|Student pilots are taught early on in their training what to do if they get lost. The remedy is summed up by the three “C’s”- CLIMB, CONFESS, COMPLY. Climb up to a safer altitude, get on the radio and confess that you are lost, and then comply with the instructions given by the air traffic controller.|
The point is to realize that you are in trouble, ask for help quickly, and then do what it takes to resolve the situation.
We can learn from this aviation strategy here in the automobile business. New or inexperienced salespeople may at some point “paint themselves into a corner” with a customer by making a mistake and not knowing how to correct it or where to go for help. Salespeople need to know that the dealership has planned ahead for these situations.
Did you get into difficulty with a customer? If the answer’s yes, you probably have:
• Promised something you can’t get done.
If this problem is not handled right away, the:
• Customer gets angry.
Going back to the aerial advice, first you must CLIMB:
• Prepare to “rise” above the situation!
• Explain situation to manager, holding back nothing.
After confessing, it’s important to COMPLY:
• Follow your manager’s instructions.
Follow up to ensure satisfaction. Mangers also perform an important role in helping a sales associate find his or her way back to a happy customer.
• Realize that the first goal is to satisfy the customer, not punish the salesperson.
Managers must first get this process in place, communicate it to salespeople and make sure they learn from (and don’t repeat) their mistakes.
Salespeople, remember to make your customers happy, so you don’t lose sales! If you have to climb, confess and comply to keep them happy, so be it.
Auto retail veteran and F&I products expert Paul McCarthy has joined AUL Corp. as vice president of national sales.