Digital Dealer - February 2019 - 42

S A L E S & VA RIABL E OPS: Hir in g /Tr a in ing

By Katia Tikhonravova
Owner,
Corporation Clinic

6 Questions to
Ask Associates
to Evaluate Their
Customer Service
Skills
Hiring and retaining
sales professionals and
service advisors who
possess great customer
service skills and are also
trainable for improving
these relational skills-this

is your goldmine. In order to
stay competitive in the
marketplace, you must
constantly improve your
associates' skills. Yet,
before you can help them
improve their skills, you

have to evaluate their
current level of relational
skills.
It is pointless to ask
associates directly, "How
are your relational skills?"
What people say they do

and what they actually do
does not always match. If
you ask your associates directly about their relational
skills, they will tell you how
wonderful they are. This is
because they know their
job stability and possible
advancement opportunities
depend on it. So, naturally
they would try to protect
themselves (you would
too) and highlight their
own strengths (sometimes
unrealistically).
The goal is to ask
questions indirectly, which
will provide more accurate
answers. Here are six
questions to ask your sales
professionals and service
advisors.

1. WHAT WOULD
MAKE SOMEONE YOUR
FRIEND? This question will

let you know what relational skills a service advisor
values in others. Typically,
because people want to
be liked, they will practice
relational skills they like
in others. For instance,
if a service advisor said,
"For me, the true friend is
someone who will stand
by my side, even when everyone else walks away."
Indirectly they tell you that
they will not walk away
from their friends (and their
customers) in the moment
of need. They will try to
help customers with automotive repairs even when
customers cannot help
themselves.
2. HOW WOULD YOUR
BEST FRIEND DESCRIBE
YOU? This question will

stimulate service advisors
to analyze their relationships with friends and
42

FEBRUARY 2019

D I G I TA L D E A L E R . C O M



http://www.DIGITALDEALER.COM

Digital Dealer - February 2019

Table of Contents for the Digital Edition of Digital Dealer - February 2019

Digital Dealer - February 2019
Contents
A Message from the Show Director
Seven Truths That Maximize Talent
Leaders Simplify the Complex
Pioneering the Unknown
Tesla Suffers Another Setback
An Advocate Leading Your Team to Victory
Interview with 2019 NADA Chairman
New Year and New Changes: Stop Looking for the Magic Pill
Create a Lasting Impression
How to Safeguard Your Dealership's Social Media Accounts
How to Prepare for Digital Retailing
The Power of Aggressive Broadcast Negotiation!
Pre-Show Highlights: Digital Dealer 26 Sessions
The Biggest Thought Shift You Need to Make This Year
Three Ways to Fix “F&I Apathy” on Your Showroom
Collision Estimator Interactions
6 Questions to Ask Associates to Evaluate Their Customer Service Skills
Why Word Tracks Fail You, and What You Can Do About It
Creating a Sales Culture in Fixed Ops!
Digital Dealer - February 2019 - Digital Dealer - February 2019
Digital Dealer - February 2019 - Cover2
Digital Dealer - February 2019 - 1
Digital Dealer - February 2019 - Contents
Digital Dealer - February 2019 - 3
Digital Dealer - February 2019 - A Message from the Show Director
Digital Dealer - February 2019 - 5
Digital Dealer - February 2019 - Seven Truths That Maximize Talent
Digital Dealer - February 2019 - 7
Digital Dealer - February 2019 - Leaders Simplify the Complex
Digital Dealer - February 2019 - 9
Digital Dealer - February 2019 - 10
Digital Dealer - February 2019 - 11
Digital Dealer - February 2019 - Pioneering the Unknown
Digital Dealer - February 2019 - 13
Digital Dealer - February 2019 - Tesla Suffers Another Setback
Digital Dealer - February 2019 - An Advocate Leading Your Team to Victory
Digital Dealer - February 2019 - 16
Digital Dealer - February 2019 - 17
Digital Dealer - February 2019 - Interview with 2019 NADA Chairman
Digital Dealer - February 2019 - 19
Digital Dealer - February 2019 - 20
Digital Dealer - February 2019 - 21
Digital Dealer - February 2019 - New Year and New Changes: Stop Looking for the Magic Pill
Digital Dealer - February 2019 - 23
Digital Dealer - February 2019 - Create a Lasting Impression
Digital Dealer - February 2019 - 25
Digital Dealer - February 2019 - How to Safeguard Your Dealership's Social Media Accounts
Digital Dealer - February 2019 - 27
Digital Dealer - February 2019 - How to Prepare for Digital Retailing
Digital Dealer - February 2019 - 29
Digital Dealer - February 2019 - The Power of Aggressive Broadcast Negotiation!
Digital Dealer - February 2019 - 31
Digital Dealer - February 2019 - Pre-Show Highlights: Digital Dealer 26 Sessions
Digital Dealer - February 2019 - 33
Digital Dealer - February 2019 - 34
Digital Dealer - February 2019 - The Biggest Thought Shift You Need to Make This Year
Digital Dealer - February 2019 - 36
Digital Dealer - February 2019 - 37
Digital Dealer - February 2019 - Three Ways to Fix “F&I Apathy” on Your Showroom
Digital Dealer - February 2019 - 39
Digital Dealer - February 2019 - Collision Estimator Interactions
Digital Dealer - February 2019 - 41
Digital Dealer - February 2019 - 6 Questions to Ask Associates to Evaluate Their Customer Service Skills
Digital Dealer - February 2019 - 43
Digital Dealer - February 2019 - Why Word Tracks Fail You, and What You Can Do About It
Digital Dealer - February 2019 - 45
Digital Dealer - February 2019 - Creating a Sales Culture in Fixed Ops!
Digital Dealer - February 2019 - 47
Digital Dealer - February 2019 - 48
Digital Dealer - February 2019 - Cover3
Digital Dealer - February 2019 - Cover4
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