All retail implementations consist of having Dealer Service Academy’s highly-skilled Certified Coach work with the dealership’s managers and personnel in  4 day increments, customizing the process and focusing on retailer’s unique opportunities.

• Dealer completes pre-implementation questionnaire.
• Phone conference with Retailer, ten days prior to implementation.
• Set expectations (results, ongoing investment) prior to visit.
• Arrive before “doors open” for morning business.
• Observe retail opportunities alongside dealership management.
• Opening meeting with Dealer / Decision-Maker and a client representative if applicable.
• Determine baseline performance data.
• Review of key benchmarks with dealer and key managers.
• Determination of road-blocks to implementation.
• Mini-workshops (split-staff) for all dealership employees.
• Interactive role-playing and modeling with Service Advisors.
• Breakout sessions and team building activities.
• Develop telephone response skills, word-tracks and techniques.
• Strategic appointment setting (telephone and listening skills).
• Interaction with actual dealership customers (real-world training).
• Demonstrate Dealer Service Academy service process, strategies, techniques and skills.
• Positioning of Key Client Products
• Use of proper terminology with Managers and Service Consultants.
• Use of Client Proprietary Tools.
• Greeting and write-up tools.
• Proper menu presentations and tools.
• Selling skills and Asking for the Sale
• Understanding and overcoming objections.
• Development of individual and department goals.
• Interview and coach individual Service Consultants.
• Implement and process map active delivery process.
• Set “next appointment” skills and tools.
• Dealer performance report is generated.
• Individual Action Plans for next 30, 60 and 90 days.
• Closing meeting with Dealer/GM and review of retail performance