Cx - Advocate Principles Flashcards
BLEED BLUE is all about your approach and attitude. What are the 3 Bleed Blue Principles?
Empathy, Passion, & Commitment.
Empathy - KEY BEHAVIORS
Tailor tone to customer situation and be genuine.
Listen to understand what is important to this customer.
Acknowledge and show interest in what your customer says.
Be supportive and encouraging!
Passion - KEY BEHAVIORS
Speak with energy and share your personality.
Stay motivated and uplift those around you!
Showcase the benefits of Carvana through a warm and memorable conversation.
Consistently educate customers about Carvana products (Carvana Financing, CarvanaCare, GAP)
Commitment - KEY BEHAVIORS
Deliver on your promises to the customer.
Put your customer first. Be resolution-driven to find personalized solutions to roadblocks.
Be consistent with your efforts.
Persevere through challenges.
BE PREPARED is all about your skill in execution. What are the 3 Be Prepared Principles?
Every Customer Matters, Clarity, & Anticipation.
Anticipation - KEY BEHAVIORS
Use your Carvana knowledge as a roadmap for next steps. Ask investigative questions.
Listen to understand where your customer is at. Read the account notes and gather context.
Think through “what if” scenarios relevant to what a customer may choose to customize their purchase.
Facilitate each applicable step of the process.
Clarity - KEY BEHAVIORS
Make complicated concepts digestible for the customer.
Use HALO and other resources to provide accurate information.
Translate car-buying jargon into understandable terms.
Stay up to date with communications and changes.
Every customer matters - KEY BEHAVIORS
Be present on each call (not distracted by your cell phone or neighbors).
Treat each call like it’s your only one today.
Take your time to prevent mistakes that would need to be fixed later.
Be available at the right times for your customers and your team.
