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Grip : GRIP October 2011
payment by pre-swiping at check-in, the same way hotels do. The customer can then go straight to service reception and pick up the keys and be on their way. It also gives the service advisor ample time to explain PSRV over the phone, instead of the five - o’clock rush. Plus, it means the service advisor is being more productive throughout the whole day, with less down-time. AFTERSALES GRIP serviCe Customer retention tiPs Jeff Sacks spoke at the AADA conference recently. Mark Robinson Customer Retention and Aftersales Marketing Manager JEFF Sacks is considered one of the global experts in dealership operations, providing insight to his automotive clients worldwide for over 30 years. He was recently the keynote speaker at the Australian Automotive Dealer Association (AADA) conference, and I shared some of his key points from his address on customer retention in the September edition of GRIP. Here are some more key insights from Jeff Sacks and other presenters on service operations. 1. Don’t oversell the first service! Customers have a perception that retailers will rip them of f and this just confirms it. A good experience will make it more likely for them to tentatively book their next service before leaving the dealership. 2. Retailers in the US using Quick/Fast/Express Service had higher NPS/CSI results and it is the stepping-stone to higher retention. 3. Service advisors set the tone for service customer retention. Great attitude is the number one requirement and it’s easier to teach basic technical knowledge than people skills. 4. The customer transaction process is improved by using express checkout. Email the invoice to the customer, then explain it over the phone, accept Peter Crombie-Brown National Training Manager AS we look ahead to the release of two exciting new models and our new safety technology in EyeSight, Subaru Australia would like to invite all sales consultants and sales managers to join us at the five-star conference centre, Aitken Hill in Melbourne from December 12 to 16. Each sales staff member will be flown into Melbourne for 24 hours, where they will be involved in a range of activities. These will include driving the new Impreza and XV, testing the pre -collision brake system of EyeSight, at tending workshops on how to best sell the new models and technology, and learn about imPreza and xv then finishing with a dinner to celebrate. Invitations for this event are underway. INSIDE GRIP HOME PAGE AFTERSALES MARKETING ECONOMY RUN PARTS & ACCESSORIES FINANCE AMBASSADOR NEW PRODUCT BRAND COMPARISON DEALER RANKINGS SPORT
GRIP September 2011