Your short and long-term business success is tied to three customer behaviors: purchases from fresh ups, repeat purchases from loyal customers, and referral purchases – all of which are directly impacted by trust. Think of up-care like a turbo attached to your up-sell engine. The urge to up-care is actually biological. It’s an emotional response when we feel convicted about something. It's no longer selling and people sense the difference. And, amazingly people are quicker to buy. It’s how our brains are wired. In fact, we now know from research that up-caring is three times more effective than up-selling. The subtle differences in how we present things to our customers conveys or detracts from trust. Most selling processes cause us to take a more rational approach (competence and reliability) which creates a small amount of trust. An up-care approach, however, which connects with the emotional brain through authenticity and care, is three times stronger in building trust.
Primary Learning Objectives:
- Realize that the growth and sustainability of your business is ultimately about optimizing retention and winning the hearts of new customers, not just offering the best deals.
- Learn about up-care and that human decision making and the formation of trust are 75% emotional, whereas most of our efforts in the automotive industry today are rationally based.
- Leave equipped with practical up-care applications to increase the effectiveness of your team.