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

  2. 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… < Last End Next >

  3. 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) < Last End Next >

  4. 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) < Last End Next >

  5. 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) < Last End Next >

  6. 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) < Last End Next >

  7. 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) < Last End Next >

  8. 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) < Last End Next >

  9. 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) < Last End Next >

  10. 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. < Last End Next >

  11. 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 < Last End Next >

  12. 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. < Last End Next >

  13. 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 bill@autocom.org < Last End