Bring added value

In this lesson you will learn how to bring added value to your customers by identifying what is
needed by your customers! In the blocks below, see how you would handle the situations that we
have pointed out for you. Please choose the best answer you feel is right for the task.

1 You are with a customer to repair a

broken part on their mahcine. What do
you do?
2 You need to order a new part.
Which one of these do you
choose?
3 You are aware of options that would fit
the machine. Which solution do you
choose?

I do the task and look for other broken I offer options that are available in the
A parts that are not included in the work A I order a new Volvo part. A Volvo after market and are easy to
order and make a note of it. apply.

I order the cheapest part, even if B Choose options that would require
B Just do the work quickly. B
it’s not a Volvo part. sending the machine to a factory.

C This part was way to boring to repair. C I try to fix the broken part and C I do not know what an option is.
hope it works.

4 You see that there is a broken part in

a component. How do you handle
this?
5 You are now done with the repair of
the machine. What do you do?
Time to count your score!
A = 10 points
B = 5 points
C = 1 point
I talk to the customer and check
A I try to repair the broken part. A further steps and give suggestions on When you are done, have a look
how to handle the machine. on the next page to see how well
I replace the whole component, I inform the customer what has been you did with your score!
B B
without trying to repair it. done.

I pretend I didn´t see the broken part, I go back to my Dealership without

C C
and leave it to the next person to solve. talking to the customer.
 1 - 20 21 - 44 45 - 50
OH NO! GOOD! WHOOHOO!
You can really improve! You are good, but you can You really bring the added value for
do a bit better! your customer and their machines!

It's important to be more service You can do more by looking Now go out there and continue
minded and you should know closer to what your customers giving your customers the best
what the customer needs from really need and show them what service for their machines!
you, when repairing a machine. Volvo has to offer!
To bring added value, you need to
think about what are the best
options for you customer. Have a
look at the “A” answers on the
previous page to see examples of
this.