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Page 1: 1 customer connection   jardine
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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?

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Customer Connection

Aftersales Experience

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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

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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

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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

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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

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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

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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

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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.

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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

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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

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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”

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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

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