GROWING SALES ONE SATISFIED CUSTOMER AT A TIME
Nothing really happens until a sale is generated. So… if growing sales is a priority for your collision center, this interactive two-day program is for you. Come learn how a professional, consultative selling process will increase your business while simultaneously creating satisfied customers one at a time. J.D. Power research shows that a positive customer experience is the foundation to growing sales as well as maximizing customer satisfaction. You will discover how the MVP Evolution of Selling can be an effective way to cultivate additional sales while building customer loyalty for future referrals.
There has been a fundamental shift in selling theory reflecting the impact of an increasingly competitive marketplace, as well as a more informed customer base. The result is an educated customer who expects to be treated with respect and involved the selling process! The MVP Evolution of Selling course actively seeks to meet this need through a consultative sales and customer service approach. Research shows this approach will grow collision center sales and result in increased customer satisfaction. If growing sales is important to you, don’t miss this highly interactive class with exercises, role plays, and case studies that help build a strong, consistent, repeatable sales process for your company.
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COURSE OBJECTIVE
To provide techniques and training for building a loyal customer base
TOPICS COVERED
THE EVOLUTION OF SELLING – There has been a steady evolution and refinement of the sales process from the early days of “You can have any color you want as long as it is black.” Today’s customer is highly educated, has more choices available, and expects to be involved in the selling process. Implementing a collaborative sales approach, that is customer focused, helps you understand and fulfill the needs of your customers. When the customers become involved in the process, you will naturally close more sales due to their involvement in the process!
THE MVP SALES PROCESS – Nothing impacts a collision center more than their ability to close a sale. Yet, many owners, managers, estimators and customer service personnel fail to use a proven, repeatable, sales process to interact with their customers. The 5-Step MVP Sales Process provides a verified approach for closing more sales and building the foundation for a positive repair experience. Come learn the core principles this consultative selling method and turn more estimates into repair orders.
J.D. POWER MARKET RESEARCH FINDINGS – Based on an extensive market study, J.D. Power research reveals how customers perceive the repair process, their expectations for your company, and how their satisfaction is directly related to how they are treated during 14 critical steps of the repair experience. Recognizing, understanding, and responding to these critical touch-points can have a very positive impact on your customers and increase your business.
ENGAGING THE CUSTOMER FOR SALES SUCCESS – Many collision centers invest significant funds to market and attract customers to their business. However, failure to provide a positive engagement experience once they arrive can significantly reduce the opportunity to close the sale and could result in the erosion of your marketing efforts. This course will help you build a dynamic approach that engages your customers and results in a positive repair experience that drives repeat and referral business to your doors.
AGREE TO CLOSE THE SALE – Perhaps the greatest challenge for some is asking for the sale. While this statement seems hard to believe, statistics prove that that asking for the business is one of the most often overlooked parts of the sales process. The MVP Evolution of Selling approach will help you break this cycle and close more sales. When saying yes becomes a natural part of the sales engagement, both the sales person and the customer are more at ease and respond positively.
CUSTOMER SATISFACTION & FOLLOW-UP – Are you creating customers for life? J.D. Power research confirms that high customer satisfaction is directly connected to the entire repair experience. This includes how the claims process is handled with the insurance provider, the level communication during the repair cycle, the quality of the repair, the fulfillment of commitments made, and the on-time delivery of the vehicle. Discover how you can reap award winning customer satisfaction ratings through focusing on the customer by implementing a formal course of action that insures consistent, repeatable customer satisfaction.
WHO SHOULD ATTEND
Shop Owners, Estimators, Managers & Key Personnel
COURSE LENGTH
2-day class
CLASS SIZE
10 minimum, 20 maximum
CERTIFICATION & TRAINING MATERIALS
I-CAR students are eligible to receive 3.50 Gold Class points for this course. Automotive Management Institute (AMI) students are eligible to receive 28 Accredited Automotive Manager (AAM) credits. Participants will receive a student manual, course hand-outs, lunch, refreshments, and an MVP certificate of completion.
MINIMUM REQUIREMENTS
Any PPG or Nexa Autocolor™ customer is eligible to attend any MVP Business Fundamentals course
FOR REGISTRATION
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FOR MORE INFORMATION
MVP Hotline: 1-800-970-2283 or (440) 572-6199
MVPmailbox@ppg.com