Jargon
What can we say instead of "I am looking at your SalesForce"
I am looking at your profile
What is something you can say instead of "I don't work at the store"
I am at the Customer Experience Center, but I can help the same!
What can we say at the end of every call to ensure appreciation?
I appreciate the time!
I appreciate your business!
Thank you for choosing CarMax!
How many indicators does CallMiner score?
8
What is something you can say to avoid dead air?
Answers may vary
What can we say instead of "VSA"
Finance Application
What is something we can say at the beginning of every call to ensure ownership?
It is my role to guide you!
You see your customer has completed a pre-qualification, what can we say to show appreciation?
Thank you for taking the time to complete pre-approval
How many seconds of silence are allowed before you are dinged?
15
When is the best time to summarize for your customer?
After asking discovery and situation questions
"To summarize, you would like a 2020 Red Jeep...."
What can we say instead of "stips" ?
Required paperwork
What can you say to indicate ownership if your customer says "I would like to transfer this vehicle"
-I can help with that
-I am here to help!
-I can take care of that!
-I am happy to help!
Your customer says "I bought my last car from CarMax" what can we say to show appreciation?
Thank you for your loyalty!
Thank you for coming back again!
If your customer says "Hello, anyone there?" what does this impact?
Customer Understanding
Do holds count as silence?
What can we say instead of "push your transfer through"?
complete your transfer process
What can you say if your cx indicates they are interested in financing
I recommend we complete a finance application! This way you can save time in the store and know exactly what required paperwork to bring to your appointment!
Your cx says "I have never shopped here, I am not sure how it works" what can you say?
Welcome to the CarMax family!
after you answer a question, what is something you can say to ensure you are clarifying and summarizing?
Did I answer your question?
If your cx says "I am getting a bigger vehicle bc I am going to have a baby!" How can you respond to ensure positivity?
Congrats!
What can we say instead of "Build your order"
Prepare your purchase
What can we say instead of "I don't handle that"
I am happy to connect you with someone who can assist!
How can you show appreciation while co-shopping?
Your cx states "My monthly budget is $400 a month"
Thank you for sharing that information
DAILY DOUBLE!!!
Customer Understanding is defined by what 3 components?
Auditory, Contextual and Speech
DAILY DOUBLE!!!!
If the store makes a mistake, what is something you can say and something you should not say to impact positivity?
Do say: I am sorry about that, I'll be happy to look into this situation.
Do not say: that is the store's fault