Index. Business Skills Courses. Service Management Courses Overviews. Service Advisor Courses Overviews. Courses Detail Service Management

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2 Index Business Skills Courses Service Management Courses Overviews Service Advisor Courses Overviews Courses Detail Service Management Courses Detail Service Advisor Example Parts Courses Example Blended Training

3 Business Skills Courses

4 Business Skills Courses Management development Leadership Communication Team building Sales development and improvement Marketing Trainer training/presentation skills Writing skills Recruitment and selection Telephone skills Problem solving and decision making Negotiation skills Time management Interpersonal skills Stress management

5 Course Details

6 Service Management Training Courses Service Profitability and Customer Satisfaction This four-day module is a complete service management course that reviews financial analysis through management of the department for optimum success in profitability and customer satisfaction. All processes will be reviewed and analysed. This course is suggested for Service Managers, Fixed Operations Managers, Assistant Managers, General Managers, and Dealer Principals. Monitoring Performance This one-day module reviews all areas that managers must track on a daily, weekly and monthly basis. It s not what we expect but what we inspect that is important. In review will be all the important key performance measures and the tracking that should be in place to monitor them. This course is suggested for Service Managers, Fixed Operations Managers, Assistant Managers, Parts Managers, General Managers, and Dealer Principals. Financial Analysis and Forecasting This two-day module is available for both service and parts departments. The two courses are designed to be department specific. Key financial performance measures are reviewed and compared to established industry benchmark. Dealership performance is compared to these benchmarks with action plans being developed where performance gaps exist. This course is suggested for Service Managers, Fixed Operations Managers, General Managers, Dealer Principals, Accountants, and Parts Managers.

7 Service and Parts Merchandising This two-day module will analyse the merchandising needs of the service and parts departments. Competitive market driven pricing to mass media advertising will be reviewed and discussed. Future growth opportunities for their business will be identified, along with learning how to develop a merchandising plan to realise the full potential offered by these opportunities. This course is suggested for Service Managers, Parts Managers, Operations Managers, General Managers, and Dealer Principals. Facility Utilization This two-day module will address the challenges of utilizing the facilities we currently have. We will look at best ways to utilize your existing floor space and examine opportunities that exist for extended operating hours, as well as alternate production methods. This course is suggested for Dealer Principals, Fixed Operations Managers, Service Managers, and General Managers. Maximizing the Production Staff This two-day module examines ways to improve tech productivity and the areas that affect productivity and efficiency. Each student will examine their own operation for areas that affect the techs performance. Different types of incentive plans used for productive staff will be covered, while tracking and performance standards will be set up by all attendees. This course is suggested for Service Managers, Shop Foreman, General Managers, Dealer Principals, and Team Leaders.

8 The Pre-Booking Process in Depth This one-day training module is designed to improve pre-booking process and customers experience with the service operation. It includes telephone role-play and covers necessary elements of an effective telephone pre-booking process, available hours, using the computer system, and handling phone calls. This course is suggested for Service Managers, Service Advisors, Appointment Coordinators, Service Receptionists/Greeters, and Telephone Operators. The Active Delivery Process This one-day advanced training module covers how to end every customers experience with our service and parts operation. How we treat the customer in this final step will dictate whether they do business with us in the future. This course goes through the complete process and details what must be done to ensure customer expectations are exceeded. This course is suggested for Service Consultants, Service Managers, and Service Support Personnel. The Professional Service Advisor This two-day advanced module covers the talents experienced Service Advisors should be using to exceed customer expectations. Includes video tape training and role-play, along with open discussion regarding customer expectations and how they can be exceeded. This course is suggested for Service Consultants, Service Managers, and Service Personnel. Overcoming Customer Objections This one-day training module addresses the challenges created by unhappy customers. We review what customers expect and ways to overcome their concerns, as well as winning them over as long-term customers. This course is suggested for Service Consultants, Service Managers, Controllers, Team Leaders, Parts Counter Personnel, and Parts Managers.

9 Service Advisor Training Courses Basic Service Advisor Course This two-day training course is designed for entry-level service advisors and covers three basic processes: customer consulting process, pre-booking process and active delivery process, as well as basic customer handling skills. Advisors will leave with skills to sell customers their basic needs along with a positive outlook towards this. The goal is to improve customer satisfaction and profits at the same time. This course is suggested for new Service Advisors, support personnel, and new Service Managers. Customer Consulting Process This one-day training module covers the complete service drive consulting process. It reviews all steps and expounds on how to exceed customer s expectation of the company and services provided. Including two hours of role-play, this course will take advisors to the next level in customer care process. The goal is to see additional sales and profits, and more satisfied customers. This course is suggested for Service Consultants and Service Managers. Selling What The Customer Needs This one-day training module covers sales techniques to be used with service and parts customers. We will review selling with integrity, soft selling, and other persuasive selling techniques. The goal is to sell customers all the services and parts we have available, along with converting parts customers to service customers. Why sell only parts when we can sell the complete service? When customers buy one part or service, why not also buy the connected parts or service. Example, why sell a timing belt when we can sell a timing belt, oils seals, and water pump). This course is suggested for Service Advisors, Service Managers, Appointment Coordinators, Controllers, Team Leaders, and Parts Counter Personnel.

10 Service Managers

11 Service Profitability and Customer Satisfaction Course Overview This four-day module is a complete service management course that reviews financial analysis through management of the department for optimum success in profitability and customer satisfaction. All processes will be reviewed and analysed. Learning Objectives Understanding the management of financial data To understand the analysis of Service Data Understanding the Service Management role in this area and interface with the finance department Understanding the reverse impact on operations using financial data as the identifiers Content General Base financials revision Step by step financial data understanding from the dealer statement Repair order analysis KPA s and KPI s Designed for: This course is suggested for Service Managers, Fixed Operations Managers, Assistant Managers, General Managers, and Dealer Principals. Course content detail Basics revision Understanding a dealer financial statement Impact areas KPA s KPI s Financial Statement Practical Repair order study and Practical Customer Satisfaction and the relationships to financial house keeping Market Driven Pricing Establishing Benchmarks Evaluation of Performance Building an achievable forecast

12 Monitoring Performance Course Overview This one-day module reviews all areas that managers must track on a daily, weekly and monthly basis. It s not what we expect but what we inspect that is important. In review will be all the important key performance measures and the tracking that should be in place to monitor them. Learning Objectives To understand department control Understanding the key measurements and benchmarks to monitor and aim for Understanding the danger zones and what to do Content General All the Key Performance Indicators that are used on a daily, weekly and monthly running of the Service Department Designed for This course is suggested for Service Managers, Fixed Operations Managers, Assistant Managers, Parts Managers, General Managers, and Dealer Principals. Course content detail KPA s & KPI s Benchmarks / Actual What Should Be Tracked Daily? What Should We Track Weekly? Areas to Track Monthly

13 Financial Analysis and Forecasting Course Overview This two-day module is available for both service and parts departments. The two courses are designed to be department specific. Key financial performance measures are reviewed and compared to established industry benchmark. Dealership performance is compared to these benchmarks with action plans being developed where performance gaps exist. Learning Objectives Understanding the management of financial??? Understand the analysis of Service Data Understanding a Service Management s role in this area and interface with the finance department Understanding the reverse impact on operations using financial data as the identifiers How to plan and implement the information gained in this course Content This course is a mix of Monitoring Performance and Service Profitability the main difference in the project on the secound day is practical using the Dealer s own data to construct a plan to move forward on return to the dealership. This is usually for dealers who can send several people so they work as teams and confidentiality is kept intact Designed for This course is suggested for Service Managers, Fixed Operations Managers, Assistant Managers, General Managers, and Dealer Principals. Course content Basics revision Dealer statement understanding Impact areas KPA s KPI s Statement Practical Repair order study and Practical Building an achievable forecast Building as plan for your own dealership to move the business forward

14 Service and Parts Merchandising Course Overview This two-day module will analyse the merchandising needs of the service and parts departments. Competitive market driven pricing to mass media advertising will be reviewed and discussed. Future growth opportunities for business will be identified, along with learning how to develop a merchandising plan to realise the full potential offered by these opportunities. Learning Objectives Understanding Advanced Service Concepts Understanding the four P s of marketing Understanding multilevel pricing Understanding how to develop a marketing plan Completing an action plan Content This course has been developed for the service manager to learn how to work handin-hand with the Parts Manager to increase the profitability of both departments. It covers the main aspects of marketing and also incorporates seven advanced concepts such as competitive pricing variable labour rates and many other items that are not currently use in the Australian marketplace. Designed for This course is suggested for Service Managers, Parts Managers, Operations Managers, General Managers, and Dealer Principals. Course content Advanced service concepts: Use of genuine parts (or the approved equivalent) Open convenient times Up-front competitive prices Ability for customers to talk with Technicians Friendly, helpful and ethical staff While-you-wait, no appointment required Collectively the above benefits provide your Service customers with a value for money experience The four P s of marketing Multilevel pricing Developing market plans Completing an action plan

15 Facility Utilisation Course Overview This two-day module will address the challenges of utilising the facilities we currently have. We will look at best ways to utilise your existing floor space and examine opportunities that exist for extended operating hours, as well as alternate production methods. Learning Objectives Understanding the concepts of production Understanding building plans Understanding traffic flow for vehicles and people Understanding the utilisation of overtime and shift work Content The content of this course is designed to assist Service Managers with facility concerns. (These concerns usually arise from a situation with a growing franchise, or a dealer has no room to grow.) The course addresses this situation and also finishes with looking at the students and owner workshop designs and concerns and assisting with solutions. Designed for This course is suggested for Fixed Operations Managers, Service Managers, and General Managers. Course content Understanding Basic Plans Exploring basic and advanced workshop designs and features Understanding the concepts of overtime and shift work Working with teams Utilisation of staff for quick service (dual manning) Facility redesign Equipment requirements and modern concepts Time and motion study Redesigning your own facility to obtain the best performance

16 Maximising Production Course Overview In today s competitive environment, customer service is the key tactic to create and sustain competitive advantage, customer retention, word of mouth referrals and repeat business. This practical course provides the tools to those who are responsible for managing service to streamline the operation in the people/production areas. The improvements in maximising production and production staff have a natural flow-on to improved customer retention. Learning Objectives Understanding the management of production and production staff Understand the processes, skills, time management, people management and facility management to run a successful workshop operation Understanding a Service Management role in the workshop production area Understanding how to implement and manage change in this area Content general Aligning the Service Manager to focus on the total production of work throughput Identify the areas for concentration for continuous improvement Identifying the Key Performance Indicators Understanding and implementing change in this business area Designed for General Managers, Service Managers, Assistant Service Managers and Fixed Operations Managers Course content detail Productivity & Efficiency Value of a Technician in your Market How Many Technicians are needed to Produce Profit? Facility and Facility Layout Impact Tools Equipment and Training Process and Scheduling Dispatch of Work into the Production System Tracking Performance Planning and Change

17 Service Advisor

18 Basic Service Advisor Course Overview This two-day training course is designed for entry-level service advisors and covers six basic processes: customer consulting process, pre-booking process and active delivery process, as well as basic customer handling skills. Advisors will leave with skills to sell customers their basic needs along with a positive outlook towards this role. The goal is to improve customer satisfaction and profits at the same time. Learning Objectives Understanding basic processes Understanding the booking process Understanding the delivery process Understanding basic customer handling Content General The content of this course is designed for new service advisor who has previously never attended to customer needs. This course includes all the basic processes that are required to handle customers. It covers the phone contact with the customer, faceto-face contact with a customer and the delivery process at the end of the day with a customer. It also includes some communications/handling skills. Designed for This course is suggested for new Service Advisors, support personnel, and selectively Service Managers. Course Detail Introduction to processing The telephone process The greeting process Customer handling and communication The delivery process Follow-up process (The length of this course is two days as between modules role-play is included)

19 Service Advisor Business Process Course Overview The major touch point of all customers is the Service Advisor. Recent CRM studies have concluded that this area of the automotive business is the key to retention. This course is the third in the series of processing/managing the customer and maintaining profit at the same time. Learning Objectives Comprehending the modern customer Comprehending what impacts on the customer perceptions Understanding the functions of customer contact Understanding the process of first phone contact Understanding the process after the first phone contact Understanding the process of face to face contact Understanding the delivery/vehicle pick process Content General The course covers the customer processing functions step by step in each area in detail. Role play is required for the phone and customer face to face contact. Exercises throughout the course will reinforce the subject. Designed for The course is designed for all Service Advisors, whether experienced or new to the position. The novice will gain valuable knowledge however, impact would be better for current staff already in the position of Service Advisor. Course content detail General Automotive data supporting the subject Today s Customer Trends Automotive industry Modern consumers Customer perceptions Job Duties Appointment Process in Detail Consulting Process in Detail Delivery/Pick up Process in Detail Follow up Process in Detail

20 Selling What the Customer Needs Course Overview This one-day training module covers sales techniques to be used with service and parts customers. We will review selling with integrity, soft selling, and other persuasive selling techniques. The goal is to sell customers all the services and parts we have available, along with converting parts customers to service customers. Why sell only parts when we can sell the complete service? When customers buy one part or service, why not also buy the connected parts or service. Example, why sell a timing belt when we can sell a timing belt, oils seals, and water pumps). Learning Objectives Understanding basic selling process Understanding soft sell Understanding persuasive selling Understanding interconnecting up sells Content This course is a pure selling course teaching the students the basic fundamentals of the sales process through to the areas that impact on service and parts. They will learn how to sell without damaging the customer relationship, that is, to ensure the customer walks away with something that is needed rather than something that is forced upon them. The techniques will include soft sell, persuasive up selling and interconnecting sales for parts. Designed for This course is suggested for Service Advisors, Service Managers, Appointment Coordinators, Controllers, Team Leaders, and Parts Counter Personnel. Course content Introduction to service advising Introduction to sales Learning the basic techniques of selling Features and benefits exercise Service and parts sales soft sell techniques The art of persuasive selling Up selling Additional up-sells Telephone sales (included in this course if time allows)

21 Pre-Booking Process in Depth & the Active Delivery Process Course Overview These two courses are derivative of the professional service consultants cause. The contents of both these courses he is taken from be advanced information in the above course and applied to these one-day modules. The courses are designed as one-day modules to pick out individuals than a week in the areas of phone consultancy and vehicle delivery. (Courses can mixed and matched to suit most circumstances)

22 Professional Service Consultant Course Learning Objectives Use resources efficiently to provide automotive products / services to customers Investigate and assess the needs of customers Guarantee delivery of products and services to meet customer requirements Monitor and adjust customer service activities to meet performance standards in line with company policy Content general Aligning the group s current business focus to customer service Recognise the tactics and actions an organisation must take to deliver high quality, consistent customer service Acting on customer feedback (CSI) Skills and people needed to support high quality service delivery Working products and services with the customer in mind Service systems Measuring the effectiveness of customer service Designed for Experienced frontline Service Advisors, Service Managers, and Service Personal who interface with the customer. Also Service advisors have attended the basic course. Course Overview In today s competitive environment, customer service is the key method to create and sustain competitive advantage, profit, word of mouth referrals and repeat business. This realistic course provides current concepts, techniques and tools to those who are accountable for operating in customer service. This two-day advanced module covers the talents experienced Service Advisors should be using to exceed customer expectations. Includes video tape training and role-play, along with open discussion regarding customer expectations and how they can be exceeded. Course Breakdown Today s Service Customer Increase and Diversity in Competition Today's Consumers Vehicle durability Length of warranties How Customers Perceive Dealers Customer Consultant Profile How Can We Ensure Better Service To Our Customers? Appointment Systems Greeting the Customer Determine Customer's Needs How to Estimate Time to Do Work? Manage Customers' Expectations Follow-up of Appointments or Parts Orders Advantages of the Consulting Process Determining Customer's Needs Review Customer's History File

23 Overcoming Customer Objections Course Overview This one-day training module addresses the challenges created by unhappy customers. We review what customers expect and ways to overcome their concerns, as well as winning them over as long-term customers. Learning Objectives Is to help you become a better sales advisor To help you control the controllable To help you overcome objections To help you understand what motivates people to buy where they do Content General This is an in-depth sales training course that takes a student further into the sales process. It helps the student understand what motivates a customer and what the motivates the customer in respect to the sales process. Designed for This course is suggested for Service Consultants, Service Advisors, Controllers, Team Leaders, Parts Counter Personnel, and Parts Managers. Course content detail Buying Motivations Characteristics of Professionals Five Habits of Top Salespeople Professional Sales Advisors Overcoming Common Objections

24 Parts Course Examples

25 Parts Course Example Effective Parts Marketing Learning Objectives Define the tasks of marketing and basic marketing principles Compare alternative approaches to marketing in different automotive parts environments Develop analytical skills through the use of case studies and computer simulation Develop relationship marketing through effective communication and conflict resolution Differentiation of company, people, goods and service to create a monopoly Content The course covers a step by step approach to effective parts marketing from strategy (what we want to achieve) through to tactic (how we are going to achieve it). This involves understanding how to successfully deliver your company s goods and services to the marketplace through differentiation, of your company, its people and its goods and services which allows you to convert your goods and services into cash at a profit. Exercises throughout the course will reinforce the subject. Course Overview Your business wouldn t exist without customers. You can t acquire new customers without performing some kind of marketing. Yet, despite these two obvious statements very few businesses have effective marketing systems in place that enables them to maintain and grow their customer base. Ultimately what the customer sees and hears when he deals with you and your dealership is marketing. It is the umbrella for all facets of your business Designed for The course is designed for Parts Consultants, who have a good understanding of the goods and services they represent, from a technical point of view, and now that needs to convert this technical knowledge to marketer status. Course content Marketing fundamentals Production and effective use of marketing plans Retail / Wholesale Merchandising Trade nights Promotional activities / customer incentives Proactive pricing policies Target advertising Internal marketing Communication / Imaging Facilities

26 Example Parts Course Managing the Assets Learning Objectives Define the tasks of inventory management and basic inventory principals Define the tasks of marketing and basic marketing principals Compare alternative approaches to effective and efficient inventory / marketing management in different automotive parts environments Develop analytical skills through the use of case studies and computer simulation Improve front line parts sales / profits performance Improve proficiency in managing customer relations at the front line Content The course covers a step by step approach to effective parts marketing and efficient inventory management from strategy (what we want to achieve) through to tactic (how we are going to achieve it) This involves understanding how to successfully deliver your company s goods and services to the marketplace through asset management and differentiation, of your company, its people and its goods and services which allows you to convert your goods and services into cash at a profit. Exercises throughout the course will reinforce the subject. Designed for The course is designed for Parts Managers, who have a good understanding of inventory management and marketing practice and need to develop these attributes to a higher level. Course Overview To be successful in the automotive parts business is not simply a case of good luck or a chance happening. Parts Managers need to be both professional marketers as well as efficient and effective inventory managers. Having the right parts in the right place at the right time will not lead to a sale if you do not market your goods and services effectively. Conversely being an effective marketer does not guarantee a sale if you cannot supply the parts on time, nor will you be profitable if the parts on the shelf are not selling. Course content Principles of Inventory Management Re-ordering parameters / strategies Stock in Months vs. Parts Supply Rate Managing Obsolete and Excess Stock Stocktake (Wall to Wall vs. Perpetual) Principles of Marketing Management Production and Effective use of Marketing Plans Retail / Wholesale Merchandising Promotional activities / Customer incentives Proactive pricing policies Target advertising Facilities Management

27 Blended Learning Example

28 Example Blended Learning Business Training - Service Year Two Business Management Stage Three Advanced Financials (Two Days) Internet Student Competency Based Follow up Budgets/Leadership (Two Days) Internet Student Competency Based Follow up 1 st Quarter 2 nd Quarter 3 rd Quarter 4 th Quarter Customer Contact In Depth Booking In Process Delivery (Two Days) Internet Student Competency Based Follow up Selling What the customer Needs (Two Days) Internet Student Competency Based Follow up Business Training - Parts Year Two Business Management Inventory Control (Two Days) 1 st Quarter Customer Contact Wholesaling (Two Days) Internet Student Competency Based Follow up Parts Service Merchandising (Two Days) Internet Student Competency Based Follow up 2 nd Quarter 3 rd Quarter 4 th Quarter Internet Student Competency Based Follow up Sales & Marketing (Two Days) Internet Student Competency Based Follow up

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