What is typically not used by service consultants when greeting a new customer?

In the context of greeting a new customer, referring to the customer's first name is the typical practice for service consultants who aim to create a welcoming and personal atmosphere. Recognizing customers by their first name helps in establishing rapport and makes the customer feel valued and respected. However, when addressing a new customer, it is more common for service consultants to use the customer’s preferred name or last name to ensure they are being addressed in a way that feels comfortable to them, especially if the full name is known.

While a customer's preferred name and last name are often used to ensure a respectful and personalized greeting, it is usually less common for service consultants to have comprehensive knowledge of the service history of the vehicle at the initial point of contact. This information is typically accessed later in the interaction after the customer has been greeted and initial details have been gathered. Thus, focusing on the customer's preferred name, or last name is prioritized over the first name or vehicle history, making the use of the first name less typical in initial greetings.