As we strive for success in the service department, on the sales floor, and throughout the dealership, understanding our customers and how they operate is crucial. Every customer is unique and requires a personalized approach to cater to their individual needs. Dealing with analytical customers who have done thorough research before visiting the dealership can be challenging. It requires recognizing their social style and presenting evidence in a concise manner without pressuring them into a decision. By building trust and delivering accurate write-ups, we can create a positive experience for customers while fostering long-lasting relationships and delivering exceptional customer service. The Quantum5 process is built around developing skills that enable service advisors and salespeople to respond effectively to all kinds of people.
Let’s meet Mandy!
Mandy owns a local pet store downtown. She needs her mobile dog spa van to be on the road, or it’s costing her money. She’s been looking all over the city for a dealership to consistently service her van. She’s struggled to find a service advisor that was patient, knowledgeable and that would take the time to explain things in detail. In the past, she felt as if the service advisor was pushing parts and repairs for their own agenda instead of what was best for her situation. When a person with an analytical social style is pushed too far out of their comfort zone, they will outright avoid future interactions. There is no one-size-fits-all way to deliver an MPI, but when we upsell, we have to be able to show the customer the benefits of being Proactive vs Reactive. By building a bridge of trust with the customer, they are able to see the benefits because they are less guarded and believe that you have honest intentions.
What surprised Mandy the most about working with our service advisors was their patience and presence. They took the time to answer and explain, in detail, the difference between specific parts and helped her develop a plan that fits within her budget and schedule that will keep her mobile dog spa up and running.
Recognizing and responding to customers with different social styles is a crucial skill for service advisors to have. By building trust and delivering accurate write-ups, we can create a positive experience for customers like Mandy who have specific needs and expectations. The Quantum5 process helps develop these skills, enabling service advisors to deliver exceptional customer service and foster long-lasting relationships with clients. With patience, knowledge, and a willingness to listen, service advisors can help customers like Mandy feel confident in their vehicle service decisions and keep their businesses running smoothly.
