Course Curriculum
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01
Introduction to Modern Retailing
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Automotive Market Trends
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Serving Today's Customers
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What is "Digital Retailing"?
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Knowledge Check
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Establishing Goals for Modern Retailing
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Defining Objectives for Modern Retailing
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Knowledge Check
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Developing Your Strategy: Key Components to Success
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02
Structuring Your Dealership for Modern Retailing
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A Top Down Approach to Change Management
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Establishing Your Service Framework
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Knowledge Check
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Shaping the Environment and Culture of Your Dealership
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How to Change When Change is Hard
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Organizational Wide Communication - Driving New Goals & Objectives
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Knowledge Check
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03
Modern Lead Management for Managers
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Lead Management Basics
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Leveraging Better Quality Leads
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Knowledge Check
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Serve Don’t Sell Mentality
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Serving Customers In Micro-Moments
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Defining & Advancing the Stages of Digital Retailing
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Knowledge Check
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Measuring Modern Lead Performance
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04
Turn Ideas into Implementation – Evolving and Aligning Processes
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Operationalizing New Standards
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Aligning Processes with Tools & Technology
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Knowledge Check
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Process Mapping for Digital Leads
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Knowledge Check
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Process Mapping for Inbound Calls
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Process Mapping for Showroom Leads
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Seamless Processes Create Omnichannel Customer Experiences
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05
Optimizing Your Greatest Asset: Your People
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“NEW” Skilling Employees – What’s Important Today?
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Putting the Right People in the Right Roles
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Digital Retailing Champion
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Knowledge Check
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Job Descriptions for Evolving Roles
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Setting Performance Expectations
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Follow-Up Processes that Improve Customer Engagement
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Knowledge Check
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Increase Close Rates Without Sacrificing Gross
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06
Sustaining New Ways of Working
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Putting Action into Action Plans
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Create a Culture of Accountability
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Leverage your Digital Retailing Tools and Technology 2.0
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Recovering from Service Failures
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Meet Your Trainers
Instructor Bio:
Lawson Owen
Managing Partner

Meet Your Trainers
Instructor Bio:
Matt Lowery
Director of Training

Reviews
"Everyone in my store has been certified in the program including, and most importantly, all my managers. Our team better understands lead and process management and how to measure our success better than ever before.” ~ PAT PRESTON, DEALER PRINCIPAL, PRESTON SUPERSTORE