Its the Mystery Shopper Program.
We did it when I was at MINI, a client calls firstly and they record the initial contact.
Then you go into the dealership and go through the process of buying a BMW or MINI. This is all video recorded.
They later play it back at the dealership, usually with the entire dealership present and a BMW employed service expert dude explains what you did wrong, what you did well and its basically a really awesome learning exercise.
Was great! :rollsmile: