Coaching & Communication

One day course

Objective: The objective of this module is to improve Parts Manager's Communication skills, Time Management Skills and move them into coaching their staff in order to completely satisfy our customer's needs.

Parts Managers will learn:

1. Elements of communication
2. Active listening
3. Adapting to personalities
4. Elements of coaching
5. Providing effective feedback

The following is an overview of the program:

• Pre-work quiz
• Time management techniques
• How to delegate
• Understanding the four "leadership and coaching styles"
• Solving the root cause of problems in the Parts Department
• Setting employee objectives and action plans
• Motivating employees
• Advantages of a job description
• Retail Parts standards
• Work methods, approach and perception
• Non-verbal communication
• Key points about listening when having a conversation
• How to handle to opposite personality
• Neurolinguistic Programming and active listening
• Appointment process
• Job descriptions detailing expectations
• Proper phone etiquette
• Open vs. closed questions
• The value of the history file
• Quick quote systems
• Inventory of hours available for sale and how this affects parts sales
• Advantages of having a copy of repair order to speed up the process