Customer Retention Training Courses
Customer Retention Training CoursesARQ³ Solutions Training brings 24 years of hands-on Motor Industry & Dealership experience and VAPS risk, sales, and administration expertise. Combined with extensive market research, these value-add courses will increase your customer retention.
Not only will it enhance your customer experience, but also invest in your staff, by adding to their succession plan, personal development, vocational and soft-skills training.
Seemingly contradictory statements, but in fact, both are true. By investing in your employees, your business and your customers will benefit simultaneously.
“The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new
prospect is 5-20%” – Marketing Metrics.
A 2% increase in customer retention has the same effect as decreasing costs by 10%” –
Leading on the Edge of Chaos, Emmet Murphy & Mark Murphy.
“A dissatisfied customer will tell between 9-15 people about their experience. Around 13% of dissatisfied customers tell more than 20 people”. – White House Office of Consumer Affairs.
How do you keep your customers in the family and increase revenue without prospecting for new business?
Provide your customers with a Car Butler
This program is designed for Dealership Customer Retention, through training your frontline after-sales staff.
**CUSTOMERS EXPECT EXCELLENT AFTER-SALES SERVICE**
By managing their expectations, BEFORE they come for a service or repairs, and with a POSITIVE, WELL-INFORMED frontline in the workshop, you will undoubtedly RETAIN that customer for life and generate new referral business!
How many customers:
Drive out of the dealership with their new car, go home, download their sales documents for future reference and remember their VAPS policy number or cover, for when it is time to service or repair?
Arrive at the workshop, having booked the vehicle only for a service, but come with a shopping list – not planned for, in the workshop (MU and FU)?
Complain when they do not remember what is covered under their plans or there are shortfalls in their VAPS cover and request goodwill on claims?
Through this program, your customer becomes educated and their expectations are managed on workshop policies and procedures, of the day. They will also have a beyond-expectations experience!
Benefits
Business:
Increase customer satisfaction (CSI) and selling-dealership perception = resulting in Customer Retention
Workshop / Dealer / Group compliance with TCF principles
Invest in Dealer Staff training & upskilling for further promotion and staff retention
Bookings Clerk and Aftersales Consultants/Service Advisors :
Personal Development: upskilling of individuals in new or existing positions and assisting in personal development for career enhancement
Finance and Insurance Business Managers:
Minimising customer and service advisor queries to the F&I’s on VAPS cover, policy numbers, expiry details, or requests to email copies of transaction schedules
Workshop:
Minimising customer queries to Service Advisors on policy details or policy numbers on the day of servicing or repairs. It also mitigates situations where a customer only remembers they have a VAP on the vehicle when the vehicle is already in the workshop
Prepares and Educates the customer on VAPS cover that may or may not be related to the repairs on the day – mimising customer complaints or misunderstandings
Assisting in Proper job-card preparation (detailed fault repair descriptions) for optimal Workshop-loading (f/u) and) Man-power unit loading (m/u) for the day
Prepares and Educates the customer regarding booking-in processes at the workshop, and managing expectations upfront – minimising customer complaints
How do I get a Car Butler?
You already have the man-power in your business!
We train your Bookings Clerk and Service Advisors to become your own in-house Car Butler Experts.
Bookings Clerk Course Outline
Vocational Bookings Training – skills to optimally perform daily tasks in achieving customer satisfaction and proper job-card loading
Soft Skills Training – phone etiquette; managing difficult customers
VAPS and OEM cover Training – basic product knowledge to address upfront queries on costs or cover
Service Advisor Course Outline
Vocational After-Sales Training – skills to optimally perform daily tasks in achieving customer satisfaction, from booking-in, to the handover stage.
Soft Skills Training – phone etiquette; managing customers during the day and handling difficult customers.
VAPS and OEM cover Training – basic product knowledge to address and handle payment and short payment queries.
The courses are available in two formats:
1, Course videos – accessible upon receipt of payment (will be available soon, please stay in touch)
2, In-person online sessions – Via Microsoft Teams or Zoom. Sessions are held during the week, between 11:00 and 12:00, to minimize downtime. (or at pre-arranged times convenient for the business)
ARQ³ Solutions Training adopts an outcomes-based methodology that places a strong emphasis on the personal development of trainees. Our approach ensures that each session is interactive and tailored to fit seamlessly into the dealership culture.
Here’s what sets us apart:
Personalized Development Focus: We prioritize the growth and skill enhancement of each participant, ensuring that our training directly contributes to their professional and personal advancement.
Customized Training: Our programs are specifically designed to align with the unique environment and needs of dealership operations, making the learning experience relevant and impactful.
Comprehensive Reporting: At the conclusion of each on-line training course, we provide detailed individual reports and recommendations to dealership management. These insights help in assessing the training outcomes and planning for continued improvement.
ARQ³ boasts extensive expertise in the motor industry, spanning 24 years. This includes comprehensive experience within the dealership environment and specialized knowledge in VAPS (Value-Added Products and Services) risk management, sales strategies, and administrative practices.
Moreover, our trainer holds a B.Ed teaching degree and is certified as an EDTP FCM (Facilitator, Coach, Mentor), ensuring that training sessions are not only informative but also engaging and effective in fostering growth and development among participants.
By choosing ARQ³ Solutions Training, you are investing in a partner dedicated to maximizing the potential of your team and enhancing operational excellence within your dealership.
For the full Course Prospectus and Fees:
Note: Training does not include any insurance or financial product advisory services. Any queries relating to financial advice, bank transactional information or vehicle insurance, and should be reverted to the F&I Business Manager.
Information
Email: rileen@arqsolutions.co.za
Monday – Friday 8:00AM – 5:00 PM
Cell: +27 82 850 8721
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