ASK for what you want

It's how we all close the deal.

Review these phrases as an example:

Can I rely on you to complete my performance survey?

This report is important to me, do you mind if I call you make sure all is well with your vehicle and remind you to send in the survey?

I am committed to be your service consultant, can I count on you to return my performance report?

I am going to call you in about a week to ten days to make sure all is well with your vehicle, and I would like to get you on filling 
out my performance report to GM, it is very important to me.

Would it be OK if I called you in a week or so to make sure all is well with your vehicle and as a reminder to fill out my performance report card to GM.

Bad speaking habits that need to be avoided:

"To tell the truth------You always tell the truth-right.
"Let me be honest with you-----when are you not honest.
"To be frank---who is frank?
"You have to----no they don't. 
"You'd better-----or what.  
"You must------no they don't.  

Customers chose to to do business with people they are comfortable with. Trust is earned. The above phrases can influence people,but they can also make influencing customers more difficult. Not to mention that you may come across sounding weak. 

Remember , beware of phrases that dictates to the customer what they have to do, instead of what they want to do. 

Thought teasers:

Start with these in your conversations with customers:

I have enjoyed helping you-----

What can I do to help you today?

Would you be so kind to give me additional info to get your car fixed.

Thats a good idea, do you mind if I share this with my manager?

Thank you for your business. 


Empathy:

Use these phrases:

I understand your concern

Others have asked me that same question

I can surely appreciate the way you feel

I am sorry this has happened to you. Let me take of this right now.

I completely understand your situation.


The 3 F's

Feel-----Felt-----Found

Examples:

1. I understand how you FEEL.
2. I have FELT that way myself.
3. What I have FOUND in my experiences.