1. 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.

2. *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

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

4. 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

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

6. 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

7. #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”

8. #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

9. #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

10. #4 Product Knowledge Know their services and products
Take all available training
Creates confidence

11. #5 Provide Exceptional Customer Experience
Total of all interactions between customers and your dealership and the emotions created at all touch points

12. 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

13. 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

14. 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

15. 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.

16. 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

17. I’m Available As A Resource To You!
Call Me Anytime!
Jim Facente
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