How To Attract & Sell The Millennial Car Buyer (PART 6) TRANSCRIPT: This is where we’re talking about the sales and service, the marketing that you do and the things that you do pre-visit to attract the millennial buyer into your dealership. Now when we talk about today’s buyers, how do we get them to show […]
How To Attract & Sell The Millennial Car Buyer (PART 5) TRANSCRIPT: When we talk about information exchanges, you will lose all pre-visit information exchanges. Again, I’m not talking about don’t give information. I’m not saying be coy. In fact, transparency, pricing transparency, process transparency, that’s good for business today, it really is. It doesn’t mean […]
How To Attract & Sell The Millennial Car Buyer (PART 4) TRANSCRIPT: When we talk about communicating with today’s connected customer, there really are 4 tips I want to take you through. We’re going to go through all 4 in detail, so no need to write all this down now. Today’s connected customer, believe it or […]
How To Attract & Sell The Millennial Car Buyer (PART 3) TRANSCRIPT: Let’s talk about connecting today’s connected customer. What I want you to understand is please, don’t get hung up on popularity. Okay? All communication channels are valid because all communication channels are in play. That means email is in play. Right? That means phone […]
How To Attract & Sell The Millennial Car Buyer (PART 2) TRANSCRIPT: Why is adjusting for the connected customer so important? Why do we have to adjust for these people? “Steve, we’ve had the Internet around for a long time. In fact, heck, Autobytel’s been sending us leads since 1997. Haven’t we figured everything out by […]
How To Attract & Sell The Millennial Car Buyer (PART 1) TRANSCRIPT: Hi, this is Steve Stauning with another Steve Stauning Short and Sweet video training lesson. Today’s lesson: How to attract and sell the millennial buyer. Now, this 22-part series was originally recorded live in two separate Undeniable Advantage live video webcasts. Be sure […]
Today’s Lesson: They Have Just One Head & One Heart… Whether you’re the manager “correcting” your employees or a salesperson going in for the kill, everyone only has one head and one heart. If your long-term goals depend on them, you’d better hope you didn’t take off their head or rip out their heart already. TODAY’S […]
The Customer Experience: How To Wow Your Customers (PART 11) TRANSCRIPT: “Steve, I’m doing it. Steve, I’m doing it, I’m empowering the frontline.” Great. If you are like a lot of the call centers that I work with, you are rewarding the wrong metrics. See, you need to remove incentives that value speed over quality. It’s […]
The Customer Experience: How To Wow Your Customers (PART 10) TRANSCRIPT: Alright, part four, how to respond to issues when you fail or when your customer is unreasonable? See, it’s important to understand in an issue, if you have an issue it means you failed. Customer service issues happen only for two reasons. One, your customer […]
The Customer Experience: How To Wow Your Customers (PART 9) TRANSCRIPT: Alright, goal number five on these five simple lessons, our goal should be customers for life. Remember the slide from earlier, according to Bain & Company it costs six to seven times more to acquire a new customer than to retain an existing one. In […]
The Customer Experience: How To Wow Your Customers (PART 8) TRANSCRIPT: Alright, number four, we are going to manage expectations. Did you know that misaligned expectations are the number one cause of customer service issues? They really are. Misaligned expectations are where the customer expected this and you delivered this. You failed. What if the customer […]
The Customer Experience: How To Wow Your Customers (PART 7) TRANSCRIPT: Alright, simple lesson number three. Focus on convenience. Convenience is actually good customer service. You know how I know that? Because inconvenience equals bad customer service. If you are not sure what this means, think about this, think about Amazon or Zappos and their return […]
The Customer Experience: How To Wow Your Customers (PART 6) TRANSCRIPT: Number two on this list of easy simple things to do to create a great customer experience is always expect them, always expect customers. See, a customer visit is not an inconvenience and it should never be a surprise. Notice them immediately and acknowledge them […]
The Customer Experience: How To Wow Your Customers (PART 5) TRANSCRIPT: Let’s jump into part three, how to prevent customer service issues before they ever even happen? Preventing customer issues before they ever even happen, this is what great customer service is, and we are going to teach it to you with five simple lessons. We […]
The Customer Experience: How To Wow Your Customers (PART 4) TRANSCRIPT: Now customer service is a top-down proposition. You may have heard the expression before, crap rolls downhill. It does, it rolls downhill all the way to the customer. How you treat your frontline employees will dictate how they treat your customers. Let me give you […]
The Customer Experience: How To Wow Your Customers (PART 3) TRANSCRIPT: It’s quality plus attitude. Is there anything else that good customer service takes up? Yeah. See, good customer service is also about removing these things called hurdles and hassles. These are little things to us, but assume these littlest of things add up to huge […]
The Customer Experience: How To Wow Your Customers (PART 2) TRANSCRIPT: Let’s jump into part two, let’s talk about what is good customer service. What is good customer service? First, let’s talk about what it’s not. Good customer service is not staffing a large customer service department or answering customer complaints quickly. In fact, good customer […]
The Customer Experience: How To Wow Your Customers (PART 1) TRANSCRIPT: Hi, this is Steve Stauning with another Short and Sweet video lesson. Today’s lesson: Gaining the Undeniable Advantage. This is the one about the customer experience. How to WOW every single customer every single time. This was originally recorded live as part of our Undeniable […]
How To Gain & Maintain a 5-Star Online Reputation (PART 12) TRANSCRIPT: Alright. We’ve gone through the 8 steps. Don’t leave me now because we’re going to do some best or worst practices here, but I’m just going to review the 8 steps. The bottom line is that these reviews, this stuff online, social reviews, […]
How To Gain & Maintain a 5-Star Online Reputation (PART 11) TRANSCRIPT: Alright. We got our social media policy, we’ve written how we’re going after snipers and trolls and what we’re going to say, but what about online reviews? A single bad online review, unlike a social media rant, can hurt your revenue for years. […]
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