The grave state of the economy, a larger variety of brands and a larger number
of dealerships and service centres means that consumers have miles and miles
of providers to choose from - making the automotive industry tougher than it?s
ever been before.
It?s no secret that the service experience customers receive at your
dealership or workshop will have them either coming back for more or, on the
other hand, running out the door! Customer service is not a concept. It is a
culture that should be taken on by all staff, specifically those dealing with the
With that in mind, here are the top three things that can chase your customers
1. Don't sell hard
24 x 7 x 365 access to on-the-go to information via the internet and mobile
devices has made customers far more clued-up when they approach your
salesman's cubicle or your service advisor's desk than ever before. This means
youdon?t need to work so hard at selling. It?s far better to ease the sale rather
than press hard to close the deal. Sometimes it?s as easy as listening to the
customer and they?ll simply convince themselves as to WHY they want what they
Obviously there are commercial and personal financial reasons to upsell but
when a customer says "no thanks' swiftly move along.Being too insistent can
make you seem intimidating, or even more damaging, desperate! Accepting
their "no' as their "no' can serve to build a better and more trust-based
relationship with your customer so they?ll come back and be loyal to you for
2. Don?t argue
The customer is always right. Arguing is ineffective and can make you look
unprofessional in front of other customers and co-workers.
Concerns and complaints must be resolved quickly and easily. However, if
it?s not something that is easy to handle or you?re dealing with an unreasonable
demand or extremely rude customer, there are ways you can learn to skilfully
and courteously keep your cool and steer the discussion away from escalating
into an all-out fight.
If you hold off a squabble with the right words and the right tone of voice,
you will gain the respect of your customer, potential buyers as well as your
3. Don't over promise and under provide
According to Wikipedia, "a promise is a commitment by someone to do or not
do something. As a noun promise means a declaration assuring that one will or
will not do something. As a verb it means to commit oneself by a promise to do
or give.'That definition says a promise is as good as a vow. If you make
promises you can't keep - you break a vow and that?s sure to make any
customer fuming mad.
For example, if you tell a client upfront that a service might take some time
to carry out or might be problematic to arrange and the job takes less time than
promised or that the service can be done after all then you?ll be their champion.
Just like you, your customer would rather have a pleasant surprise than be
slapped with a negative one. There are many small, easy to implement things
you and your staff can do to keep your customer relationships positive - after
all, a happy customer is a repeat customer.
For more information on this course and other CBM Training facilitation,
please contact the CBM Training head-office on 011 454 5505.