Customer Retention Quiz: What Do You Know?

This statement is true. The "Sell it as a Package" technique involves creating a complete list of all the things that need to be addressed on the vehicle and then giving the customer a total package price. This technique incorporates the Prioritized Estimate Process, where the estimate is presented from most important to least important repairs. The salesperson should wait until the bottom of the estimate to give the total price, ask for the sale, and then be silent to listen for the customer's response. It is also important to be ready with a "Plan B" in case the customer is not willing to proceed with the package.

The explanation for the given correct answer is that as a Professional Service Advisor, it is important to provide excellent customer service. By calling the customer when promised to keep them updated on the status of their vehicle, you are proactively addressing their needs and ensuring that they do not have to reach out to check for updates. This level of communication and follow-through demonstrates professionalism and builds trust with the customer. Therefore, the statement is true.

The correct answer is True because when calling a customer via the telephone, it is important to ask if it is a good time for them to talk or if they have time to discuss their vehicle. This shows respect for the customer's time and allows them to let you know if they are available for a conversation.

The Prioritized Estimating Process Worksheet is a critical tool that allows Service Advisors to effectively organize their presentation. It not only helps the customer understand what is being recommended to them and why the repair or service is needed, but it also makes priorities clear and options easy to discuss. Breaking everything down and giving individual prices may not be as effective as using this worksheet to present additional service needs and diagnostic results to the customer. Therefore, all the points mentioned in the answer are correct and essential elements of the Service Sales Strategies Process.

Starting the conversation with something positive about the vehicle reassures the customer that their vehicle is in overall good condition. This reassurance is important because it helps the customer understand that any improvements or repairs suggested are necessary and make sense. Additionally, by highlighting the positive aspects of the vehicle, the customer may be more inclined to agree to the suggested repairs, especially if they feel there are no other hidden concerns they are not aware of. Therefore, both options A and D are correct and essential for successful service sales strategies.

The given answer explains that setting expectations and updating customer contact information is essential for the success of service sales strategies. By ensuring that customer information is current and providing a realistic timeframe for updating them on vehicle status, it allows the opportunity to review inspection results and recommend additional services as soon as possible. This helps in maximizing service sales and meeting customer needs promptly.

The "Related To" concept in the Prioritized Presentation refers to the practice of packaging jobs that are related to each other together. This is done to make the jobs more coherent and logical, increasing the likelihood of them being approved. It is an important component of The Service Sales Strategies Process.

The given correct answer is "Advisor". In this context, the person is described as a "Service Advisor" whose role is to provide advice to customers regarding their vehicle maintenance needs. The statement emphasizes that the advisor's responsibility is to inform customers about legitimate requirements to maintain their vehicle in excellent condition, rather than suggesting only the bare minimum that might be acceptable.