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

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

4. 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

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

6. 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.

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

13. 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

14. 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

15. Did You Know

16. Did You Know?

17. Did You Also Know?

19. 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

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