We are delighted to welcome Phil Williams – CEO of Direct Affinity CX. Phil has 37 years’ experience being a supplier in the motor trade. He started his career in subprime finance before starting Direct Affinity after the credit crunch in 2008.

Phil is passionate about great customer experiences. One important element in building a good customer experience, is the culture in your business.

Another is to close the loops. One way of doing that in sales is to examine your lost sales process. On average 33% of these enquiries are still in the market to buy and 50% of those are happy to come back into your dealership. These are opportunities not to be ignored.

Here are the highlights:

{05:49} Credit Crunch

{10:24} What makes a great business

{15:49} Moments of truth

{30.03} Lost sales

{36:15} Close the loop in aftersales

{44:50} Predictive CSI

{47:43} Keeping staff motivated

About Symco Training:

Symco Training was founded in 2000 by Simon Bowkett and it was his belief that the business had to offer its clients something different. That difference was clear to Simon from his days in the dealership when he experienced many sales trainers who had all the answers, but were unable, unwilling or both to actually show the delegate how they could be implemented. It remains the ethos of the business today. You see, Symco only employ trainers that are committed to delivering not only in spiring and insightful training, but are equally as happy to demonstrate these skills and techniques with real customers in your own showroom. We believe in order for sales training to be effective and in Simon’s words ‘real world’, it needs to be tried and tested in the only place it matters the showroom floor. There is no room for theory when your goals are for your team to sell more cars, hours or parts and retain more profit. In dealerships around the world the focus applied by many of the sales executives is to try and sell a deal. Symco specialise in getting your teams to focus on selling themselves, the product and then supporting this with the deal.

To find out more visit: www.symcotraining.co.uk

Close the Loops