ERC Refresher April

After reading this review, what would be your next step? And why?

• FFM and FFD because the customer didn't write a review about the dealer at all.

• FFM because the review is mixed and has nothing positive to it.

• Nothing, skip over it and let the next person figure it out.

• Create a general response thanking the customer for their feedback and hopes to see them again in the future.

Assess the following review and explain how you would handle this review.

Answer explanation

This review would be FFM. The reason is that the customer brought their vehicle in for an issue with a vibration coming from it. After the vehicle was "repaired", the customer still felt the vibrations and took it back. The dealership charged the customer for something that was not the customer's fault but was the dealer's fault for not completing the job correctly the first time.

You come across the following review: the customer said the staff was great but got charged for something that wasn't an issue. How should we respond to this?

• "Thank you for your kind review. We are pleased to learn our Service Team provided you with a great experience and we appreciate your feedback. We hope you continue to choose {LOC} for all of your automotive needs."

• You would tag it as serious, due to the customer making wild accusations about the Service Team. But still create a generic response.

• You would FFM, as the review has more negative than positive, and the customer is stating that they were charged for a service that was never an issue to start with.

• "{c.f}, thank you for your feedback, as we are always looking for ways to improve. We are happy to read that our Service Team provided you with a great experience and hope to see you again at {LOC}."

Please create a response based on the following review and RA notes.

Answer explanation

Example of an applicable response: Hello Russell, it is great to read that our Service Team was able to get your bike back on the road in a timely manner. We greatly appreciate your recommendation and welcome you back to Red Bluff Motorsports anytime.

Red Bluff Motorsports530-527-1466

Dealer - JACKSONVILLE CHRYSLER JEEP DODGE AND RAM (BAYMEADOWS)

Customer - Jay

Rating - 5 star

Channel - FB

Review - Alex in Customer service makes things happen!

What should be your response?

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Dealer - SERRA TOYOTA BIRMINGHAM

Customer - Donald

Rating - 5 star

Review - Halah, thanks for all your help today. Wasn't expecting to get the Truck of my dreams today!! :-) 2021 Toyota Tundra 1794.

Based on the RA notes and customer review, what would be an appropriate response?

Answer explanation

Hello Donald, we are so pleased to read that you had an amazing experience with our Sales Team and drove away in the truck of your dreams. Congrats on your new 2021 Toyota Tundra 1794. If you need anything else, please keep Serra Toyota Birmingham in mind; we are happy to help.

What are SEO words? What does SEO stand for? Why is it so important that we use them in our responses?

Dealer - POHANKA HYUNDAI OF FREDERICKSBURG

Customer - Madeline

Rating - 5 star

Channel - Google

Review - Usually I go to the Woodbridge location however I opted to go to this dealership without making a service appointment. Amanda Laboy was my point of contact earlier today and she was great. She answered all of my questions with the upmost respect and professionalism; even assisted with updating my personal information in the system. She was courteous, diligent and personable. I recommend this establishment- you won’t be disappointed. Moving forward this is where I will be going.

Create a response based on the RA notes and review.

After reading this review, would you respond to it? If so, propose a response. If not, explain why?

Propose an applicable response to the following review. (No RA notes to follow)