Frontline Staff Essentials - Engines, Lubrication, Cooling and HVAC

Frontline staff fulfill an essential role in an auto-shop; they are the conduit between customer and technician. Well educated frontline staff present a professional image to customers, while helping to make efficient use of a technician’s time. Frontline staff can make all the difference to a successfully run shop. This course is designed to educate frontline staff with a working knowledge of automotive technical fundamentals and improve customer relations. Upon successful completion of this lesson, participants will learn to effectively communicate customer service requirements and technician findings relating to engines, lubrication, cooling, and heating/ventilation/air conditioning (HVAC) systems.

Finding and Selling what Vehicles Need - Introduction (Aftermarket Tire Shops)

This lesson provides an introduction to "Finding and Selling What Vehicles Need", focusing on the specific needs of Aftermarket Tire Shops. This session provides real ‘tire shop level’ data from an industry based survey. Canadian benchmark references and operational profiles of the top 33% of tire shop respondents are shown. An assessment focus on how to find and sell vehicle needs, including financial impact examples and real shop trend data, provide strong visual aids. Observations pertaining to ‘off’ tire seasons versus peak tire seasons provide valuable insight. The session concludes with a blueprint on what must occur to achieve sales growth.

Finding and Selling what Vehicles Need - Owner/Manager's Role (Aftermarket Tire Shops)

This lesson highlights the Owner/Manager's role in "Finding and Selling What Vehicles Need", focusing on the specific needs of Aftermarket Tire Shops. With the expressed goal of increasing the average labour sale per transaction, the owner is positioned as a member of the team, with the provision for a manager configuration. A dynamic Microsoft Excel spreadsheet tool is provided to enable management to assess the operation and pinpoint areas requiring improvement or modification. This tool allows for ‘what if’ scenarios and the monitoring of outcomes. Specific time frames are examined, allowing clear distinction between ‘off’ tire seasons and peak tire seasons. This session describes how to set and communicate directives to the team while aligning employee behaviour towards the objectives. Strategies and tactics are suggested to improve staffing level stability and ‘off’ season cash flow.