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