SALES, INTERNET, BDC COMMUNICATIONS TRAINING & CERTIFICATION
Each week our Certified Communications Coaches walk your sales, BDC, and internet personnel through proven communications techniques during a series of 10 to 30 minute over the phone training sessions. Each coaching session will take your people through a variety of "Real Life Scenarios" designed to show them how to sound professional and set the appointment. We cover all aspects of dealership communications by telephone, text and e-mail. We also help your personnel set up their digital business card and map links to send out to your prospective customers.
The phone, text and e-mail training will be required a minimum of once per week but your personnel are allowed to call and do a session every 48 hours. Each week we send you a detailed report so you know who is training and how well they are progressing. Once your personnel are proficient on how to handle price, specific vehicle inquiries and asking for the appointment we'll record them doing a test. We'll then send you a "Certificate of Achievment" so you have a way to reward and encourage your personnel for reaching those requirements.
Listen to a role-play with a sales associate that has been training for three weeks with one of our phone coaches.
SERVICE, PARTS AND BODYSHOP TRAINING
In Service we teach your Service Advisor, Service Bookers or BDC personnel to stop passing out prices over the phone and ask for the appointment. We work with them on speaking in terminology the customer can understand and on how to up-sell correctly too.
Retail and Wholesale Parts personnel will be coached on how to ask for the sale over the telephone. Lets not just pass out pricing. We coach them on how to give benefit and warranty information before the price. Once the parts sale is secured we work with them on how to move the caller from buying just parts to having service install it for them too.
The reason our training works so well is because we call each person individually and coach them on how to sound professional and you see more customers!
Listen to a role-play with a service associate that has been training for three weeks with one of our phone coaches.
FOLLOW-UP TRAINING AFTER CERTIFICATION
MOST AUTO DEALERSHIPS ASK THE SAME QUESTION "Once my people are trained on phone skills how do I get them to utilize what they learned in their everyday activities?"
SOLUTION: Continue training, change culture and monitor results.
Monthly Maintenance Highlight and Benefits!
One-On-One Telephone Training CONTINUED: Each month we'll continue to train your personnel one-on-one over the telephone. Each month you receive a report so you know who is training and how well they are doing.
Each month we'll train your personnel on out-bound calls and any special promotions your'e running.
Monthly Mystery Shops or Call Recordings: Each month we'll mystery shop the store and mail you the CD's of the conversations. If you record your incoming calls already we'll sort the calls and put together a monthly CD sent directly to your managers. Self-analizing grade sheets are included so your people can grade themselves.
Each month our shoppers set an appointment (if asked) and send you a log so you can reward them for doing their best.
DON'T LET YOUR NEW PEOPLE COMMUNICATE WITH YOUR CUSTOMERS UNTIL THEY ARE CERTIFIED. ADD NEW PERSONS TO THE TRAINING AS SOON AS YOU THEY HIT THE FLOOR!