Automotive Retail Training MasterClass

Elevate Your Sales & Service Staff with Hands-on Customer Engagement Training

Modern Retailing & Customer Experience Excellence

From the bustling BDC to the dynamic Showroom, and all the way through to the Service Drive, our MasterClass is the essential conduit for automotive professionals aiming to navigate and master the new era of car buying. This immersive workshop is crafted to empower you with the skills to excel across all customer touchpoints in today’s digital-first marketplace. Drawing upon the renowned foundation of our BDC bootcamp, the MasterClass is meticulously designed to propel dealership leaders and teams toward excellence in a customer-centric automotive world.
Dive into a learning experience led by the industry's finest – our MasterClass is facilitated by seasoned automotive experts who bring a wealth of knowledge and a track record of success. These leaders are not just instructors; they are active industry transformers who will guide you through the intricacies of modern retailing. With their insights, you'll learn not only to meet but to exceed the evolving expectations of today's savvy car buyers, ensuring your dealership stands out in a competitive landscape.

Modern Retailing & Customer Experience Excellence

Engage Your Customers

Learn how to deliver on customer needs with real-time and relevant communications that match and support the personalized buying experience of each customer.

Enrich Your Staff

Watch staff satisfaction, motivation, and efficiency soar when you add meaning to their jobs and invest in their personal advancement and growth.

Empower Your Leaders

To be involved. To be of service. To coach, mentor, guide, and inspire. Trained leaders leave with a sense of decision ownership and a commitment to the process.
View Agenda

Who Should Attend

Sales & Service
Staff Skills Development

4 DAYS (MON - THUR)
The first 3 ½ days of our fully immersive workshop are a deep dive into sales skills and customer experience mastery. Attendees will engage in a dynamic classroom environment, enriched with interactive group breakout sessions designed to foster behavior development. Beyond daily outbound call sessions, integrating a variety of practical applications to ensure that the skills learned are ready to be implemented effectively within your dealership.

You'll emerge with a sharpened skill set, ready to create memorable customer interactions and drive revenue performance to new heights.

It's not just training—it's an evolution of your professional prowess, setting a new standard for excellence in your dealership.

Who Should Attend?

BDRs /Agents
Salespeople
BDC Managers
eCommerce Directors
Fixed Ops Managers
General Managers
General Sales Managers
Internet Sales Managers
Marketing Directors

Skills & Leadership Development

5 DAYS (MON - FRI)
Dealership leaders who immerse themselves in our comprehensive 5-day program will emerge transformed, and equipped with advanced leadership capabilities to drive profitability and growth. This is where leadership acumen meets strategic execution, enabling you to forge stronger connections with customers across all touchpoints.

You'll return to your role with a renewed ability to inspire your team, elevate performance evaluations, refine goal-setting, and master the art of mentorship and coaching.

It's not just about leading; it's about leading with a vision that turns every opportunity into success.

Who Should Attend?

BDC Leaders & Managers
eCommerce & Internet Directors
Fixed Operations & Service Managers
General Managers
General Sales Managers
Customer Retention Leaders
Marketing Directors

Testimonials

Michelle Paschall | Proactive Dealer Solutions

“I had been to many but never have attended something like Biz Dev Accelerator workshop. Not only was the group educated, but we role-played and then actually made live phone calls for a couple hours every day! By the end of the second day, I had already generated three car deals for the store! Best hands-on automotive training I’ve ever been to!”

- Michelle Paschall, Business Development Director, Sheehy Auto Group

Dan Robertson | Proactive Dealer Solutions

I wanted to let you know that last week’s training was a big hit! With Lawson’s experience in the industry and his perfected presentation skills, it could not have gone better. It built off of the success of the service side of the CCC, as well as the training received by our people in Huntersville."

~ DAN ROBERTSON, OPERATIONS MANAGER SMAIL AUTO GROUP

Steve Coad | Proactive Dealer Solutions

“It was great to attend your Boot Camp last week, I’ll freely admit that I’m one of those who enjoyed it. You and your staff did a great job of making the week move fast, keeping the information relevant and making the experience not only educational but entertaining as well.”

~ STEVE COAD, CUSTOMER RELATIONS MANAGER THOMPSON BUICK GMC CADILLAC

Doreen Fung | Proactive Dealer Solutions

"All the Performance Coaches were very helpful with providing ideas on overcoming objections and stalls, and on customizing the script to make it work for You… In a learning environment, it is important to be prepared to make calls."

~ DOREEN FUNG, BDM OPEN ROAD AUTO GROUP

What You Will Leave With

Upon completing this intensive workshop, both staff and leadership will be equipped with impactful professional skills and actionable strategies ready to be deployed in your dealership. You'll walk away with not just knowledge, but a comprehensive toolkit designed to cement and enhance these new abilities for lasting change and continuous growth.

Communication Guide

80+ page guide including talk tracks and templates for omni-channel follow-up, campaign management, and objection handling tactics.

Customized Roadmaps

You will create your own blueprints addressing your biggest challenges to improving lead engagement and campaign generation.
Assessment Templates
Self-assessment and performance assessment templates to score lead responses and improve engagemnt in all lead sources.
DISC Assessment
Discover your DiSC communication style and learn to identify your customers' preferences, laying the foundation for stronger, more trusting relationships.

Customer Style Guide

Practice applying the matrix for customer types, how to listen for cues and signals, and the most impactful ways to respond.

Leadership Tools

Props & activities to use in your store at your next staff training meeting that reinforces the skills you have mastered.

Agenda

Day 1 Topics

Establishing a Customer Experience Foundation
Modern Rules of Lead Engagement
Lead Capture Strategies & Best Practices
The Inbound Sales Call: Providing an Exceptional Experience
Inbound Sales Skill Sharpening: Listening for Cues, Building Rapport
How to Avoid Common Fail Points in Serving Your Customers

Day 2 Topics

Handling Online Leads and Creating an Exceptional Digital Experience
Timely Email Templates for Each Stage in the Modern Buying Journey
KPIs & Time Management Skills for Top Performers
Creating a Receptive Customer: Common Next-Step Objections
Implementing the Next-Step TO to Enhance the Buying Journey
Outbound Sales Skill Sharpening: Overcoming Buying Objections

Day 3 Topics

Introduction to the DISC Profile Assessment
The 4 Buying Profiles & How to Identify
Sales Performance Improvement by Understanding Yourself and Your Buyer
DISC Principles in Objection Handling & Practical Application
Sales Skills Sharpening: Mirroring Your Buyer Through THEIR Journey

Day 3 1/2 Topics

Sales Skill Sharpening: Going Deeper in Buying Rebuttals
Sales Skill Sharpening: Recreating the Showroom Experience - “Out with the OLD”
LIVE Rebuttal Battles
Staff Send-off: What will you change tomorrow?

Manager Sessions (1 1/2 Days)

Leadership or Management: You Set the Tone
Goal Setting Foundations & Managing by the Numbers
Leadership Lessons: Leading from the Front
Building Your Brand & Differentiation
Applying Your Brand in a Memorable Experience
Defining Your Unique Value Propositions
Preparing Your People for Successful Campaigns
Creating the Customer-Centric Process Map: It’s THEIR Journey
Grand Finale

Day 1 Topics

Establishing a Customer Experience Foundation
Modern Rules of Lead Engagement
Understanding the Current State of Service
Understanding Service Campaigns & Retention Strategies
Outbound Service Skill Sharpening: Overcoming Objections
How to Avoid Common Fail Points in Serving Your Customers

Day 2 Topics

Online Service Scheduling Best Practices
KPIs & Time Management Skills for Top Performers
Creating a Receptive Customer: Common Service Objections
Understanding Service Campaigns & Retention Strategies
Outbound Service Skill Sharpening: Overcoming Objections

Day 3 Topics

Introduction to the DISC Profile Assessment
The 4 Service Customer Profiles & How to Identify
Service Performance Improvement by Understanding Yourself and Your Customer
DISC Principles in Service Objection Handling & Practical Application
Service Skills Sharpening: Mirroring Your Customer & Building Rapport

Day 3 1/2 Topics

Service Skill Sharpening: Service Conflict Recovery and Resolutions
Service Skill Sharpening: Recreating the Service Drive Experience - “Out with the OLD”
Staff Send-off: What will you change tomorrow?

Manager Sessions (1 1/2 Days)

Leadership or Management: You Set the Tone
Goal Setting Foundations & Managing by the Numbers
Defining Your Unique Value Propositions
Creating the Customer-Centric Process Map: It’s THEIR Journey
Service Capacity Calculator 
Smart Scheduling Best Practices
Supporting First Contact Resolution
Establishing Standards for CCC: Customer Communication Cadence: Proactive follow-up and expectation setting with customers
Service Support Staff Huddle
3-2-1 Grand Finale

Upcoming MasterClass Dates

Service Biz Dev Boot Camp - Feb 10-14th

Sales Biz Dev Boot Camp - Feb 17-21st

Learn More

Connect with our Modern Retailing Experts to explore how MasterClass can elevate your dealership team to new heights of success.

Ready To Take The Next Step?

CALL US AT
1.800.265.1855
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