CSI COMMANDO
A PERFECT CSI SCORE IS
1000
WHAT THREE THINGS DO YOU NEED TO ESTABLISH DURING THE WRITE-UP
- CUSTOMER CONCERN
- EXPECTATIONS/TIMELINE
- COMMUNICATION/NEXT STEPS
WHAT'S EASIER TO SELL
-A $500 REPAIR WITH NO EXPLANATION
-A $5000 REPAIR WHERE THE CUSTOMER UNDERSTANDS THE CONCERN, CAUSE, AND CORRECTION TO THEIR PROBLEM
B
CUSTOMER IN FRONT OF YOU, AND THE PHONE IS RINGING, WHO GETS YOUR ATTENTION
THE CUSTOMER IN FRONT OF YOU (KINDA)
ACKNOWLEDGE THE PHONE AND GET TO IT AS SOON AS POSSIBLE (THE CUSTOMER ON THE PHONE CAN'T SEE HOW BUSY YOU ARE), BUT DO NOT ABANDON THE PERSON AT YOUR DESK
A CUSTOMER STATES " EVERYTHING WAS GREAT, A SOLID 9/10 FOR YOUR WORK TODAY"
WHAT SHOULD YOU DO?
EXPLAIN THAT NISSAN CONSIDERS ANYTHING LESS THAN PERFECT A FAILING SCORE, AND POLITELY ASK WHAT YOU COULD HAVE DONE DIFFRENTLY TO GET A 10
A CUSTOMER SAYS, i'M JUST HERE FOR AN OIL CHANGE...
HOW DO YOU RESPOND
DON'T ARGUE OR IMMEDIATELY START SELLING. ACKNOWLEDGE THE REQUEST AND EXPLAIN THAT YOU'LL HAVE THE VEHICLE INSPECTED WHILE IT'S HERE SO THEY CAN BE MADE AWARE OF POSSIBLE NEEDS OR FUTURE ISSUES
A TECH RECOMMENDS A $1200 REPAIR, AND THE CUSTOMER SAYS "THAT'S TOO EXPENSIVE", WHAT'S THE WORST THING YOU CAN DO?
IMMEDIATELY OFFERING A DISCOUNT WITHOUT UNDERSTANDING THE OBJECTION
IT'S 2PM AND A CUSTOMER'S CAR WAS PROMISED AT 3, BUT THE TECH SAYS IT'S GONNA BE ANOTHER 2 HOURS. WHAT DO YOU DO?
CALL THE CUSTOMER IMMEDIATELY, SET A NEW EXPECTATION, HEAR ANY CONCERNS AND OFFER ANY NEEDED RESOLUTION
NAME 4 THINGS AN ADVISOR CAN PERSONALLY CONTROL THAT HAVE A DIRECT IMPACT ON CSI
- COMMUNICATION
- SETTING EXPECTATIONS
- UPDATES
-EXPLAINNG RECOMENDATIONS
-ACTIVE DELIVERY
- FOLLOW UP
-LISTANING
-MANAGING DELAYS
-ASK FOR THE SURVEY
A CUSTOMER DELINES A $900 SAFETY REPAIR. WHAT THREE THINGS SHOULD YOU DO BEFORE THEY LEAVE?
- EXPLAIN THE SAFETY CONCERN
-DOCUMENT THE DECLINE
- ESTABLISH AN OPPORTUNITY TO REVISIT THE REPAIR
A CUSTOMER DECLINED A REPAIR. EXPLAIN THE DIFFERENCE BETWEEN "OKAY, NO PROBLEM" AND "ABSOLUTELY, I'LL DOCUMENT IT FOR YOU. BEFORE YOU GO, CAN I ASK? WHAT IS KEEPING YOU FROM TAKING CARE OF IT TODAY
THE SECOND RESPONSE ATTEMPTS TO UNDERSTAND THE OBJECTION AND POTENTIALLY RECOVER THE SALE
DAILY DOUBLE: IT'S 4:15. YOU HAVE THREE WAITERS, , TWO CARS WAITING ON APPROVAL, 1 ANGRY CUSTOMER ON THE PHONE, AND 4 VEHICLES PROMISED BY 5, YOU CAN ONLY DEAL WITH ONE THING FIRST. WHICH DO YOU CHOOSE AND WHY?
JAMES JUDGE
YOUR CUSTOMER IS HAPPY WITH THE REPAIR BUT FURIOUS BECAUSE THEIR VEHICLE TOOK FOUR HOURS LONGER THAN EXPECTED. USING THE h.u.g. METHOD, WALK ME THROUGH THE CONVERSATION
HEAR THEIR CONCERN
SHOW THAT YOU UNDERSTAND THEIR EMOTION
PROVIDE AN EXPLANATION AND NEXT STEPS TO PREVENT THIS FROM HAPPENING AGAIN
CUSTOMER STATES, "DON'T CALL ME UNLESS IT'S ABSOLUTELY NECESSARY," AND THE TECH FINDS $1500 WORTH OF NEEDED WORK, WHAT DO YOU DO?
RESPECT THE CUSTOMER'S COMMUNICATION PREFERENCE, PROVIDE A CONCISE EXPLANATION OF THE IMPORTANCE, COST, AND OPTIONS
CUSTOMER STATES "I CAN GET IT CHEAPER AT MY BUDDIES' SHOP"
GIVE A RESPONSE THAT DOESN'T INVOLVE DISCOUNTING THE PRICE
ANY STRONG ANSWER THAT ACKNOWLEDGES THE PRICE CONCERN WHILE REINFORCING THE VALUE
A CUSTOMER INSISTS THEY KNOW WHAT NEEDS TO BE REPLACED AND WANTS A PART REPLACED AND REFUSES A DIAGNOSTIC. WHAT DO YOU DO?
EXPLAIN WE CAN INSTALL THE PART, BUT WE ARE UNABLE TO GUARANTEE A RESOLUTION, UNLESS WE'VE TAKEN THE TIME TO VERIFY THE ACTUAL PRIMARY FAILED PART USING OUR CERTIFIED FACTORY TECHNICIANS
A CUSTOMER GIVES YOU A PERFECT SCORE ON A SURVEY, AND THIS WAS THEIR COMMENT: "MY ADVISOR WAS GREAT, BUT I HAD NO IDEA WHAT WAS HAPPENING WITH MY CAR MOST OF THE DAY"
DO YOU HAVE A CSI PROBLEM?
YES! THE SCORE WAS PERFECT BUT THE COMMENTS SHOW THERE'S A WEEKNESS IN THE PROCESS
DURING THE WALK AROUND YOU NOTICE,
- TWO BALD TIRES
- STREAKING WIPERS
-BRAKE FLUID IS DARK
- THEY'RE TAKING A 1200 MILE ROAD TRIP NEXT WEEK.
WHAT'S YOUR BEST MOVE
USE THE INFORMATION GATHERED, PRIORITIZE THE SAFETY ITEMS, AND OFFER THE CUSTOMER OPTIONS
CUSTOMER SAYS THEY HAVE $2000 TO SPEND AND THE TECH RECOMMENDS $3700 IN WORK. HOW DO YOU PRESENT IT
PRIORITIZE
- NEED NOW
-NEEDS DONE SOON
- MAINTENANCE
WHEN GIVEN AUTONOMY AND CHOICE, THE CUSTOMER FEELS IN CONTROL AND WILL LIKELY SPEND MORE THAN PREVIOUSLY DESCUSSED
A CUSTOMER SAYS, FIX WHATEVER YOU NEED TO JUST KEEP IT UNDER $4000, DO YOU:
A. DO EVERYTHING YOU CAN WITHIN THE BUDGET
B. PRIORITIZE, EVEN IF IT MEANS NOT MAKING OUT THE BUDGET
C. DO AS MUCH AS YOU CAN EVEN OVER BUDGET BUT OFFER A COUPON AND CONVINCE THEM THAT THE FUW HUNDRED OVER IS ABSOLUTLY NEEDED
B. PRIORITIZE, EVEN IF IT MEANS NOT MAKING OUT THE BUDGET. THIS IS HOW YOU CREATE TRUST IN A WAY THAT HAS THE CUSTOMER UNWILLING TO DO BUSINESS ANYWHERE ELSE