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Three Questions Top Performers Ask to Increase Sales

With Jim FacenteBrought to you by SATISFYD

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SATISFYD is a Customer Experience improvement company with performance assessment solutions, best practice alignment tools, analytics, coaching and training

• Voice of the Customer (VoC)• Voice of the Employee (VoE)• Mystery Shop• Dealer Website Assessment• Best Practice Self-Assessment• CX Coach• Alignment with Professional Development

Resources

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Three Questions Top Performers

Ask to Increase Sales

Customer Experience Program


Asking These Questions Will:

• Create customer loyalty

• Reduce likelihood of switch to a competitor

• Make customers more forgiving

• Increase sales and profit

• Be viewed as a top professional

Agenda


Called, Recorded and Evaluated 2,500+ Parts and Service Employees


The Secret of Top Performers

• TOP performers don’t focus on selling the customer… they focus on:

• solving the customer’s problem

• providing an exceptional customer experience


Did You Know?


• Not just meeting a customer’s expectations but exceedingthem

• Customers don’t remember

• How much you know

• What you say

• What you do

• They remember

• HOW YOU MADE THEM FEEL!

Great Customer Experience


Not up-selling but

helping the

customer solve

other problems

Expanded Problem Solving


Are there any

other parts

you need?

Offering Additional Parts


• Before looking up the part

• Keeps from having to go back

• Shows you are trying to help

When to Offer


• Besides these parts are there any other parts you might need for the job?

• When most people change this part they also change…

• Would that be helpful?

How to Offer


• Keeps customer from starting the job and finding additional parts are needed

• Keeps customer from thinking, why didn’t the parts person tell me I need these items

• Builds customer loyalty and sales

Why to Offer


Offer items and

repairs other

than those

requested

Promotional and Other Items


• Most people make the mistake of waiting until the end of the call

• Offer when you’re looking up the parts• Fills in the dead air

• Just a “by the way” comment

• Shows you are trying to help and not sell

• Use the power phrase “Would That Be Helpful”

When to Offer


• Ask for the order!



Ask for the ORDER


2,500+ people evaluated, what percentage

asked the customer for the order?

A. 0%

B. 16.2%

C. 54.3%

D. 85.8%

Correct Answer is B

Poll Question


Ask to solve the customer’s problem by asking for the ORDER!

6 Ways to Ask for the Order

1. Did you plan on coming in and picking this up?

2. How would you like me to ship this to you?

3. Would you like me to go ahead and make this an order?

4. Would you like me to schedule someone to come out?

5. Would you like me to open a work order on this for you?

• What do you say if you don’t have the part in stock?

Top 5 Ways to Ask for the Order


Did You Know


Did You Know?


Did You Know

23

• Create customer loyalty

• Reduce likelihood of switch to a competitor

• Make customers more forgiving

• Increase sales and profit

• Be viewed as a top professional

Takeaways

24

Call Me Anytime!

Jim Facente

1-800-539-1075 x25

I’m Available As A Resource To You!

Contact us at: [email protected]

To check out more about us visit our website at www.SATISFYD.com and take our Dealer Performance Assessment at http://www.satisfyd.com/resources/performance/!

Contact Jim directly by emailing: [email protected]

http://www.satisfyd.com/

http://www.satisfyd.com/resources/performance/

mailto:[email protected]

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