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QX | Dealer Customer Service Program MODULE 2
7
DidYouKnow?
93% of customers indicated that quality customer service
was vital to maintaining brand loyalty.
1
Get to Know Your Products
Making a Good First Impression
It is important to make a good impression in the fi rst 20 seconds of a call. Customers like being treated as
individuals and referred to by name. Write down the customer’s name so you can remember it and use it
throughout the conversation.
Also, customers value the following qualities the
most in a customer service representative:
• Attention
• Dependability
• Promptness
• Competence
Once you become a skillful listener, you need product competence in order to build trust with your customers.
You are their source of information and knowledge about your products. If you demonstrate competence,
most customers will return to you when they need another product in the future.
Recall from Module 1 “Choosing the Right Product.” Refer back to that section to know which products
to recommend if needed. Customers may call you because they are dissatisfi ed with their last supplier.
Here’s your opportunity to shine!
I’ll be happy to
help you with that,
Mrs. Smith.