14. TRAINING YOUR OWN PARTS DEPARTMENT HOW TO SELL (1day)
WHO FOR
Parts Managers and Supervisors who wish to increase the service and sales skills of their team for both telephone and in person sales OTDB opportunities to do business.
AIMS OF THE PROGRAMME
• To Improve The Leadership and Training Skills of Parts Managers and Supervisors
• To Establish A Higher Standard Of Telephone Skills And Service Behaviour By Staff Within The Parts Departments.
• To Maximise The Conversion Of All Telephone Parts Inquiries Into OTDB (Opportunities To Do Business).
• To Maximize Sales And Profit From Parts Departments Within The Group From Parts, Service, Car Sales And Business To Business Parts Selling.
• To Achieve And Sustain The Highest Degree Of Customer Satisfaction By Projecting The Professional Image Of Customer Facing Staff.
• To Increase Your Own And The Earning Potential Of Your Team.
THE MAIN THEMES THAT WILL BE COVERED ARE:-
• The Managers Role As A Trainer - Instructor, Coach And Counsellor
• The Benefits Of Coaching Your Own Team For The Team, Individual Team Members, The Manager, The Business And The Customer
• How To Develop Staff including Cross-Skilling And Competence Standards
• Rewarding The Parts Department For Sales Achievement - Team? Individuals? - Both?
• How To Use The Training Process As A Leadership Position Enhancing Tool
• How To Coach To Impart And Build High Levels Of Confidence, Knowledge, And Self-Esteem
• Establishing A Benchmark Of Competence In Selling Over The Telephone And In-Person.
• The Provision Of A Structured Training Reference Resource
• The Use Of A Dedicated Parts Dept. Sales Person V The Team To Deal With Business
• Handling Incoming Calls
• Outgoing Prospecting Calls - Business To Business
• Selling A Fitted Parts Service
• How To Manage Your Own Coaching Programme
• How Often Should You Coach
• Manager's Notes On Coaching Skills
• Group And Individual Questioning Techniques
• Further Coaching Skills
• Coaching 1 To 1 & In Groups - Involvement Techniques
• Coaching Practice With Example Structured Coaching Training Session Tools
• 4 Example Training Sessions
• Summary Of Coaching Programme
• Parts Enquiry Price Only/Order Supply
• Parts Opportunity To Do Business Log (OTDB)
• Example Parts Department Coaching Feedback Forms
• Validation Procedure & Mystery Shopping Programme Examples