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.

Course 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

• 04. Garage Management
• Bodyshop - Management

Other information