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

4. 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!

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

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

7. 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

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

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

10. Building Credibility Building trust Creating relationships
Being viewed as a professional

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

12. Calls That Lose Credibility

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

14. 2,500+ Parts & Service Employees Evaluated

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

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

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

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

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

20. 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

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

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

23. 2,500+ Parts & Service Employees Evaluated

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

25. 2,500+ Parts & Service Employees Evaluated

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

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

28. 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

29. I’m Available As A Resource To You!
Call Me Anytime!
Jim Facente
x25

30. For more information or how to contact Jim
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