2019 Programme Catalogue

Your Ford Academy Guide to Learning & Development

Page 2 Contact Information DESIGNATION NAME OFFICE E-MAIL ADDRESS Academy Call Centre Zandalee Marshall NUMBER 012-842 2502 [email protected] Academy Director Sharon Shaw 012-8422547 [email protected] Business Management Ass. Linda-Sue Fourie 012-842 2758 [email protected] Business Management Mgr. Andrew Nel 012-842 3138 [email protected] LMS Manager Nivash Mahabeer 012-842 3355 [email protected] Training Administrator Jane Motjiang 012-842 2700 [email protected] Training Administrator Koketso Mafa 012-842 2792 [email protected] Training Administrator Marie Steynberg 012-842 2066 [email protected] Training Administrator Veneece Myers 012-842 3287 [email protected] Training Manager Nadine McChlery 012-842 2564 [email protected]

Page 3 Table of Contents 5 6 COMPULSORY COURSES FOR MANAGEMENT 7  Practical Coaching Skills 8  Effective Selection Skills 9  Applied Management Competencies 10  Practical Performance Management 12  Dealer Principal Induction  Parts Management Training  Fleet Management Training TRAINING NEEDS ANALYSIS (TNA) IDENTIFIED COURES FOR MANAGERS  After-Sales Management Operations 14  Leadership 15  MRA Training 16  Sales Management Operations 17  Workshop Foreman Training 18 COMPULSORY COURES FOROPERATIONAL STAFF 20  Customer View Point Training 21  Customer View Point Refresher 22  Practical Parts Selling Skills Foundation Phase 23  Practical Parts Selling Skills Level 1 24  Practical Parts Selling Skills Level 2

Page 4 Table of Contents COMPULSORY COURES FOROPERATIONAL STAFF 26  Sales Accelerator Programme 27  Practical Selling Skills Level 1 28  Fleet Solutions Module 1 29  Fleet Solutions Module 2 30  Fleet Solutions Module 3 31  Fleet Solutions Module 4 Assessment 32  Ford Options Training 33  Service Advisor Accelerator Programme 34  Practical Service Advisor Level 2 35  Practical Service Advisor Level 3 TRAINING NEEDS ANALYSIS (TNA) IDENTIFIED COURES FOR ALL STAFF  Building Rapport 37  Interactive Customer Handling Skills 38  New Model Introduction & Product Sustainment Trg 39  Prospecting for New Customers — Vehicles 40  Prospecting for New Customers - Parts 41  Telephone Skills 42  Value Based Negotiation 43  Emotional Intelligence 44 (Separate courses for Managers & Operational staff)  Conflict Management 45

Page 5 Compulsory Management Training Target Audience for classroom based training  Dealer Principals  Parts Managers  New Vehicle Sales Manager  New & Used Vehicle Sales Manager  Used Vehicle Sales Manager  Service Manager

Page 6 PRACTICAL COACHING SKILLS TARGET GROUP Dealer Principals & Managers STATUS LEVEL Induction Level NO. OF DAYS 1 day TIME 08:00 to 17:00 COURSE OUTCOMES By the end of this course, you will:  Understand and be able to implement the Performance Coach- ing procedure in the work environment. TOPICS COVERED  How management training fits into the organisation  Where does performance coaching fit it?  A coaching procedure  Coaching, counselling & mentoring  The manager as coach  The performance coaching process

Page 7 EFFECTIVE SELECTION SKILLS TARGET GROUP Dealer Principals & Managers STATUS LEVEL Silver Level NO. OF DAYS 1 day TIME 08:00 to 17:00 PRE-REQUISITE Practical Coaching Skills COURSE OUTCOMES By the end of this course, you will :  Understand the recruitment and selection procedure  Be able to identify eligibility and suitability criteria that apply to various jobs in the dealership  Interpret performance based job descriptions  Analyse CV’s  Interpret test results and make a decision  Apply effective questioning techniques in order to make an informed decision.  Select staff using compe- tency based on interviewing techniques and rating.

Page 8 APPLIED MANAGEMENT COMPETENCIES TARGET GROUP Dealer Principals & Managers STATUS LEVEL Gold Level NO. OF DAYS 1 day TIME 08:00 to 17:00 PRE-REQUISITE Practical Coaching Skills & Effective Selections Skills COURSE OUTCOMES By the end of this course, you will :  Recognise and practice the eleven management competen- cies if order to become an effective and successful manag- er.  Evaluate your management skills against the eleven man- agement competencies.  DRIVE: Initiative.  DECISION MAKING: Analytical Ability, Judgement  LEADERSHIP: Utilization of others, Task Structuring, Deci- siveness, Empathy.  PLANNING & ORGANISING: Arrangements, Management Control, Feedback.  COMMUNICATION

Page 9 PRACTICAL PERFORMANCE TARGET GROUP Dealer Principals & Managers STATUS LEVEL Platinum Level NO. OF DAYS 1 day TIME 08:00 to 17:00 PRE-REQUISITE Practical Coaching Skills, Effective Selection Skills & Applied Management Competencies COURSE OUTCOMES By the end of this course, you will :  Manage the performance of your employees by following the relevant procedures discussed in the course.  Understand the need for a Performance Management procedure which ensures that employees achieve their performance goals.  Evaluate your current Performance Management prac ces against a best prac ce Performance Management approach, laid out in the FMCSA Pro- cedures for Performance Management.  Define counselling, coaching and mentoring • Decide when and why to counsel, coach and mentor • Iden fy situa ons where you would coach, counsel and mentor

Page 10 DEALER PRINCIPAL INDUCTION TARGET GROUP All Dealer Principals STATUS LEVEL All levels NO. OF DAYS 4 days TIME 08:00 to 17:00 This programme will be presented at Ford Motor Com- pany in Silverton. PROGRAMME OUTCOMES To provide Ford Dealer Principals with the necessary information required to achieve the Ford objectives and benchmark standards.  You will meet the respective FMCSA general managers who will present an overview of their department and their expectations for the busi- ness.  You will participate in a plant tour at the Silverton factory.  You will receive a manual / USB with Standard Operating Procedures and contact details of the respective departments.  You will also experi- ence the Ford product by participating in a ride & drive experi- ence at Gerotek.

Page 11 PARTS MANAGEMENT TRAINING TARGET GROUP Parts Managers STATUS LEVEL Induction, Silver & Gold Levels NO. OF DAYS 2 days TIME 08:00 to 17:00 PRE-REQUISITE 4 x Parts online courses (approximately 3 hours each) COURSE OUTCOMES By taking part in this workshop you will:  Improve your personal effectiveness – doing the right things.  Increase your professionalism.  Generate more personal job satisfaction.  Improve your dealership’s effective ordering processes.  Bring about more control of non-stock parts ordering.  Create an ideal stock mix.  Improve parts profitability.  Generate greater customer satisfaction. Workshop Objectives  Achieve an Off-the-Shelf Fill Rate % exceeding 92%.  Achieve a Repair Order Fill Rate % exceeding 75%.  Exceed parts purchases vs. target.  Improve Total Parts GP to exceed 35% of Dealer Expenses.  Achieve a Return on Stock invested exceeding 120%.  Support of the service department and it’s targeted CVP.

Page 12 FLEET MANAGEMENT TRAINING TARGET GROUP Sales & Service Managers STATUS LEVEL Platinum Status Level NO. OF DAYS 2 days TIME 08:00 to 17:00 PRE-REQUISITE Complete all the online Fleet Solutions Modules (1,2 & 3), for managers COURSE OUTCOMES Managers who attend the 2 day workshop will be given the tools and trained to utilize them effectively in order to manage and grow your Fleet business. You will also receive a Fleet Filofax with all the necessary fleet documentation in order to prepare and manage your fleet visits. As you progress through the online modules, we will show you the benefits you will achieve in each of your departments; some of which are volume sales, increase in overall departmental prof- itability, increase in market share, increase in parts profitability and service bookings to name a few.

Page 13 TNA IDENTIFIED MANAGEMENT COURSES Target Audience for classroom based training  Dealer Principals  Parts Managers  New Vehicle Sales Manager  New & Used Vehicle Sales Manager  Used Vehicle Sales Manager  Service Manager

Page 14 AFTER-SALES MANAGEMENT OPERATIONS TARGET GROUP Parts & Service Managers STATUS LEVEL All Status Levels NO. OF DAYS 2 day per department TIME 07:30 to 17:00 COURSE OUTCOMES By the end of this course you will be able to:  Understand a management tool and problem solving technique in a variety of settings.  Analyse a Service Department operating control and recommend cor- rective actions.  Forecast Service Department demand and capacity and plan person- nel and work bays.  Recommend actions to improve and optimise department productivity and use of resources.  Manage, sustain and continuously improve Quality Care Service pro- cesses.

Page 15 LEADERSHIP TARGET GROUP Dealer Principals & Managers STATUS LEVEL All Status Levels NO. OF DAYS 1 day TIME 07:30 to 17:00 COURSE OUTCOMES By the end of this course you will be able to:  Explain the factors that lead to organisational success  Describe the role played by leaders in successful organisa- tions  Be able to analyse your behaviours in relation to critical leadership behaviours  Demonstrate an ability to apply core leadership behaviours and attitudes  Use a leadership model in order to analyse the effectiveness of your own leadership style within your department  Develop a strategy to lead to improved performance in your department

Page 16 MRA TRAINING TARGET GROUP All Dealer Principals & Managers STATUS LEVEL All Status Levels NO. OF DAYS 1 day per department TIME 07:30 to 17:00 COURSE OUTCOMES The MRA model is a performance-based business model designed to assist dealer management teams with the in- terpretation and management of dealership financial per- formance. The MRA model isolates three key drivers of financial performance namely; MIX - represents the balance in the business and is measured by examining the relationship between gross profit and turnover. RETAINED - is viewed as the manner in which gross profit is split between expenses and Profit Be- fore Tax. ACTIVITY - represents the mo- mentum or velocity in the organi- zation and is calculated by looking at the relationship between annu- alized turnover and operating as- sets

Page 17 SALES MANAGEMENT OPERATIONS TARGET GROUP Sales Managers (New, New & Used, Used and Fleet) STATUS LEVEL All Status Levels NO. OF DAYS 2 day per department TIME 07:30 to 17:00 COURSE OUTCOMES By the end of this course you will be able to:  To appreciate the roles and responsibilities of a Sales Manager.  To measure and control key elements and measures that need daily and regular attention in a sales opera- tion.  To respond appropriately to what these measures indi- cate.  To manage the vehicle inventory.  To manage the 10-Step Showroom Experience to a high level of effect iveness.

Page 18 WORKSHOP FOREMAN TRAINING TARGET GROUP Workshop Foreman STATUS LEVEL N/A NO. OF DAYS 2 days TIME 07:30 to 17:00 COURSE OUTCOMES The programme objectives are to equip the Workshop Foreman to; 1. Apply basic supervisory and process management skills to jointly reach productivity and efficiency targets together with technical workshop staff; 2. Manage, develop, build and track the capacity and compe- tence building of technical staff in the workshop; 3. Equip and support the Foreman to work with the full service team to meet the national minimum FRFT goals through quali- fied competent staff and solid workshop processes; and 4. Develop interpersonal skills. The following is a high-level topic list of the modules that will be covered during the workshop:  Dealing with change;  Inventory on management and supervisory skills;  Dealing with conflict;  Building, managing and motivating teams;  Empathy, compassion and communication skills;  Ford Workshop processes;  Ford Worksop standards, the role, function and responsibility of the Ford Workshop Foreman;  Time management; and  Managing performance and giv- ing feed- back.

Page 19 COMPULSORY COURES FOR OPERATIONAL STAFF Target Audience for classroom based training  Counter Sales Parts Consultants  Workshop Sales Parts Consultants  New Vehicle Sales Executives  Used Vehicle Sales Executives  New & Used Sales Executives  Service Advisors  Stock Controllers

Page 20 CUSTOMER VIEW POINT TARGET GROUP Dealer Principals, Sales Executives & Managers (excl. Used), Service Advisors & Managers, F&I’s. STATUS LEVEL Induction Status Level NO. OF DAYS 2 days TIME 08:00 to 17:00 PRE-REQUISITES None COURSE OUTCOMES By the end of this course you will be able to:  Realise the significance of the Ford “Go Further” message and the connection between CVP and the Ford brand pillars.  Break customers up into different segments.  Understand the value of a detail orientated customer database.  Link segments to customer needs and wants.  Understand the concept of “one size does not fit all”.  Identify our customer’s different needs?  Receive the key to exceptional customer service.  Compile an action plan for improvement using a CVP report.  Read and understand your own CVP report  Use a complaint resolution format.  Realise the impact of customer emotions on processes.  Emotions as the root cause in customer experiences  The benefits of mapping the customer journey.  The steps in mapping the customer journey.  How to approach mapping the customer journey.  Discover the touch points in the Sales customer journey.  Discover the touch points in the Service customer journey  Explain which CVP index question/s is affected by the customer’s complaint?  Understand what caused the problem?  Decide how will you engage each generation of customer?

Page 21 CUSTOMER VIEW POINT REFRESHER TARGET GROUP Dealer Principals, Sales Executives & Managers (excl. Used), Service Advisors & Managers, F&I’s. STATUS LEVEL Induction Status Level NO. OF DAYS 2 days TIME 08:00 to 17:00 PRE-REQUISITES None COURSE OUTCOMES By the end of this course you will be able to:           

Page 22 PRACTICAL PARTS SELLING SKILLS FOUNDATION PHASE TARGET GROUP Newly employed Parts Sales Consultants (Workshop & Counter) STATUS LEVEL Induction Status Level NO. OF DAYS 2 days TIME 08:00 to 17:00 PRE-REQUISITES None COURSE OUTCOMES By the end of this course you will be able to:  Understand and implement a relationship ap- proach to selling.  Appreciate the roles played by trust, tension and value in interactions with part customers.  Use your knowledge of customer perceptions to sell the dealership, yourself and the parts re- quired.  Understand and apply the structured, consultative approach to parts selling.  Understand the need for and apply effective follow up and delivery disciplines.

Page 23 PRACTICAL PARTS SELLING SKILLS LEVEL 1 TARGET GROUP Parts Sales Consultants (Workshop & Counter) STATUS LEVEL Silver Status Level NO. OF DAYS 2 days TIME 08:00 to 17:00 PRE-REQUISITES Practical Parts Selling Skills Foundation Level. COURSE OUTCOMES By the end of this course you will be able to:  Understand relationship selling as the new more ef- fective way of selling.  Understand the nature, needs and wants of parts cus- tomers and how they perceive value.  Find and identify parts prospects and generate selling opportunities.  Apply a structured approach to a parts sale.

Page 24 PRACTICAL PARTS SELLING SKILLS LEVEL 2 TARGET GROUP Parts Sales Consultants (Workshop & Counter) STATUS LEVEL Gold Status Level NO. OF DAYS 2 days TIME 08:00 to 17:00 PRE-REQUISITES Practical Parts Selling Skills Foundation Level & Level 1 COURSE OUTCOMES By the end of this course you will be able to:  Come to understand what gross profit is and what a good level of gross profit is.  Be able to describe actions to improve your personal sales and gross profits.  Be able to adopt best practices to sell to trade custom- ers.  Make a contribution to enhancing your parts depart- ment’s stock control and warehousing practices.

Page 25 PRACTICAL PARTS SELLING SKILLS LEVEL 3 TARGET GROUP Parts Sales Consultants (Workshop & Counter) STATUS LEVEL Platinum Status Level NO. OF DAYS 2 days TIME 08:00 to 17:00 PRE-REQUISITES Practical Parts Selling Skills Foundation Level, Level 1 & Level 2 COURSE OUTCOMES An often-neglected area in training interventions and on the job training is the financial management of the parts department. The parts department is not only a warehouse where parts are stored until they are sold for a profit. The parts department is a complex unit within the dealership where customer satisfaction and retention must be balanced against return on investment. It is a department where holding stock in anticipation of customer demand must be balanced against the costs in terms of money and space of holding this stock. Moreover, sales must be maximized and expenses must be controlled to make a profit. This all boils down to managing a limited resource – money. This course aims to give senior parts people an insight into the very real money issues that face the parts manager daily The knowledge and skills acquired from this course will equip you to be able to support the parts manager and in time, enable you to make the “money” deci- sions that are vital to the efficient opera- tion of the parts department.

Page 26 SALES ACCELERATOR TARGET GROUP Newly employed Vehicle Sales Executives (New, New & Used, Used and Fleet) STATUS LEVEL Induction Status Level NO. OF DAYS 5 days TIME 08:00 to 17:00 PRE-REQUISITES Completion of the Pre-Course Workbook with signatures from each departmental manager in the dealer- ship. COURSE OUTCOMES By the end of this course you will:  Understand the Technology and Terminology of the Ford products  Experience the vehicle drive and handling to close the loop on the product knowledge training  Be aware of the various systems used in the network  Understand negotiation skills, han - dling objections, conflict resolu- tion, people skills, Emotional In- telligence, telephone tech niques, and other soft skills  Obtain the required Ford specific selling skills to get you started on your road to success with the Ford brand.

Page 27 PRACTICAL SELLING SKILLS LEVEL 1 TARGET GROUP All Vehicle Sales Executives (New, New & Used, Used and Fleet) STATUS LEVEL Silver Status Level NO. OF DAYS 2 days TIME 08:00 to 17:00 PRE-REQUISITES Sales Accelerator Programme. COURSE OUTCOMES The purpose of this course is to build on the skills ob- tained during he SAP course.  Prospecting  Social Media  Presentation Skills  Handling Objections  Closing Techniques  Negotiation Skills  Evergreen Customers  Work-Life Balance

Page 28 FLEET SOLUTIONS MODULE 1 TARGET GROUP Vehicle Sales Executives (New, New & Used, and Fleet) STATUS LEVEL All Status Levels NO. OF DAYS 2 days TIME 08:00 to 17:00 PRE-REQUISITES None COURSE OUTCOMES  Discuss the importance of Fleet sales to the dealership  Explain the Ford Fleet policy.  Discuss the fleet market in South Africa.  Categorise Fleet Customers and focus efforts on the most viable.  Gain and build customer commitment  Manage the Fleet Data base  Explain and develop Total Cost of Ownership or Holding for a Fleet Customer.

Page 29 FLEET SOLUTIONS MODULE 2 TARGET GROUP Vehicle Sales Executives (New, New & Used, and Fleet) STATUS LEVEL Silver Status Level NO. OF DAYS 2 days TIME 08:00 to 17:00 PRE-REQUISITES Fleet Solutions Module 1 COURSE OUTCOMES  Understand the different Financial Agreements  Understand and work out different methods of Depre- ciation  Calculate instalments  Calculate Residual Value payments  Understand and calculate Total Cost of Ownership  Understand and calculate Amortisation  Calculate Wear and Tear Allowances  Understand and calculate Fringe Benefit Tax  Have a better understanding of FICA, FAIS and NCA Legislation

Page 30 FLEET SOLUTIONS MODULE 3 TARGET GROUP Vehicle Sales Executives (New, New & Used, and Fleet) STATUS LEVEL Gold Status Level NO. OF DAYS 2 days TIME 08:00 to 17:00 PRE-REQUISITES Fleet Solutions Module 1 & 2 COURSE OUTCOMES Discuss how you would manage your key fleet accounts with reference to:  Relationship Strategies  Structural Management  Financial Relationships  Customer Relationship Management  Internet & Social Media  Align the dealer marketing plan to include fleet  Undertake marketing activities

Page 31 FLEET SOLUTIONS MODULE 4 TARGET GROUP Vehicle Sales Executives (New, New & Used, and Fleet) STATUS LEVEL Platinum Status Levels NO. OF DAYS 2 days TIME 08:00 to 17:00 PRE-REQUISITES Fleet Solutions Module 1, 2 & 3 COURSE OUTCOMES Assessment Metric: Participants will demonstrate their knowledge gained during the three fleet training sessions and their ability to apply their knowledge when dealing with fleet customers. Measurable Metric: Participants will improve their sales to small, medium and large fleet owners. The morning programme will be in the form of a workshop where you will be required to debate and answer questions to assess your current knowledge. The afternoon session will be an evaluation of a case study and role-plays. The sales executive will receive a Fleet Diary with examples of all the documentation required for a Fleet visit once they have been proven competent.

Page 32 FORD OPTIONS TRAINING TARGET GROUP Vehicle Sales Executives (New, New & Used, and Fleet) STATUS LEVEL All status levels NO. OF DAYS 1 day TIME 08:00 to 17:00 PRE-REQUISITES None COURSE OUTCOMES The purpose of this courses is to train the sales executives and F&I Business Managers to sell more Ford Vehicles to more cus- tomers, more often. By the end of this course you will be able to:  Differentiate between different financial agreements  Understand the Ford Options offering  Know when and how to communicate Ford Options during the 10 step Sales Process  Understand how to use the Ford Options Online calculator  Guide the customer during End of Contract options  Identify potential Ford Option customers by asking the right questions.

Page 33 SERVICE ADVISOR ACCELERATOR PROGRAMME TARGET GROUP All newly employed Service Advisors STATUS LEVEL Induction Status Level NO. OF DAYS 5 days TIME 08:00 to 17:00 PRE-REQUISITES Completion of the Pre-Course Work- book with signatures from each departmental manager in the dealership. COURSE OUTCOMES By the end of this course you will:  Understand the Technology and Terminology of the Ford products  Experience a ride and drive to close the loop on the product knowledge training  Be able to management difficult customers and han- dle conflict better  Obtain the required service advisor skills to get you started on your road to success with the Ford brand.

Page 34 SERVICE ADVISOR SELLING SKILLS LEVEL 2 TARGET GROUP Service Advisors STATUS LEVEL Silver Status Level NO. OF DAYS 2 days TIME 08:00 to 17:00 PRE-REQUISITES Service Advisor Accelerator Programme COURSE OUTCOMES By the end of this course you will:  Understand the service process  Understand menu pricing and customer authorisation  Understand workshop scheduling and workflow  Complete the job card and cost accordingly  Hand over the vehicle

Page 35 SERVICE ADVISOR SELLING SKILLS LEVEL 3 TARGET GROUP Service Advisors STATUS LEVEL Induction Status Level NO. OF DAYS 2 days TIME 08:00 to 17:00 PRE-REQUISITES Service Advisor Accelerator Programme & Service Advisor Selling Skills Level 2 COURSE OUTCOMES The purpose of this course is to develop the knowledge and skill to be able to contribute to, and support service retention and departmental performance.  Service Gross profit %  Cost Recovery to current benchmark  Technician Effectiveness  SMART Objectives  Customer View Point – CVP  Advanced Customer service  Identification and remedy of customer situations  Customer Relationship Management  Service Recovery

TNA = Training Needs Analysis Page 36 TNA IDENTIFIED COURSES FOR ALL STAFF Target Audience for classroom based training  All designations

Page 37 BUILDING RAPPORT TARGET GROUP All staff STATUS LEVEL All Status Level NO. OF DAYS 1 day TIME 08:00 to 17:00 PRE-REQUISITES None COURSE OUTCOMES  Know yourself and how you influence relations around you.  Learn how to develop and improve your relationships.  Understand internal (dealership) and external (outside) relationships.  Listen to others and discover what their goals and skills are.  Identify personality styles in order to understand inter- personal behaviour;  Identify your own behaviour and that of other people;  Anticipated behaviour is predicted for selected person- ality styles;  Overcoming objections or obstacles based on person ality styles.

Page 38 INTERACTIVE CUSTOMER HANDLING SKILLS TARGET GROUP All staff STATUS LEVEL All Status Level NO. OF DAYS 2 days TIME 08:00 to 17:00 PRE-REQUISITES None COURSE OUTCOMES  Understand the basics of transactional analysis.  Identify the three ego states.  Know how to re-direct an ego state.  Analyse your own ego state preference.  Understand and apply the SAD behavioural model.  Identify customer interpersonal needs that must be satisfied during any customer interaction.  Name the behavioural elements that one can use to satisfy each of these needs.  Diagnose the customers need during interaction with the customer.  Understand the 6 hat principals.  Apply the six hat principal to an actual CVP complaint from a verbatim customer comment.

Page 39 NEW MODEL INTRODUCTION & PRODUCT SUSTAINMENT TARGET GROUP All Vehicle Sales Executives (New, New & Used, Used and Fleet) & Service Advisors STATUS LEVEL All Status Level NO. OF DAYS 1 day (2 products) TIME 08:00 to 17:00 On completion of this course you will be able to:  Sell the product on value according to the customers needs.  Complete the 6 point walk around, specific to the prod- uct utilizing the vehicles features and benefits.  Understand the 4 Ford Brand Pillars relevant to the fea- tures of the product.  Handle objections without knocking the opposition.

Page 40 PROSPECTING FOR NEW CUSTOMERS—PARTS TARGET GROUP Parts Sales Consultants. (Workshop & Counter) STATUS LEVEL All Status Level NO. OF DAYS 2 days TIME 08:00 to 17:00 COURSE OUTCOMES On completion of this course you will be able to:  Explain prospecting basics  Define a prospect  Understand and acknowledge that prospecting is a necessary task  Prepare and script a call for prospecting  Handle a prospecting call  Identify sources to prospect  Use Dealer DMS sources to prospect  Use Dealer workshop sources to prospect  Identify Social Media Platforms  Recognize the importance of using Social Media as a prospecting tool  Distinguish between the various Social Media platforms  Value the importance of having Social Media presence  Connect with prospects on a Social Media platform  Understand the importance of a crisis plan for Social Media  Engage with prospects from Social Media platforms  Follow up on leads generated from the Internet and Social Media  Follow up on leads in general  Understand the process communicating with internet generated leads  Overcome and handle objections

Page 41 PROSPECTING FOR NEW CUSTOMERS—SALES TARGET GROUP All Vehicle Sales Executives (New, New & Used, Used and Fleet) STATUS LEVEL All Status Level NO. OF DAYS 2 days TIME 08:00 to 17:00 COURSE OUTCOMES On completion of this course you will be able to:  Explain prospecting basics  Define a prospect  Understand and acknowledge that prospecting is a necessary task  Prepare and script a call for prospecting  Handle a prospecting call  Identify sources to prospect  Use Dealer DMS sources to prospect  Use Dealer workshop sources to prospect  Identify Social Media Platforms  Recognise the importance of using Social Media as a prospecting tool  Distinguish between the various Social Media platforms  Value the importance of having Social Media presence  Connect with prospects on a Social Media platform  Understand the importance of a crisis plan for Social Media  Engage with prospects from Social Media platforms  Follow up on leads generated from the Internet and Social Media  Follow up on leads in general  Understand the process communicating with internet generated leads  Overcome and handle objections

Page 42 TELEPHONE TECHNIQUES TARGET GROUP All staff STATUS LEVEL All Status Level NO. OF DAYS 4 hours (2 sessions per day) In-Dealer TIME 08:00 to 12:00 & 12:30 to 17:00 PRE-REQUISITES Logimeter recordings if available COURSE OUTCOMES  The correct process and behaviours  Being well prepared when answering calls and when making calls  Dealing with specific situations  Things to avoid  Best practice Telephone skills

Page 43 VALUE BASED NEGOTIATION TARGET GROUP All staff STATUS LEVEL All Status Level NO. OF DAYS 1 day TIME 08:00 to 17:00 PRE-REQUISITES None COURSE OUTCOMES  Know that negotiation is a requisite skill in sales and that negoti- ating does not mean giving away discounts  Know that you should adapt your negotiating style to suit the cir- cumstances  Know that customers are individuals with different social styles or personality and know how to best deal with each style  Know the importance of the needs analysis in moving the cus- tomer away from a price or discount discussion towards a negoti- ation where price considerations become secondary to added value  Know how to negotiate by applying the principles of successful negotiating  Know how to identify buying signals and what to do if none are detected  Know how to apply the trial close and know what to do in the face of customer objections  Know how to successfully conclude a sale

Page 44 EMOTIONAL INTELLIGENCE TARGET GROUP All staff STATUS LEVEL All Status Level NO. OF DAYS 1 day TIME 08:00 to 17:00 PRE-REQUISITES None Separate courses are scheduled for Managers and Operational Staff COURSE OUTCOMES  Understand the concept of Emotional Intelligence (EI) and its application in the workplace;  Demonstrate improved self-awareness and insight into own behaviour;  Apply new knowledge and skills associated with EI competencies in the workplace;  Foster more effective personal and business relation- ships;  More effectively mediate and manage conflict in the workplace.

Page 45 CONFLICT MANAGEMENT TARGET GROUP All staff STATUS LEVEL All Status Level NO. OF DAYS 1 day TIME 08:00 to 17:00 PRE-REQUISITES None Included in Sales & Service Advisor Accelerator Programme COURSE OUTCOMES  Identify the main sources of conflict and give examples.  Demonstrate an understanding of the causes of conflict and the emotions intertwined with that conflict.  Understand the different conflict styles of people.  Demonstrate an understanding of the importance of communication in conflict situations.  Apply the concepts of method III conflict resolution.  Understand and apply strategies for conflict reso- lution.  Understand the behaviour rectangle.  Understand and apply problem ownership  Demonstrate an under- standing of modifying the environment.  Handle value collisions.

Created by Nadine McChlery Ford Academy Learning & Development Manager Phone : 012-8422564 Cell : 0823205853 Email : [email protected]