How can you make sure that the processes you have throughout the dealership are executed every time….. and with every customer?
This has been and still remains one of the toughest things to get accomplished in the dealership.
Every dealership throughout the country has their own processes and procedures when it comes to selling and servicing their customers.
Every dealership has slightly different “steps to the sale” in regards to selling a customer a new or pre-owned vehicle.
Every dealership has their own processes on what transpires in the Service lane.
Every dealership has their own “playbook” on how they want their customers handled.
So how do you get your employees to execute this “playbook” each and every time with every customer??
You need to build a “video” library of ALL of your processes so that each and every one of your employees know exactly WHAT you want executed and HOW you want it executed.
In this video library, you need to “role play” each and every scenario in every step in every process.
Take each step in the “road to the sale” and have your management team role play exactly how you want your salespeople to execute these steps!
Take all of the processes in your Service Drive and video each one so that your employees flawlessly handle each and every step.
In building your “video library” of training material, you can give your employees the confidence and competence to succeed! Otherwise you leave the employee to “interpret” what your processes are.
By having this video library you build efficiencies and consistencies throughout the customer interaction. An efficient and consistent process is very important to having customer satisfaction AND customer retention!
Once you have this video library of every step to every process, have some fun by having your employee’s video role play each step.
There is no better training tool than seeing yourself execute a process. Every professional sports team in America utilizes “game film” to help train their team to see what they executed well and where their opportunities lie.
In building a video library of your processes, it provides a tool that your employees can utilize to sharpen their skills on a daily basis. It also provides a new employee ALL of the information that they will need to succeed and “get them up to speed” in your dealership!
Build your “core” process video library TODAY!!!
Your employees, customers and profits will ALL benefit!!!!
About the Author: From a Salesperson to a Dealer, I have a vast amount of experience in all areas of the automotive environment.
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