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Most Important To Our Customers and Us
• Were we enthusiastic, friendly and helpful?• Did we listen to you and look after your individual needs?• Did we keep our promises during your purchase?• Did we show a genuine interest in you and your purchase?• Would you recommend us?
Customer Connection
Aftersales Experience
Customer Connection
Rapid RapportEstablish a positive relationship with every customer by being enthusiastic, friendly and helpful
Listen to UnderstandListen actively to look after individual needs
Speak to be Understood Speak effectively for a stronger, more understanding relationship
Session Learning Objectives Session Agenda
Key Learning Points
Practice Scenarios
Action Planning
Customer Connection
Show courtesy Make customers feel like a guest.
Create a warm and friendly environment.
Courteous behaviour:• Warm acknowledgement• Appropriate eye contact• Opening the door• Offering refreshments
Show interest through conversation
Friendly small talk is a quick and effective way to create rapport, and is one of the keys to customer loyalty.
Be enthusiastic, friendly and helpful.
Conversation topics: • Weather• The customer’s car• Topics from earlier conversations• Database information
Show respect Customers need to be assured that their business is valued, and their knowledge and expectations are taken seriously.
Take personal ownership of customers.
Respectful behaviour:• Use the customer's name• Respect customer's ideas• Never assume you know more• Avoid talking down to people
Rapid Rapport
Customer Connection
“I see you live on Amber Street.
That's a nice area.”
Warning: Be sensitive to non-verbal clues - such as appearing rushed, or short responses to your questions - that suggest your customer is not interested in casual conversation.
"Hello,Miss Philips."
"Thank you John.”
"I agree, Ms Tan."
"Welcome back Peter.”
Warning: Use a customer's first name if you’ve gained permission to do so. A surname is a formal and respectful way to start.
Using customers’ preferred names in conversation creates a sense of familiarity and respect
Customer’s Name:
"Are you still driving the
hatchback?”
"How have your brakes been
working since your service in January?"
Examples of Database Conversations
Customer Connection
Remain present and focused
Listen to the customer’s individual needs and show genuine interest.
Behaviours for focused listening:• Maintain eye contact• Lean forward, nod (where
appropriate)• Avoid distractions• Ask questions
Be sensitive to non-verbal messages
True feelings are communicated through a combination of words, voice tone and body language. Be sensitive to all three.
Non-verbal clues:• Watch facial expressions, hand
gestures, energy levels, eye contact• Listen for emotion, silences• Don’t over analyse
Don’t assume Your customer's needs or wants may surprise you.
Listen to their needs and ensure that every customer is delighted with the outcome.
Behaviours that encourage openness:• Postpone judgement, remain focused• Listen for intended message• Ask questions
Listen to Understand
Customer Connection
Non-verbal signs to watch for:
1. Signs of agitation or urgency
• Serious facial expression• Pacing• Fidgeting• Looking at watch
2. Signs of concern
• Worried facial expression• Long silences before talking
3. Signs of appreciation
• Friendly tone• Smiling face• Laughing and jovial conversation
Listen to Understand
Customer Connection
Check your understanding
What you think you heard may be different from your customer’s intended message.
Behaviours to help understanding:• Remain focused• Watch for non-verbal clues• Listen for emotion• Ask questions, paraphrase, echo
Signal that you are listening, understanding and showing genuine interest
Speakers appreciate those who listen to them.
Signals that you are listening:• Maintain eye contact, lean forward,
nod your head, smile• Ask questions• Say “Yes“, "I agree“, “Good point.”
Make notes Show that what the customer says is worth remembering.
Note making suggestions:• Use proper, clean paper• Note facts, note instructions• Draw diagrams
Listen to Understand
Customer Connection- Have I really understood?
"The engine began to rattle and
then it just stopped."
"So, your engine
was making a rattling sound just before it stopped."
"I need my car back by 2 p.m.."
"You need your car by 2 p.m.I understand."
"Did I understand correctly?"
"Did you mean . . .?”
Customer You
Customer You
Listen to Understand
A. Ask questions
B. Echo
C. Paraphrase
Repeat the message back using the same words.
Repeat the message back using different words.
Customer Connection
Communicate specific messages
Help the customer to be clear of what your message is.
Sending clear messages:• Limit number of ideas communicated• Avoid ‘filler’ words• Remain silent while thinking
Speak clearly Speak so your customer can understand easily.
Clear speaking:• Use simple words• Avoid mumbling• Slow pace (particularly for facts or
telephone conversation)
Adopt correct voice tone
Match your tone to your words for greater clarity.
Voice tone:• Adopt tone appropriate to the
circumstances and to the customer's expectations
Speak to be Understood
Customer Connection
Avoid jargon Use words you know your listener will understand.
Take care with:
Technical words
Words unique to your Dealership
Slang
Use positive, professional sounding language
Speak in a way that creates confidence that you can fulfil customer expectations.
Use your judgement to give the most appropriate and helpful advice to customers.
Positive, professional communication:• Think positively• Say what you can, not what you can’t• Choose words carefully• Remember your professional role
Don’t sound rushed
Appearing hurried creates tension and suggests a lack of organisation and professionalism.
Calm communication:• Treat each customer as a top priority• Focus attention• Appear calm, even in chaos
Speak to be Understood
Customer Connection
From negative to positive
Speak to be Understood
“We can't do it today.”
“We don't take that credit card.”
“Looks like another miserable day.”
"We have availability tomorrow.”
“We accept several methods of payment - Visa, American Express, and cash, of course”
“It's nice to be inside on a day like today”
Customer Connection
Rapid RapportEstablish a positive relationship with your customer
Show courtesyShow interest through conversationShow respect
Listen to UnderstandListen actively to facilitate better understanding with your customer
Remain present and focused
Be sensitive to non-verbal messages
Don’t assume
Check your understanding of the customer’s message
Signal that you are listening and understanding
Make notes
Speak to be Understood Speak effectively for a stronger, more understanding relationship
Communicate direct and specific messages
Speak clearly
Adopt correct voice tone
Avoid jargon
Use positive, professional sounding language Don’t sound rushed