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Unit – 4: Customer sales care, Session 1: Customer service, , 2
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Content, Title, , Slide No., , Session Objective, , 4, , Introduction, , 5, , Important aspects of a customer, service, , Summary, , 6-10, , 11, , 3
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Session Objectives, 1. The, , student will be Able to explain important aspects, of customer service, , 2. Able, , to discuss Important duties of sales person in an, automobile dealerships/service centre., , 4
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Introduction, A company representative should attend the customer and, provide all the information. It can then be said that customer, service is in place. We can say that customer service is a series, of activities designed to enhance the level of customer, satisfaction – that is, the feeling that a product or service has met, , the customer expectation before, during and after a purchase., , 5
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Important aspects of a customer service, 1. Know your product – Know what products/service you, are offering. In other words, be an information expert. It is, okay to say ‘I don't know’, but it should always be followed, up by "but let me find out" or possibly "but my friend, knows!" Whatever the situation may be, make sure that, you don't leave your customer with an unanswered, question., 2. Body Language/Communication – Most of the, communication that we relay to others is done through our, body language. If we have a negative body language, when we interact with others it can show our lack of care., , 6
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Important aspects of a customer service, 3. Anticipate Guest Needs – Nothing surprises your, customer more than an employee going the extra mile to, help them. Always look for ways to serve your customer in, more ways than they expect. In doing so it helps them to, know that you care and it will leave them with the "Feel, Good Factor" that we are searching for., , 7
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Automobile Sales Person, The automobile sales person is a very important person in, the sale and marketing of a vehicle. It is expected that, •, Sells/leases and delivers a minimum number of, vehicle per month (target given by shop owner)., , •, Approaches, greets and offers assistance or, direction to any customer who enters the dealership., •, Assists customers in selecting a vehicle by asking, questions and listening carefully to their responses., •, Explains fully the product performance, application, and benefits., Conti.., , 8
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Automobile Sales Person, •, Follows dealership procedure to obtain proper, identification from customer prior to test drive., •, Utilizes dealership sales control and follow-up, system., , •, Exhibits high level of commitment to customer, satisfaction., •, Knows and understands the central, state and local, laws which govern retail automobile sales., •, Establishes personal income goals that are, consistent with dealership standards of productivity and, devises a strategy to meets those goals., , 9
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Automobile Sales Person, •, Maintains an owner follow-up system that, encourages repeat and referral business and contributes, to customer satisfaction., •, Maintains a prospect development system., •, Reviews and analyzes actions at the end of each, day, week, month, and year to determine how to better, utilize time and plans more effectively., •, Writes complete sales orders and processes, paperwork in accordance with established dealership, policies. •Attends sales meetings., •, Maintains a well groomed and professional, appearance, , 10
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Summary, In this session, you have learnt about Customer support is a, range of services provided to assist the customers in purchase, or maintenance of their vehicles. It includes assistance in, planning, installation, training, trouble shooting, maintenance,, upgrading, and disposal of a vehicle., , 11
