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Providing sales and service follow-up calls to new car dealers for over twenty five years AUTOCOM Sales and Service Follow-up Calls Next >End.

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Presentation on theme: "Providing sales and service follow-up calls to new car dealers for over twenty five years AUTOCOM Sales and Service Follow-up Calls Next >End."— Presentation transcript:

1 Providing sales and service follow-up calls to new car dealers for over twenty five years AUTOCOM Sales and Service Follow-up Calls Next >End

2 Service follow-up efforts typically focus on identifying problems so you can 'fix' unhappy customers before they are sent a CSI Survey AUTOCOM Sales and Service Follow-up Calls < LastNext >End As important as these efforts are, if you want to compete in todays CSI arena they are not enough Heres why…

3 AUTOCOM Sales and Service Follow-up Calls < LastNext >End Top Box = 90% (90/100) Your Top Box would be 90%, right? Lets say that out of 100 customers who are surveyed If only it were that simple … and only 10 are not 90 are Completely Satisfied

4 Realistically only about 20% of these customers will respond to a CSI Survey AUTOCOM Sales and Service Follow-up Calls < LastNext >End Top Box = 50% (10/20) (No, this is not a trick question) The question is, are your unhappy customers more likely to be among the 20 who return the survey or the 80 who dont?

5 So unfortunately, your CSI is pretty much determined by all of your unhappy customers… AUTOCOM Sales and Service Follow-up Calls < LastNext >End Top Box = 50% (10/20) and only a small percentage of your Completely Satisfied customers Top Box = 90% (90/100) What can Autocom do about this?

6 Like any responsible call provider, we will inform you of unhappy customers in time to fix them before they are surveyed AUTOCOM Sales and Service Follow-up Calls < LastNext >End Top Box = 60% (12/20) So we go another step… But while these efforts might help you save a few surveys… Top Box = 50% (10/20) Its unlikely you will move very many truly unhappy customers to Completely Satisfied

7 We identify customers who are not truly unhappy but may not reply with Completely Satisfied AUTOCOM Sales and Service Follow-up Calls < LastNext >End Top Box = 70% (14/20) But we dont stop there either… and condition many of these customers to give you a Top Box response Top Box = 60% (12/20)

8 We also convince more of your customers to respond to the survey AUTOCOM Sales and Service Follow-up Calls < LastNext >End Top Box = 80% (24/30) By definition these extra responses come from satisfied customers, so the unhappy ones will have less impact on your scores Top Box = 70% (14/20)

9 So while we do tell you about unhappy customers so you can fix them… AUTOCOM Sales and Service Follow-up Calls < LastNext >End Top Box = 80% (24/30) Our biggest impact on your CSI comes from convincing more of your Completely Satisfied customers to answer the survey And we do condition your somewhat satisfied customers to give you a Top Box response… Top Box = 50% (10/20)Top Box = 60% (12/20)Top Box = 70% (14/20)

10 But whether you are shooting for Completely Satisfied, Very Satisfied, Excellent, Truly Outstanding, a Perfect 10, or something else the principles still apply. < LastNext >End AUTOCOM Sales and Service Follow-up Calls Please understand that this is a generic illustration and the labels we used may not match your manufacturers specific CSI program

11 Finally, my attorney insists I tell you that this is only an illustration, that individual results may vary, and all the other legal disclaimers you might expect < LastNext >End AUTOCOM Sales and Service Follow-up Calls Obviously we cannot solve your customer problems and we can't prevent your unhappy customers from expressing their dissatisfaction on the CSI Survey

12 What we can (and will) do is… < LastNext >End AUTOCOM Sales and Service Follow-up Calls Tell you about your unhappy customers before they are surveyed Condition more of your customers to provide a Top Box response Convince more of your Completely Satisfied customers to respond to the CSI Survey Because CSI is what we do… ALL we do.

13 Thanks for your time and attention If you have a CSI concern you could use some help with or just want to hear more about how our process works please call or Bill Hendricks, President Autocom, Inc Garfield Road, Suite B-1 Clinton Township, MI < LastEnd AUTOCOM Sales and Service Follow-up Calls


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