476 Customer Management-Pass Fail
The purpose of this course is to provide the associate with a simple process to overcome customer objections and learn how to diffuse the angry customer or individual
The student will learn the following impact items…
- How to listen to hear the individual objection or issue
- How to utilize tactical empathy to align with the customer or individual
- How to ask appropriate questions to guide the customer or individual to a solution
- How to guide the customer or individual to the best solution
- How to implement immediately in the dealership
The goal is for the student to see an increase in RO Sales, Customer Engagement and improve CSI and Retention