Customer Service Management in 2011

[hushdawg]

In 2008, JD Powers and Associates found that new car owners in the Philippines ranked the highest in customer service satisfaction with Toyota ranking the absolute highest.  What made auto sales companies so successful where other industries fell short and what can you learn from methods and techniques to ensure that your own customer service

Comments

[cindyg]

The only way that companies like Toyota and other car dealerships continue to excel is by treating customers like a lifetime investment rather than a one-time sale.Our family bought its first Toyota sometime around the late '80s. The main reason was because Toyota Pasong Tamo was located ridiculously close to our house - about five minutes away. The young woman who sold us that first car, and the young woman who handles our insurance were delightful to speak with, knew their stuff, and also knew how to speak with respect to my parents

[hushdawg]

Yes, you hit the nail on the head there. Treating customers with respect is tantamount.

Sales reps that spew sales diarrhea instead of patiently listening to the customer and acknowledging their individual concerns are doomed to fail.

The girl that you dealt with knows that the qualification of the sale is far more important than the presentation.

In my sales techniques and training programs I focus on creative listening and adaptive questioning to gather as much information as possible about the customer to ensure the product choice is the right fit. When you do that, the presentation process itself is very short and always results in a positive sale.

No sale is positive until it gives the customer more benefit than the money paid for it.