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NSSW

NISSAN SALES AND

SERVICE WAY

No. 1 Brand for Customer Quality by 2018

NSSW

Nissan Sales & Service Way

As a Nissan dealer, you will be aware of our global objective to become No. 1 Brand for Customer Quality by 2018. This will be no easy task as our competitors are also increasingly focused on the value of a customer-centric approach.

Nissan Sales and Service Way (NSSW) provides a framework which, when followed, ensures that every customer receives a consistently strong level of customer service, whether they are purchasing a new or used car, visiting your workshop or simply making an enquiry.

Since the last NSSW guide; issued in 2013, a number of changes have taken place, from the evolution of our model mix, to some new initiatives aimed at improving Customer Quality. These include:

• The ongoing roll-out of New Retail Environment (NRE), the new visual identity for Nissan showrooms

• The update to our Customer Promise, YOU+ NISSAN• Establishing the LEAF as a volume model within the Nissan range

This updated NSSW Guide reflects these changes, whilst maintaining the basic principles which have been tried and tested for over a decade.

Delivering services that meet or exceed customer requirements must be more than a daily operational focus, they should be a personal commitment and, above all, a mindset.

I am sure that I can count on your continued focus to deliver exceptional customer service and on your commitment to put NSSW principles at the heart of your dealership’s operations.

Thank you for your support.

David MurfittNetwork Development and Quality Director

NSSW


D1

(DELIVER RIGHT FIRST TIME)

F1

(FIX RIGHT FIRST TIME)

FORMHOW TO

ELECTRIC VEHICLES

YOU+ NISSAN

CUSTOMER PROMISE PLEDGES

NEW RETAIL ENVIRONMENT

NSSW


SALES PROCESS

The Sales Process is divided into 9 main steps:

3 QUALIFICATION

1 PROSPECTING

2 GREETING

4 PRODUCT

PRESENTATION

5 DEMONSTRATION

DRIVE6 NEGOTIATIONS

7 CLOSING

8 VEHICLE

DELIVERY

9 FOLLOW-UP

NSSW


EV SALES PROCESSThe areas highlighted show key differences in the process for EV:

NSSW


SERVICE PROCESS

The Service Process is divided into 10 main steps:

3 CONSULTING

1 APPOINTMENT

2 GREETING

4 JOB

ALLOCATION

5 DIAGNOSIS

6CUSTOMER

APPROVAL (for

additional work)

7 VEHICLE

SERVICE

9 VEHICLE

DELIVERY

10 FOLLOW-UP

8 QUALITY

CONTROL

NSSW


EV SERVICE PROCESS

The areas highlighted show key differences in the process for EV:

NSSW


To be brilliant, we must first ensure that we are brilliant at the basics. Often it isthe obvious and simple steps that give Customers the sales and serviceexperience they desire. By always keeping the basic Customer expectations inmind and by being brilliant at delivering them, we can build the foundations onwhich to achieve high levels of Customer satisfaction and therefore their intentionto recommend your dealership and Nissan to family and friends.

Being brilliant at the basics is therefore all about making simple steps commonpractice when dealing with every Customer, every time.

By fully implementing NSSW processes you will find you meet the basic Customerexpectations and you will also achieve higher levels of Customer Satisfaction. Thiswill ensure we make a real step change to our Customer Quality performance inorder to become the No.1 brand for Customer Quality by 2018.

NSSW


NEW RETAIL ENVIRONMENTImpact on Sales Process

IMPACTED PROCESSES

ACCOUNTABLE : SE = SALES EXECUTIVE SM= SALES MANAGER

2.2 GREETING IN THE SHOWROOM

The Host introduces the Customer to the member of staff they have come to visit

3.1 BREAKING THE ICE

If the customer has children with them, introduce the children to the 'Kid’s Tablet

Unit'.

3.2 PEOPLE BUY FROM PEOPLE

You might start the discussion on the high tables next to the lounge area. If the

discussion turns into:

• Product related questions - This signals a good opportunity to move your

Customer to the car in order to smoothly start the product presentation.

• Potentially confidential subjects (such as financing) - Ask your customer if they

would be more comfortable if you moved to an area away from other Customers in

a quieter environment.

3.3 DETERMINE THEIR NEEDS AND BUYING MOTIVES

The Customer should be seated wherever they are most comfortable and at ease.

This could be close to their vehicle of interest to help generate desire. New Retail

Environment provides plenty of options in terms of seating and, if privacy is

required by the Customer then a quiet corner of the Showroom can be chosen.

Let the Customer decide.


ACCOUNTABLE : SE = SALES EXECUTIVEI SM = SALES MANAGER

NEW RETAIL ENVIRONMENTImpact on Sales Process

IMPACTED PROCESSES

7.1 COMPLETE THE PAPERWORK

Closing should be take place wherever the Customer is most at ease. The Sales

Executive should sit with, rather than opposite the Customer.

8.1 PREPARATION BEFORE DELIVERY

Ensure Welcome Screen is accurately updated with the Customer details.

N-

Showroo

m/DMS

8.7 VEHICLE INSPECTION APPROVAL

In a New Retail Environment dealership there is always the ability to handover the

car inside and, where facility allows, there is a dedicated handover bay which

should be used to maximise the handover experience for the Customer.

The use of car covers is standard.

NSSW


NEW RETAIL ENVIRONMENTImpact on Service Process

IMPACTED PROCESSES

ACCOUNTABLE : SA = SERVICE ADVISOR

2.3 WELCOMING THE CUSTOMER

The Customer experience is greatly enhanced by the New Retail Environment and

it is important that the Customer is greeted on arrival by the Host and the Service

Advisor in a coordinated process.

The Host must accompany the Customer to the Service and Parts Area and

introduce them to the Service Advisor at a suitable table. Where the Service

Advisor is busy with another Customer or cannot be located, the Customer should

be offered refreshments while the Service Advisor is found and brought to meet

the Customer.

It is important that the Service Advisor sits with, not opposite the Customer, while

still respecting their personal space.

2.2 BE PREPARED

At this point, if you do not have a direct feed to your Welcome Screen, you will

need to populate this manually for the next day.

Repair orders and associated items must be kept in a non Customer facing area

until the Customer arrives. Under no circumstances should they be placed in the

Customer Lounge prior to the Customer's arrival. You must ensure that these are

pre-printed and logically displayed for retrieval when the Customer arrives.

1.6. DETERMINE THE CUSTOMER’S APPOINTMENT REQUIREMENTS

The excellent waiting facilities available in the New Retail Environment may make

it particularly attractive to some Customers to wait while the work is carried out. Be

sure to emphasize the key benefits to the Customer:

• Choice of seating to suit their needs

• Free refreshments

• Free Wi-Fi

• iPad for children

1.8 AGREE THE APPOINTMENT

Advise the Customer that when they arrive at the dealership to check in, they will

be greeted by a member of staff who will accompany them to the Customer

Lounge and introduce them to the Service Advisor.


3.1. CLARIFY EXACTLY WHAT THE CUSTOMER’S CONCERNS AND PROBLEMS

ARE

For a Customer with an appointment:

Bring the Customer to a consultation area. The Service Advisor should bring their

laptop/tablet and the Repair Order should be printed before the Customer arrival.

NEW RETAIL ENVIRONMENTImpact on Service Process

IMPACTED PROCESSES

3.4 ESTIMATE SERVICE CHARGES AND DELIVERY TIME

Bring the customer back to the Customer Lounge

and update the Repair Order.

ACCOUNTABLE : SA = SERVICE ADVISOR

9.4 RECEIVE THE CUSTOMER

The Customer experience is greatly enhanced by New Retail Environment and it is

important that the Customer is greeted on arrival by the Host and the Service

Advisor in a coordinated process.

The Host must accompany the Customer to the Service and Parts Area. If the

Service Advisor is busy with another Customer or cannot be located, the Customer

should be offered refreshments while the Service Advisor is found and brought to

meet the Customer.

It is important that the Service Advisor sits with, not opposite the Customer, whilst

still respecting their personal space.

NSSW


D1 is delivering the Customer’s car right first time, on time, every time.

The purchase of a vehicle is often the second largest purchase, after buying a house, that a Customer will make. The Customer’s expectations are very high and include:

• A thorough Qualification of Customer needs• Sales Executive to have strong product knowledge, able to offer advice on

suitable vehicle/options/finance solutions• Allow the Customer to get a feel for the vehicle through Product Presentation

and Demonstration Drive• Clear presentation of all costs • Not having to return to sort anything out after the vehicle has been delivered

D1 is all about meeting and, if it all possible, exceeding the Customer’s expectations with regard to the purchase of their new vehicle.

There is also a direct link between a poor D1 rate and:

• A loss of trust and confidence on behalf of the Customer• Wasted time and money for the dealer and the dealership teams• Falling Recommendation, Customer Satisfaction and Retention, and Workshop

activity

Ensuring to undertake the D1 key sages in each of the areas shown below will lead to excellence within the vehicle delivery process and a reduced rate of return:

For more detailed information of the key stages within each of the above areas, please refer to How To – D1 – Reduce Rate of Return/Deliver Right First Time

NSSW


F1 is fixing the Customer’s car right the first time, on time, every time.

The Customer’s expectations are very high, they expect:

• Highly qualified staff• Convenient and simple appointment booking process• Honest and clear advice about their vehicle’s maintenance and a quality repair• Not to have to return to resolve anything after collecting their vehicle

There is a direct link between a good F1 rate and:

• Increased trust, higher Customer satisfaction and, therefore, higher Customer retention

• Rise in productivity and efficiency through reducing the amount of workshop hours tied up in rectification and reduced loss of Service Advisor’s valuable time at the front desk

A key cornerstone of F1 is PREPERATION – having the right parts, equipment and Technician skills to do the job correctly . Completion of all the key stages within the areas shown below will lead to excellence within the servicing of the vehicle process:

For more detailed information of the key stages within each of the above areas, please refer to How To – F1 – Reduce Rate of Return/Fix Right First Time

NSSW


WHY A CUSTOMER PROMISE ?

NSSW

NSSW

Nissan Sales & Service Way CUSTOMER PROMISE

DELIVERING THE PROMISES

NSSW

Nissan operates with One Unique Contact Number for Customer Service and Roadside Assistance.

OUR PROMISES

NSSW


With YOU+NISSAN, the customer benefits from innovative features, unique

services* and offers and a partnership built on trust. From order to repurchase, through any touch points, the

Customer will experience an exciting and simple ownership.

Available through Nissan.co.uk and a dedicated mobile app

(Android/IOS)

YOU+NISSAN also has a dedicated Digital platform where Nissan owners can manage their

ownership.

It exists on web and smartphones, and it’s totally free for the customer.

Benefits

for

Customer

Benefits

for

Dealers

*Online Booking and Maintenance Reminders (when available), Personalised Profile, Dashboard and Dealer.

How to

promote

YOU+NISSAN

Encouraging your Customer to use YOU+NISSAN will result in:

• Increased Customer loyalty

• Increased Customer sales

SALES BENEFITS

• Higher contact frequency

• Reinforced trust/long term

relationship

AFTER-SALES BENEFITS

• Customer retention increase with

efficient appointment booking online

and ‘favourite dealer’ functionality

• Higher visit frequency

• Reinforced trust/long term

relationship

SALES ACTIONS

• Introduce as a sales benefit as part of

the YOU+NISSAN customer promise

• Assist the Customer to register at

handover (if applicable)

• Make sure they get the most out of

YOU+NISSAN

AFTER-SALES ACTIONS

• Introduce as an aftersales benefit as

part of the YOU+NISSAN customer

promise

• Assist the Customer to register

during collection (if applicable)

WHAT ELSE CAN DO FOR CUSTOMERS

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