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Lip Service       Selling From the Inside Out

 

LIP SERVICE
FIRST CLASS TELEPHONE SKILLS
AMI APPROVED
For Automotive Parts or Service Businesses

This hands-on experiential workshop is tailored specifically to either parts
or service businesses. Even though this outline appears similar the differences
are vast and relative to the different call loads each experiences in their
day-to-day customer contacts.

YOUR PEOPLE WILL LEARN HOW TO:

  • Secret shopper taped recorded calls to ten stores— Played back and evaluated at session
  • Identify attitudes that foster poor customer service
       a customer service survey (Parts)
  • Deliver a “knock your socks off” telephone greeting
  • Use their voice to paint a positive image
  • Maintain energy after the 300th call
  • Respond to long hold or queue times, 18 rings or coughing when answering
    the phone
  • Properly place a caller on hold and what to say when releasing the “held” caller
  • Understand the way auto repair shops sell time (Parts)
  • Ask for the sale
  • Improve their vocabulary with thirteen “phrases that pay” rather than offend
  • Realize that words like “I’m sorry”, “ma’am” and “I’ll have to” affect people negatively. (Service)
  • Voicemail effectiveness (Service) Replace “I’m away from my office or…”
  • Reduce dropped calls by 1/2 or more
       Capture the sale before you lose it (Parts)
  • Replace rude responses like “hang on”, “nope”, “yep”, “who’s next?” (Parts)
  • Call them by name—eliminating “buddy” and “partner” (Parts)
  • Identify words that improve customer rapport
  • Improve everyday statements such as “Do you mind” and “No Problem.”
  • Stay positive to guarantee success with customers and co-workers
  • Tons of tiny techniques that will WOW your customers
  • Follow up secret shopper calls by participants with a written report

  WHO SHOULD ATTEND:
Everyone in your organization who has contact with customers

SESSION LENGTH :
Three hour accredited AMI training course
Please add 15 minutes to session length for each break

ADDITIONAL SERVICE :
Two on-site secret shopper store visits with written report detailing 12 or more
areas of customer service and perception. This service is provided based on speaker arriving at destination with ample time and a car in order to provide such service.

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SELLING FROM THE INSIDE OUT
AMI APPROVED
For Automotive Parts or Service Businesses

This training helps us learn how to sell services and products based on customer personality styles. Participants will explore the four widely diverse personality
styles and come to understand what each style’s driving force is which will result
in improved customer retention and sales.

Participants will complete an electronic (on-line) profile or a Profile Preview (c) to get a whole new switched-on awareness of themselves and others. A DVD of the four personality styles speaking directly to the participants as to their needs and expectations plus a 45 minute humorous overview of the four styles enhances the learning.

YOUR PEOPLE WILL LEARN HOW TO:

  • Identify their own personality style
  • Identify ways in which their personality style complements or conflicts with other styles
  • Identify customer styles and how to better approach the customer based on their needs
  • Bridge temperaments of customers
  • Profile a customer who is easy to communicate with and understand why
  • Profile a customer who is difficult to communicate with and understand why
  • Listen for clues in identifying customer styles
  • Identify key motivators each personality style needs in order to buy from us
  • Understand the key fears of each personality style and what causes them
    not to buy
  • Communicate in a style different from their own
  • Develop competencies in a variety of selling situations
  • Develop long-term relationships that lead to repeat sales

PURPOSE/RESULT:
Help automotive service and parts professionals to be more confident in
their sales approach and to create trusting, collaborative and mutually
profitable customer relationships.

SESSION LENGTH :
Three to six hour accredited AMI training course
Please add 15 minutes to session length for each break

  WHO SHOULD ATTEND:
Those who desire to sell more, retain customers and reduce stress

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