What Do You Know About Customer Retention?

9 Questions

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What Do You Know About Customer Retention?

What do you know about customer retention? Every business aims to either gain new customers or be able to retain the ones that they have. The quiz below is based on enhancing Customer Retention Culture Condition based on Actual Vehicle Needs. Take up this quiz and get to see just how good you are as a salesperson. Give it a try!


Questions and Answers
  • 1. 
    Setting Expectations…At Write Up Make sure all customer contact information is current and set an expectation of a realistic time to update the customer on vehicle status.   
    • A. 

      This ASSURES your opportunity to review the inspection results with the customer and recommend additional needed services AS SOON AS POSSIBLE! Which is essential for Service Sales Strategies Success!

    • B. 

      This helps because our accounting department is detail oriented and it makes them smile when the correct information is in the system.

    • C. 

      This is not a good policy because some customers want to call us instead

    • D. 

      This sounds good but it's not really realistic, Advisors are super busy and can't be expected to call their customers, after all, they still have to go to lunch and check facebook.

  • 2. 
    Your goal as a Professional Service Advisor should be that the customer would never have to call to check on the status of their vehicle because you call them when you promised to keep them updated.  
    • A. 

      True

    • B. 

      False

  • 3. 
    When calling a customer via the telephone, you always ask “is this a good time for you to talk?" or "do you have time to discuss your vehicle?"
    • A. 

      True

    • B. 

      False

  • 4. 
    When contacting a customer with diagnostic findings and multipoint inspection results, and presenting a whole picture of their needs, always start the conversation with something positive about the vehicle.......Why?  
    • A. 

      This will reassure the customer of the overall condition of their vehicle so improvements/repairs make sense

    • B. 

      In case the customer is depressed you don't want them to start crying

    • C. 

      You previously asked them "You want the good news first or the bad news first?", but ONLY if their choice is "The Good News"

    • D. 

      Because the customer may agree to repair the vehicle if they feel there are no other lurking concerns they are not aware of.

    • E. 

      Both A and D are correct and essential for Service Sales Strategies Success!

  • 5. 
    The 'Related To" concept in your Prioritized Presentation refers to...
    • A. 

      Doing work on your in-laws car

    • B. 

      Packaging jobs that are related to another job together so they make more sense and have a better chance of being approved. An essential element of The Service Sales Strategies Process!

    • C. 

      Explaining what work the customer needs by providing an analogy that the customer can "relate to"

    • D. 

      Huh?

  • 6. 
    The Prioritized Estimating Process Worksheet is critical and provides Service Advisors with the ability to effectively organize the presentation.
    • A. 

      More importantly, it allows the customer to understand what is being recommended to them and why the repair or service is needed.

    • B. 

      Is a tool to help you organize how to present additional service needs and diagnostic results to the customer

    • C. 

      Is far more effective than breaking everything down and giving the customer individual prices

    • D. 

      Using it makes priorities crystal clear and options easy to discuss

    • E. 

      All points above are correct and essential elements of the Service Sales Strategies Process!

  • 7. 
    The "Sell it as a Package" Technique is very simple... State everything that needs to be addressed on the vehicle in a complete list, then give the customer a total package price while incorporating the Prioritized Estimate Process technique. Wait until the bottom of the estimate and give the total price, ask for the sale and be silent to listen for the customer's responsibility. Be ready to suggest a "Plan B" just in case
    • A. 

      True

    • B. 

      False

  • 8. 
    You are a Service ____________. As such it's your job to advise customers of legitimate needs to keep their vehicle in tip-top shape, not just what is minimally required and MIGHT be ok.