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Gaining the iVHC Edge_241117

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Visual Spiders

on 24 November 2017

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Transcript of Gaining the iVHC Edge_241117

GAINING THE VHC EDGE
How to Win by Doing the Basics Brilliantly Well
HOUSEKEEPING
Workshop Timings
Refreshment Breaks
Toilets
Fire Alarm
Smoking
PARTICIPANT APPLICATION
Enjoy Yourself
Mobile ‘Phones in Off Position
Punctual Break Returns
No Wrong Answers
Feel Free to: Agree/Disagree,
Pass Comment & Ask Questions
Make Suggestions
Action
plan
SESSION 1
Welcome, Introductions & Workshop Objectives
WORKSHOP OBJECTIVES
Companies successful in creating both functional and emotional customer bonding had higher cross-sell ratios (82% vs 16%) compared with those that didn’t
Source: IBM ‘Study’/Ogilvy Loyalty Index/BrandZ
SESSION 2
Cogs Within
The Clock
SESSION OBJECTIVES
The scope of shared responsibility
Individual cog importance and influence
The consequence of cog breakdown
During this session we will be discussing
What are the consequences of a VHC cog breakdown?
Customer dissatisfaction
SESSION 3
Organising The Cogs
SESSION OBJECTIVES
Cog segmentation
During this session we will be discussing
Example one litre back-up oil supply value building statement
SESSION OBJECTIVES
The key qualities of effective iVHC sales
During this session we will be discussing
What are the key qualities of
maximising the iVHC Opportunity?
Mention iVHC during the Pre-Call
Mention video technology during the Pre-Call
Confirm preferred method of receiving video
Educate the customer via the iVHC takeaway
Invite the customer to pre-authorise the work
Establish average
annual mileage
Speed of pricing
What are the key qualities of maximising the iVHC Opportunity?
Informative and engaging technician videos
Specific call structure to gain agreement on work
Know how to tactfully progress the “no’s”
Adopt the SOS (sell or schedule) approach
Dedicated follow-up process
Aftersales Manager to ‘second face’ the lost sales
SESSION 5
“Yes Lives in the Land of “No”
SESSION OBJECTIVES
During this session we will be discussing
The definition of the term ‘objection’
How to respond when the customer says “no”
What is a definition of the term ‘objection’?
The customer’s request for further information before making a buying decision
What is a universal method for handling customer concerns?
FEEL
(demonstrates empathy)
FELT
(provides validation)
FOUND
(provides a reason to change mind)
What specific actions prior to the customer’s
visit will have a positive impact
on VHC performance?
Review previous VHC result and reference during the pre-call
SESSION 4
The Outbound
VHC Call
SESSION 5
Handling Objections
Upon completion of the workshop you will be able to:
Provide the customer with the ability to make an informed decision
Effectively position the VHC with the customer 
Improve the efficiency of internal processes
Facilitate growth by introducing new initiatives
Sell more red and
amber work
Increase
personal income
Lost sales
Lost profit
Customer attrition
Departmental inefficiency
Departmental negativity
Increased costs
Opportunity to earn bonus is decreased
Driving cog efficiency
Manage customer expectation regarding the VHC and associated video during the pre-call
Ensure availability of required parts
Effective workshop diary control to facilitate efficient workshop loading
What specific actions during the customer’s visit will have a positive impact on VHC performance?
Utilise laminated explanatory leaflet at the time of vehicle drop off
Draw attention to the online authority function
Demonstrate communication of video e.g. text
Invitation to
pre-authorise work
Distribution of work to ensure VHC completed in a timely manner
Focus on issues reported by the customer
What specific actions after the customer’s initial visit will have a positive impact on VHC performance?
Prioritisation of jobs
Speed of pricing
Technician video quality
Video quality check by Service Advisor
Efficient video distribution
Adopt recommended Service Advisor VHC outbound telephone call structure
Build trust and confidence with USP’s e.g. Price Promise, genuine parts and period of warranty
Service Manager to second face the red declines
Deferred booking loyalty reward
of 10%
SESSION OBJECTIVES
During this session we will be discussing:
The importance of a call structure
Integration of the technician’s video
Building value into the Swansway proposition 
SESSION OBJECTIVES
During this session we will be discussing:
A definition of the term ‘objection’ 
A proven framework for handling objections
Various options to facilitate gaining agreement
OBJECTION?
The customer’s request for further information before making a buying decision
WHAT IS AN
WHAT IS THE RECOMMENDED FRAMEWORK FOR HANDLING OBJECTIONS?
EEL
Demonstrates empathy
ELT
Validates the objection
OUND
Gives the customer a reason to change their mind
SESSION 6
Workshop Review and Action Plan
SESSION OBJECTIVES
During this session we will be discussing:
Key learning points
Action plan commitments
VHC OUTBOUND CALL STRUCTURE
MOVING THINGS FORWARD....
“What gets checked gets done”
“What gets measured improves”
Full transcript