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WorksheetsCustomer Buying Process
Total questions: 15
Worksheet time: 7mins
Why should the friendly meet and greet take place at the customer's vehicle?
Because the customer won't have to walk too far.
Because it's in the customer's comfort zone.
To be polite.
That's what the service manager told you to do.
Why should you end the friendly meet and greet with your full name?
So the customer knows who I am.
To show you care.
So the customer will respond with his/her name.
Builds rapport.
Why should we address the customer's prime item prior to getting information off the vehicle?
Because it is more efficient.
It sends the message "you are important to me".
Customers are impatient by nature.
We should get the vehicle information first.
What is one of your three responsibilities to the customer?
To take care of vehicles needs.
To complete the service in 30 minutes or less.
To walk them to customer lounge.
To give them a call later that afternoon.
What is the reason for stating your responsibilities to the customer?
To slow down the process.
To put customer at ease.
So the customer knows you are a great service advisor.
To make sure the customer understands the process.
What is one of the three reasons for performing the walk around process?
To build a relationship.
To find and ask for the sale.
To find scratches on car.
So the customer can't leave yet.
What technique do we use when confirming the understanding of the prime item?
The Heimlich Maneuver.
Practice good body language.
Mirroring the customer.
To use customer's words.
What is one of the reasons to ask customer if they have a service or maintenance contract?
To test their knowledge.
To show how smart you are.
To set up for the potential upsell later.
So you'll know if you can charge them more.
How often do you offer the menu to the customer?
100% of visits, either at write up or at active delivery.
Only when they ask.
When the history shows they service their car regularly.
When vehicle has 30,000 miles.
Why is a consistent service drive process important?
So it's as fast as possible.
A confused customer is likely to buy additional services.
That is what management wants us to do.
To improve the customer experience.
What technique should be used when presenting the courtesy inspection to the customer?
Tell customer you are going to do the inspection.
Advise it's included with oil change.
Permission Marketing.
Wait for an upsell, then mention the inspections.
What technique is recommended to use when discussing the results of the multi-point inspection?
Discuss the cost up front, then get into details.
Permission Marketing.
Avoid too many details, tell them what needs to be done.
Don't mention whats wrong, the customer won't but it anyway.
Why do we use "permission marketing" when presenting the courtesy inspection?
To keep the customer guessing.
It tells the customer 'we are in control'.
To engage the customer in the decision making process.
So the customer feels pressured.
What is one of the three steps of getting the OK?
Send customer a text.
Give them your business card with "promised call time".
Point them to waiting room and tell them to have a nice day.
Remind them of diagnostic fee and ask if that's 'OK'.
What is one of the three reasons for doing an active delivery?
To create confusion around today's repairs and charges.
To ensure we collect the money due.
Schedule the next service appointment.
To help customer find the car.
