COCONUT CREEK, Fla. – JM Lexus, the largest volume Lexus dealership for
the past 17 years, recently became the first WomenCertified Lexus dealership.
It was also awarded the WomenCertified Seal for outstanding sales and customer
service practices.
The
WomenCertified program is designed to teach sales and service professionals how
to deliver service tailored especially to female customers. Statistics
show that more than 83 percent of all consumer purchases are made by women,
making them the primary customer in almost every industry. Some studies
indicate that women influence as many as 85 percent of all automobile purchases.
“Every
one of our customers is important to us, and our goal is to make their buying
experience distinctive,” said Jim Dunn, vice president and general manager of
JM Lexus. “We aim to create a comfortable atmosphere and provide clients with all
the facts they need to make the most informed decisions possible. This is
just another way we strive to be the best.”
JM
Lexus is known for superior service, offering a state-of-the art maintenance
center complete with waiting room massage chairs and complimentary
refreshments. The dealership also offers time-saving programs such as
Ready Upon Arrival, which enables a customer to accelerate the purchase process
of a Lexus through the Internet and have it ready for pick-up. Another benefit
is Mobile Genius, where a service representative visits new owners to fully
explain the workings of their vehicle’s features.
The
WomenCertified certification further equips JM Lexus sales representatives
with the tools to specifically address the buying needs of their diverse
customers. To become WomenCertified, sales and/or service staff must complete
intensive training to learn the communication and customer service skills
proven to be the most effective and desirable among women customers. JM
Lexus opted for the live training option in order to maximize workshop
interaction.
Developed
by Delia Passi, CEO of Medelia Inc., an expert and author on
marketing and communicating to women, the program includes a four-part online
course track or live training and a culminating test.
“JM
Lexus is now part of a growing group that is raising the bar in
providing the best customer service experience to women,” said Passi.
“Studies show that Americans are growing less satisfied with the levels of
customer service they receive, and WomenCertified is working to reverse that
trend. It’s a win-win opportunity for companies and consumers.”
