customer retention

 Course Objectives: The objective of this course is to highlight the value of using effective customer retention strategies to improve dealer profitability along with building and protecting the customer database.  We highlight the elements required for a robust programme, how to measure performance and the successful management and supervision of customer retention.

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The outcome will be a greater understanding of the breath of a thorough customer retention programme, the responsibility of each department and the effective management of same.

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Who this course is intended for: Dealer Principals, Sales, Aftersales and Marketing Managers.

Course Structure: Onsite Half-Day course or online Zoom course (2 x 90-minute consecutive sessions with an interval of 10 minutes).
  

INTRODUCTION TO VEHICLE SALES

Course Objectives:  This course is aimed at those new to selling vehicles along with experienced salespeople who wish to undertake refresher coaching.  One of the first objectives is to coach participants through an exemplary enquiry response process to take the customer out of the market and deal with your business exclusively.  We look at how to build rapport with and qualify the customer, present vehicles remotely and in-person, host test-drives, appraise trade-ins and include financial service offers.  Finally, we promote engaging handovers and bring the salespeople through their responsibility as part of the customer CRM and retention process.
 

The outcome will be a salespeople better trained to be effective in the vehicles sales by fully engaging with your customers while implementing robust processes including financial services.

Who this course is intended for: Sales Executives and Sales Managers.

Course Structure: Onsite Half-Day course or online Zoom course (2 x 90-minute consecutive sessions with an interval of 10 minutes).

MANAGING THE AFTERSALES DEPT.

Course Objectives: Aftersales business can be very resilient during periods of economic uncertainty or other industry challenges, such as production delays.  This course examines how to manage the Aftersales business proactively to make the most of the opportunities and to develop the business commercially.  We consider the importance of delivering an outstanding customer experience to maximise future retention.  We also review how to maximise turnover and profit using the facilities already at the disposal of the dealership.

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The outcome will be greater understanding of the profit potential in Aftersales along with identifying the steps necessary to develop the commercial side of the business while ensuring excellent customer satisfaction and retention.

Who this course is intended for: Dealer Principals, Financial Controllers and Aftersales Managers.

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Course Structure: Onsite Full-Day course or online Zoom course (2 x 120-minute consecutive sessions with an interval of 10 minutes).

Effective Used VEHICLE management

Course Objectives: Used vehicle management is too often the rock on which a business perishes. The purpose of this course is to optimise the management of and processes applied to ensure you maximise sales and financial performance of this key sales channel.  Vehicle stock management including an understanding of the working capital engaged, stock turnover and residual value processes are a key element of this programme.
 

The outcome will be a better understanding of what it takes to ensure that Used Vehicle Sales makes a meaningful contribution to the business and is not a source of disruption and foregone profitability.

Who this course is intended for: Dealer Principals, Financial Controllers and Sales Managers.

Course Structure: Onsite Half-Day course or online Zoom course (2 x 90-minute consecutive sessions with an interval of 10 minutes).

SERVICE ADVISOR UPSKILLING

Course Objectives:  Service Advisors often have the toughest role in the dealership and the most frequent contact with your loyal customers and they play a significant role in terms of Service financial performance and customer retention.  During this course we review Increasing Aftersales commercial performance by maximising revenue and profitability per service customer through enhanced customer centric, consultative upsell using vehicle health checks and video technology. We also explore how to deliver a premium customer experience by adopting a consistent best practice service customer process. The content includes how to relieve the stress on the aftersales department by following a best practice service process and more effective intra and inter-department communication.

​The outcome will be service advisors better equipped to maximise the stress of their role, maximise the upsell opportunities and offer your customers a richer experience while dealing with Aftersales.

Who this course is intended for: Service Advisors and Service Managers.

Course Structure: Onsite Half-Day course or online Zoom course (2 x 90-minute consecutive sessions with an interval of 10 minutes).

WORKSHOP MANAGEMENT

Course Objectives:  This course focuses on increasing Aftersales commercial performance by maximising revenue and profitability per service customer through more effective use of the workshop facility and the resources within it – people and equipment. We also examine how to understand the Aftersales customer process and the role the workshop has in delivering a hence a premium customer experience.  The content also includes managing the workflow and resources to maximise utilisation and efficiency hence productivity.  Finally, we demonstrate how to understand the difference between technician and facility productivity and how to maximise both.  
 

The outcome will be more effective, consistent and profitable workshop supervision combined with a richer customer experience.

Who this course is intended for: Service Supervisors and Service Managers.

Course Structure: Onsite Half-Day course or online Zoom course (2 x 90-minute consecutive sessions with an interval of 10 minutes).

PARTS MANAGEMENT

Course Objectives: To provide a greater appreciation of why Aftersales is so important within the dealer business.  The ability to create and implement a business growth strategy within the Parts Department and an understanding of how to measure and steer Aftersales KPIs and financial reporting, with a major focus on (but not limited to) parts sales, profit and stock management.  Greater confidence in department and personnel management and supervision processes together with developing sales opportunities across Aftersales and Sales.  Understanding Parts Department financial reports and KPIs to steer and enhance commercial performance.  How to develop a high performing team in the Parts department with effective communication and performance management.  Manage stock categorisation, deliveries, returns, age analysis, obsolescence, write-down process, warranty and ‘used’ surcharge unit process.  Implement a lost sales analysis programme to improve the customer experience and maximise sales conversion.  Create a SMART action plan and a marketing plan to enhance performance.

The outcome will be a greater understanding of the skills and competencies of the retail automotive dealership Parts Manager role.
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Who this course is intended for: Parts and Aftersales Managers.

Course Structure: Onsite Half-Day course or online Zoom course (2 x 90-minute consecutive sessions with an interval of 10 minutes).