Two of the key skills of any manager is the ability to second face and overcome objections and to successfully deal with customer complaints. In this section of the course you will learn how to execute both of these scenarios. Having worked with many managers over the years it has always surprised me how many have just one method to overcome a customer's objection to buying a vehicle or one of our value added products. This section builds on the methods outlined in Automotive Sales Management Programme Part 6 Finance and Insurance. During these lectures you will discover over 20 ways to overcome an objection. By having a variety of options, you will be able to successfully convert more customers.

It is has always made me frustrated that on becoming a manager, an individual is not formally trained in how to deal with customer complaints. As the figurehead of the department you become the focus of customers when they feel your business has failed them. Most managers in our industry learn from their mistakes in this area. However, why would we wish to sacrifice customer relationships needlessly. In these lectures you will be guided through the 12 steps to taking ownership of customer complaints which result in reinforced relationships.

As an added bonus you will also receive two additional lectures.

1. SocialMedia - in this lecture we discuss how to get the best results when using social media.

2. Handovers - In this lecture I will guide you around a vehicle, pointing out the things that a seldom done on handovers but make the biggest impact on customers survey returns and maximum satisfaction.

Enjoy the course.