Three Secrets Top Performers Use to Build Instant Credibility with Customers 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 Three Secrets Top Performers Use to Build Instant Credibility with Customers 8:00 Start with magic genie, tell

Agenda How to ensure your job security How to make customers want to do business with just you Getting your boss and customers to fall in love with you!

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

Poll Question 2,500 people evaluated, what percentage built credibility with the customer 0% 11.2% 54.3% 85.8% Correct Answer is B

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

Getting the Most From the Program Do it your way Keep an open mind These are proven concepts Give the techniques a try

Credibility You are either building or losing credibility How you provide information How you answer questions How you deal with problems

Building Credibility Building trust Creating relationships Being viewed as a professional

Lose Credibility How you ask for information Being perceived as not interested Not solving the customer’s problem

Calls That Lose Credibility

Secret #1 Ask for detailed customer information and use the customer’s name

2,500+ Parts & Service Employees Evaluated

The Big Three Mistakes Not asking When they ask How they ask

Not Asking Dealers spend thousands of dollars a year to get people to come into or call your dealership.

Leaves the customer cold Need to establish rapport When They Ask Asking too soon Leaves the customer cold Need to establish rapport

How They Ask Who is this? Who am I talking to? Get name if cut off Must give customers a reason that benefits them

Using the Customer’s Name Builds instant credibility Personalizes the call Creates customer loyalty

Poll Question In a recent customer survey conducted the number one reason customers left a business was: Poor product quality Price Not feeling appreciated Previous bad experience Correct Answer - C

Ask if the equipment is down Secret #2 Ask if the equipment is down

Equipment Down Different dynamic for customer Shows concern about urgency Need to overnight part

2,500+ Parts & Service Employees Evaluated

Reassuring the customer you will solve their problem Secret #3 Reassuring the customer you will solve their problem

2,500+ Parts & Service Employees Evaluated

Want Customers Want Customers come to us with problems They want to know you’re: Interested Competent Will solve their problem

Reassuring Customers Let them know your understand the problem Show confidence in solving the problem Reduce their fears and concerns

Take-Aways How to ensure job security How to make customers want to do business with just you Getting your boss and customers to fall in love with you

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/!