NSSW NISSAN SALES AND SERVICE WAY No. 1 Brand for Customer Quality by 2018
NSSW
NISSAN SALES AND
SERVICE WAY
No. 1 Brand for Customer Quality by 2018
NSSW
Nissan Sales & Service Way
As a Nissan dealer, you will be aware of our global objective to become No. 1 Brand for Customer Quality by 2018. This will be no easy task as our competitors are also increasingly focused on the value of a customer-centric approach.
Nissan Sales and Service Way (NSSW) provides a framework which, when followed, ensures that every customer receives a consistently strong level of customer service, whether they are purchasing a new or used car, visiting your workshop or simply making an enquiry.
Since the last NSSW guide; issued in 2013, a number of changes have taken place, from the evolution of our model mix, to some new initiatives aimed at improving Customer Quality. These include:
• The ongoing roll-out of New Retail Environment (NRE), the new visual identity for Nissan showrooms
• The update to our Customer Promise, YOU+ NISSAN• Establishing the LEAF as a volume model within the Nissan range
This updated NSSW Guide reflects these changes, whilst maintaining the basic principles which have been tried and tested for over a decade.
Delivering services that meet or exceed customer requirements must be more than a daily operational focus, they should be a personal commitment and, above all, a mindset.
I am sure that I can count on your continued focus to deliver exceptional customer service and on your commitment to put NSSW principles at the heart of your dealership’s operations.
Thank you for your support.
David MurfittNetwork Development and Quality Director
NSSW
Nissan Sales & Service Way
D1
(DELIVER RIGHT FIRST TIME)
F1
(FIX RIGHT FIRST TIME)
FORMHOW TO
ELECTRIC VEHICLES
YOU+ NISSAN
CUSTOMER PROMISE PLEDGES
NEW RETAIL ENVIRONMENT
NSSW
Nissan Sales & Service Way
SALES PROCESS
The Sales Process is divided into 9 main steps:
3 QUALIFICATION
1 PROSPECTING
2 GREETING
4 PRODUCT
PRESENTATION
5 DEMONSTRATION
DRIVE6 NEGOTIATIONS
7 CLOSING
8 VEHICLE
DELIVERY
9 FOLLOW-UP
NSSW
Nissan Sales & Service Way
EV SALES PROCESSThe areas highlighted show key differences in the process for EV:
NSSW
Nissan Sales & Service Way
SERVICE PROCESS
The Service Process is divided into 10 main steps:
3 CONSULTING
1 APPOINTMENT
2 GREETING
4 JOB
ALLOCATION
5 DIAGNOSIS
6CUSTOMER
APPROVAL (for
additional work)
7 VEHICLE
SERVICE
9 VEHICLE
DELIVERY
10 FOLLOW-UP
8 QUALITY
CONTROL
NSSW
Nissan Sales & Service Way
EV SERVICE PROCESS
The areas highlighted show key differences in the process for EV:
NSSW
Nissan Sales & Service Way
To be brilliant, we must first ensure that we are brilliant at the basics. Often it isthe obvious and simple steps that give Customers the sales and serviceexperience they desire. By always keeping the basic Customer expectations inmind and by being brilliant at delivering them, we can build the foundations onwhich to achieve high levels of Customer satisfaction and therefore their intentionto recommend your dealership and Nissan to family and friends.
Being brilliant at the basics is therefore all about making simple steps commonpractice when dealing with every Customer, every time.
By fully implementing NSSW processes you will find you meet the basic Customerexpectations and you will also achieve higher levels of Customer Satisfaction. Thiswill ensure we make a real step change to our Customer Quality performance inorder to become the No.1 brand for Customer Quality by 2018.
NSSW
Nissan Sales & Service Way
NEW RETAIL ENVIRONMENTImpact on Sales Process
IMPACTED PROCESSES
ACCOUNTABLE : SE = SALES EXECUTIVE SM= SALES MANAGER
2.2 GREETING IN THE SHOWROOM
The Host introduces the Customer to the member of staff they have come to visit
3.1 BREAKING THE ICE
If the customer has children with them, introduce the children to the 'Kid’s Tablet
Unit'.
3.2 PEOPLE BUY FROM PEOPLE
You might start the discussion on the high tables next to the lounge area. If the
discussion turns into:
• Product related questions - This signals a good opportunity to move your
Customer to the car in order to smoothly start the product presentation.
• Potentially confidential subjects (such as financing) - Ask your customer if they
would be more comfortable if you moved to an area away from other Customers in
a quieter environment.
3.3 DETERMINE THEIR NEEDS AND BUYING MOTIVES
The Customer should be seated wherever they are most comfortable and at ease.
This could be close to their vehicle of interest to help generate desire. New Retail
Environment provides plenty of options in terms of seating and, if privacy is
required by the Customer then a quiet corner of the Showroom can be chosen.
Let the Customer decide.
Nissan Sales & Service Way
ACCOUNTABLE : SE = SALES EXECUTIVEI SM = SALES MANAGER
NEW RETAIL ENVIRONMENTImpact on Sales Process
IMPACTED PROCESSES
7.1 COMPLETE THE PAPERWORK
Closing should be take place wherever the Customer is most at ease. The Sales
Executive should sit with, rather than opposite the Customer.
8.1 PREPARATION BEFORE DELIVERY
Ensure Welcome Screen is accurately updated with the Customer details.
N-
Showroo
m/DMS
8.7 VEHICLE INSPECTION APPROVAL
In a New Retail Environment dealership there is always the ability to handover the
car inside and, where facility allows, there is a dedicated handover bay which
should be used to maximise the handover experience for the Customer.
The use of car covers is standard.
NSSW
Nissan Sales & Service Way
NEW RETAIL ENVIRONMENTImpact on Service Process
IMPACTED PROCESSES
ACCOUNTABLE : SA = SERVICE ADVISOR
2.3 WELCOMING THE CUSTOMER
The Customer experience is greatly enhanced by the New Retail Environment and
it is important that the Customer is greeted on arrival by the Host and the Service
Advisor in a coordinated process.
The Host must accompany the Customer to the Service and Parts Area and
introduce them to the Service Advisor at a suitable table. Where the Service
Advisor is busy with another Customer or cannot be located, the Customer should
be offered refreshments while the Service Advisor is found and brought to meet
the Customer.
It is important that the Service Advisor sits with, not opposite the Customer, while
still respecting their personal space.
2.2 BE PREPARED
At this point, if you do not have a direct feed to your Welcome Screen, you will
need to populate this manually for the next day.
Repair orders and associated items must be kept in a non Customer facing area
until the Customer arrives. Under no circumstances should they be placed in the
Customer Lounge prior to the Customer's arrival. You must ensure that these are
pre-printed and logically displayed for retrieval when the Customer arrives.
1.6. DETERMINE THE CUSTOMER’S APPOINTMENT REQUIREMENTS
The excellent waiting facilities available in the New Retail Environment may make
it particularly attractive to some Customers to wait while the work is carried out. Be
sure to emphasize the key benefits to the Customer:
• Choice of seating to suit their needs
• Free refreshments
• Free Wi-Fi
• iPad for children
1.8 AGREE THE APPOINTMENT
Advise the Customer that when they arrive at the dealership to check in, they will
be greeted by a member of staff who will accompany them to the Customer
Lounge and introduce them to the Service Advisor.
Nissan Sales & Service Way
3.1. CLARIFY EXACTLY WHAT THE CUSTOMER’S CONCERNS AND PROBLEMS
ARE
For a Customer with an appointment:
Bring the Customer to a consultation area. The Service Advisor should bring their
laptop/tablet and the Repair Order should be printed before the Customer arrival.
NEW RETAIL ENVIRONMENTImpact on Service Process
IMPACTED PROCESSES
3.4 ESTIMATE SERVICE CHARGES AND DELIVERY TIME
Bring the customer back to the Customer Lounge
and update the Repair Order.
ACCOUNTABLE : SA = SERVICE ADVISOR
9.4 RECEIVE THE CUSTOMER
The Customer experience is greatly enhanced by New Retail Environment and it is
important that the Customer is greeted on arrival by the Host and the Service
Advisor in a coordinated process.
The Host must accompany the Customer to the Service and Parts Area. If the
Service Advisor is busy with another Customer or cannot be located, the Customer
should be offered refreshments while the Service Advisor is found and brought to
meet the Customer.
It is important that the Service Advisor sits with, not opposite the Customer, whilst
still respecting their personal space.
NSSW
Nissan Sales & Service Way
D1 is delivering the Customer’s car right first time, on time, every time.
The purchase of a vehicle is often the second largest purchase, after buying a house, that a Customer will make. The Customer’s expectations are very high and include:
• A thorough Qualification of Customer needs• Sales Executive to have strong product knowledge, able to offer advice on
suitable vehicle/options/finance solutions• Allow the Customer to get a feel for the vehicle through Product Presentation
and Demonstration Drive• Clear presentation of all costs • Not having to return to sort anything out after the vehicle has been delivered
D1 is all about meeting and, if it all possible, exceeding the Customer’s expectations with regard to the purchase of their new vehicle.
There is also a direct link between a poor D1 rate and:
• A loss of trust and confidence on behalf of the Customer• Wasted time and money for the dealer and the dealership teams• Falling Recommendation, Customer Satisfaction and Retention, and Workshop
activity
Ensuring to undertake the D1 key sages in each of the areas shown below will lead to excellence within the vehicle delivery process and a reduced rate of return:
For more detailed information of the key stages within each of the above areas, please refer to How To – D1 – Reduce Rate of Return/Deliver Right First Time
NSSW
Nissan Sales & Service Way
F1 is fixing the Customer’s car right the first time, on time, every time.
The Customer’s expectations are very high, they expect:
• Highly qualified staff• Convenient and simple appointment booking process• Honest and clear advice about their vehicle’s maintenance and a quality repair• Not to have to return to resolve anything after collecting their vehicle
There is a direct link between a good F1 rate and:
• Increased trust, higher Customer satisfaction and, therefore, higher Customer retention
• Rise in productivity and efficiency through reducing the amount of workshop hours tied up in rectification and reduced loss of Service Advisor’s valuable time at the front desk
A key cornerstone of F1 is PREPERATION – having the right parts, equipment and Technician skills to do the job correctly . Completion of all the key stages within the areas shown below will lead to excellence within the servicing of the vehicle process:
For more detailed information of the key stages within each of the above areas, please refer to How To – F1 – Reduce Rate of Return/Fix Right First Time
NSSW
Nissan Sales & Service Way
WHY A CUSTOMER PROMISE ?
NSSW
NSSW
Nissan Sales & Service Way CUSTOMER PROMISE
DELIVERING THE PROMISES
NSSW
Nissan operates with One Unique Contact Number for Customer Service and Roadside Assistance.
OUR PROMISES
NSSW
Nissan Sales & Service Way
With YOU+NISSAN, the customer benefits from innovative features, unique
services* and offers and a partnership built on trust. From order to repurchase, through any touch points, the
Customer will experience an exciting and simple ownership.
Available through Nissan.co.uk and a dedicated mobile app
(Android/IOS)
YOU+NISSAN also has a dedicated Digital platform where Nissan owners can manage their
ownership.
It exists on web and smartphones, and it’s totally free for the customer.
Benefits
for
Customer
Benefits
for
Dealers
*Online Booking and Maintenance Reminders (when available), Personalised Profile, Dashboard and Dealer.
How to
promote
YOU+NISSAN
Encouraging your Customer to use YOU+NISSAN will result in:
• Increased Customer loyalty
• Increased Customer sales
SALES BENEFITS
• Higher contact frequency
• Reinforced trust/long term
relationship
AFTER-SALES BENEFITS
• Customer retention increase with
efficient appointment booking online
and ‘favourite dealer’ functionality
• Higher visit frequency
• Reinforced trust/long term
relationship
SALES ACTIONS
• Introduce as a sales benefit as part of
the YOU+NISSAN customer promise
• Assist the Customer to register at
handover (if applicable)
• Make sure they get the most out of
YOU+NISSAN
AFTER-SALES ACTIONS
• Introduce as an aftersales benefit as
part of the YOU+NISSAN customer
promise
• Assist the Customer to register
during collection (if applicable)
WHAT ELSE CAN DO FOR CUSTOMERS