Services

Instructor Led Training

Instructor Led Training

Behaviour change is more effective when we can engage learners in a face-to-face setting, train new skills, encourage application and practice and plan specific actions to transfer learning to the job.

  • Sales and service operations management
  • Improving the customer experience and loyalty
  • Process implementation and improvement
  • Sales/Service/Parts growth
  • Frontline selling and customer handling skills
  • Management training (Full suite of courses)
  • Leadership development
  • Field training (Full suite of courses)
  • Change management
  • Personal effectiveness and productivity
  • Brand specific initiative training

In-Dealership Consulting/Coaching

In-Dealership Consulting/Coaching

Through our in-dealership consulting services, we assess a dealer’s specific strengths and performance gaps and target improvement strategies where they need it most. We work directly with Dealer Leaders and their frontline staff, whether in Sales, Service, Parts or across their entire dealership operations.

  • Comprehensive current state assessment
  • Foundational process implementation and improvement
  • Sales or service growth
  • Improving the customer experience
  • In-person and distance coaching
  • Concrete action plans
  • Follow up and sustainment

Digital and eLearning

Digital and eLearning

We leverage technology to support learning in a variety of ways, from mobile and tablet use in our training workshops to developing full eLearning curriculum, and designing and hosting Live Virtual Classroom applications.

  • Digital training assets
  • Electronic surveys and polling
  • Responsive design for mobile applications
  • Just-in-time performance support tools
  • Learning sustainment strategies

Mystery Shopping

Mystery Shopping

We help organizations assess the process consistency and the customer experience being delivered across their retail network to identify and leverage strengths and target opportunities for improvement. Our shoppers are trained experts and follow a detailed assessment format to provide a true picture of your network and compare it to the competition.

  • Sales and Service experience
  • In-person, telephone and online
  • Customized reporting
  • Leading practice identification

Facilitation

Facilitation

Our facilitators are at the top of their game. We have the bilingual resources and expertise required to make an impact and achieve results.

  • High impact facilitation training
  • National meetings and initiatives
  • Conferences
  • Strategic planning
  • Focus groups

Consulting

Consulting

We have developed a performance consulting methodology that ensures the right solution is designed to improve performance and impact results – every time.

  • Assess current performance
  • Identify the end state
  • Close the gap through strategic solutions
  • Measure results

Process Improvement

Process Improvement

We work with organizations to document and improve their core processes to optimize efficiency and to ensure they meet customer expectations. We identify and eliminate customer pain points, train those impacted and establish management routines to drive consistency.

  • Document, implement, audit, improve processes
  • Sales, Service and Parts processes
  • Customer concern resolution
  • Call center and customer handling

Instructional Design

Instructional Design

We custom design training to advance both the knowledge and skills of employees to meet organizational objectives. We work collaboratively with our Subject Matter Experts and Stakeholders to ensure our content, methods and performance support tools will deliver the behaviour change required to drive your business results.

  • Activity based design
  • Accelerated learning techniques
  • Practical relevant ‘real world’
  • Leveraging technology

Communication Strategies

Communication Strategies

Communication is the starting point to high performance – setting clear expectations, providing documented process instructions, ensuring shared understanding and sharing success stories. Communication is a key component of our blended solutions; whether it’s using print or digital formats across multiple mediums, we deliver the message and get their attention.

  • Marketing materials
  • Launch materials
  • Resource guides/Performance handbooks
  • Video messaging
  • Online or print delivery