View
0
Download
0
Category
Preview:
Citation preview
Three Questions Top Performers Ask to Increase Sales
With Jim FacenteBrought to you by SATISFYD
What We Do…
SATISFYD is a Customer Experience improvement company with performance assessment solutions, best practice alignment tools, analytics, coaching and training
• Voice of the Customer (VoC)• Voice of the Employee (VoE)• Mystery Shop• Dealer Website Assessment• Best Practice Self-Assessment• CX Coach• Alignment with Professional Development
Resources
www.css12.com1-800-539-1075 3CONFIDENTIAL | © 2013 All Rights Reserved
Three Questions Top Performers
Ask to Increase Sales
Customer Experience Program
www.css12.com1-800-539-1075 4CONFIDENTIAL | © 2013 All Rights Reserved
Asking These Questions 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
Agenda
www.css12.com1-800-539-1075 5CONFIDENTIAL | © 2013 All Rights Reserved
Called, Recorded and Evaluated 2,500+ Parts and Service Employees
www.css12.com1-800-539-1075 6CONFIDENTIAL | © 2013 All Rights Reserved
The Secret of Top Performers
• TOP performers don’t focus on selling the customer… they focus on:
• solving the customer’s problem
• providing an exceptional customer experience
www.css12.com1-800-539-1075 7CONFIDENTIAL | © 2013 All Rights Reserved
Did You Know?
www.css12.com1-800-539-1075 8CONFIDENTIAL | © 2013 All Rights Reserved
• Not just meeting a customer’s expectations but exceedingthem
• Customers don’t remember
• How much you know
• What you say
• What you do
• They remember
• HOW YOU MADE THEM FEEL!
Great Customer Experience
www.css12.com1-800-539-1075 9CONFIDENTIAL | © 2013 All Rights Reserved
Not up-selling but
helping the
customer solve
other problems
Expanded Problem Solving
www.css12.com1-800-539-1075 10CONFIDENTIAL | © 2013 All Rights Reserved
Are there any
other parts
you need?
Offering Additional Parts
www.css12.com1-800-539-1075 11CONFIDENTIAL | © 2013 All Rights Reserved
• Before looking up the part
• Keeps from having to go back
• Shows you are trying to help
When to Offer
www.css12.com1-800-539-1075 12CONFIDENTIAL | © 2013 All Rights Reserved
• Besides these parts are there any other parts you might need for the job?
• When most people change this part they also change…
• Would that be helpful?
How to Offer
www.css12.com1-800-539-1075 13CONFIDENTIAL | © 2013 All Rights Reserved
• Keeps customer from starting the job and finding additional parts are needed
• Keeps customer from thinking, why didn’t the parts person tell me I need these items
• Builds customer loyalty and sales
Why to Offer
www.css12.com1-800-539-1075 14CONFIDENTIAL | © 2013 All Rights Reserved
Offer items and
repairs other
than those
requested
Promotional and Other Items
www.css12.com1-800-539-1075 15CONFIDENTIAL | © 2013 All Rights Reserved
• Most people make the mistake of waiting until the end of the call
• Offer when you’re looking up the parts• Fills in the dead air
• Just a “by the way” comment
• Shows you are trying to help and not sell
• Use the power phrase “Would That Be Helpful”
When to Offer
www.css12.com1-800-539-1075 16CONFIDENTIAL | © 2013 All Rights Reserved
• Ask for the order!
• Ask for the order!
• Ask for the order!
Ask for the ORDER
www.css12.com1-800-539-1075 17CONFIDENTIAL | © 2013 All Rights Reserved
2,500+ people evaluated, what percentage
asked the customer for the order?
A. 0%
B. 16.2%
C. 54.3%
D. 85.8%
Correct Answer is B
Poll Question
www.css12.com1-800-539-1075 18CONFIDENTIAL | © 2013 All Rights Reserved
Ask to solve the customer’s problem by asking for the ORDER!
6 Ways to Ask for the Order
1. Did you plan on coming in and picking this up?
2. How would you like me to ship this to you?
3. Would you like me to go ahead and make this an order?
4. Would you like me to schedule someone to come out?
5. Would you like me to open a work order on this for you?
• What do you say if you don’t have the part in stock?
Top 5 Ways to Ask for the Order
www.css12.com1-800-539-1075 19CONFIDENTIAL | © 2013 All Rights Reserved
Did You Know
www.css12.com1-800-539-1075 20CONFIDENTIAL | © 2013 All Rights Reserved
Did You Know?
www.css12.com1-800-539-1075 21CONFIDENTIAL | © 2013 All Rights Reserved
Did You Know?
www.css12.com1-800-539-1075 22CONFIDENTIAL | © 2013 All Rights Reserved
Did You Know
23
• Create customer loyalty
• Reduce likelihood of switch to a competitor
• Make customers more forgiving
• Increase sales and profit
• Be viewed as a top professional
Takeaways
24
Call Me Anytime!
Jim Facente
1-800-539-1075 x25
I’m Available As A Resource To You!
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/!
Contact Jim directly by emailing: jim@css12.com
Recommended