Professional Skills Training
Our approach to development is rooted in providing experiences and discussions that challenge participants’ thinking and the impact their behavior has on others (customers and dealer employees), encourage new approaches and build strategic and tactical skills to deliver a positive impact.
Leadership and Supervisor Development
Leadership is critical to maximizing business performance. Great leaders know how to engage and motivate employees in each interaction. They appreciate the impact of ongoing discussions that drive incremental improvements as much as acting as the strategic visionary. Our leadership programs are configured based on your needs and place leaders in real-life scenarios. We help shape the language and behaviors needed to effectively lead and work more effectively both in and on the business.
Managing and Leading Change
Change is hard, really hard, and often underestimated regarding cost and time to realize the desired return. A leader’s most important role is to “lead change,” but too often we forget that change goes nowhere unless the leader can help people make the transition to new behaviors and performance. With change, a leader’s task is to determine the outcome of the change project and help employees process, accept and sustain new ways of operating and the behaviors that elevate performance.
Customer Service and Parts Skills
Are your Parts Employees managing customer engagements with the confidence that balances business results with great customer experience? Our customer service and parts development programs are designed to help employees professionally manage customer interaction, find opportunities to deliver greater value while balancing your business goals, brand, and concerns of customers.
Through customized short modules designed with plenty of practice, your Parts Counter and Parts Manager will learn strategies for better engaging customers. We’ll also help communicate your desires around appearance, professionalism and the importance of working with other departments to grow parts sales.
Call Center Phone Etiquette
Inbound and outbound calls are a critical part of delivering a dealer branded customer experience. Customers want to talk with people and get the right answer as fast as possible. Our training communicates the importance and means of properly engaging customers to exceed expectations. We utilize a variety of scenarios to help teach and practice the skills of effective phone customer interactions.
Solution Selling Skills
Customers of today are looking for value in relationships. Gone are the days of simply benefiting from repeating tactical transactions to make a profit. The ability of your organization to position as a full-service strategic partner is critical to both your success and your customers. We help bring that thinking and the use of your business systems and processes together to help the entire organization deliver value with every interaction.
Through sound models and intense practice, we can help anyone engaging in selling to effectively manage a variety of customer interactions, attitudes, and situations.
Parts, Service and Sales Management
Whatever your approach to leadership development, managers need to possess the skills to motivate, manage and develop employees. Good managers communicate expectations, provide guidance, coach, and hold people accountable for delivering results. We help establish universal skills so employees see consistent leader behaviors throughout the business.
Our approach includes helping establish new expectations for managers and integrating new skills into their daily routines. We’ll examine your HR processes, business measures and performance expectations to help embed new behaviors.