Course description
This two-day course is designed for front-of-house staff in UK garages, focusing on enhancing customer experience and sales effectiveness. The course covers a range of topics from understanding customer psychology, mastering sales techniques, and developing a deep understanding of the business and financial aspects of garage operations. Interactive sessions, role-plays, and discussions form the core teaching methods, ensuring a practical and engaging learning experience.
Course Aims and Objectives
Aim: To equip service advisors with the skills and knowledge required to enhance customer experience and drive sales effectively in UK garages.
Objectives:
· Develop an understanding of different personality types and communication styles.
· Learn to align personal motivations with customer-centric selling strategies.
· Master the art of ethical fact-finding to understand customer needs thoroughly.
· Enhance skills in identifying problems and offering tailored solutions.
· Explore and implement value-added services for improved customer satisfaction.
· Acquire effective sales closing techniques.
· Gain insights into operational excellence and managing customer expectations.
· Understand the impact of front-of-house operations on business success.
Develop financial awareness specific to the garage industryCourse goals and objectives
Full Course Outline
Day 1: Understanding Self, Customer, and Sales Dynamics
1. Who Are You: Understanding 4 Key Personality Types & Communication Styles
- Activity: Personality Matching Task
- Learning about diverse personalities and effective communication strategies.
2. The Philosophy of Selling: People Don't Buy What You Do, They Buy Why You Do It
- Video Session: Simon Sinek's "Start With Why"
- Task: Reflecting on personal purchasing motivations.
3. Mastering Fact-Finding: Understanding Customer Needs
- Interactive Session: The Art of Being "Nosey" in a Professional Context
- Strategies for effective and ethical fact-finding.
4. Problem Identification and Solution Offering
- Workshop: Journey Mapping from Problem to Solution
- Techniques for minimising customer friction.
5. Value-Added Services: Enhancing the Customer Experience
- Group Discussion: Identifying and Implementing Value-Added Services
- Exploring potential services and their benefits to customers.
Day 2: Operational Excellence and Business Understanding
6. The '3 Yeses' Sales Technique: Closing the Sale
- Role-Play: Practicing the '3 Yeses' Approach
- Understanding and applying effective closing strategies.
7. Managing Customer Next Steps
- Scenario Planning: From Vehicle Take-In to Additional Sales Opportunities
- Developing skills for efficient and effective customer communication.
8. People, Product, Place: The Front-of-House Experience
- Analysing Front-of-House Dynamics
- Aligning people, product, and environment for optimal impact.
9. Financial Awareness and Business Acumen in the Garage Industry
- Interactive Lecture: The Economics of Front-of-House Operations
- Understanding the financial and operational impact of front-of-house roles.
Course certificate description
IMI
Skill relevance
Other information
This course is held in: | English |
Course level: | 2 |
Expected course duration: | 2 Days |
Wed 15 May 2024 - Thu 16 May 2024
We have 8 Seats left
Total seats
10Participants
2Waiting list
0-
Booking opens
2023-07-24 00:00 - 2024-05-13 16:00 -
Cancellation / No Attendance Policy
This course may be cancelled free of charge until 2024-05-01 09:00. If you cancel after this date or no show for a training course you will be billed an admin fee which will be a % of the listed price of the course. The % for this course is 75.00%. - Login
Course program
2024-05-15 Wed
Sunderland - LKQ Academy - UK Euro Car Parts, Sunderland Unit 2, Sunrise Enterprise Park Ferryboat Ln Sunderland SR5 3RX
- 09:00 - 17:00 Held by Carl Williams
2024-05-16 Thu
Sunderland - LKQ Academy - UK Euro Car Parts, Sunderland Unit 2, Sunrise Enterprise Park Ferryboat Ln Sunderland SR5 3RX
- 09:00 - 17:00 Held by Carl Williams
Your teacher welcomes you!
Other course dates
May 2024
Course starts | Course ends | Location address | Language | Seats left | |
---|---|---|---|---|---|
2024-05-07 09:00 Tue | 2024-05-08 17:00 Wed |
Glasgow 1 - LKQ Euro Car Parts - UK Euro Car Parts, Glasgow (Baillieston) 1, South Glasgow Business Park Springhill Pkwy Glasgow G69 6GA |
EN | 8 | Book |
Jun 2024
Course starts | Course ends | Location address | Language | Seats left | |
---|---|---|---|---|---|
2024-06-13 09:00 Thu | 2024-06-14 17:00 Fri |
Manchester - LKQ Euro Car Parts - UK Euro Car Parts, Manchester (Moss Lane) 11 Park Seventeen Moss Ln Whitefield Manchester M45 8FJ |
EN | 9 | Book |
2024-06-25 09:00 Tue | 2024-06-26 17:00 Wed |
Tamworth - LKQ Euro Car Parts T1 - UK Birch Coppice Business Park, Danny Morson Way, Dordon, Tamworth B78 1SE |
EN | 7 | Book |
Jul 2024
Course starts | Course ends | Location address | Language | Seats left | |
---|---|---|---|---|---|
2024-07-24 09:00 Wed | 2024-07-25 17:00 Thu |
Norwich - LKQ Euro Car Parts - UK Euro Car Parts, Norwich (Hall Road), Hall Road, Norwich, UK |
EN | 10 | Book |
Aug 2024
Course starts | Course ends | Location address | Language | Seats left | |
---|---|---|---|---|---|
2024-08-08 09:00 Thu | 2024-08-09 17:00 Fri |
Reading - LKQ Euro Car Parts - UK ECP Reading, 169 Basingstoke Road, Reading, RG20DY |
EN | 10 | Book |
2024-08-27 09:00 Tue | 2024-08-28 17:00 Wed |
Crawley - Crowne Plaza Crowne Plaza, Langley Drive, Crawley RH11 7SX, UK |
EN | 10 | Book |
Sep 2024
Course starts | Course ends | Location address | Language | Seats left | |
---|---|---|---|---|---|
2024-09-02 09:00 Mon | 2024-09-03 17:00 Tue |
Waterford - LKQ Euro Car Parts - IRE Euro Car Parts, Waterford, Lacken Road Business Park, Kilbarry, Waterford, X91 XHP9, Ireland |
EN | 10 | Book |
2024-09-03 09:00 Tue | 2024-09-04 17:00 Wed |
Corby - Garage of Corby - UK Darwin Road, Willowbrook East Industrial Estate, Corby NN17 5XZ, UK |
EN | 9 | Book |
2024-09-05 09:00 Thu | 2024-09-06 17:00 Fri |
Luton - TBC - UK Luton, UK |
EN | 9 | Book |
2024-09-16 09:00 Mon | 2024-09-17 17:00 Tue |
Limerick - Maldon Hotel - ROI Maldron Hotel Limerick, Roxboro Road, Rathbane North, Limerick, V94 EDP4, Ireland |
EN | 10 | Book |
Nov 2024
Course starts | Course ends | Location address | Language | Seats left | |
---|---|---|---|---|---|
2024-11-21 09:00 Thu | 2024-11-22 17:00 Fri |
Winchester - William's Garage Otterbourne - UK Main Road, Otterbourne, Winchester SO21 2EE, UK |
EN | 7 | Book |