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We all know that satisfied customers generate positive word-of-mouth and loyalty, but what is it that creates satisfaction?
People getting in touch with the customer play the most important role. When it comes to a car dealership, the people involved are not only the sales and the after-sales consultants, but also the administration personnel. They can play a positive role only if, being aware of their impact, they see customer satisfaction as a common goal.
That is why we have recommended to our customer to run a training programme involving both the front line and the back-office in order to let all of them learn how to: communicate with the customer, understand his/her problems and worries, answer his/her needs, turn every contact into a sales opportunity, build satisfaction and loyalty.
And, more importantly, we have helped them understand and practice what it means and what it takes to work as a team rather than as a group of people.
Clients involved in similar training programmes: Autogerma, Chevrolet, Mercedes-Benz, Nissan, Opel, Renault, Saab.
Building Customer Loyalty: Automotive Sector
We all know that satisfied customers generate positive word-of-mouth and loyalty, but what is it that creates satisfaction?
People getting in touch with the customer play the most important role. When it comes to a car dealership, the people involved are not only the sales and the after-sales consultants, but also the administration personnel. They can play a positive role only if, being aware of their impact, they see customer satisfaction as a common goal.
That is why we have recommended to our customer to run a training programme involving both the front line and the back-office in order to let all of them learn how to: communicate with the customer, understand his/her problems and worries, answer his/her needs, turn every contact into a sales opportunity, build satisfaction and loyalty.
And, more importantly, we have helped them understand and practice what it means and what it takes to work as a team rather than as a group of people.
Clients involved in similar training programmes: Autogerma, Chevrolet, Mercedes-Benz, Nissan, Opel, Renault, Saab.
