Fixed Operations Training Curriculum

Private In-House Training

 

Internal Perceptions

Presented by: Certified Cardone Trainer
   
Format: Two day private In-House workshop 
   
Focus: The purpose of this workshop is to take a look at the internal customer process as it relates to the external customer satisfaction.
   
Results:     Increased owner retention. Three key attributes that dealers must focus on to provide world class service:
 

Convenience – Providing convenient days and hours of operation

Value – Enhancing the consumers perception of dealership pricing

Loyalty – Establishing and maintaining a relationship with the customer beyond the warranty experience

The Cardone Group

Management By Strengths

Presented by: Certified Cardone Trainer
   
Format: Two day private In-House workshop
   
Focus: Training in the MBS system creates a greater self-awareness and a better understanding of others. Management learns how to help people achieve maximum efficiency and productivity. Management better understands how to create environments in which people can be motivated. Associates learn to better handle customers, increasing owner retention and customer satisfaction.
   
Results:   

- Traits of the internal customer
- Provide an environment that fosters greater employee motivation
- Open lines of communication (horizontally & vertically)
- Identify and capitalize on key strengths of employees and customers
- Provide a positive, clear direction of management which serves as a common bond for all

The Cardone Group

The Service Experience

Presented by: Certified Cardone Trainer
   
Format: Two day private In-House workshop 
   
Focus: This workshop will introduce the concepts of core product, enhancers, detractors and defection. We will also address the internal and external customer concept, and how all of these things work together, to cause either loyalty or defection. This workshop provides an opportunity for the participants to move forward to the next level in providing a great service experience.
   
Results:  

- Dealership profitability is greatly influenced by the success of the parts, service and the collision departments

- Success of the fixed operations department is directly related to the dealerships ability to attract, satisfy and retain customers

- Customer satisfaction and retention are inseparable

- As competition in the automotive arena intensifies, only the dealerships with the most loyal customers will prosper

The Cardone Group

Process and Customer Retention

Presented by: Certified Cardone Trainer
   
Format: Two day private In-House workshop 
   
Focus: This workshop will take a look at process improvement as it relates to the internal and external customer. We must identify what works and what doesn’t work within our current processes, and recognize what can be done to improve, and continuously measure for the success. The best opportunity to build customer retention is with great service. This means that our internal and external processes must be of service not of sale. WE MUST FIX THE CAR, AND THE EXPERIENCE!
   
Results:  

Measure results through…

- Increased employee loyalty
- Increased customer loyalty
- Increases retailer profitability, market share and sales

Employee loyalty builds customer loyalty, and it is the combination of both that will allow us to achieve continuous maximum increases in customer retention and referral business.

The Cardone Group

Focus On Satisfaction

Presented by: Certified Cardone Trainer
   
Format: Two day private In-House workshop
   
Focus: All world class service providers have one thing in common: how seriously they take their employees. In fact, their employees are as important to them as their clients because they feel they wouldn’t have one without the other. World class service providers do not see themselves in the selling business at all. They are in the service business and employees know they are always selling themselves. Our objective is to increase owner retention through improved employee awareness.
   
Results:

- Difference between level of service and quality of service
- The customer and core product
- Relationship of process and the customer retention
- Urgency to serve not sell
- Purpose and function of lateral support groups

The Cardone Group

Total Quality Experience

Presented by: Certified Cardone Trainer
   
Format: Two day private In-House workshop
   
Focus: Participants of this workshop will evaluate processes through both the internal and external customers’ eyes by observing coworkers perform their core product in a live business environment. We will emphasize the three key attributes that dealers must focus on to provide world class service.
   
Results:    

Convenience – Providing convenient days and hours of operation

Value – Enhancing the consumers perception of dealership pricing

Loyalty – Establishing and maintaining a relationship with the customer beyond the warranty experience


2995.00* Per Month

Call for Online Presentation and Package Details
1-800-551-9020

Click here to email questions or request an appointment

 

*Participating dealers will be responsible for all expenses: Airfare, hotel, shipping, ground transportation and meals. Airfare booked 21 days in advance (coach). Hotel and meeting accommodations provided and paid for by dealer. Ground transportation provided by or reimbursed by dealer. Meals not to exceed $35.00 per day reimbursed by dealer. Workbooks / Audio Workbooks are mandatory at $29.00 per attendee. All expenses must be paid by dealer prior to completion of training.

The Cardone Group