Training Calendar

This course is required for Parts Associate Level 1 Certification. The purpose of this course is to provide the associate an understanding about personal communication approaches and the best ways to interact with the consumer.

The student will learn the following impact items

• The $ Value of each phone call – customer
• What does great communication look like
• Types of Communication, Verbal, Tone, Body Language
• How each type of communication affects the presentation
• How our attitude affects the communication process

The goal is for the student to learn the best ways to communicate with a customer. This class is designed for the following associates… Parts Manager, Parts Associates.

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This course is required for Parts Associate Level 1 Certification. The purpose of this course is to provide the associate an understanding about personal communication approaches and the best ways to interact with the consumer.

The student will learn the following impact items…

• Choosing the best words for the presentation
  Building power statements with better words
  Demonstrate how Tone of Voice affects the presentation
  Demonstrate how body language affects the customer
  Practice Words, Tone and Body Language on key statements

The goal is for the student to learn the best ways to communicate with a customer. This class is designed for the following associates… Parts Manager, Parts Associates.

Take Quiz Replays

This course is required for Parts Associate Level 1 Certification. The purpose of this course is to provide both new and veteran service advisors the foundation and fundamentals of being a service consultant – 2 of 3

The student will learn the following impact items

• What does great look like in your store
• Create the best word tracks for each parts process
• How to answer the phone (Answer Phone VS Vmail)
• How to place a customer on hold, answer a hold call, outgoing calls, incoming calls..
• Best word tracks, tone of voice, body language for all parts operations

The goal is for the student to have a foundation for the job role of the service advisor. This class is designed for the following associates… Parts Manager, Parts Associates.

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This course is required for SA Level 1, PA Level 1 & BDC Certifications.

The purpose of this course is to provide the service advisor with the highest impact 3 step process to present the MPI.

The student will learn the following impact items…

• How to properly present the PASS/FAIL Approach
• How to properly present the TOTAL COST to the customer
• How to handle simple questions regarding the FAILED items
• How to present dealership financing options (if available)
• How to give the customer control in the purchase decision

This class is designed for the following associates…Service Advisor, Service Manager, General Manager, Cashier, Valet, Technician. The goal is for the student to see an increase in RO Sales, Customer Engagement and improve CSI and Retention.

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This course is required for BDC, SA Level 1, PA Level 1, PA Level 2 Certification. The purpose of this course is to provide the associate with a simple process to overcome customer objections and learn how to diffuse the angry customer or individual.

• The student will learn the following impact items…
• How to listen to hear the individual objection or issue
• How to utilize tactical empathy to align with the customer or individual
• How to ask appropriate questions to guide the customer or individual to a solution
• How to guide the customer or individual to the best solution
• How to implement immediately in the dealership

This class is designed for the following associates…Service Advisor, Service Manager, General Manager, Parts Manager, Parts Associates

The goal is for the student to see an increase in RO Sales, Customer Engagement and improve CSI and Retention.

Take Quiz Replays

This course is required for Technician Level 1 Certification.
The purpose of this course is to provide the technician with the best approach to the Multi-Point Inspection. The goal is for the technician to see an increase in RO Sales and Customer Retention.

The student will learn the following impact items…

• The Theory and Practicality of the ¼ Time Principle – How to do it!
• The Pass – Fail Approach to the MPI
• How to quickly perform the MPI (Step X Step Process)
• HOW TO MAKE MORE MONEY via the MPI

This class is designed for the following associates…Service Advisor, Service Manager, General Manager, Technician, Parts Manager, Parts Associates (ALL ARE ENCOURAGED TO ATTEND)

Take Quiz Replays

This course is required for Technician Level 1, SA Level 1, PA Level 1 Certifications.
The purpose of this course is to provide all service associate strategies on efficient communication strategies. The goal is to maximize the technician time on task to improve FRH and Sales.

The student will learn the following impact items

• Efficiency – Productivity – Proficiency
• RO – Vehicle – Key Flow
• Establishing Status – Completion Times
• Best Communication Strategies
• RO Documentation communication

This class is designed for the following associates…Service Advisor, Service Manager, General Manager, Technician, Parts Manager, Parts Associates (ALL ARE ENCOURAGED TO ATTEND)

Take Quiz Replays