Avoiding CSI Tar Pits For Customer Services
Avoiding Tar Pit 1
The CSM Associate will greet all clients, sit them down in a welcome area, get contact information, determine what the client hopes to accomplish in the visit and help the client establish a plan for getting their next car.
CSMA provides all the training including the word tracks and scenarios for the CSM Associates to make all clients feel welcome and eager to get their buying adventure underway.
Hi – I’m just looking
Here’s my card. Come and get me when you find something.
Hi – Can you give me a brochure?
Sure. Here it is. G’bye. Be sure to ask for me when you come back!
Hi – Who wants to sell me a car?
I’m with a client. Let me get the greenpea.
Avoiding Tar Pit 2
The salesperson escorts the client to the CSMA desk and lets the client know he will be getting the car ready for delivery. The CSM Associate provides an accurate asessment of the time until F&I will be ready with the paperwork. The CSM Associate sets up Onstar equivalent, satellite radio and any other computer mediated adds. The CSM Associate then goes over manuals, and lets client know what to expect in F&I.
Procedures for longer delays due to a line for F&I will be established.
CSMA provides all the training including the word tracks and scenarios for the CSM Associates to smooth the transition to F&I.
Congratulations!
You got your deal!Â
I will take your car to the get ready department so it will be ready when you finish up in F&I. It will be a few minutes to get the paperwork ready, so have a seat in front of our TV streaming commercials and they will call us when they are ready.Â
Oh, yeah, if you hear your name called and I’m busy, go see George.
Avoiding Tar Pit 3
The CSM Associate guides new owner through car in an organized manner, focusing on the “cool” features, using humor as a mnemonic for infrequently used or incorrectly used features.
Just before calling salesperson and/or sales manager the CSM Associate will remind new owner that the CSM Associate’s cell phone is in new owners cell, and CSM Associate should be called with any issues that new owner has. Things they forgot, process issues, etc.
Salesperson brings second key, key chain, and sales manager if desired, for ownership transfer ceremony.
CSMA provides all the training including the word tracks and scenarios for the CSM Associates to provide a memorable and enjoyable orientation for the Completely Satisfied Customer.