Five Characteristics that Make Top Performers Extraordinary President of Creative Sales Solutions Jim Facente Welcome to our webinar. We plan on providing educational opportunities on a regular basis. Our plan is to create focused webinars that address topics that concern our user community For example, people may ask for a webinar on best practices for creating closed loop feedback cycles when resolving customer complaints or how to increase customer participation in the improvement process.

*Harvard Business Review – The Truth About Customer Experience Revenue 10%-15%* Service Cost 10%-20%* Employee Engagement 20%-30%* *Harvard Business Review – The Truth About Customer Experience

Five Characteristics That Make Top Performers Extraordinary Customer Experience Training Five Characteristics That Make Top Performers Extraordinary

Agenda Easy - They make it easy to do business Knowledge – They know the Customer Immediacy –determine the customer’s urgency Product knowledge – They know their products and the services Focus – focus on providing an exceptional customer experience

Called, Recorded and Evaluated 2,500+ Parts and Service Employees

Did You Know? There is a clear distinction between the METHODS used by TOP performers and everyone else. All TOP performers focused on several major SECRETS I am here today to share three SECRETS with you

#1 Make it easy to do business Minimize the number of people involved Never make a customer call back… call them back Never assume customers know what you know If you don’t know, say “let me get back with you”   Never, never quote “policy”

#2 Know the Customer Know and use the customer’s name Know their equipment Know their likes and dislikes Know the customer’s knowledge level

#3 Immediacy Show urgency Ask if the equipment is down Ask good diagnostic questions If it can’t meet a deadline, let your customer know Correct mistakes before customers detect them Focus on solving the customer’s problem

#4 Product Knowledge Know their services and products Take all available training Creates confidence

#5 Provide Exceptional Customer Experience Total of all interactions between customers and your dealership and the emotions created at all touch points

Great Customer Experience For customer experience to be great, every interaction at every touch point must be exceptional Everyone must work to create a great customer experience Not just meeting a customer’s expectations but exceeding them

Benefits of a Customer Experience Program Almost every aspect of your dealership can be copied by a competitor Ability to consistently deliver a great customer experience creates a disruptive competitive advantage

Did You Know? 86% of customers will stop doing business with you because of bad service experiences 51% will only give you one chance – the scariest part is you will only hear from 4% of unhappy customers 80% of businesses believe they deliver superior customer service, only 8% of customers feel the same way 40% of customers say improved interaction with service employees is the key driver for spending more money with a dealership

Did You Also Know? When customers ranked their top reason for giving up on a company 73% cited not feeling appreciated Eight out of 10 customers said they would pay more to ensure a superior customer experience Loyal customers are worth up to 10 times as much as their first purchase It is 6 to 7 times more costly to acquire a new customer that keep an old one Note: Statistical information from research conducted by Oracle, Clicfox and the White House Office of Consumer Affairs.

Takeaways Easy – They make it easy to do business Knowledge – They know the customer Immediacy – Determine the customer’s urgency Product Knowledge – They know their products and services Focus – Provides an exceptional customer experience

I’m Available As A Resource To You! Call Me Anytime! Jim Facente 1-800-539-1075 x25

For more information or how to contact Jim visit: http://www.satisfyd.com/proven-experts/ Or contact direct by emailing: jim@css12.com Contact us at: CustomerSuccess@satisfyd.com To check out more about us visit our website at www.SATISFYD.com and take our Dealer Performance Assessment at http://www.satisfyd.com/resources/performance/!