Fixed Operations Workshop Advanced levels 3 and 4 (37.5 hours)
Must have previously attained Levels 1 and 2
- Overcoming fear-based objections
- Understanding the clients fears
- Understanding your fears
- Understanding the perception of value
- Active listening skills
- Avoiding the pitfalls of poor communication
- Collaboration within the process
- Getting clear permission to proceed (Authorization parameters)
- Phone skills (The outbound and inbound call)
- Better use of the calendar, creating work flow efficiencies
- Remuneration opportunities and booking appointments
- Reviewing the work-order before requesting payment
Content - Best Practices
- Priority Management = Time Management
- Conflict resolution and when to elevate a dispute
- Measuring your performance
- Keeping your promises “Under promise and over deliver”
Follow up In-Store Training Days
Fixed Operations Levels 3 and 4
- Data analysis deeper dives
- Self-Evaluations and tools
- Inventory controls
- Optimizing CPRO’s
- Offering a higher level of service
- One on one training
- Live on floor team training
- Enhanced sales skills
- Work order analysis for opportunities missed
- Training reports
- Live on floor team training
- Advanced interpersonal skills, psychology of the customer
- Role or real play
- Return to the manuals for reviews and reinforcements (Classroom time)
Course Objectives
- Discovering the greatest opportunities for growth:
- Enhanced training in self direction and leading teams to better outcomes, managing the calendar and prioritizing work
- Responsibly monitoring activities and holding staff and ourselves accountable within an encouraging environment
- Developing advanced selling skills
- Regulate inventory management
- Managing customer expectations
These skills will lead to an increase in competency, advancement, job prospects and employability for the trainees.
Evaluation and grading processes
All Trainees are recommended to the next level based on:
- A written progress report from the Trainer after every visit. Reviewed in person with the General Manager.
- Hours completed (20 minimum to attain the next levels of competency)
- Instructor evaluated competency, based on in-store observation (Live training) and a practical test that is generally 1-2 Hours depending complexity of the scenario provided.