Three Mistakes to Avoid that Turn off Customers and Cost Sales President of Creative Sales Solutions Jim Facente

*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

Customer Experience Program Mistakes that Cost Dealerships Customers 8:00 Start with magic genie, tell

Agenda Avoiding these mistakes will: Create customer loyalty Reduce likelihood of switch to a competitor Make customers more forgiving Increase sales and profit Be viewed as a top professional

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

Did You Know? There are three common mistakes most parts and service employees make with customers. Most employees aren’t aware they make these mistakes. These mistakes take a heavy toll on a dealership’s bottom line.

Mistake #1 – Inflicting Too Many Minor Wounds 20 Things You Should NEVER Say 1. I don’t know Better – Let me find out 2. All sales are final Better – Let us know if you're not satisfied and we'll make it right 3. Calm down Better – I apologize

Mistake #1 – Inflicting Too Many Minor Wounds 4. Hold on a sec Better – May I place you on hold? 5. You’re wrong Better – Don’t say it 6. I’ve never seen this before 7. That’s not my department Better – I’ll be happy to transfer you to the correct dept. for help

Mistake #1 – Inflicting Too Many Minor Wounds 8 Did you see any? Better – Yes, we stock that. Let me check our inventory. 9. We’re about to close Better – We close at _ o’clock. Is there something I can help you with quickly? 10. It’s against our policy Better – NEVER say it

Mistake #1 – Inflicting Too Many Minor Wounds 11. It’s no big deal Better – Tell me more. 12. Don’t worry about it. Better – I’ll take care of it. 13. You Sound Just Like… Better – I understand. 14. You don’t seem to understand Better - I may not have explained this properly

Mistake #1 – Inflicting Too Many Minor Wounds 15. I can’t do that Better – What I can do is ___ 16. I don’t have it in stock Better – We’re out of stock but I can get it for you. Would it be helpful if I ordered it for you? 17. I’m new here Better – Never say you’re new

Mistake #1 – Inflicting Too Many Minor Wounds 18. It’s no big deal Better – Tell me more. 19. Don’t worry about it. Better – I’ll take care of it. 20. You don’t seem to understand Better - I may not have explained this properly

Mistake #2 – Failure to Take Responsibility for Mistakes Not admitting you’re wrong Not saying you’re sorry Blaming others Making lame excuses Blaming the customer Not preventing mistakes before they happen

Mistake #3 – Failure to Communicate When Things Go Bad Not immediately letting the customer know when a deadline cannot be met Not returning customers’ calls Not keeping the customer informed on backorders Not notifying customers when a service technician will be late

Did You Know

Did You Know?

Did You Also Know?

Takeaways Create customer loyalty Reduce likelihood of switch to a competitor Make customers more forgiving Increase sales and profit Be viewed as a top professional

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/!