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We’re seeing new employee roles like sales business. However, some dealers complain A robust CRM is integral to the success
consultants, product specialists and customer about spending money on training only to of varied sales models. It must be able to
experience consultants. These employees have employees leave a few months later. support different processes (digital, touchless,
engage with customers throughout the This is an excellent opportunity to honestly in-store and hybrid), integrate with your
process in the way the customer prefers, assess if you’re offering an exceptional work systems seamlessly and automatically arrange
whether that’s online, on the phone, in person environment along with competitive pay. customers into an appropriate status. This
or some combination of the three. ensures any employee who interacts with the
Make sure you ask your vendors if they offer customer can see the full customer journey,
It’s a controversial topic, but the model of one free digital or on-site training. Most do, and history and preferences so they can interact
employee handling a deal from initial contact it would benefit you to take advantage of it. with them in a personal, customized way.
through the F&I paperwork is picking up The key is to hold your staff accountable to
speed in dealerships. This may be the wave of attending and implementing what they learn. 2020 continues to be a wild and crazy ride
the future as customers prefer working with Another training tip is that the success of the and new ways of selling and servicing
only one person vs. being handed off between training is far greater when the managers vehicles are likely here to stay. The above
employees and dealerships can scale down take the training with the salespeople. tips will help you finish the year strong with
staff to cut costs. It’s everyone’s job in the dealership to be sales strategies, technology, and training,
professionals! that will set you up for a prosperous 2021
Prioritize employee training. You can never and beyond. n
spend too much on training, especially as Invest in the right tools. Digital retailing is a
staff take on new roles. Use training as a hot topic that’s here to stay. It’s smart to invest Billy Reynolds is a 20+ year veteran of the
way to evaluate your team in light of the now in your digital showroom. Other touchless automotive industry, holding various retail
changing market. Assess who can adapt technologies may also persist long term. One the positions in sales and general management
to new processes and who struggles with service side, it’s worth your time to investigate before joining Elead. As Regional Vice
change. To move your dealership forward, solutions that keep customers safe and speed up President, Billy currently oversees the sales
you have to have the right team. Training is the process, like online appointment scheduling division located in the Southeast region of
a proven investment that will strengthen your and payments via text. the U.S.

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