PsP.txt

Card Set Information

Author:
Anonymous
ID:
190823
Filename:
PsP.txt
Updated:
2012-12-29 13:06:06
Tags:
psp
Folders:

Description:
psp
Show Answers:

Home > Flashcards > Print Preview

The flashcards below were created by user Anonymous on FreezingBlue Flashcards. What would you like to do?


    • author "L.B.M. PRODUCTIONS"
    • tags "Psp"
    • description "Psp Skills"
    • fileName "PsP"
    • freezingBlueDBID -1.0
    • Puts customer at ease; reassurance their concerns
    • CONFIDENCE
  1. Speaks positively & passionately about CarMax & product; Makes ownership statements "At CarMax, We..."
    CONFIDENCE
  2. Maintain a positive & upbeat demeanor from customer to customer
    CONFIDENCE
  3. Demonstrate self assurance in resiliency; bounces back from rejection
    CONFIDENCE
  4. Adapts to change, varying situations, & people of all types
    CONFIDENCE
  5. DERAILER: Takes a neutral approach about CarMax "We have financing" instead of "We work with the top finance companies"
    CONFIDENCE
  6. DERAILER: Pre-judges situation without taking the time to find the answer; assumes customer situation
    CONFIDENCE
  7. Builds and maintains strong relationships
    TEAMWORK
  8. Pitches in to help as needed
    TEAMWORK
  9. Cooperates & works well with others resolves conflict in a positive manner (split etc.)
    TEAMWORK
  10. Partners with others to meets customer needs
    TEAMWORK
  11. Supports & praises others
    TEAMWORK
  12. DERAILER: Shows frustration lacks diplomacy when working with other Associates for functional departments
    TEAMWORK
  13. DERAILER: Remains isolated, does not to reach out to others
    TEAMWORK
  14. Ask questions to go to build social conversation "Where did you grow up?"
    CONNECTING WITH THE CUSTOMER
  15. Looks for "connection cues" to establish common ground; takes advantage of the opportunity to learn more about the customer
    CONNECTS WITH THE CUSTOMER
  16. Adapts process to customer's likes/needs
    CONNECTING WITH THE CUSTOMER
  17. Seeks to fully understand and meet customer needs
    CONNECTING WITH THE CUSTOMER
  18. Works in the best interest of the customer; makes and keeps commitment
    CONNECTS WITH THE CUSTOMER
  19. DERAILER: Misses opportunities to build a relationship: "I see you have a bike rack, I love to bike too...
    CONNECTING WITH THE CUSTOMER
  20. DERAILER: Goes through the process in a robotic manner; doesn't make it interactive or fun
    CONNECTING WITH THE CUSTOMER
  21. Demonstrates active listening skills; listens closely & allows customer to speak
    COMMUNICATION
  22. Paraphrases what the customer says; confirms understanding
    COMMUNICATION
  23. Watches for & acts upon nonverbal cues; demonstrates interest with nonverbal communication
    COMMUNICATION
  24. Uses voice inflection to convey meaning
    COMMUNICATION
  25. Writes clearly & effectively
    COMMUNICATION
  26. DERAILER: Interrupts the customer or downloads information
    COMMUNICATION
  27. DERAILER: Fails to ask probing or leading questions
    COMMUNICATION
  28. Uses all available tools, systems, and resources
    PRODUCT AND COMPANY KNOWLEDGE
  29. Understands and communications true scope of CarMax offer and vehicle quality (125+pt. Inspection, 5-day MNT,ESP, selection, quality, price)
    PRODUCT AND COMPANY KNOWLEDGE
  30. Knows the current inventory; knows the features and benefits of popular models
    PRODUCT AND COMPANY KNOWLEDGE
  31. Stays technically savvy and up to date on industry trends
    PRODUCT AND COMPANY KNOWLEDGE
  32. Knows and applies CarMax technical information to the process
    PRODUCT AND COMPANY KNOWLEDGE
  33. DERAILER: Overlooks the need to use resources (e.g., carmax.com, brochures) to find the answer for the customer
    PRODUCT AND COMPANY KNOWLEDGE
  34. Fails to explain the CarMax difference to customers
    PRODUCT AND COMPANY KNOWLEDGE
  35. Recommends the right product for the customer
    PERSUASION
  36. Explains the benefits of a recommendation (e.g., why the customer should take the recommendation what's in it for the customer; how it meets their needs)
    PERSUASION
  37. Empathizes; normalizes customers concern
    PERSUASION
  38. Anticipate and overcome objections
    PERSUASION
  39. Explains how easy it is to take the next step and how most customers choose to take those steps
    PERSUASION
  40. DERAILER: Fails to identify customers hot buttons and tailor approach accordingly
    PERSUASION
  41. DERAILER: Progressive through process without creating a sense of urgency; misses chance to say, "This car could be gone tomorrow"
    PERSUASION
  42. Follows up and stays in contact with the customer
    WORK ETHIC
  43. Hit goals and monitors progress on goals
    WORK ETHIC
  44. Recognizes own development opportunities and seeks ways to improve skills; evaluates effectiveness of new techniques
    WORK ETHIC
  45. Maintains high energy and stays productive
    WORK ETHIC
  46. Organizers work; prioritize and manages time well
    WORK ETHIC
  47. DERAILER: Gives up in the face of obstacles
    WORK ETHIC
  48. Disregards process or plays games with the numbers to achieve a short-term result
    WORK ETHIC

What would you like to do?

Home > Flashcards > Print Preview