START BY ASKING GENERAL QUESTIONS ABOUT THE CUSTOMER’S EXPERIENCE OF THE CAR, FOR EXAMPLE:
· “How have you found your new car so far?”
· “Have there been any highlights or surprises in your driving experience so far?”
PREPARE SPECIFIC QUESTIONS RELATED TO WHAT YOU KNOW ABOUT THE CUSTOMER, FOR EXAMPLE:
· “You said you were going to make a long journey in the new car – how was it?”
· “You said your children were excited about seeing the new car – how did they react when you got home?”
FIND OUT IF THEY NEED ANY HELP TO GET THE MOST OUT OF THEIR NEW CAR
· “Are there any features of the car which you have found hard to operate”? (if required, offer a post-handover demonstration drive or a visit to the dealership so you can demonstrate the specific feature)
· “Have you had any problems with the car”? (if the answer is yes, find out more agree how they will be resolved)
· “Have you thought about any accessories that would add to your enjoyment of the car?” (you could offer to send the customer an accessories catalogue or merchandise catalogue if this may be of interest to them)
Prepare specific questions here - if for example the customer was worried that they would find a specific feature of the car hard to operate you should ask them about this during the call
ASK THE CUSTOMER FOR A REFERRAL
“I’m delighted that you are so pleased with your new car. I get a lot of my customers through recommendation. Do you have any friends or contacts who could be interested in buying a Jaguar Land Rover?”
CONFIRM THE NEXT CONTACT POINT
Let them know that they will shortly be receiving a customer satisfaction survey and encourage them to reply to it
Unless you have agreed something different during this call, confirm that the next contact will be the 8-week follow up call
©Jaguar Land Rover 2014