“We have seen increasing conversion rates from enquiry to appointment”



Talking to Shaun Gallagher, Training Director, Vertu Motors plc

What was the background surrounding you buying the equipment?   In other words, what was the business reason that caused you to look for this equipment?

As a professional motor retailer, effective phone and internet communication is essential to the success of our business in today’s market. We needed the right equipment that wouldn’t let us down and if it did fault would be sorted without fuss and with little disruption.

What is the target audience for the equipment?

The equipment is used to train our Dealership Receptionists, Sales and Service Executives as well as the managers of those colleagues. We also use the Phonecoach equipment with our internal Call centre agents and their training as well.

Did you explore any other solutions before buying PhoneCoach?


The Solution

What attracted you to the PhoneCoach system you have now?

The PhoneCoach system I had worked with in a previous role and found it easy to use, reliable and was adopted well by delegates on the courses.


How did you incorporate PhoneCoach on the programme?

The PhoneCoach equipment is used in all Inbound, Outbound call handling training and recently into our Digital Selling module.


What benefits has the equipment given

a)      you, the trainer?

Flexibility to use in various environments, not difficult to set up and has good back up on the rare occasion it is needed.

b)     the delegates?

A more modern approach and less alien equipment for the younger users

c)      the business?

We have been using the PhoneCoach equipment for a number of years now and have seen increasing conversion rates from enquiry to appointment. Plus, high and consistent pass marks from Mystery shop programs when testing colleagues’ skills of handling inbound phone enquiries.

Vertu Motors now have four x Alpha 12 kits that they use in their various centres around the UK.


For more information, a demonstration or to discuss how PhoneCoach might fit in with your training needs, call 01323 765111 or email



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