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Providing sales and service follow up calls to new car dealers for over twenty five years

AUTOCOM lllSales and Service Follow-up Calls

Providing

sales and service

follow-up calls

to new car dealers for over twenty five years

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Providing sales and service follow up calls to new car dealers for over twenty five years

AUTOCOM lll

Sales and Service Follow-up Calls

Service follow-up efforts typically focus on identifying problems so you can 'fix' unhappy customers before they are sent a CSI Survey

  • As important as these efforts are, if you want to compete in today’s CSI arena they are not enough

Here’s why…

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Providing sales and service follow up calls to new car dealers for over twenty five years

AUTOCOM lll

Sales and Service Follow-up Calls

Let’s say that out of 100 customers who are surveyed

90 are Completely Satisfied

… and only 10 are not

Your Top Box would be 90%, right?

If only it were that simple

Top Box = 90% (90/100)

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Providing sales and service follow up calls to new car dealers for over twenty five years

AUTOCOM lll

Sales and Service Follow-up Calls

Realistically only about 20% of these customers will respond to a CSI Survey

The question is, are your unhappy customers more likely to be among the 20 who return the survey or the 80 who don’t?

(No, this is not a trick question)

Top Box = 50% (10/20)

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Providing sales and service follow up calls to new car dealers for over twenty five years

AUTOCOM lll

Sales and Service Follow-up Calls

So unfortunately, your CSI is pretty much determined by all of your unhappy customers…

and only a small percentage of your Completely Satisfied customers

What can Autocom do about this?

Top Box = 50% (10/20)

Top Box = 90% (90/100)

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Providing sales and service follow up calls to new car dealers for over twenty five years

AUTOCOM lll

Sales and Service Follow-up Calls

Like any responsible call provider, we will inform you of unhappy customers in time to ‘fix’ them before they are surveyed

But while these efforts might help you save a few surveys…

It’s unlikely you will move very many truly unhappy customers to Completely Satisfied

So we go another step…

Top Box = 60% (12/20)

Top Box = 50% (10/20)

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Providing sales and service follow up calls to new car dealers for over twenty five years

AUTOCOM lll

Sales and Service Follow-up Calls

We identify customers who are not truly unhappy but may not reply with Completely Satisfied

and condition many of these customers to give you a Top Box response

But we don’t stop there either…

Top Box = 70% (14/20)

Top Box = 60% (12/20)

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Providing sales and service follow up calls to new car dealers for over twenty five years

AUTOCOM lll

Sales and Service Follow-up Calls

We also convince more of your customers to respond to the survey

By definition these ‘extra’ responses come from satisfied customers, so the unhappy ones will have less impact on your scores

Top Box = 80% (24/30)

Top Box = 70% (14/20)

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Providing sales and service follow up calls to new car dealers for over twenty five years

AUTOCOM lll

Sales and Service Follow-up Calls

So while we do tell you about unhappy customers so you can ‘fix’ them…

And we do condition your somewhat satisfied customers to give you a Top Box response…

Our biggest impact on your CSI comes from convincing more of your Completely Satisfied customers to answer the survey

Top Box = 80% (24/30)

Top Box = 50% (10/20)

Top Box = 60% (12/20)

Top Box = 70% (14/20)

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Providing sales and service follow up calls to new car dealers for over twenty five years

AUTOCOM lll

Sales and Service Follow-up Calls

Please understand that this is a generic illustration and the labels we used may not match your manufacturer’s specific CSI program

But whether you are shooting for Completely Satisfied, Very Satisfied, Excellent, Truly Outstanding, a Perfect 10, or something else the principles still apply.

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Providing sales and service follow up calls to new car dealers for over twenty five years

AUTOCOM lll

Sales and Service Follow-up Calls

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

Obviously we cannot solve your customer problems and we can't prevent your unhappy customers from expressing their dissatisfaction on the CSI Survey

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Providing sales and service follow up calls to new car dealers for over twenty five years

AUTOCOM lll

Sales and Service Follow-up Calls

What we can (and will) do is…

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.

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Providing sales and service follow up calls to new car dealers for over twenty five years

AUTOCOM lll

Sales and Service Follow-up Calls

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 email

Bill Hendricks, President

Autocom, Inc.

37040 Garfield Road, Suite B-1

Clinton Township, MI 48036

586-263-8160

[email protected]

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