Dealer managers
- Development and implementation of a dealer business plan
- Financial and economic analysis
- Performance and assessment interviews
- Leadership and coaching
- Internal organisation and business process control
- Project management for internal improvement processes
- Recruitment and selection
- Team management
- Meeting techniques
- Presentation techniques
- Self-management
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Service Receptionists
- Appropriate telephone-answering skills
- Scheduling appointments
- Receiving customers at reception desk
- Proactive service sales
- Vehicle handover
- Consumer law
- Handling complaints
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Workshop Managers
- Customer-oriented communication
- Telephone skills
- Physical organisation of the workshop
- Work organisation
- Customer reception
- Commercial attitude
- Leading a team of mechanics
- Skills management in the workshop
- Providing mechanics with technical guidance and assistance
- Operational control of the workshop
- Complaints handling
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Sales Personnel
- Market analysis and territory management
- Canvassing and prospecting for customers
- Planning sales activities
- Basic and advanced sales techniques
- Drawing up professional quotations
- Correct vehicle handover
- Relationship management
- Financial, economic and tax aspects of vehicles
- Selling financial products
- Self-management
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Parts Managers
- Customer-oriented communication
- Telephone skills
- Purchasing policy and stock management
- Receiving customers at the parts counter
- Commercial presentation and structure
- Physical organisation of the parts department
- Proactive selling of parts and accessories
- Operational control of the parts department
- Complaints handling
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Mechanics
- Customer-oriented communication
- Total quality
- Direct sales in the workshop
- Commercial attitude
- Team-building
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NSC Employees
- Telephone skills (for helpdesks)
- Project management for dealer improvement processes
- Coaching a dealer and his team effectively
- Interdepartmental communication
- Dealer-oriented action and thinking
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