Conduct Powerful 10-Minute Training Sessions. Jennifer Suzuki President e-dealer Solutions Aventura, FL

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1 Conduct Powerful 10-Minute Training Sessions Jennifer Suzuki President e-dealer Solutions Aventura, FL

2 The views and opinions presented in this educational program and any accompanying handout material are those of the speakers, and do not necessarily represent the views or opinions of NADA. The speakers are not NADA representatives, and their presence on the program is not a NADA endorsement or sponsorship of the speaker or the speaker s company, product, or services. Nothing that is presented during this educational program is intended as legal advice, and this program may not address all federal, state, or local regulatory or other legal issues raised by the subject matter it addresses. The purpose of the program is to help dealers improve the effectiveness of their business practices. The information presented is also not intended to urge or suggest that dealers adopt any specific practices or policies for their dealerships, nor is it intended to encourage concerted action among competitors or any other action on the part of dealers that would in any manner fix or stabilize the price or any element of the price of any good or service. 2

3 Objectives: Define eight steps to prepare effective training sessions so you can support sales team growth and sales Match objectives and goals to actions that lead to better outcomes in sales process Create effective handouts that solidify key points so your team knows how to put change into action Keep Employees Longer Planned curriculum for daily/weekly training classes and new hire on boarding career path (three years) Committed personnel conducts sessions Assigned team training days/times Outside guest speakers Attendee training materials Trainer led activities Accountability quizzes Online access to review and repeat 3

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5 Training Meeting Agenda Training Topic Leave Voic s That Increase Call Backs Goals/Objectives (What they will learn and benefits) When you leave effective voic s, you will receive call backs that increase your prospecting connection ratio allowing you more opportunities to set more appointments Date Time Manager Dealership Key Points (Actions you expect to see/hear this week) 1. Personalize 2. State your customer service intention(s) 3. Let the person know you will reschedule a call back Examples (What will the actions sound/look like? Use for your Handout ) 1. Personalize - 1. I received your three days ago and wanted you to know you are valued and not forgotten about 2. We spoke two days ago briefly about your research on a 2016 Subaru Outback, I recall you mentioned loving the isight feature. 3. Thank you for visiting with me for two hours yesterday, i took many notes so nothing would be lost for our next meeting 2. State your customer service intention(s) - 1. My name is Jennifer and I will help facilitate your visit to make sure it is a time-efficient and professional experience 2. I am here to help you when you decide the time is right to visit, I will be arranging at least one vehicle to be prepared for you which will save you at least one hour 3. I will be helping you while providing you all current available options and arranging some special services that will help your visit be timely and fun! 3. Let the person know you will call back - I realize schedules can get very busy and I do not want to miss the opportunity to work with you when the time is right, I will try to call you back tomorrow and feel free to call me in the meantime 2. Making sure you receive excellent service from <Dealership Name> is my priority so I will try you back sometime tomorrow 3. Sometimes people need at least 30 days to complete their research, I do understand if you need more time and do not want to miss connecting with you. I will continue to stay in touch. If texting is more convenient, my number is.just please include your first and last name. Demonstrate (How will you show your team what it sounds like/looks like? Tie all examples together.) Hi Customer Name, Thanks for your message! I am your local <Lead Source> Representative here at <Dealership Name> and I want to be sure you are taken care of. I understand you have been online looking at some pre owned vehicles. Often times I have even more vehicle options that what you are able to see online. Do you have a quick 5 minutes to speak so I can give you some up to date information? When the time is right, I will get an option prepped in advance so you can see it right away. Customer Name, I got your and I can help you with your vehicle purchase! I can help save you time be doing a lot of prepping in advance of your visit. I will be here during your research and purchase phases. I understand you are researching small SUV s, I have many options and all are not online right now. Do you happen to have a brief 5 minutes to talk so that i can give you updated information on availability? 1. Activity - Pass the Eraser - each person must use one of the three actions. 2. Activity - Pass the Eraser - each person must execute a voic that includes all three actions 3. Activity - Teams: Write a 1st day, 5th day, 7th day, 14th day, 30th day, 60th day, 90th day voic , elect spokesperson and share with class the voic that includes the three actions. 5

6 Feedback/Recognition ( What and Why - What did they do and why is it good/bad?) _ Touch Ups (Engaging questions that encourage conversation about what is learned and how it s being implemented) * Every meeting should include a handout and checklist 6

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