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AUTOMOTIVE

CALENDAR AND COURSE GUIDE MAY 2014


WARRANTECH COURSE GUIDE AND CALENDAR

TABLE OF CONTENTS Overview....................................................................................................................................................... 4 2014 Course Calendar................................................................................................................................... 5 Meet Our Trainers.......................................................................................................................................... 6 Courses: Basic F&I Training 101................................................................................................................... 7 Courses: Telephone Skills............................................................................................................................. 8 Courses: Basic New Car and Used Car Sales Training 101......................................................................... 9 Courses: Goal Setting and Achievement...................................................................................................... 10 Courses: How to Conduct Meetings People Want To Attend....................................................................... 11 Courses: In-Dealership Development........................................................................................................... 12 Courses: Leadership Development............................................................................................................... 13 Courses: Psychology of the Sale.................................................................................................................. 14 Courses: Expanding Internet Sales Opportunities........................................................................................ 15 Courses: F&I Directors School...................................................................................................................... 16 Courses: Custom Partner Programs............................................................................................................. 17

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OVERVIEW AUTOMOTIVE TRAINING Warrantech has been a leader in the automotive industry for more than three decades, providing vehicle service contracts and ancillary products to automotive, recreational vehicle and powersports dealers through our network of agents and OEM providers. In addition to the products themselves, our company has organized an automotive training department to help with implementation, installation and retail sales development. This team is made up of some of the industry’s foremost sales and finance trainers in the country. This is a listing of courses and services that are currently being offered. Our commitment to provide world class VSCs and ancillary products is strongly enhanced by the experience of this retail sales training team. When you call on this group, you will immediately know you are talking to the right people.

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WARRANTECH COURSE GUIDE AND CALENDAR

JANUARY

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

FEBRUARY

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

MARCH

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

APRIL

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

MAY

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

JUNE

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

JULY

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

AUGUST

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

SEPTEMBER

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

OCTOBER

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

NOVEMBER

DECEMER

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

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F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20

F&I Certification Course COURSE FIC14 Eugene, OR 02/18 - 02/20


MEET OUR TRAINERS Doug Christenson is a Regional Training Manager at Warrantech Automotive, Inc. He brings 29 years of retail and executive automotive knowledge to our company in both variable and fixed operations. A native of Flint, Michigan, Doug’s career began on the GM assembly line, progressed to the retail side of the business and now includes new, pre-owned and finance director experience. As National Field Operations Manager for Sonic Automotive, he coordinated due diligence operations as a part of their dealership acquisition team. Doug was one the original six members inside SAH given the responsibility to create Sonic University and served as an instructor for their Dealer Academy as well. Today, he is equally adept training with the Wall Street metrics of our publically help partners in mind and at the same time, bringing his knowledge to our private partners who value his ability to relate directly to their longstanding family and community traditions. William Carr is a Regional Training Manager for Warrantech Automotive, Inc. He came to Warrantech’s Training department in March of 2013 after many years of writing Sales and Sales Management training for some of the nation’s top training companies. Mr. Carr started in the automobile business selling cars at his father’s dealerships. He spent 15 years developing training as Vice President of Training for Pat Ryan and Associates and for the last 15 years as Director of Training for The Van Tuyl Dealer group. In addition to selling cars Mr. Carr’s retail experience includes Sales Management, and Finance Management. Carr also was a Platform Manager for five of the Red McCombs stores in San Antonio and General Sales Manager for Keyes European in Los Angeles, California.

Mike Sims

is our newest member of the automotive training team although he joined Warrantech in 1998. For 16 years, Mike held the position of Training Director for Consumer Products and Claims. Now as Training and Development Manager for the Auto Sales Team, Mike’s experience makes him uniquely qualified to bring together the best interests of our Warrantech agents and the needs of our OEM and independent dealership partners and their customers. Mike grew up in Fort Worth, Texas. He attended Prairie View A&M University and is an active member of the Campus Drive United Methodist Church where he co-founded the Joshua Generation Mentorship Program which helps redirect the academic focus of students who are at risk of dropping out of school. His ability to transform ideas into reality with high quality results has proven to be a valuable asset and his training skills are widely utilized with our company. When called on to creatively tackle challenging issues, Mike’s ability to analyze viable alternatives and provide innovative solutions within our client’s budget and time considerations are well recognized for increasing effective team development. For those interested in enhancing customer satisfaction, generating company revenues and facilitating team growth, Mike Sims is valuable motivational asset.

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WARRANTECH COURSE GUIDE AND CALENDAR

BASIC F&I TRAINING 101 The Warrantech course “Advanced Skills For Today’s Business Manager” was designed specifically to help finance managers maximize profits while maintaining high CSI in the F&I office. The class will teach finance personnel how their actions affect each member of the sales team and their families. We believe there are no practice laps in F&I and providing the new manager with the knowledge and the tools he will need to excel is crucial to his immediate success and to the success of the finance department.

This is a three-day course held at our Bedford, Texas

IN THIS CLASS, WE WILL EXPLORE THE FOLLOWING GOALS:

corporate office. Managers will participate in rigorous class work and extensive role-playing exercises. An examination of each of the individual manager’s

• Understanding the key roles of your position as a finance manager

dealership numbers will be conducted and action plans developed to achieve new back-end profit

• Learning the “12 Steps to the Finance Sale” system

objectives. Each manager will be expected to make a mock presentation to a customer in the finance office, which will be videotaped and evaluated by

• Selling vehicle service contracts and ancillary products in a timely manner

our instructors. A copy of each presentation will be provided to each participant for review once the

• Understanding consumer psychology

manager has returned to his home dealership.

• Learning advance objection handling techniques consistent with exemplary CSI

Variations of this course have been made available

• Asserting yourself as a management leader in the dealership

to meet the needs of individual agents or dealership groups. When customization is requested, this training session can be conducted in the field as a regional session to be attended by multiple dealerships at one time. It has also been held for the managers of a dealer group at an individual dealership that was equipped to handle the necessary logistics in a more personal venue.

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WARRANTECH COURSE GUIDE AND CALENDAR

TELEPHONE SKILLS This seminar is designed to lead the student through the entire customer-by-telephone contact process. Even with the increased reliance on the Internet to secure information, we believe the telephone call is often the first direct human contact with the automobile dealership. It is therefore crucial that this first opportunity to capture the customer is handled correctly and efficiently — not to complete a sales transaction but to create an appointment for a scheduled dealership visit.

The course begins with a real-world examination of

ATTENDEES WILL LEARN THE FOLLOWING:

the true value of a customer’s telephone call to the dealership and an understanding of the purpose of

• How to survive your customer’s elimination process

the call from the perspective of the customer. We will show course attendees the corresponding investment

• What to say to a customer when the target vehicle in unavailable

a dealer makes in advertising dollars just to make the phone ring. Once this understanding has been created, we will begin to probe the value of scripts in

• How to discuss financing options

all business transactions that utilize a telephone. The

• Handling requests for trade-in value

participants will learn to develop scripts as a road map

• Getting a name, a cell phone number and setting the appointment

to the proper conclusion of setting an appointment. The class will finish with role-playing exercises highlighting the proper verbiage to be used to increase the likelihood of appointment setting. The seminar will increase the amount of appointments the attendees set by giving them confidence to both make and receive customer calls, and to make certain to ask for a specific appointment each time. This technique will also increase the likelihood of appointments that show and which ultimately lead to new and used car sales.

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WARRANTECH COURSE GUIDE AND CALENDAR

BASIC NEW CAR AND USED CAR SALES TRAINING 101 The basic sales course is designed to take a beginner or an experienced salesperson that would benefit from a training camp restart through a step-by-step presentation on how to sell vehicles to the general public. This course is taught from a needs awareness perspective, which focuses the salesperson’s attention to the true emotional desires of the customer instead of telling the customer what they should consider.

Each salesperson will become well versed in both the

OTHER TOPICS WILL INCLUDE:

why and how a customer works their way through the decision-making process. This course will include

• An interactive trade walk-around with the salesperson and the customer

everything from goal setting to prospecting and how to deal with the customers on the dealership proper. Included in the course are carefully crafted

• Handling objections

scripts designed to help the salesperson through the

• Interaction with F&I

sometimes awkward initial meeting. As rapport is built, this initial encounter can now be used as a map for the

• How to effectively handle a T.O.

remainder of the 12-step sales process.

• Generating repeat and referral business

Special attention is allocated to the handling of a customer’s trade. By the end of the course, each attendee will be able to confidently handle the tradein and fully understand how to use the trade-in as a positive by allowing the customer to feel as if they have successfully negotiated a winning trade-in value, which allows them to say yes. The class will also cover the modern environment of the industry, teaching how to sell against Internet pricing and low-ball payments from other salespeople. This presentation will show how proper actions promote gross profit and sales volume. However, every aspect of the course stresses CSI to be the most important function in the overall sales process.

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WARRANTECH COURSE GUIDE AND CALENDAR

GOAL SETTING AND ACHIEVEMENT This course was designed for salespeople and management who are interested in learning how to develop long-term strategic career planning. At the core of the curriculum is the Stephen Covey business bestseller The 7 Habits of Highly Successful People. Utilizing Habit #1, participants will “begin with the end in mind,” which directs them to focus on the outcome each student would like to achieve. Then, by working backward and moving toward the starting point, they can more efficiently realize their goals. This program will stress that the difference between a goal and a dream is the ability to conceive a logical game plan to reach the desired goal. We will explore both long-term and short-term goal development, while dealing with the concept of SMART goals. By the end of this program, the salesperson will have a strong working knowledge of goal setting and will be able to develop the necessary road map in order to achieve their goal, whether it is daily, monthly or lifelong career oriented. We will also deal with the positive and negative effects to a salesperson’s family and career when they reach or do not reach their stated goals.

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WARRANTECH COURSE GUIDE AND CALENDAR

HOW TO CONDUCT MEETINGS PEOPLE WANT TO ATTEND This course has been specifically designed to enhance your ability to conceive, construct and conduct effective and efficient meetings. Effectively mastering this skill allows you to ultimately hold fewer meetings and to hold a better quality meeting. You will learn to develop the skills necessary to be a great facilitator by managing a business discussion and encouraging others to participate.

For those seeking an expanded session, available

TRAINING FOCUS WILL INCLUDE:

segments include all aspects of developing departmental teamwork. This exercise incorporates

• Identification of topic, purpose and desired outcome

role-playing scenarios custom tailored to your company’s culture and goals, and helps develop internal synergy through positive encouragement

• Developing an agenda

and motivation.

• Maintaining focus and keeping the meeting moving at a comfortable pace • Making proper course adjustments when meetings wander off path • Story boarding • Developing transcription minutes of the meeting that accurately represent key points to review

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WARRANTECH COURSE GUIDE AND CALENDAR

IN-DEALERSHIP DEVELOPMENT There are times when no skills training course alone can bring about retail sales development at the dealership level. For those dealers who believe an installation of new policies and procedures is in the best interest of the store, we now offer our training team to assist with implementation changes. As the accompanying biographies document, our team brings decades of real world in-store retail experience which is crucial to the effective creation, construction and installation of new ideas.

New Car Sales

Selling Vehicle Service Contracts Off

• • • • • • •

The Service Drive:

12 Steps of the Sales Process

• Understanding Your Role as a Salesperson • Developing a Long-Term

Handling Objections Interacting with F&I Leasing Strategies

Maintenance Relationship

• Incorporating the Service Department

Proper Delivery Techniques Prospecting and Customer Development

into the Delivery Process

• VSC Sales • Prospecting and Customer Development • Asking for Referrals

CSI

Used Car Sales

• • • • • •

12 Steps of the Sales Process Handling Objections Secondary Market Financing Selecting Your Inventory Prospecting and Customer Development Ad Call Phone Skills

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WARRANTECH COURSE GUIDE AND CALENDAR

LEADERSHIP DEVELOPMENT The natural state of the universe is chaos. Energy must be introduced to instill order. In a car dealership, leadership is that energy. In this course, managers will learn the skills necessary to teach salesmen not only what to do but, more importantly, make them want to do it — whether they are being watched or not. Leadership is the most important part of any management responsibility. General George Patton said “leadership is a sacred trust and anyone who betrays it is the lowest form of life.”

In The Bass Handbook of Leadership, Bernard Bass states “the ability to lead comes from one of three sources. You are born with it, you are in a situation where events leave no choice but to lead or you learn it.” We believe most leadership skills are learned. Rather than wait for a natural leader, this course is designed to train your management team to become effective leaders and to maximize the potential with your existing staff in both sales and F&I production.

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WARRANTECH COURSE GUIDE AND CALENDAR

PSYCHOLOGY OF THE SALE The Psychology of the Sale course was designed to examine why customers act, say and do the things they do while in a dealership. Although the course identifies four specific personality types, the overall consensus is that we are all more alike than different. This consensus allows us to explore and develop certain economies of scale in terms of dealing with each customer type. There will be a focus on the customer’s body language. Just as perfecting the identification of non-verbal communication helps the gambler evaluate his table opponents, knowledge of these “tells” can help a salesperson or finance producer gauge their customer’s reaction to a sales presentation. You will learn about paradigms and how they affect the customer’s perception of a dealership’s business practices. You will understand how paradigms work and learn what drives your customer’s decisionmaking processes. These observations show us not only how but when to attempt to adjust the paradigm — in other words, when to close. We will also examine the basic differences between a statement, a question and an objection and how to effectively handle each of those situations.

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WARRANTECH COURSE GUIDE AND CALENDAR

EXPANDING INTERNET SALES OPPORTUNITIES As we move further into the 21st century and employ all of what technology has to offer, this course becomes more significant each day. The Internet does not create new sales opportunities but it does redefine the source of sales opportunities at the dealership level. This course is designed to understand this shift, retool internal policies and procedures necessary to capture this business and in some cases, to restaff as the reality of cyber selling becomes more of a daily occurrence. One thing is for certain, the Internet is not going away.

Participants can expect to examine best practices from across the country and incorporate those ideas that make sense for their individual dealerships.

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WARRANTECH COURSE GUIDE AND CALENDAR

F&I DIRECTORS SCHOOL This program starts where our popular “Advanced Skills For Today’s Business Manager” class leaves off. The class begins with a review of the advanced class, however with more of a view toward managing the systems rather than operating the systems.

The class participant should be able to control all of these functions and maintain a level of gross profit and CSI. The seminar will consist of lecture, class participation, role play and advanced homework. Some of the topics to be discussed during this seminar include:

• • • • • • • • • • • •

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Lender relations Deal structure Rehashing turn downs and qualifications Managing producers Conducting a contracts-in-transit meeting Save a deal meetings Managing the F&I information overload Goal setting and tracking Taking effective turns Overcoming objections Closing Conducting sales meetings


WARRANTECH COURSE GUIDE AND CALENDAR

CUSTOM PARTNER PROGRAMS In many cases, our training team’s most unique and capable offerings have been the result of being contacted by an individual or group with a specific need. Together we then orchestrate the development of a customized approach to solve the problem or to provide a needed service. We have accomplished this for a variety of OEMs, national chains, dealer groups and independent agents.

If the “off the shelf” solution just doesn’t make sense for your needs, let us know. We will meet together, come to understand what you want to accomplish, develop a solution and work as completely as necessary to achieve a successful implementation.

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2200 Highway 121, Bedford, TX 76021 www.warrantech.com


Warrantech Automotive Course Guide and Calendar