Service Management
Provides dealership leaders the skill developmental training necessary to improve dealership efficiency, profitability, and organizational proficiency.

 

This “on-site” service management and marketing package is designed to significantly increase:

  • dealership parts sales
  • customer and warranty labor sales
  • service department gross margin dollars
  • parts and service profitability
  • aftermarket absorption

through the installations of service management and marketing processes.

 

SKU: US-CS-ISM Categories: ,

Description

 

This “on-site” service management and marketing package is designed to significantly increase:

  • dealership parts sales
  • customer and warranty labor sales
  • service department gross margin dollars
  • parts and service profitability
  • aftermarket absorption

through the installations of service management and marketing processes.

 

Details

MODULE 1:

Analysis

- 0000-00-00 00:00:00 0000-00-00 00:00:00 America/Chicago Analysis Location Dealer Institute info@dealerinstitute.org Detailed analysis of service department income statement, service management, and service marketing processes to identify key areas for improvement.
  • Objective: Determine what specialized and proven processes are required to substantially increase service profit.
Install process for proactively managing technician hours of inventory to maximize revenue/billed hours.
  • Objectives: Increased customer and warranty labor sales, department productivity, service, and parts profitability.

MODULE 2:

Customer Satisfaction

- 0000-00-00 00:00:00 0000-00-00 00:00:00 America/Chicago Customer Satisfaction Location Dealer Institute Train technicians on creating value added work order repair stories to promote a high level of customer satisfaction.
  • Objectives: Increased customer confidence, reduced work order write offs, increased customer & warranty labor sales and enhanced service profitability.
Install specialized and proven service management processes required to capitalize on areas for improvement identified in the detailed service analysis conducted on day one.
  • Objective: Substantial service profitability increase.
*Note: The installation of specialized, proven, and customized service management/marketing processes will vary from one dealer- ship service department to another. This is due to the varying levels of service department development, and the results of the detailed service department analysis completed on day one.  

MODULE 3:

Action Plan

- 0000-00-00 00:00:00 0000-00-00 00:00:00 America/Chicago Action Plan Location Dealer Institute Develop team service department action plan.
  • Objective: Continued dealership utilization of installed and proven service management and marketing processes designed to achieve substantial and continuous service profitability growth.
Specialized value-added “on-farm” service marketing training for service manager or marketing support employee. Includes 5 to 6 on-farm customer support visits (approximately 3 per day) to train your service marketing employee, or employees, on a systematic and proven on-farm marketing process regarding how to ask for the business and close the sale. Also includes converting existing dealership marketing promotions and inspections into value-added promotions.  

FAQs

What is the Dealer Management course?
The Dealer Management course is a holistic training initiative designed to develop dealership executives and managers in to well-rounded organizational leaders.

Who should attend a Dealer Management course?
Recommended attendees are Dealer Principals, Executive Management, Branch Managers, Controllers, HR Managers, Sales Managers, Service Managers, Parts Managers, Aftermarket Managers, additional personnel being groomed for key leadership positions.

How long is the Dealer Management Course?
The Dealer Management course is six, two day modules. It will follow the same daily format of our other courses. Day one from 8 a.m. to 5 p.m. and day two from 8 a.m. to 12 p.m. Each module is held approximately 60 days apart.

What is the expected Result of the Dealer Management course?
The expected result of the Dealer Management course is to develop leaders who manage the organization holistically, improving dealership efficiency, profitability, and organizational proficiency. This is done by resolving interdepartmental conflict and creating a culture that promotes dealership continuity.

What will dealers use to track the progression of their participants through the course?
We developed an accountability tool called PIP or Personal Improvement Plan, which will be used throughout each module of every course to ensure consistency for participants and their supervisors. The PIP is a living document which grows with each participant as they move through the course, creating a clearer path to success.

What is the price?
Dealer Management consists of six, two day modules. The investment for a public offering of this course is US$5,200.00 (Kansas City, MO Course) and CAD$6,250.00 (Regina, SK Course) per participant. This includes all twelve days training, materials, personal improvement plan, lunch and refreshments throughout each module.