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Casual Articles - Service Begins in Sales, New Sales Begin in Service
Restaurant people will tell you that the worst thing a customer can do is have a bad meal and not SAY anything about it. It prevents the establishment from making it right for the customer. The damage gets worse, because the customer doesn’t usually return AND they tell their friends what they thought about the food.Automotive sales people are taught that every customer knows at least another 100 friends and relatives, and that on
If someone is repairing your machine and tells you about a newer model that is trouble-free and getting great reviews, would you be interested in learning more? Would you trust this person to be telling you the truth? Would you be willing to see or try a demonstration?
‘Good morning, sir. Your car is scheduled for a tune-up. We should have it r
Are you fed up, broke and lonely? Then switch off your computer and get a life. Ok that's my little joke. Seriously though, sitting in front of a monitor for most of the day is not likely to do much to improve any of the points above. Try communicating with the real world for a change. Call a prospect, ask if there is something you can help them with. It doesn't much matter what they reply, you always benefit from the exchange.If
How often does this ‘divide’ lead to the loss of possible sales, more tension between the groups, and negative service experiences and perceptions for the customer?
At one high-end European car dealer, the physical separation between Sales and Service was so thick, they called it the Berlin Wall.
It doesn’t need to be this way!
In a bold effort to bring these groups together, the car dealer tore down the physical wall separating Service from Sales.
The sales staff were concerned. They were afraid new business prospects might be turned off by what they saw in the Service Department.
The service team was equally unsure, afraid of frequent and furious criticism from their colleagues in sales.
We need to change these points of view!
When you buy a new car, when do you want to meet the people in the Service Department? Do you want to wait until your first problem, tune-up or oil change? By that time you might be ‘just another customer’ needing service.
How would you feel if the people in Sales introduced you proactively and personally to the manager of the Service Department? Would you prefer the Service Manager know your name, greet you face-to-face and match you with your new car before you ever needed his assistance? I would.
A proper, positive, proactive introduction to the Service Department can have a huge impact on the experience and satisfaction of the customer. This makes sense: good service begins in sales.
Service is also a great time to begin new selling!
Experienced service professionals know a lot about the latest products and features. They know which models are popular, reliable and trouble-free, and they know which ones have problems.
If someone is repairing your machine and tells you about a newer model that is trouble-free and getting great reviews, would you be interested in learning more? Would you trust this person to be telling you the truth? Would you be willing to see or try a demonstration?
‘Good morning, sir. Your car is scheduled for a tune-up. We should have it re
Though many people are saying that real estate has started with its downward slide it surely doesn’t mean that it has become a bad investment. It is still profitable to invest in properties but all you have to do is keep your greed and fear aside to get a good deal. These two evils cause people to overestimate the worth of their properties but they forgot that this also means that this will make them undervalue it on its way down in the
In a bold effort to bring these groups together, the car dealer tore down the physical wall separating Service from Sales.
The sales staff were concerned. They were afraid new business prospects might be turned off by what they saw in the Service Department.
The service team was equally unsure, afraid of frequent and furious criticism from their colleagues in sales.
We need to change these points of view!
When you buy a new car, when do you want to meet the people in the Service Department? Do you want to wait until your first problem, tune-up or oil change? By that time you might be ‘just another customer’ needing service.
How would you feel if the people in Sales introduced you proactively and personally to the manager of the Service Department? Would you prefer the Service Manager know your name, greet you face-to-face and match you with your new car before you ever needed his assistance? I would.
A proper, positive, proactive introduction to the Service Department can have a huge impact on the experience and satisfaction of the customer. This makes sense: good service begins in sales.
Service is also a great time to begin new selling!
Experienced service professionals know a lot about the latest products and features. They know which models are popular, reliable and trouble-free, and they know which ones have problems.
If someone is repairing your machine and tells you about a newer model that is trouble-free and getting great reviews, would you be interested in learning more? Would you trust this person to be telling you the truth? Would you be willing to see or try a demonstration?
‘Good morning, sir. Your car is scheduled for a tune-up. We should have it r
Lenders and investors may see hundreds of business plans in a single day. Make your business plan stand out against the rest, and avoid these common mistakes.1. Not proving that you have the management expertise to make it happen. The quality of your people will lend credibility to your ideas and even to your financial projections. If your management team is not as strong as it could be, join forces with a great board of advisors.
How would you feel if the people in Sales introduced you proactively and personally to the manager of the Service Department? Would you prefer the Service Manager know your name, greet you face-to-face and match you with your new car before you ever needed his assistance? I would.
A proper, positive, proactive introduction to the Service Department can have a huge impact on the experience and satisfaction of the customer. This makes sense: good service begins in sales.
Service is also a great time to begin new selling!
Experienced service professionals know a lot about the latest products and features. They know which models are popular, reliable and trouble-free, and they know which ones have problems.
If someone is repairing your machine and tells you about a newer model that is trouble-free and getting great reviews, would you be interested in learning more? Would you trust this person to be telling you the truth? Would you be willing to see or try a demonstration?
‘Good morning, sir. Your car is scheduled for a tune-up. We should have it r
Looking for a great fundraiser? Then maybe rubber bracelets are just the thing to promote awareness. Custom-printed rubber bracelets are a hit nowadays. These rubber bracelets usually carry colorful designs and names and slogans that relate to a certain cause.These rubber bracelets are available in a wide variety of colors. There’s this pantone chart wherein you can choose from a wide array of colors. You can even request fo
A proper, positive, proactive introduction to the Service Department can have a huge impact on the experience and satisfaction of the customer. This makes sense: good service begins in sales.
Service is also a great time to begin new selling!
Experienced service professionals know a lot about the latest products and features. They know which models are popular, reliable and trouble-free, and they know which ones have problems.
If someone is repairing your machine and tells you about a newer model that is trouble-free and getting great reviews, would you be interested in learning more? Would you trust this person to be telling you the truth? Would you be willing to see or try a demonstration?
‘Good morning, sir. Your car is scheduled for a tune-up. We should have it r
There is another set of options regarding the style of writing ads. With the understanding that there are basically two kinds of ads:1) Direct Response, meaning that you are directing an immediate response,2) Image Enhancing ads, meaning that you are trying to instill an image of irresistibility that will be remembered when they are ready to act on your product.There are even two b
If someone is repairing your machine and tells you about a newer model that is trouble-free and getting great reviews, would you be interested in learning more? Would you trust this person to be telling you the truth? Would you be willing to see or try a demonstration?
‘Good morning, sir. Your car is scheduled for a tune-up. We should have it ready by four o’clock. By the way, some new cars came in that handle just the way you like, and have the extra space you need for your sports equipment. I thought you might enjoy driving one. I reserved it for you to use while we repair the car you’re driving now. Have a good afternoon. Enjoy your new car!’
It’s true. New sales can get started in service.
Incidentally, the European car dealer is doing more than just tearing down the wall. They are changing the compensation program to pay salespeople when customers get great service, and pay service people when the Sales team sells more cars. It’s a great way to get people’s attention. And a smart way to get them working more closely together.
Key Learning Point
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For more sales, better service, happier customers and employees, get Sales and Service working hand in hand. Customers experience both sides – each should support the other.
Action Steps
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How well integrated are your Sales and Service teams? Do they work together to create positive service impressions and stimulate new sales? What can you do to tear down the wall between these two departments?
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