Digital Retailing Accelerator Workshop
Digital Retailing Accelerator Workshop is an intensive, highly interactive program that combines customer experience principles and digital retailing best practices with practical application and hands-on-learning.
The Problem
Our Workshop Solution
Lack of understanding the modern customers’ needs and market trends.
Defines the expectations of today’s customer.
Failure to set actionable goals, determine objectives, and develop a go-to-market plan to launch a modern retailing strategy.
Step by step guide to determining where you are today, where you want to go, and actionable best practices to get you there.
Dealership culture isn’t aligned with evolving business practices.
Create a workplace culture that engages, motivates, and delights talent and enables them to perform at their peak.
Lack of customer-centric processes that support modern retailing.
Shape a “solve for the customer” mindset that drives processes.
Focusing on the sale instead of the relationship.
Evolve roles and develop “new skill” employees to focus on what’s important to the customer.
The workshop is designed using methods for how today’s audiences prefer to learn and provides participants with a toolkit of resources to master new skills and sustain the learning. Facilitated by experienced automotive leaders and digital retailing experts, this workshop produces results for attendees that thrive on face-to-face collaboration and skills practice.
CallerCX Workshop: Build Better Caller Experiences
Poor phone skills result in lost revenue for dealerships and sinking experiences for customers. The CallerCX Improvement Workshop is an intensive, highly interactive program that combines customer experience principles and phone call handling best practices with practical application and hands-on-learning.
The Problem
Our Workshop Solution
Lack of awareness for where most incoming calls are failing.
Diagnose and benchmark where calls fail in your dealership prior to the workshop to receive personalized recommendations to improve connectivity for your store(s).
Failure to operationalize effective processes to create positive first impressions and prevent long hold times and poor transfer experiences.
Best practices to measure and improve your customer effort score and provide a better, overall caller experience.
Lack of customer-centric processes that allow channels to work seamlessly together.
Learn how to link callers who have engaged your dealership in other channels (online tools, lead forms, etc).
Focusing on the appointment instead of establishing transparency, trust, and answering all of the caller’s questions.
Evolve roles and develop “new skill” employees to focus on what’s important to the customer.
This workshop focuses on practical application using action plans, call audios, templates, and post-training toolkits for each participant to transform into phone call experts. Facilitated by experienced phone call management leaders and communication experts, this workshop produces results for any employee making and taking phone calls.
Communication Skills Workshop
Communication is one of the most powerful tools to better resonate and connect with customers. While dealerships today are dedicating large budgets to technology, it’s communication that determines success. This fun and interactive workshop incorporates a DISC behavior assessment to provide a foundation for understanding self and others.
The Problem
Our Workshop Solution
Ineffective communication skills across every channel: text, chat, email, phone, and in person.
Use a simple approach to identify four communication styles and how each style presents itself across each channel.
Failure to read customer cues and understand customer needs.
Understand the distinction of each DISC communication style and learn to recognize clues for identifying the styles of others.
Misunderstandings and silos due to ineffective internal communication.
Apply methods for interacting more effectively with different communication styles.
Lack of empathy, understanding, and listening skills.
Improve soft skills through identifying how natural preferences drive behaviors and creating strategies to evolve.
This workshop includes a personalized DISC assessment report for each participant to ensure that the attendee understands his or her behavioral strengths and preferences and how to read and leverage behaviors in others. Facilitated by DISC-certified communication experts, this workshop results in highly effective interpersonal relationships with coworkers and customers.
