Welcome to the AutoNation Family: ON-BOARDINg Owner s. Manual

Transcription

1 Welcome to the AutoNation Family: ON-BOARDINg Owner s Manual S A L ES A SS O C I A T E

2 Welcome to our Sales Team! This is your New Hire Owner s Manual which will help guide you through your first few months with AutoNation. There will be several people, such as your mentor, manager and your Variable Operations Development Manager (VODM) who will help you, but ultimately, it is your responsibility to complete all the requirements* outlined in your Owner s Manual. The primary record of your onboarding and training is your CareerCentral curriculum pictured below. This paper version was created for your convenience to keep track of your progress throughout each day. At least once per week and prior to attending any formal training workshops, you must provide updates on your activities in CareerCentral using your notes from this Owner s Manual. Your Manager is your primary contact if you have any questions about the tasks in your Owner s Manual or your responsibilities in your new role. If you need to, don t hesitate to call your Market VODM for help with CareerCentral, training schedules or other learning needs. Thank you for joining our team we wish you much success at AutoNation! * Some of the requirements outlined may not apply to some iates if the Store has separate departments for selling New and Used vehicles (not an open floor) if this is the case, please write NA in the Manager s initials box by the requirement that does not apply.

3 Week One - Requirements Review Policies Including Dress Attire, Employee Parking, Time Clock, and Employee Schedule Review Employee Purchase and Referral Program Ask Manager to Assign You a Work Station or Desk Assignment of a Store Mentor by Your Sales Manager A Tour of the Departments with Your Sales Manager Order Business Cards Learn How to Use the Phone and Paging System Introduction to Career Central & Connect Welcome to AutoNation Navigating Compass an Introduction Set-up your Profile in Connect on Career Central Enroll in Manufacturer s Sales/Product Certification Program Customer First Instructor Led Training Customer 1st Module 1 Overview Customer 1st Module 2 Welcome & Reflex Responses Customer 1st Module 3 OBP Transition Work with your Mentor to Practice the Welcome, Reflex Responses and the OBP Transition Customer 1st Module 4 Listen to Customer Needs Customer 1st Module 5 AutoNation Advantages & Promises Work with your Mentor to Practice Listening to the Customer s Needs and Sharing the AutoNation Brand Attributes Review the Proper Use of Temporary Tags/License Plates Review the Vehicle-Key Inventory Policy and Gas Card Policy Learn Required Demo Routes Test Drive Vehicles Representatives of Manufacturer s Different Model Offerings Review Store Appointment Process Mystery Assignment STORE SPECIFIC REQUIREMENTS

4 Week TWO - Requirements Join New Hires Sales iate Community in Connect Customer 1st Module 6 Good Better Best Customer 1st Module 7 Features & Benefits Work with Your Mentor to Practice the Vehicle Feature Benefit Presentation Customer 1st Module 8 Demo Drive Review Manufacturer Incentives and Rebates Information Complete all Forms in a Deal Packet Learn How to Tag a Vehicle Sold or Hold Learn Proper Stock-in of a Trade-In Vehicle Continue Manufacturer Sales/Product Certification Program Date Week THREE - Requirements Customer 1st Module 9 Active Trade Appraisal Customer 1st Module 10 SmartChoice Sales Menu Work with Mentor to Practice Overview of Active Trade Appraisal and the Initial SmartChoice Menu Presentation Customer 1st Module 11 Using 5As to Overcome Objections Customer 1st Module 12 Financial Services Overview Learn F&I Policy/Procedures Learn Your Store s and Manufacture s CSI Policies and Guidelines Manufacturer Sales/Product Certification Program Date Week THREE - Requirements Tour the Service Department Customer 1st Module 12 Intro to Service Customer 1st Module 14 Delivery & Vehicle Orientation Work with Your Mentor to Practice CSI Overview, Vehicle Delivery and Service Orientation Complete the Manufacturer Sales/Product Certification Program

5 Training Days (min. Required: 15) SmartChoice Certification SmartChoice and Negotiation Basics Work with Your Mentor to Practice the SmartChoice Menu Presentation Using the Proper Work Tracks Role Play Menu Presentation and Negotiation with Your Sales Manager Used Vehicle Selling Skills Work with Your Mentor to Practice the Worry Free Folder Presentation Phone Skills for Sales iates Phones Module 1 The Appointment Cycle Phones Module 2 Gathering Guest Information Phones Module 3 Unsold Showroom Follow-up Phones Module 4 Earning Influence with the 5As Work with Your Mentor to Practice the One-Thing Call Guide Phones Module 5 Incoming Sales Call Guide Phones Module 6 Owner Base Follow-up Work with Your Mentor to Practice the Incoming Sales Call Guide and CSI Answer The Call! Meet with your Manager to discuss how we Answer The Call for our customers everyday. Through our actions, we: Connect: Our customers want a meaningful and trusting connection. Let them know they are heard. Guide: Our customers want guidance. Let s show them the way. Listen: Our customers want to feel heard and to feel important. Pay close attention. Expedite: Our customers want to feel that we know their times is valuable. Make every moment count. Care: Our customers will know when you truly care. Go the extra mile. Manufacturer CSI Program q Review your OEM survey and specific program details (see DealerCentral CSI tab for information) q Have a discussion with your manager on how your actions impact CSI Your Performance / Compensation q Review the store s and your individual CSI goals q Review CSI component of pay plan q Review CSI Tab Reports on DealerCentral q Discuss with your manager how CSI is tracked and communicated in your store