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Customer Connection: Building Rapport

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Questions and Answers

Which of the following actions is NOT part of effectively acknowledging and greeting a customer?

Asking clarifying questions about the customer’s needs

Ignoring the customer until approached (correct)

Introducing oneself and stating the dealership name

Reviewing online leads and preparing for the interaction

What is the primary purpose of asking clarifying questions during customer interactions?

To sell additional products immediately

To make the interaction longer and more complex

To assess how much the customer has spent in the past

To determine the customer's specific needs and preferences (correct)

In preparing for the Customer Connection step, which material should be reviewed beforehand?

Customer's previous purchase history

The dealership's financial statements

Online leads and relevant brochures (correct)

Social media posts about the dealership

Which of the following best describes a significant part of providing customer information during an interaction?

<p>Providing access to online resources to assist decision-making</p> Signup and view all the answers

What is a crucial aspect of confirming the purpose of the customer's visit?

<p>Understanding their intended use of the vehicle</p> Signup and view all the answers

Study Notes

Customer Connection: Building Rapport

Prompt Acknowledgement: Greet customers promptly, whether in person or online, and offer assistance. Confirm the purpose of their visit or inquiry.
Introduce Yourself and Dealership: Introduce yourself and state the dealership's name.
Clarifying Questions: Ask questions to understand the customer's research level, desired vehicle features, accessories, and intended use.
Research & Preparation: Review online leads and prepare for the interaction. Gather relevant materials like brochures, available vehicles for display/test drives, and financing options for the customer's target vehicle.
Online Resources: Provide customers with access to online resources that aid their decision-making process.

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Description

This quiz focuses on effective customer interaction techniques in the automotive industry. Learn to greet customers, introduce yourself, and ask relevant questions to understand their needs better. Enhance your ability to build rapport and provide valuable resources for decision-making.