Confidence Matters

Aftersales Experience

Confidence Matters

Professional AppearanceCustomers feel confident when you look credible and trustworthy

Professional Behaviour Present a confident, positive manner

Professional Understanding Demonstrate that you know your business

Session Learning Objectives Session Agenda

Key Learning Points

Practice Scenarios

Action Planning

Confidence Matters

Look like you mean business

Look and behave like a professional and customers will believe it.

• Dress as you want others to see you• Look pressed and tidy• Check your appearance throughout

the day• Distribute any business cards from a

proper holder

Always appear calm

Customers are more likely to trust a professional who appears composed and relaxed.

• Avoid showing stress, even in chaos• Take deep breaths to calm the nerves• Thoughtful silences suggest

intelligence

Exhibit efficiency

Customers appreciate professionals who exhibit organisational skills, clear thought and swift action.

• Anticipate customer needs • Know where things are• Keep frequently-used items in reach• Know the availability of services etc.• Prepare during slow periods

• Move quickly for time pressured

customers and to manage long queues

Professional Appearance

Confidence Matters

Avoid aggressive behaviour

Anger, hostility or intimidating behaviour undermines your perceived professionalism, and will lose you and your dealership business.

• Hide anger or frustration• Think before you speak• Maintain a calm voice tone• Avoid aggressive body language• Avoid aggressive facial expressions• Avoid insults and sarcasm

Avoid passive behaviour

Signs of weakness or lack of confidence undermines perceived professionalism.

Take on a positive leadership role with your customers.

• Maintain confident posture and body language

• Speak with authority • Do not fold under pressure• Keep your promises• Explain invoices clearly

Aim for assertive behaviour

Represent yourself and your dealership with confidence and authority, while keeping in mind the interests of the customer.

• Say what needs to be said, with care• Use diplomatic language• Keep in mind the long-term

consequences of your decisions and actions

Professional Behaviours

Confidence Matters

Aggressive

• Focused eye contact

• Forward leaning

• Clenched jaw

• Rolling eyes

• Table tapping

• Raised voice

• Clenched arms/fists

Passive

• Quiet voice

• Nervous laugh

• Lack of eye contact

• Fidgeting

Assertive

• Eye contact

• Neutral expression or smile

• Upright posture

• Relaxed arms

Non-verbal Signals

Examples of diplomatic / assertive language

“That’s a good point.”

“Let’s try to resolve this together.”

“I would like to hear your point

of view.”

“Let’s find a compromise.”

“I see what you mean.”

Professional Behaviours

Confidence Matters

Promote dealership expertise

Customers want to know that their dealership provides quality.

Demonstrate integrity and judgement

Promote:• Technicians’ training and experience• High quality products and parts• The benefits of EVHC• Refer to the ‘Brand’

Exhibit personal expertise

Customers want quality service and value for money. A perception of expertise adds value.

Use your judgement to give the most appropriate and helpful advice to customers.

• Clearly explain the diagnosis and/or the prescribed action

• Answer questions in a professional manner

• Reassure – “in my experience…”

Don't:

Appear arrogant

Disregard customer's knowledge or expectations

Explain future needs

Customers feel more confident when they can anticipate future needs.

• Review what has already been done

• Explain future needs - what needs to be done, why and when

• Explain potential needs – ‘nice to have’

Professional Understanding

Confidence Matters

Warning

Avoid technical jargon that your customer may not understand

Professional Understanding

Confidence MattersPromote Dealership Expertise

• An ideal time to promote Dealership expertise is at the point of ‘making the appointment’ or ‘vehicle reception’.

• Help your customer to carry on with their day confident that their car is in good hands

Explain the EVHC

• Explain the EVHC system

• Include in your explanation:

Spot safety related problems that may otherwise go unnoticed

Problems found early may prevent them becoming worse or more costly or inconvenient

Some items may be an MOT failure

The experience of your technicians (use the Brand)

Recommended by (Brand)

Confidence MattersPromote Dealership Expertise

• Another opportunity to promote Dealership expertise is at the point of ‘vehicle handover’ when explaining the invoice.

• A clear explanation can improve Customer satisfaction by emphasising the value in them using your services and reassuring them that they have received the best service.

Explain the invoice

• Include in your explanation:

The work completed and parts used

The experience of your technicians (use the Brand)

The quality of your parts (use the Brand)

Any ‘free of charge’ items (including the EVHC)

Confidence Matters

Professional AppearanceCustomers feel confident when you look credible and trustworthy

Look like you mean business

Always appear calm

Exhibit efficiency

Professional Behaviour Communicate in a confident, positive manner

Avoid aggressive behaviour

Avoid passive behaviour

Aim for assertive behaviour

Professional Understanding Demonstrate that you know your business

Promote dealership expertise

Exhibit personal expertise

Explain future needs