Infiniti Total Ownership Experience Steps to Success Video

Challenge:
Help dial up sales consultants to be consistently successful with customers

It’s one thing to say you are going to continually exceed a customer’s expectations. But how do you do it? And how do you train sales consultants to understand, embrace, and integrate every aspect of such an initiative?

When Infiniti introduced the “Total Ownership Experience,” the company committed to a philosophy of superlative customer satisfaction — an approach that covered everything from the nuts-and-bolts of warranties to the many nuances of how customers are treated.

Our job was to help train Infiniti sales consultants in the what and how — and to get them successfully accepting this philosophy of satisfaction.

Solution:
Show, don’t tell, how to handle and sell

To help make the initiative successful, we created video vignettes to support the six Total Ownership Experience Steps to Success training modules. These brought case-study scenarios to life, presenting sales consultants interacting with customers throughout the Total Ownership Experience. The vignettes were brief — perhaps two or three minutes — and became part of the training program offered to all Infiniti dealerships.

So how is the Total Ownership Experience now? It’s alive and well, and creating daily vignettes of satisfied customers nationwide.

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