Service Selling Skills to enhance productivity and customer handling for any product & also refresh / change the service seller mindset.

2. Introduction Of Course
Service Vision
What is Customer Expectation
Types of Sales Approach & Selling Process
What is to be sell in service department
Sell your effort not the product
Role Play of Closing Techniques
Follow-up
AAA Train

3. VISION FOR SERVICE
Making our customers to select our products again
in the time of next purchasing through total
satisfaction for all of our existing customers

4. Module Introduction
Summary
 This module’s key learning towards right
selling not an up selling.
Learning Points
 Types of sales approaches
 Focus on customer
 Deals Closing technique

5. What Makes Customer to Revisit?Product
People
Process
Price
Others
Numbers
Loyalty Factors
1 They treat me Like I am valued
2 I go there and I get the same treatment all the time
3 My car get fixed right at the fist time
4 He help me as I want
5 They are honest and loyal to me
6 I get the required stuff what I want
7 This store keep quality stuff
8 The price is right
9 When I get my cloths back they look like new
10 They always smile when ever I go there
Please check mark the box

6. Purchase Behaviour
Purchase Behaviour And customer
Loyalty Is Driven By
Process, People & Working Together

7. Focus On Customer
Customer
 A customer is some one who depends upon you
for Information, Advice, Opinion, Product &
Service.
 Internal customer are the people of the
dealership who need-or depend on what you do
or produce.
 External customer are the out side people, who
come in to the dealership for purchase a
product or service or seek advice or
information.

8. Communication Pattern To
Customer
The World According To TERA
 96% of unsatisfied customer do not complain to
you, They simply walk away & do not come back
 50% of them will complain about their problem
to a front-line (service) person
 Only 1% to 5% of dissatisfied customer will
escalate their complaint to local manager

9.  Customer tell twice as many people about a bad
experience as they do about a good experience
 Customer who complain & get their grievances
resolved are up to 8% more loyal then, they had
no problem
 Customers who are just okay only 10 to 20
percent probably will return to the Service
provider.
 Customer told an average of 8 people about a
good auto repair experience, they told an
average of 16 people about a bad experience

10. What Is Sales?
The Exchange Of Commodity For Money
 Contract involving transfer of
the possession and ownership (title) of a good
or property, or the entitlement to a service,
in exchange for money or value.
 Essential elements that must be present in
a valid sale are
 (1) competence of both the buyer and seller to
enter into a contract,
 (2) mutual agreement on the terms of exchange,
(3) a thing capable of being transferred, and
 (4) a consideration in money (or its equivalent)
paid or promised.

11. Service Cycle
Product Service Advisor Customer

12. Service Cycle
After
Sales
Sales
Customer
Satisfaction
Spare
parts

13. Service Department Products
 Maintenance Schedule
 Monthly specials (If any)
 Maintenance Packages
 Labor Hours
 Service Advisor’s Effort
 Schedule Maintenance Required Parts
 Body Repair work & Parts

14. What Do Customer Expect When They Come
Into Your Parts Or Service Department ?
Expectation People Process Product Price
They hope to meet the same person
They expect to get well respected
They expect to get charged correctly
Their cars should be Fixed Right
Their cars should be Deliver on time
Their cars should be very clean
They just want quality work
Please check mark the box

15. Job card Write-up Exercise
Service Advisor 1, ABC
Customer 2, ABC
Dealer Ship 1, 2,
Serial No:123456 Booking No: 413654321
Invoice Date: Jan 12, 2013 km: 10,000
Complain:
Customer comes to the service department for a
Brake squealing Noise from rear upon brake
application at any speed and any driving condition.

16. Types of Sales Approaches
1. The Instant Buddy
2. The Guru
3. The Consultant
4. The Networker
5. The Hard Seller

17. The Instant Buddy
 Likeliness
 Warm & Friendly behavior
 Follow-up in real mean (not fake)
 For example, if you chat about the prospects
eleven-month old baby during your
appointment, you should follow up by sending
a card and/or small gift on the child's first
birthday

18. The Guru
 More Logical & Less Emotional
 Problem Solver
 Able to answer any query
 Best user of customer loyalty and referrals

19. The Consultant
 Combination of “Buddy & Guru”
 An Expert who has the customer’s best interest in
his mind
 Company & Product Knowledge
 Identifier of customer needs
 Able to make an emotional connection
 If you can manage both of these facts, your
sales will take off like a rocket.

20. The Networker
 Maintaining Web of Friends
 Best Time cultivator
 With this approach, you'll spend a great deal of
time cultivating people.
 It's a highly effective technique for salespeople
who enjoy attending various events, parties, and
so on and meeting new people.
 Just remember that you'll need to reciprocate by
doing favors and sending leads back to the people
who've helped you in their turn.

21. The Hard Seller
 Scare the prospect into buying”
 “Buy this now or you'll feel stupid tomorrow”
 “If you don't buy from me I'll lose my job”
 “This product has a much better safety record
than the competition”
“The Result Is Customer Who
Never Buy Again”

22. The Selling Process
(Step to Success)
1. The Meet & Greet
2. Qualifying the Customer’s
Needs
3. Presentation & Demonstration
4. Overcoming Objections
5. Closing the Deal
6. Follow-up

23. The Meet & Greet
 This initial introduction will set the stage for the
rest of the selling process.
 This is the icebreaker, the time to get the
customer to relax and feel comfortable.
 This is your chance to build rapport with the
customer so you need to be sincere, friendly and
humorous.
 You try to capture the customer’s interest by
asking them questions that make them think.

24. Qualifying the Customer’s Needs
 This is the step where you ask questions to help
you identify what the customer wants. It really is
the who, what, where, when, why and how of
the selling process.
 If you qualify the customer properly you will be
able to fulfill his/her needs and wants.
 Don’t rush through this step; time spent qualifying
will allow a smooth transition into the next step.

25. Presentation & Demonstration
 This is the step where the salesperson can show
all they know about their products or services.
 Naturally, the presentation will cover the
features of the products, the physical
characteristics and maintenance required.
 But, you need to concentrate on the benefits of
your products or services, as well.
 The benefits will show the customer “what is in it
for them” and benefits are why people buy the
products/services that they do.

26. Overcoming Objections
 This step is critical to the selling process since
objections are usually the customer’s reasons for
not buying your product or service.
 Objections are just another step in the selling
process and give you the opportunity to reinforce
in the customer’s mind the benefits to them while
you move them toward completing the deal.
 Now is not the time to give up. Ask them why they
feel like they do and respond directly to their
statements.

27. Objections To Overcome
 The price is too high.
 I do not have time.
 I will think about it to get it done.
 My mechanic will do the same work at a very low
price.
 I do not have money now I will get it done in next
month.
 My car is too old to spend that kind of money.

28. HOW TO DEFUSE, DISARM &
DEFLECT VERBAL CONFLICT
1. When people complaint, don’t
explain; take the AAA train:
 Agree
 Apologize
 Act

29. 1. Has someone accused you of something you
didn’t do? Don’t defend or deny it?
2. Put the conversation back in their court with
“what do you mean?”
3. Asking the person to explain will cause him/her
to reveal the real issue.
4. Stop blaming – by using a hand gesture.
5. 6. Against arguing peoples be patient and calm
6. 7. Be humble to listen
HOW TO DEFUSE, DISARM &
DEFLECT VERBAL CONFLICT

30. Closing of Deals
 After you have handled the objections that the
customer presents, you must ask for their
business.
 Generally, the customer will have given you
signals along the way. Your job is to pick up on
those signals and ask for their business.
 There are many techniques that can be employed
in closing the sale, and you need to find the
techniques that you can use comfortably.

31. Follow-Up
 Now that the sale has been made, don’t just let
that hard work go to waste.
 Follow up with the customer and start building
that long-term relationship that will assure you
of a satisfied repeat customer who will most
likely send referrals your way.
 Remember, your future success relies upon
making the sale. So, always try to improve the
quality of your salespeople through training and
skills development.

32. Service Advisor Contest Roll Play
Observations
 Inviting Approach
 Focus Towards Actual Customer Concern (Problem ?)
 Understanding The Customer Need Or An Order Taker
(Suggestion)
 Rushing The Customer
 Estimated Time Required & Repair Estimate
 Status up-Date
 Deliver Preparation & Process
 Next Appointment & Business Appreciation
 Service Advisor’s Effort

33. THREE “P” ONE “S” CUSTOMER’S
LOYALTY
Performance
Perfection
Satisfaction
Perception
Infrastructure
Inviting Approach
Manpower
Skilled Staff
Customer Care
Timely Delivery
Operation Management
Fix it Right
Well maintained
Undivided Attention
Over All Satisfied
Professionalism
Regularly Maintained
Feel Valued
Recommendation
Quality Not Quantity
ISO Certification
Customer Meet
Valet Service
Free Check-up Campaign

34. Thank You