centric powerhouse. Pinnacle Dealer Solutions will meticulously analyze key operational areas, gather essential performance metrics, and benchmark your dealership against current industry standards and emerging trends.

Post-assessment, you’ll receive a clear, actionable roadmap—highlighting strengths, spotlighting improvement opportunities, and offering tailored recommendations to boost operational effectiveness, enhance customer satisfaction, and drive sustainable growth.

Assessment Overview

7 Components • ~5 hours Total

1

Leadership Kickoff

30 min

2
(Optional)

Process Mapping

2 hrs

3

Data Collection

1 hrs

4

Live Observation

30 min

5

Assessment Report

30 min

6

Exit Meeting

30 mins

7

Follow-up Review

3 days

The Pinnacle Process: Assessment Agenda

1

Dealership Leadership Kickoff

30 min
•
GM/DP+ Department Managers

Focus Areas:

  • Review your current sales goals, CSI scores, and profitability targets
  • Identify your biggest headaches: slow turns, customer complaints, staff turnover
  • Pick the success scorecard (ROI, CSI, speed-to-lead, etc.)
  • Agree on what we’re measuring and why

Deliverable:
Tailored assessment plan focused on your dealership’s specific pain points and opportunities

Why it matters:
We nail *your* targets first so nothing feels bolted-on.

2
(Optional but Recommended)

Process Mapping with Executive Management Team

2 hours
•
Executive Management Team

Focus Areas:

  • Analyze operational processes, identifying efficiency gaps and friction points
  • Collaboratively brainstorm immediate quick wins and long-term solutions
  • Leverage executive insights to ensure buy-in and successful adoption of improvements

Deliverable:
Complete customer journey map showing exactly where deals are won and lost

Why it matters:
Deep dive into current dealership workflows

3

Dealership Performance Data Collection

1 hour
•
Department Managers

Focus Areas:

  • Capture key operational and performance metrics including sales processes, customer engagement scores, response times, inventory management, and digital retail integration
  • Review current utilization and effectiveness of retail technologies and tools
  • Analyze staffing levels, skill sets, and role alignment with modern retail objectives

Deliverable:
Complete performance dashboard comparing your metrics to top-performing dealerships

4

Live Showroom, BDC, and Service Observation

30 minutes
•
Sales Team, BDC Staff, Service Advisors, Customers

Focus Areas:

  • Hands-on review of current practices, procedures, and operational standards
  • Observe dealership staff interactions, workflows, and customer handling practices
  • Evaluate adherence to recognized best practices and industry benchmarks
  • Document critical operational strengths and immediate opportunities for improvement

Deliverable:
Real-time observations report with immediate fixes for customer experience improvements

5

Assemble & Complete Comprehensive Assessment Report

1 hour
•
Pinnacle Analysis Team

Focus Areas:

  • Consolidate observations, insights, and data findings into a cohesive, user-friendly report
  • Provide clear, prioritized recommendations for enhancing operations, efficiency, and customer experience
  • Develop an easy-to-follow action plan outlining immediate, mid-term, and long-term strategic initiatives tailored specifically to your dealership

Deliverable:
Executive summary with prioritized action items and projected profit impact

6

Exit Meeting & Preliminary Overview with GM or DP

30 minutes
•
GM/DP

Focus Areas:

  • Present high-level insights from the assessment
  • Highlight key opportunities, quick wins, and priority action items
  • Answer immediate questions and clarify next steps for maximum alignment

Deliverable:
Final implementation roadmap with clear ownership and deadlines

7

Schedule Post-Visit Dealership Assessment Review

3 business days post-visit
•
All Department Heads

Focus Areas:

  • Conduct a follow-up virtual session within 3 business days after the assessment
  • Thoroughly review and discuss the finalized assessment report and action plan
  • Outline clear next steps, accountability structures, and implementation timelines
  • Establish ongoing support mechanisms and future check-ins to ensure successful execution of recommended improvements

Deliverable:
Complete implementation playbook with training materials and support schedule