Adapting to Evolving Customer Expectations: Insights for New Advisors and Managers w Victor Navarro Lead Training and Education Coach for Sell Smart

Victor discusses the evolution of customer expectations and the challenges faced by new advisors in adapting to technology and understanding the importance of customer service.They emphasized the need for dedicated training roles for managers and makingpersonal connections with customers. They also discussed the role of generalmanagers in understanding store operations and providing support to theirteams. The conversation touched on the similarities between the sales andservice sides of their business, the importance of understanding customerneeds, and the evolution of customer communication. They concluded bydiscussing the importance of training and acknowledging areas for improvement,the value of person-to-person relationships, and the potential use of kiosks inthe service drive.