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Training | Duration | Direct Reception Process (Part 2) |
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Objectives | Content | - After completion of this training participants will be able to behave in the right way during the contact with a customer in the direct reception process, using corresponding techniques of verbal and non-verbal communication.
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| - Introduction
- Recollection of the DRS Part 1 training
- Welcoming the various types of customers
- Consultative reception
- Presentation of own reception behaviour
- Body language and non-verbal
communication - Verbal communication skills
- Standard technique of Consultative
Reception - Generate the change potential
- Dealing with customer objections
- Informal aspects of the direct reception
consultation process - Standard order placement
- Handling price objections
- Workshop planning and customer
orientation - Securing workshop quality control and
correct invoicing - Explanation of invoices and announcement of telephone follow-up calls
- Standard and difficult telephone follow-up
calls - Final session
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Target Audience | Service Advisors, Warranty Personnel, Workshop Foremen, P & A Specialists, Administrators, Hostesses, Dispatchers, Telephone Operators |
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Comments | This part of the training gives participants an opportunity to get behavioural skills to
communicate with a customer in various situations, creating an atmosphere of trust. Trust is one of the basic Moments of Truth and the crucial part in this approach of training aftersales personnel. This system allows customer to leave his vehicle being ensured that he will take it back in time, and the car will be like it has just come out the assembly line of a manufacturer. All this are elements of Customer Care Concept.
Amendments towards your brand, standards and image are welcome. |
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