The Customer Experience Want to learn how to “wow” every single customer every single time? This Undeniable Advantage Live Video Webcast teaches you and your team everything you need to know to provide your customers with the kind of experience that will keep them coming back. It’s not about the average “reactive customer service” that […]
Real Reputation Management There are 2 basic approaches to reputation management: (1) Keep doing what you’re doing and pay thousands to a reputation “repair” company so they can try to game the internet for the short term; or (2) Understand that you cannot be a rat bastard offline and a saint online, and begin to implement […]
Assumptive Selling: The Chapters Is Assumptive Selling really the complete guide to selling more vehicles for more money to today’s connected customers? Is it really the best car sales book written for today’s car salespeople? What will I learn when I drop fifty bucks on the best book written for today’s automotive sales professionals? I’m […]
The Perfect Appointment (PART 11) TRANSCRIPT: All right. Time for step four of the perfect appointment. That’s in store VIP treatment. That’s where we’re greeted and treated like a VIP by a manager, and if a manager can’t greet and treat them like a VIP right away, the turnover is immediate. That’s why we put […]
The Perfect Appointment (PART 10) TRANSCRIPT: Now before we hit the final step of the in store VIP treatment, let’s understand what’s supposed to transpire here in the mind of the prospect. Their experience with us in buying this car should be a wow experience for them. In fact, this final step in the perfect […]
The Perfect Appointment (PART 9) TRANSCRIPT: Steve, the deal jacket created an advance? Holy cow. We can’t do that. Yes, you can, because you’re going to close it 80% of the time if you’ll do it. It doesn’t have to be a real jacket. It could just be a manila folder, right? Right. With nothing […]
The Perfect Appointment (PART 8) TRANSCRIPT: Step three. This is pre-appointment preparation. This is where most dealers fall down. I don’t know why, because it requires work I guess. I don’t know? It’s a really simple process when done right. I’m going to show you a lot of ways that dealers are not doing this […]
The Perfect Appointment (PART 7) TRANSCRIPT: How about the appointment’s three weeks away. How do we confirm that? Wait a minute Steve, you said appointments for today or tomorrow only. Okay, here’s the scenario. You’re a Los Angeles dealer. You’re a Dodge dealer. Someone who’s called you from Fort Bragg, North Carolina because he is […]
The Perfect Appointment (PART 6) TRANSCRIPT: All right, that was step one. Let’s talk about step two of the perfect appointment. That’s appropriate appointment confirmation. Just like step one, our only goal is an appointment that shows. That’s the goal of the appointment confirmation. The key here though, is they need to know they have […]
The Perfect Appointment (PART 5) TRANSCRIPT: Are you noticing a trend here? Are you noticing a theme? We keep circling back to our goal. Our one goal. That’s an appointment that shows. This goes for all inbound calls, text messages, outbound calls, chats, any sort of two way. Messenger, whatever communication you’re doing that is […]
The Perfect Appointment (PART 4) TRANSCRIPT: I told you a minute ago, the reason that they call. There’s this great call review study out there that shows seven out of ten consumers call about availability. Seven out of ten of your sales calls are about product availability. Is it in stock? The others, price, financing, […]
The Perfect Appointment (PART 3) TRANSCRIPT: Okay, so the first goal of an appointment that shows was that that’s our only goal. The only goal once we get someone on the phone is one that shows. The second rule of strong appointment setting is to only set your appointments for today or tomorrow only. Your […]
The Perfect Appointment (PART 2) TRANSCRIPT: All right, let’s dive right in. There’s only two sections today. It’s going to go a little bit quicker than our normal, Undeniable Advantage video webcast because now we’re into the Perfect Appointment already. There are four steps to the Perfect Appointment. By the way, again, it’s called the […]
The Perfect Appointment (PART 1) TRANSCRIPT: Hi. This is Steve Stauning with another Steve Stauning Short and Sweet video training Lesson. Today’s lesson: The Perfect Appointment. Now, this eleven part series was originally recorded live as part of our Undeniable Advantage live video webcasts. To be sure you never miss a live video webcast, bookmark […]
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 […]
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