Across
- 2. Winning through discipline, consistency, and follow-through
- 3. Identifying needs before making recommendations
- 5. Doing things right even when no one is watching
- 6. Treating every customer with respect, care, and attention
- 7. Building trust by understanding the customer’s perspective
- 9. A returning customer who trusts your service
- 11. When a customer hesitates or pushes back on a service
- 13. Delivering information and value through action, not just words
- 15. Icebreakers create this emotional connection with the customer
- 16. A measurable rating of customer satisfaction
- 17. Measurable results driven by effort and execution
- 19. Creating a connection that makes customers want to return
- 20. Making a strong first impression the moment a guest arrives
Down
- 1. Maintaining high standards in every detail
- 4. Doing the right thing, even when no one is watching
- 8. Leaving a lasting impression that drives repeat business
- 10. Acting with skill, confidence, and respect
- 12. Confidence in what you offer and how you deliver it
- 14. Fast with the car. ___ with the guest
- 18. Presenting solutions that benefit the customer and their vehicle