After-Sales Service and Customer Retention
- Description
- Curriculum
- FAQ
- Reviews
The “After-Sales Service and Customer Retention” course provides automotive sales professionals with a thorough understanding of the essential components of after-sales service, customer engagement, and retention strategies. This course covers critical aspects such as vehicle evaluation, technological tools for appraisals, collaboration with management, navigating the F&I process, and the car registration process in South Africa. Participants will refine their skills to ensure a seamless customer experience, from vehicle selection to ongoing after-sales support.
Target Audience
This course is ideal for automotive sales professionals, customer service representatives, dealership staff, and anyone interested in enhancing their skills in after-sales service and customer retention.
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2.1 Importance of Customer Relationships -
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2.2 Developing Personalized Customer Experiences
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2.3 Leveraging Social Media for Customer Engagement
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2.4 Managing Customer Complaints and Conflict Resolution
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8
2.5 Building Trust through Transparency
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2.6 Loyalty Programs and Referral Incentives
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2.7 Consistency in Multi-Channel Customer Experience
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Quiz
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20
4.1 Loyalty Programs and Incentives
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4.2 Handling Complaints and Issues
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4.3 Proactive Communication Strategies
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4.4 Customer Feedback Mechanisms
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4.5 Enhancing the Customer Experience
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25
4.6 Leveraging Technology for Retention
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4.7 Success Stories and Case Studies
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27
4.8 Measuring Retention Success
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28
Quiz
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33
6.1 Skills Required for After-Sales Professionals
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6.2 Creating a Culture of Service Excellence
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35
6.3 Continuous Learning and Development
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6.4 Customer Feedback Integration
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37
6.5 Soft Skills Development
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38
6.6 Performance Assessment and Feedback
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6.7 Role-Playing and Simulation Training
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40
6.8 Cross-Training Opportunities
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6.9 Technology Utilization in Training
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Quiz
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51
8.1 Innovations in After-Sales Service
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8.2 Preparing for Industry Changes
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8.3 The Impact of Electric Vehicles (EVs) on After-Sales Service
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8.4 Evolving Regulatory Standards
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8.5 Enhancing Customer Loyalty through After-Sales Innovations
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8.6 The Role of Data Analytics in Future Service Models
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8.7 Challenges and Opportunities in After-Sales Service
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58
Quiz
