Gaining the customer’s trust by explaining the lead-flow process
There was a customer who enquired on the helpline and later an ECA got in touch with him.
The ECA explained to the customer that ‘Sir exactly these are our services. And we have a dealer authorized service”. So, the customer said that it is okay. And when he was making the cheque, it was being made in the name of the dealer. At this point the customer’s mind changes slightly. He thinks that, “I have done inquiry at Asian Paints. And I am getting service at Dealer level. So, is there involvement of Asian Paints in the service or not?” This is the first question asked by the customer.
Whenever such situations occur, this is our mode of response. We explain to the customer. That we have an App. And through that App, we get leads. Because there are some leads that directly reach us through the helpline number.
So, to convince the customer, we explain the exact service we are providing. What exactly is a dealer authorized service and how the customer can get some surety. We explain that a BP number is generated for the customer. In the customer’s mind, this is like a registration number.
So, in the future, whenever you raise an inquiry with Asian Paints, for painting etc., you will get the full service within 48 hours. The technician will visit you within 48 hours. So, when the customer gets messages [from Asian Paints]; he is satisfied.