1. Aftersales Experience
Confidence Matters

2. Confidence Matters
Session Learning Objectives
Session Agenda
Professional Appearance
Key Learning Points
Customers feel confident when you look
credible and trustworthy
Professional Behaviour
Practice Scenarios
Present a confident, positive manner
Professional Understanding
Demonstrate that you know your business
Action Planning

3. Confidence Matters
Professional Appearance
Look like you
mean business
Look and behave like a professional
and customers will believe it.
•
•
•
•
Dress as you want others to see you
Look pressed and tidy
Check your appearance throughout
the day
Distribute any business cards from a
proper holder
Always appear
calm
Customers are more likely to trust a
professional who appears
composed and relaxed.
•
•
•
Avoid showing stress, even in chaos
Take deep breaths to calm the nerves
Thoughtful silences suggest
intelligence
Exhibit
efficiency
Customers appreciate professionals
who exhibit organisational skills,
clear thought and swift action.
•
•
•
•
•
Anticipate customer needs
Know where things are
Keep frequently-used items in reach
Know the availability of services etc.
Prepare during slow periods
•
Move quickly for time pressured
customers and to manage long
queues

4. Confidence Matters
Professional Behaviours
Avoid
aggressive
behaviour
Anger, hostility or intimidating
behaviour undermines your
perceived professionalism, and will
lose you and your dealership
business.
•
•
•
•
•
•
Hide anger or frustration
Think before you speak
Maintain a calm voice tone
Avoid aggressive body language
Avoid aggressive facial expressions
Avoid insults and sarcasm
Avoid passive
behaviour
Signs of weakness or lack of
confidence undermines perceived
professionalism.
•
Maintain confident posture and body
language
Speak with authority
Do not fold under pressure
Keep your promises
Explain invoices clearly
Take on a positive leadership role
with your customers.
Aim for
assertive
behaviour
Represent yourself and your
dealership with confidence and
authority, while keeping in mind the
interests of the customer.
•
•
•
•
•
•
•
Say what needs to be said, with care
Use diplomatic language
Keep in mind the long-term
consequences of your decisions and
actions

5. Confidence Matters
Professional Behaviours
Non-verbal Signals
Assertive
Aggressive
Passive
• Eye contact
•
Focused eye contact
• Quiet voice
• Neutral expression or
smile
•
Forward leaning
• Nervous laugh
•
Clenched jaw
• Lack of eye contact
•
Rolling eyes
• Fidgeting
•
Table tapping
•
Raised voice
•
Clenched arms/fists
• Upright posture
• Relaxed arms
Examples of diplomatic / assertive language
“That’s a
good point.”
“I see what
you mean.”
“Let’s try to
resolve this
together.”
“I would like to
hear your point
of view.”
“Let’s find a
compromise.”

6. Confidence Matters
Professional Understanding
Promote
dealership
expertise
Customers want to know that their
dealership provides quality.
Demonstrate integrity and
judgement
Exhibit
personal
expertise
Customers want quality service and
value for money. A perception of
expertise adds value.
Use your judgement to give the
most appropriate and helpful advice
to customers.
Explain future
needs
Customers feel more confident
when they can anticipate future
needs.
Promote:
• Technicians’ training and experience
• High quality products and parts
• The benefits of EVHC
• Refer to the ‘Brand’
•
Clearly explain the diagnosis and/or
the prescribed action
•
Answer questions in a professional
manner
•
Reassure – “in my experience…”
Don't:
 Appear arrogant
 Disregard customer's knowledge or
expectations
•
Review what has already been done
•
Explain future needs - what needs to
be done, why and when
•
Explain potential needs – ‘nice to

7. Confidence Matters
Professional Understanding
Warning
Avoid technical jargon that your customer may not understand

8. Confidence Matters
Promote Dealership Expertise
• An ideal time to promote Dealership expertise is at the point of ‘making the appointment’
or ‘vehicle reception’.
• Help your customer to carry on with their day confident that their car is in good hands
Explain the EVHC
• Explain the EVHC system
• Include in your explanation:
Spot safety related problems that may otherwise go unnoticed
Problems found early may prevent them becoming worse or
more costly or inconvenient
Some items may be an MOT failure
The experience of your technicians (use the Brand)
Recommended by (Brand)

9. Confidence Matters
Promote Dealership Expertise
• Another opportunity to promote Dealership expertise is at the point of ‘vehicle handover’
when explaining the invoice.
• A clear explanation can improve Customer satisfaction by emphasising the value in them
using your services and reassuring them that they have received the best service.
Explain the invoice
• Include in your explanation:
The work completed and parts used
The experience of your technicians (use the Brand)
The quality of your parts (use the Brand)
Any ‘free of charge’ items (including the EVHC)

10. Confidence Matters
Professional Appearance
Professional Understanding
Customers feel confident when you look
credible and trustworthy
Demonstrate that you know your business
Look like you mean business
Always appear calm
Exhibit efficiency
Professional Behaviour
Communicate in a confident, positive manner
Avoid aggressive behaviour
Avoid passive behaviour
Aim for assertive behaviour
Promote dealership expertise
Exhibit personal expertise
Explain future needs