CLIENT EXPERIENCE

Meet the Clients

Let’s get re-acquainted with our five Clients.

Client 1

Rob Johnson

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Client 2

Sophia Diaz

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Client 3

Reza Patel

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Client 4

Louis Williams

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Client 5

Pete and Anna Baker

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Story is King

Consider ways to share these stories with your Clients—and look for stories to add to the collection. Use unique insights into Acura’s approach and our products to help connect with your Clients.

DIGITAL STORYBOOK

Mindset Activity

1. Read your Client profile.

2. Find two more stories that would help you personalize the Client experience.

3. Determine when, at which stage of the experience, you would share the three stories.

Mindset

It’s essential to meet Clients where they are in the sales experience; not everyone starts at step 1—and no one wants to repeat steps when they move from online to in-dealership and back again.

Empathy and active listening can help you understand the Client’s mindset and deepen your connection.

The difference between Empathy and Sympathy:

“Empathy fuels connection. Sympathy drives disconnection.”

– Brene Brown
American Author, Researcher and Professor

Examples:

Sympathy

  • “I’m sorry that happened to you.” This sympathetic statement creates distance between you and the Client.
  • “Let’s try to turn that around.” This sympathetic statement subtly dismisses whatever issue the Client is dealing with.

Empathy

  • “I can imagine how that feels.” This empathic statement places you in your Client’s shoes.
  • “What are you thinking right now?” This empathic question lets the Client know that you want to know what the Client is thinking and that their feelings are important.

Gratitude shows Clients how you feel, delivering on their expectation for transparency.

Gratitude in the workplace leads to:
  • Increased happiness
  • Greater satisfaction with life
  • Higher resilience to stress
  • Fewer headaches and illnesses.

– Forbes

Mindset Activity

Create a thank-you for your client—it can be a video, text, email or post to share.

Measuring Up

Verbal and non-verbal communication skills are esential to Client relationships. How can you create positive Client experiences that build connection?

Client Engagement Skills

Overall

  • Meet clients where they are in the purchase process
  • Share key brand, product and feature stories
  • Share how-to videos and other resources
  • Demonstrate empathy
  • Express gratitude
  • Respect the client’s time


Communication Skills

  • Listen actively
  • Speak clearly
  • Match client’s pace (not too fast or too slow)
  • Appropriate pauses for conversation and engagement
  • Use easy-to-understand language
  • Make eye contact
  • Use open-handed gestures
  • Smile

Active Listening Activity

What do you recall?

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