The MHEDA Journal - Second Quarter, 2014 - (Page 40)
Six Secrets of Top Performers
BY JIM FACENTE
op quiz: Why are some dealers so much more profitable
than others? Creative Sales Solutions, the company that
administers the MHEDA Mystery Shopping and Sales
Training program, has the answer.
As a specialist in mystery shopping and sales training, Creative Sales
Solutions (CSS) has mystery shopped
thousands of parts, service and rental
employees representing every major
manufacturer. CSS found, without
question, that employees of the most
profitable dealers all possess a unique
set of customer service and selling skills
others did not. Top dealers understand
profit, growth and increased sales all
occur when employees possess and
use these skills.
Here are six secrets top parts and
service performers use that not only
increase sales but also enhance customer satisfaction.
1. The greeting - At the forefront
of CSS training is mystery shopping, where trainers can learn
a lot about an employee's commitment to customer service by
how customers are greeted over
An average employee simply
answers the phone with "Parts" or
"This is Bob," which can create a negative impression with customers. On the
other hand, top performers answer
the phone by stating their names,
the department in which they work
and offering to help the caller.
Ending an introduction with "How
may I help you?" may not seem like a
big deal but it sends a message to the
MHEDA | themhedajournal.org
customer, "I understand you have a
problem and I want to help you solve
it." Offering to help a customer is magical and it builds instant rapport.
CSS has mystery shopped nearly
2,000 parts, service and rental employees at businesses throughout North
America. While some employees state
their names, few expand the greeting to
include the department in which they
work and most fail to offer to help -
and help is why people call a business.
2. Power Questions - CSS has found
that power questions - questions that
yield insight into
problem - are used by top performers
to build strong customer relationships.
The first power question asked by
top performers is, "May I ask you a
couple of questions?" What makes this
so powerful is that customers notice
sincerity. When employees ask valid
questions about a customer's situation,
it shows they are focused on helping
to solve it.
When top performers receive the goahead to ask additional questions, they
follow-up with a series of diagnostic
and information-gathering questions to
identify and solve the problem. This is
how top performers gain instant credibility with customers.
Top performers understand that
establishing credibility is a vital first
step in developing lasting relationships
with customers. They also know that
power questions are the building blocks
that show customers your business is
genuinely interested in their problems.
3. Offering additional parts and
repairs - When a customer calls an
equipment dealership about a part or
to have something repaired, top parts
performers always offer additional
parts that could be needed for the job
and top service performers always
ask, "Other than this problem, are
you having any other problems with
the equipment?" This strengthens your
relationship with your customers in
1. It shows customers that your
employees want to be helpful and
are concerned about their problem.
2. It prevents the customer from
working on the equipment only
to discover additional parts are
needed to complete the repair.
Table of Contents for the Digital Edition of The MHEDA Journal - Second Quarter, 2014
From the Desk of Liz Richards
Ask Your Board
MHEDA Member Profile
Howard Bernstein and MHEDA: 60 Years of Superhero Leadership
Get Aggressive and Start Thinking Big
Managing an Acquisition
Creating a Best-in-Class Safety Program
Exhibitor Product Guide
MHEDA University Calendar
Inside, Outside or Upside Down
Six Secrets of Top Performers
Finding Your Path in (Or Out) of the Family Business
What is This Thing Called Employee Engagement?
‘Fleet Centricity’ and Finance Partners
Spotlight on Association News
Index of Advertisers by Product Category
The MHEDA Journal - Second Quarter, 2014