Real-Life Communication -- Solution
Here's what you might say:
"It sounds like you're looking
for a spark plug. Spark plugs ignite the gas to start up the engine. I have
one right here. Does this look like the part you're describing?"
Auto
recyclers say that there are two types of customers in the automotive recycling
industry: those who work in the business (such as dealerships and other garages),
and people who don't work in the auto industry.
Sometimes, helping
out a customer from the general public can be very frustrating and confusing
because they don't have a lot of knowledge about cars and parts. Because you
are dealing with customers on a daily basis, it is important to be ready for
these kinds of situations.
Customer service skills, along with automotive
knowledge, help in dealing with customers who don't know what the part they
want is called.
"They really don't know what the part is called that
they're after. They're trying to describe it to you so there's a lot of confusion
at times in the sales department," says Barry Reppnack. Reppnack owns an auto
salvage shop.