Part 1: KPI and Goal Setting
8:30am – 12:00pm
Most shop owners struggle to develop and manage KPIs or use performance information to make better decisions. This program helps participants who are working to find meaningful KPIs, get true buy-in to performance measurement and use measures to drive improvement to reach targets.
This course is designed to help participants understand the fundamentals of performance management, then successfully develop, deploy, and manage meaningful KPIs for strategic, operational, or program management.
Each participant will pick one KPI to work on and walk through the goal setting process to create a plan to achieve success for that goal.
Part 2: Service Advisor Training
1:00 – 4:30pm
Most technicians and service advisors understand the technical aspect of a vehicle at a level 9-10. The problem is that the service advisor thinks a customer understands at a level 5-6. The truth is that customer understands the technical aspects at a level two. This disconnect in the understanding of the vehicle puts the customer in fear mode, and therefore they do not make good choices.
In this class Service Advisors will learn to communicate by using level two selling techniques that will help put customers at ease and improve relationships, so they will make better decisions regarding the care of their vehicle which will lead to higher sales and therefore more profits.