Page 123 - Car Sales Training Manual

G.1–1 of 3
AIM: To ensure you show care for your customer immediately after the new vehicle delivery. To prove that your interest in your customer does not finish at the settlement of the purchase.
Also, to recognise the importance of an early check of your customer’s comfort level with their new purchase and their understanding of the vehicle’s controls.
KEY POINTS: • You must call your new owners within 24 hours of the vehicle delivery.
• Preferably this would be about 7.30pm the evening of the delivery, (even if the delivery was late that afternoon).
Why? Because any questions or misunderstandings about the vehicle operation can be easily explained before they escalate in the mind of the new owner, overnight.
• You should pre-advise the customer at the completion of the actual delivery. (“I’ll give you a quick call early this evening to see if you’re comfortable with all the controls, or have any further questions.”)
• During the call, just check their comfort level with the car and confirm you are happy to meet them again at short notice if they’d like you to demonstrate any feature again.
• This is a good opportunity to check that your customer was happy with the delivery process, prior to their first C.S.I. survey.
• Make the tone of your call friendly and relaxed. (You are now entering a new phase in the customer relationship where you can be their ‘motoring friend’.)
• As you probably won’t have an owner record on your Dealership’s follow-up bring forward system yet, ensure you make, and highlight, a diary note on the day of delivery to “make the 24-hour call!” This one must 349 be forgotten.
(A “Sticky note” on your car’s dashboard will also help you to remember.)
􏰉25479&39 349*􏰓 Professional Sales Consultants conduct their 8*(43) follow-up telephone call approximately seven days after delivery. Their 9-.7) is made one month after delivery. Further calls are made at a minimum of four-to six-month intervals from then on.
􏰏4114<􏰌"5 􏰊&118 94 􏰎<3*78 ? Session G.1
TOPIC: Handling the first (within 24 hours) telephone contact with
a new owner.