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Change you can profit from

November 15, 2011

Scenario: A man visits a Midwest dealership looking for a cruiser class motorcycle. The salesperson asks about his favorite local places to ride and learns he is new to the area, having moved for his new job. The man has done his research, decided on a bike, and the bike is in stock. Continuing the sales... Read more »

It’s a game of ‘niches’

October 21, 2011

A real customer scenario: A customer purchases a new major unit – a snowmobile – from his favorite dealer. As part of the purchase he also spent $1,500 in performance parts, $900 in service work to install them and $500 on a new jacket to match his sled. His total expenditure is more than $15,000. This... Read more »

How to avoid the penny wise and pound foolish trap

September 20, 2011

Scenario: A customer purchases a new ATV from his local dealer. The next year he goes back to purchase two additional units from the same dealer as both his wife and his son have enjoyed riding as well. In preparing for a family ATV vacation, he finds the battery for the original unit will no longer... Read more »

Ask and you shall receive

July 19, 2011

Scenario: A customer purchases a new snowmobile from his local dealership. After the break-in period, he takes it to a different dealership – more conveniently located near his riding buddy’s house – for its first service. He picks up the unit from the servicing dealer on the way to a riding weekend... Read more »

Follow-up, a necessary step to success

June 21, 2011

Scenario (based on a real life customer service call center report) An enthusiast, new to the area, stopped by a dealership looking to replace his sport touring motorcycle. The customer did not want ABS brakes and asked if a bike he was interested in was available without that option in red. The salesman... Read more »

Customer touches are critical

May 24, 2011

Scenario (based upon a real-life customer service call center report) – The call center discovers a service customer that is totally unhappy with his experience at a certain dealership. The frame of the motorcycle had chips on it from where the mechanic hit the frame with a tool, probably a wrench.... Read more »