Successful businesses understand the importance of continuously reviewing processes, people, and strategy to ensure ongoing excellence. TrainSmart can help your dealership identify the most critical areas for improvement and provide tools and training to encourage all employees to help take your business to the next level.
Whether you need to improve internal communication, customer service, enhance the use of technology for greater productivity or turn your managers into more effective leaders, TrainSmart will customize a solution to set your dealership on the path to greater success! We will help you create a customer-focused environment that will improve CSI, increase customer loyalty, and boost dealership teamwork.
|The Process||Description||Length of Time
(approx. depending on
dealership size & goals)
|1.||Understand Management Goals and Challenges||Schedule a meeting with management to identify goals and challenges||2 Hours|
|2.||Collect Data: Mystery Shop, Observation and Interviews||TrainSmart will mystery shop all departments and processes in person, via phone and online.|
A TrainSmart consultant will then spend time in the dealership observing customer and employee interactions, conducting interviews to understand tools and processes, and review and analyze CSI data.
|3 to 5 Days|
|3.||Develop Improvement Strategy||Once all of the data has been collected, TrainSmart will provide a recommended improvement strategy that will include training, coaching, and a suggested schedule.||8 Hours|
|4.||Training – Employees and Managers – Coaching and Practice||Training is the foundation to improving skills. Training topics may include:|
- Customer Service
- Serving the Female Customer
- Improving CSI Creating a Dealership Team
- Social Media Strategy
- Phone Skills
- Meeting Facilitation for Managers
- Coaching Skills for Managers
- Leading vs. Managing
- Greeting and Leading Customers (Sales and Service)
- Creating an Effective Follow-up process (Sales and Service)
- Improving Demonstration Skills (Sales)
- Writing a Good RO and Story Using CCC (Service Advisors and Techs)
- Interviewing and Hiring
- Creating a Performance Review Process
“Training is an event, learning is a process.” TrainSmart will work with your management team to provide tools and processes to ensure that training is reinforced and practice occurs to improve skills before employees work with the customer.
|Each session can be scheduled in 2 hour segments and will vary depending on needs and personnel. A kickoff training session is recommended for the entire dealership to ensure that everyone understands the goals for the dealership and the program.|
|5.||Continuous Improvement Process||TrainSmart has developed a process that combines concepts from Kaizen and other problem-solving, improvement methodologies. By involving team members from across the dealership, the CIP improves teamwork, increases accountability and understanding, reduces costs, improves efficiency and effectiveness, and enhances the overall culture of the dealership. TrainSmart will facilitate the first CIP team and train selected personnel to carry on the process.||Varies|