Information
-
RA#:
-
Conducted on
-
Prepared by
-
Associate:
-
Associate Agent ID:
CFF
STEP #1
-
#1 Creates a positive first impression/uses proper greeting
-
#2 Assumptively asks for Aeroplan (Avis) or Airmiles (Budget) card
-
#3 Asks customer if he/she will be the only driver of the vehicle
STEP #2
-
#4 Gets the conversation started be engaging in question-led dialogue using 5W's or "how"
-
#5 Actively listens to the customer through body language/confirmation gestures.
-
#6 Confirms understanding of information discovered by restating at least 3 pieces of informationabout the customers needs/wants in his/her own words
-
#7 Enhances the conversation by sharing insights based on discovered information about the customers needs/wants in his/her own words
STEP #3
-
#8 Uses a direct statement when presenting the vehicle such as "I recommend" or "'I suggest"
-
#9 Uses Top Down Selling when presenting vehicle: Best Available
-
#10 Uses 2 features and 2 benefits offirst vehicle offered, based on customer's needs
-
#11 Uses customer focused pricing:>$15 Can/Special/Savings>$15 "Only a difference of"
-
#12 Handles customer objections (association discount, alternate vehicle)
STEP #4
-
#13 Offers combined package using assumptive language
-
#14 Responds to any objection with complete protection package
-
#15 Uses transition phrase to match customers objections
-
#16 Drops down to individual or combination of individual products
STEP #5
-
#17A Presents Travel Tab/ Garmin using assumptive language/features & benefits
-
#17B Handles objestions and/or drops down to Garmin from Travel Tab
-
#18 Presents GSO/FSO using assumptive language/features & benefits
-
#19A Presents other products /services
-
#19B Presents FX Now when prompted using assumptive language/features & benefits
STEP #6
-
#20 Closes positively (3 Things to say, 3 things to do)
-
#21 Uses "accept full financial responsibility" instead of 'decline coverage"
-
#22 Explains EZ Fuel
-
#23 Reviews Smoke Free Fleet, Damage Inspection, Late Fees
-
#24 Personalizes close/exiting instructions/uses name/thanks the customer
CORE A: Attitude
-
A) Smiles Appropriately
-
B) Establishes and maintains eye contact
-
C) Creates a positive atmosphere
CORE K: Knowledge
-
D) Present products/services/policies through benefit-driven dialogue
-
E) Demonstrates product belief by following the suggested price minimums
-
F) Follow the order of the customer service/sales step process
CORE S: Style
-
G) Presents in a clear and concise manner
-
H) Employs an appropriate volume, pacing and inflection when speaking
-
I) Avoids negative body language
-
J) Keeps customer engaged in conversation
STRENGTH:
-
WHEEL STEP STRENGTH:
-
STRENGTH BEHAVIOUR:
-
WHY IT IS IMPORTANT:
-
WHAT YOU DID:
OPPORTUNITY:
-
WHEEL STEP TO IMPROVE UPON:
-
WHEEL BEHAVIOUR TO IMPROVE UPON:
-
WHY IT IS IMPORTANT:
-
WHAT YOU DID:
FOLLOW UP ACTIVITY
-
U GAUNTLET
-
C GAUNTLET
-
F&B MEMEORY
-
ROLE PLAY
-
MEET THE FLEET
-
OBJECTION HANDLING GAME
-
OTHER:
-
DESCRIBE ACTIVITY:
SPECIFIC INSTRUCTIONS ON ACTIVITY:
-
ACTIVITY:
-
DATE TO COMPLETE:
-
DATE ACTIVITY COMPLETED
ACKNOWLEDGEMENT:
-
DATE:
-
RA#
-
ASSOCIATE ACKNOWLEDGEMENT