phone call training
How to Use the Delay Tactic
The delay tactic can be a good way to gain you some time to learn more about your customer, so you can serve them better.
Social Styles: Working with Drivers
When working with a Driver, remember to not waste time, be direct (they value it) and have some facts and information to back up your claims.
Sean O'Brien
Jan 2, 2024
One thing I want to talk about is how do you actually apply the social styles to what you do? We understand what makes a Driver a Driver and what makes an Analytical an Analytical, but how do I use that?
I just want to start with one, which is the Driver. So, if we have a Driver customer and let's just say, we're going into pricing and we're talking about the overall price of the repair or the overall price of the vehicle...how do we do that? How do we use that? Do we just go back to what we know works?
The answer to that is we use everything we've learned. We've learned that Drivers are...
- Straightforward
- They like to be direct
- They value time and efficiency
- They will take risks based on the facts
So, what we can do with that is...
- Stay ready with facts
- Keep them at our desk, if possible
- Make it efficient and easy for us to get/utilize
- Be direct and don't beat around the bush.
If something is up, if the price is different than what they stated they had expected, we tell them and we tell them why. We work towards a solution efficiently because that is what is most important to them.
The next time you have a Driver customer just tell yourself 1.) don't waste time, 2.) be direct (they value it) and 3.) have some facts and information to back up your claims.
