Attendance
3 Minutes
40%
What is the inbound appointment ratio target?
Practice active listening rather than passive listening. Active listening means concentrating on everything the customer is saying so you have a clear understanding of why they’re upset. Passive listening means only absorbing part of the message, and not paying full attention to the emotions behind their communication.
What is listening?
Promise of repairs of sold vehicle
What is a Due Bill?
DIY – Do it yourself customers.
When do we transfer customers to parts department?
No Call / No Show
What is missing work without notice?
5 Appointments
What is the Outbound appointment per day target?
Apologize for the problem they’re having. Acknowledging the mistake and letting the customer know you’re really sorry will go a long way. Be thorough in your apology.
What is apologizing?
Basic services scanned into SharePoint. Parts scanned in Due bills after parts are available.
Where can I find a copy of a Due Bill?
Gathering prices on quotes, checking recall part availability, general parts availability.
When do we reach out to parts department?
Absence / 1 Point
10%
What is the Outbound Appointment Ratio target?
Empathy helps guide your response and reaction to an angry customer. Empathy doesn’t necessarily mean agreeing with the customer. It means you truly understand how they feel
Knowledge Drive
Last 8 of vehicle vin., part name and/or description.
When do we reach out to parts department?
Business Critical / 2 Points
What are weekend and blackout dates considered?
100
What is the daily call minimum?
Don’t let frustration get the better of you. When dealing with an angry customer, you may be tempted to match their tone of voice. Avoid this at all costs, as it will only make the situation worse.
What is maintaining a calm tone?
We escalate to Manager / Supervisor and we follow up with sales Manager for approval. All items come at a cost, and we need approval.
Status Checks, Quotes and Recommended Services.
When to reach out to an Advisor?
How many points lead to corrective action?
88%
What is the show ratio target?
There’s power in a name. Using the customer’s name puts a face to the person you’re talking to. It helps instill a strong level of personalization in the interaction. This is much more effective when dealing with an angry customers than addressing a nameless entity who could be anyone.
Why use a customers name ?
We reach out to customer and schedule appointment.
What to do once parts have arrived or vendor is available to complete due bill service?
advisor@normreevesford.com
Where to I send customer messages if advisors are not answering the phone?