MasterClass

Learn hands-on customer experience best practices and how to master modern retailing

Modern Retailing & Customer Experience Excellence

The way people buy cars has changed, along with the expectations of today’s consumers. MasterClass is the only hands-on workshop that enables the attendee to apply practical application and produce results while learning. Built on the foundations of our BDC bootcamp, this MasterClass has been designed for automotive professionals and leaders who want to accelerate their careers in a new customer-centric landscape.
Learn the skills and tactics you need to create a differentiated customer experience that results in customer loyalty and increased spend. This intensive, highly-interactive workshop brings both the “how” and the real world into the training room and emphasizes active skills training exercises and skills application.

Modern Retailing & Customer Experience Excellence

Engage Your Customers
Learn how to deliver on customer needs with real-time and relevant communications that match and support the personalized buying experience of each customer.
Enrich Your Staff
Watch staff satisfaction, motivation, and efficiency soar when you add meaning to their jobs and invest in their personal advancement and growth.
Empower Your Leaders
To be involved. To be of service. To coach, mentor, guide, and inspire. Trained leaders leave with a sense of decision ownership and a commitment to the process.
View Agenda

Who Should Attend

Staff Skills Development

4 DAYS (MON - THUR)
The first 3 ½ days of this fully-immersive workshop are dedicated to sales skills and customer experience training. Attendees will learn in a classroom setting, with multiple group breakout sessions for behavior development and daily outbound phone call sessions for practical application.
Who Should Attend?
BDRs /Agents
Salespeople
BDC Managers
eCommerce Directors
Fixed Ops Managers
General Managers
General Sales Managers
Internet Sales Managers
Marketing Directors

Skills & Leadership Development

5 DAYS (MON - FRI)
Mid-level managers attending the 5-day program, return to their management role with new abilities to profit and prosper from becoming a better leader while maximizing business with customers across every lead channel. Managers learn skills that will help them better understand and communicate with their teams, conduct more effective performance evaluations, improve goals setting, team mentoring, and coaching skills.
Who Should Attend?
BDC Managers
eCommerce Directors
Fixed Ops Managers
General Managers
General Sales Managers
Internet Sales Managers
Marketing Directors

Testimonials

CallerCX call recording software wins PCG companies rising star award for AI-powered speech analytics and missed opportunity alerts for dealership sales phone training

“I had been to many but never have attended something like Biz Dev Accelerator workshop. Not only was the group educated, but we role-played and then actually made live phone calls for a couple hours every day! By the end of the second day, I had already generated three car deals for the store! Best hands-on automotive training I’ve ever been to!”

- Michelle Paschall, Business Development Director, Sheehy Auto Group
CallerCX call recording software wins PCG companies rising star award for AI-powered speech analytics and missed opportunity alerts for dealership sales phone training

I wanted to let you know that last week’s training was a big hit! With Lawson’s experience in the industry and his perfected presentation skills, it could not have gone better. It built off of the success of the service side of the CCC, as well as the training received by our people in Huntersville."

~ DAN ROBERTSON, OPERATIONS MANAGER SMAIL AUTO GROUP
CallerCX call recording software wins PCG companies rising star award for AI-powered speech analytics and missed opportunity alerts for dealership sales phone training

“It was great to attend your Boot Camp last week, I’ll freely admit that I’m one of those who enjoyed it. You and your staff did a great job of making the week move fast, keeping the information relevant and making the experience not only educational but entertaining as well.”

~ STEVE COAD, CUSTOMER RELATIONS MANAGER THOMPSON BUICK GMC CADILLAC
CallerCX call recording software wins PCG companies rising star award for AI-powered speech analytics and missed opportunity alerts for dealership sales phone training

"All the Performance Coaches were very helpful with providing ideas on overcoming objections and stalls, and on customizing the script to make it work for You… In a learning environment, it is important to be prepared to make calls."

~ DOREEN FUNG, BDM OPEN ROAD AUTO GROUP

What You Will Leave With

Staff and leadership will leave this intensive practice workshop with the professional skills and teaching techniques proven to make an impact when implemented back at the dealership. To support the retainment, implementation and continuous improvement of the skills acquired, attendees will leave with the tools and resources below.
Communication Guide
80+ page guide including talk tracks and templates for omni-channel follow-up, campaign management, and objection handling tactics.
Customized Roadmaps
You will create your own blueprints addressing your biggest challenges to improving lead engagement and campaign generation.
Assessment Templates
Self-assessment and performance assessment templates to score email response and evaluate inbound call performance.
DISC Assessment
Your unique behavioral assessment to improve teamwork and understand how different communication styles compare to yours.
Customer Style Guide
Practice applying the matrix for customer types, how to listen for cues and signals, and the most impactful ways to respond.
Leadership Tools
Props & activities to use in your store at your next staff training meeting that reinforces the skills you have mastered.

Agenda

Day 1 Topics
Establishing a Customer Experience Foundation
Modern Rules of Lead Engagement
Lead Capture Strategies & Best Practices
The Inbound Sales Call: Providing an Exceptional Experience
Inbound Sales Skill Sharpening: Listening for Cues, Building Rapport
How to Avoid Common Fail Points in Serving Your Customers
Day 2 Topics
Handling Online Leads and Creating an Exceptional Digital Experience
Timely Email Templates for Each Stage in the Modern Buying Journey
KPIs & Time Management Skills for Top Performers
Creating a Receptive Customer: Common Next-Step Objections
Implementing the Next-Step TO to Enhance the Buying Journey
Outbound Sales Skill Sharpening: Overcoming Buying Objections
Day 3 Topics
Introduction to the DISC Profile Assessment
The 4 Buying Profiles & How to Identify
Sales Performance Improvement by Understanding Yourself and Your Buyer
DISC Principles in Objection Handling & Practical Application
Sales Skills Sharpening: Mirroring Your Buyer Through THEIR Journey
Day 3 1/2 Topics
Sales Skill Sharpening: Going Deeper in Buying Rebuttals
Sales Skill Sharpening: Recreating the Showroom Experience - “Out with the OLD”
LIVE Rebuttal Battles
Staff Send-off: What will you change tomorrow?
Manager Sessions (1 1/2 Days)
Leadership or Management: You Set the Tone
Goal Setting Foundations & Managing by the Numbers
Leadership Lessons: Leading from the Front
Building Your Brand & Differentiation
Applying Your Brand in a Memorable Experience
Defining Your Unique Value Propositions
Preparing Your People for Successful Campaigns
Creating the Customer-Centric Process Map: It’s THEIR Journey
Grand Finale
Day 1 Topics
Establishing a Customer Experience Foundation
Modern Rules of Lead Engagement
Understanding the Current State of Service
Understanding Service Campaigns & Retention Strategies
Outbound Service Skill Sharpening: Overcoming Objections
How to Avoid Common Fail Points in Serving Your Customers
Day 2 Topics
Online Service Scheduling Best Practices
KPIs & Time Management Skills for Top Performers
Creating a Receptive Customer: Common Service Objections
Understanding Service Campaigns & Retention Strategies
Outbound Service Skill Sharpening: Overcoming Objections
Day 3 Topics
Introduction to the DISC Profile Assessment
The 4 Service Customer Profiles & How to Identify
Service Performance Improvement by Understanding Yourself and Your Customer
DISC Principles in Service Objection Handling & Practical Application
Service Skills Sharpening: Mirroring Your Customer & Building Rapport
Day 3 1/2 Topics
Service Skill Sharpening: Service Conflict Recovery and Resolutions
Service Skill Sharpening: Recreating the Service Drive Experience - “Out with the OLD”
Staff Send-off: What will you change tomorrow?
Manager Sessions (1 1/2 Days)
Leadership or Management: You Set the Tone
Goal Setting Foundations & Managing by the Numbers
Defining Your Unique Value Propositions
Creating the Customer-Centric Process Map: It’s THEIR Journey
Service Capacity Calculator 
Smart Scheduling Best Practices
Supporting First Contact Resolution
Establishing Standards for CCC: Customer Communication Cadence: Proactive follow-up and expectation setting with customers
Service Support Staff Huddle
3-2-1 Grand Finale

Upcoming Boot Camps

Sales

Service

Service Biz Dev Boot Camp - Feb 10-14th

Sales Biz Dev Boot Camp - Feb 17-21st

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