Customer Care Caper
What's the first thing you do when a customer walks into a Honda dealership?
What's the first step in helping a customer with a concern or complaint?
Listen actively to the customer's concerns or complaints.
What's the "broken record" technique?
Repeating your message calmly and assertively despite the customer's objections.
What's the difference between satisfaction and loyalty?
Satisfied customers are happy with their purchase, while loyal customers are committed to the brand and continue to do business with the company.
What's Honda's customer satisfaction philosophy?
Honda strives to exceed customer expectations and build long-lasting relationships.
Name two things that show a customer is interested in a car.
Asking questions about the car, sitting in the driver's seat, or taking a test drive.
What's important when understanding a customer's budget?
Asking specific questions about their financial situation and preferences.
When should you talk to a manager about a customer's problem?
When the issue is beyond your scope of authority or when the customer is becoming increasingly agitated.
How can you know if a customer is happy?
Pay attention to their body language, tone of voice, and feedback.
What's the role of a Honda sales executive relating to customer satisfaction?
+ Providing excellent customer service throughout the entire sales process, including handling customer concerns and complaints.
+Providing personalized service, addressing customer needs, and building trust.
What's the most important thing in selling cars?
Customer probing and presenting the benefits of a product
What's the difference between a concern and a complaint?
A concern is seeking information or clarification while a complaint is expressing dissatisfaction.
How can you stay calm when a customer is negotiating?
Take deep breaths, maintain eye contact, and use a calm and even tone of voice.
Define "extra mile service"
Going above and beyond to exceed customer expectations.
What's a common concern or criteria among customers considering buying a Honda?
DQR, driving performance, fuel efficiency, or safety features.
What's the difference between a feature and a benefit?
A feature is a specific characteristic of a product, while a benefit shows how a product addresses the explicit needs of the buyer.
How can you compare different Honda models for a customer?
Use a brochure or highlight key differences between the models on display.
What's the best way to apologize to a customer?
Be sincere and specific about the mistake, and offer a solution to make things right.
How can you use customer feedback to improve?
Analyze feedback to identify areas for improvement and implement changes.
How can our Honda financing help customers?
Offering flexible financing options to make car ownership more affordable.
How can you ask a customer about their needs and preferences?
Use open-ended questions like, "What are you looking for in a car?" or "How do you intend to use the car?"
What should you do after a customer buys a car?
Thank the customer for their purchase and provide them instructions about the LTO memorandum, PMS schedule and permanent car plate release.
How can you turn a hesitant customer into a buyer?
Highlight the benefits of the car, address their concerns, and offer incentives or promotions.
What's the most important thing you can do for a customer after the sale?
Provide excellent after-sales service and support.
Why should a customer buy from ACMobility Honda?
1. Leading (33 years of excellent service)
2. Exclusive (Extended Warranty)
3. Sustainability (Gift of Tree)
4. Outstanding (Best in Customer Satisfaction)