As the Leasing Industry continues to experience turbulent times coming through Covid and with added issues of the supply of semi-conductors impacting on the manufacture and supply of vehicles to meet the demands of customers – managing expectations and indeed exceeding them has never been more challenging. The markets are volatile, uncertain, complex and ambiguous making it hard to give certainty to our customers upfront when negotiating leasing contracts.
When Pick n’ Mix is not what it used to be
A fresh perspective on how to manage new business enquiries and maintain existing business on contract renewals is vital whilst managing our own expectations of the industry, stress levels and wellbeing.
Who should attend?
Anyone in a role working in Customer Service, Sales or anyone that come into contact with fleet customers regularly. to bring new clients on board or who account manage existing clients who are looking to revise their fleet solutions. We are faced with a lot of uncertainty, and fleet managers need our expertise more than ever. Therefore, there are new opportunities that we can explore. No one has all the answers but this programme is about asking the right questions to reassure your clients that they are making a worthwhile investment making time to communicate with you.
Course Content
- Introduction to the BVRLA
- What is Excellent Service and the benefits?
- The Communication Model
- Winning Behaviours
- Preparing for excellent service
- Save the Day
- Leaving a lasting Impression
Learning Outcomes
Upon completing this course learners will have engaged in experiential training that will help them feel more confident and in control of situations throughout the contract cycle of the vehicle with particular emphasis on new business, logistics, and bringing about customer satisfaction through clear communication and resource-able thinking.
Winning Ways
- Demonstrate the approach and mindset required to consistently deliver exceptional service.
- Identify the desired outcomes and hidden needs of customers to deliver tailored solutions.
- Demonstrate a willingness to help by proactively problem solving.
- Identify desired outcomes and validate the practicality / suitability of requests
- The X Factors of the Voice / Body Language / Personality – People Buy People
- Using Positive and Persuasive Language
- Understanding why people behave the way they do
Save the Day
- Develop the confidence to deliver bad news across all communication channels.
- Reduce the likelihood of being challenged when delivering bad news.
- Remain in control of conversations to keep them timely and productive.
- Develop self-awareness and resilience, and not feel personally attacked.
- Demonstrate genuine empathy, to help defuse conflict and identify appropriate solutions.
- Manage difficult conversations with confidence, to reduce unnecessary escalations
Trainer
Karen Morton spent her early career in PR, marketing and broadcasting. She has organised major exhibitions and launches in Ireland, the UK and the USA and her broadcasting has taken her as far afield as Hong Kong. With this vast experience she turned her skills to training and has been working with BVRLA members both in the UK and abroad for many years, delivering training ranging from industry knowledge and selling skills to customer service and coaching.
Duration
9.30am - 4.30pm
Costs
*Book your spaces 2 weeks or more in advance of the course date and receive a £100 discount on the course fee*
Contact [email protected] to book using this Early Booker Discount
Instructor-led Online Price
Member Fee £299 + VAT (Full Price £399 + VAT less than 2 weeks before the course date)
Non-Member Fee £399 + VAT (Full Price £499 + VAT less than 2 weeks before the course date)
Have you thought about this course 'Driven by You'?
This course, alongside our whole course portfolio, can be 'Driven by You' exclusively for your business. Visit our BVRLA Driven by You page find out more.
Cancellation Policy
Requests for cancellation of a training course booking must be received in writing via email to [email protected] for the attention of the Learning and Development Professional. Requests for cancellation received more than 30 days prior to the course start date incur an administrative charge for the processing of the refund at the rate of 25% of the course fee. Requests for cancellation received more 15-30 days prior to the course start date incur an administrative charge for the processing of the refund at the rate of 50% of the course fee. There is no refund on cancellations made 14 days or less prior to the course start date as there is an impact on other delegates who have booked to attend and could result in the course being cancelled overall.
Postponements
Postponement of attendance from one course to a later course can be requested in writing as per the cancellations policy above to training @bvrla.co.uk. Requests to postpone more than 30 days prior to the course start date will incur an administration charge of £35 + VAT. Requests to postpone more 15-30 days prior to the course will incur an administration charge of £70 + VAT. Requests to postpone 14 days or less prior to the course will be treated as a cancellation, with no refund payable.
Substitutions
You can request the substitution of a delegate for another in writing as per the cancellations policy above to [email protected]. There is no charge for this. Requests for substitution must be made no later than one business day prior to the scheduled course start date.
Please note that photographs and/or footage will be taken throughout this training course. These will be used by the BVRLA for marketing and publicity in our publications, on our website and social media platforms.
If you would not like to be included in any photographs or footage please let us know by emailing [email protected].