476 Customer Management-Pass Fail
This course is required for SA Level 3 & PA Level 2 Certifications. The purpose of this course is to provide the associate with a simple process to overcome customer objections and learn how to diffuse the angry customer or individual
The student will learn the following impact items…
- How to listen to hear the individual objection or issue
- How to utilize tactical empathy to align with the customer or individual
- How to ask appropriate questions to guide the customer or individual to a solution
- How to guide the customer or individual to the best solution
- How to implement immediately in the dealership
This class is designed for the following associates…Service Advisor, Service Manager, General Manager, Parts Manager, Parts Associates. The goal is for the student to see an increase in RO Sales, Customer Engagement and improve CSI and Retention.