The BDC experts Proactive Dealer Solutions doesn’t need to tell you that you deal with challenges every single day at your dealership. The question isn’t if the question is how do you deal with what we like to call “challenging opportunities” when they occur.

What not to do:

Best Practices

Have a process in place to deal with these concerns and turn these problems into opportunities for the store.

One: Listen to the customer and do your best to slow down and understand the problem. If you don’t understand the problem you will most likely not be able to resolve the problem or turn it into an opportunity.

Two: Ask the customer to clarify the problem if it is unclear and make sure a manager or your supervisor call the customer back to address the problem in a timely and professional manner.

Three: Make sure that the next steps you have told the customer will happen do.

Four: Even if the customer is rude, argumentative, and offensive, remain polite and helpful. Most customers will eventually come around and in some cases even apologize for their behavior.

Five: Remember that five to ten percent of the population is a little off anyway, and you can’t help them anyway.

Six: If you help the other 90% of the population you have done better than most.

If you have questions, feedback, or would like to see how the BDC experts can supercharge your BDC call us anytime at 1 877 452 2753

http://www.bdcexperts.com