Five Star Solutions is a full service consulting firm that provides expert products to a diversity of clients. We offer training in the key areas that impact sales and service growth, lean operations, process improvements and customer satisfaction. In addition, we offer a range of training delivery options, and work with you and your management team to determine what works best for your needs and budget, including:
Our training and consulting services are delivered using an interactive approach to learning. By that we mean, participants in our training activities are required to actively interact with our consultants and other participants throughout their training sessions. In addition, to ensure ease of integration all participants in our courses come away with business action plans that they can implement into their operations. Our training sessions involve taking a deep look at improving current business operations through the use of process mapping. The delivery venue could be in-dealership, classroom training or webinar training our approach remains the same.
Five Star Academy Courses:
Employee Satisfaction Surveys
Website Mystery Shop
Growing Your Business
Find It! Fix It! Prevent It!
Service Prodcutivity and Effectiveness
Hiring and Retention
Service Consulting Selling
Increase Your Business - Eliminate Department Barriers
Employee Satisfaction Survey
Did you know that employee satisfaction is directly related to customer satisfaction? Think about it –
If you have unhappy employees how can they possibly interact positively with your customers? That is exactly why we developed our employee satisfaction survey process. The process we use is totally anonymous. This is an important element for your employees if you want them to give you honest feedback. It works like this:
We send you a package of surveys with instructions on how to distribute and collect.
You send the employee sealed envelopes back to us.
We tabulate and send you a comprehensive booklet back with your results by department.
Many companies have us conduct the survey every year so you can compare your results year after year. We can also provide national employee satisfaction results so you can compare your results with others.
Cost: $295 per dealership based on size. Interested?
Recent studies have shown that the #2 influencer in today’s customer decision to buy is determined by a dealerships internet responses and website usability.
Five Star Solutions has an extensive background in evaluating the usability and effectiveness of websites. We have used this ability to develop a unique process for investigating dealership internet inquiry response rate and quality of response. We do this through by using mystery shop process that includes an in-depth assessment. All departments’ sales, service and parts are mystery shopped and evaluated based on website ease of use, internet response time, product information provided, customer information obtained, dealership information provided, and quality of response.
Dealerships attend a 1 hour webinar debrief on the results. During this session Best Practices are shared and recommendations for improvement are provided. If a dealership does not ”pass” the mystery shop assessment they are given a second mystery shop and results of the second mystery shop are shared during a one-on one telephone call.
This simple three step process has created outstanding results in internet customer interactions and relations with participating dealerships.
Growing Your Business
This course provides dealership operational best practices and information gathered from benchmarking other industry successes. The aim is to bring these ideas and actions into discussion and implementation planning. Customer retail cycles are examined and dealerships develop increased customer interaction contact plans. To complete the cycle we take a look at cross departmental “connectors” that can eliminate waste, increase communication and sales through the dealership. The entire workshop is aimed at gaining knowledge and successful business practices that will lead to increased effectiveness and profits for participating dealerships.
Target Audience: Dealer Principal, General Manager, Department Managers.
1. Webinar: $800 - ½ day (3 or more dealerships $700 per dealership) 2. Live Classroom: Cost $1,295 – ½ day 3. Personalized In-dealership Cost: $3,195 Length: 1 day
This course is an interactive webinar to review, evaluate and reinforce utilization of your dealerships computerized Customer Satisfaction System. The course analyzes your dealership strengths and weaknesses in utilizing your system and helps you implement and integrate the system into your dealership processes as a tool to maximize profits, customer satisfaction and increased sales and owner loyalty.
During this course you will learn how to:
Find satisfied Customers and give them a voice
Find Dissatisfied customers and give them a voice
Develop and implement new processes to fix and prevent Customer issues
Develop and manage actions plans
Facilitate prevention meeting to diagnose problems and stop them from reoccurring
Participants will complete a pre-webinar utilization assessment, review all system reports and processes, be introduced to process mapping, complete initial steps business plan and learn the Do’s and Don’ts of Find It! Fix It! And Prevent It!
Target Audience: Dealer Principal, General Managers, Department Managers Delivery: Webinar: $600 - 2 hours (3 or more dealerships $500 per dealership) Interested? Call us at 800- 975-7894 Or email firstname.lastname@example.org
Service Productivity and Effectiveness
This course focuses on setting and attaining service department profit goals and objectives. It includes methods and examples on how to set the most productive goals to improve shop scheduling, productivity, and profits. The course will help participants decide how to implement, measure, track and trend and make appropriate improvement adjustments. Lean management practices will be used to help participants learn how to measure and improve productivity of technicians and the entire shop.
Target Audience: Service Managers and Advisors
1. Webinar: $700 - 3 hours (3 or more dealerships $600 per dealership) 2. Live classroom: Cost $1,295 - ½ day 3. Personalized In-dealership Cost: $3,195 - 1 day
1. Document and track all customers who did not buy 2. Welcome letter and packet 3. Plate and register the product 4. Two day closing (finance and product) 5. Order now and save 6. Three month free towing or rescue assistance 7. Quick reference warranty cards
EVERYDAY YOU SELL
CUSTOMER BUYER MOTIVATIONS
Why should you establish a customer’s use-benefits
Find out what CAUSED a customer to come in.
Target Audience: Sales Managers, Salespersons.
Three delivery options:
1. Webinar: $1,195 Two - 3 hour sessions (3 or more dealerships $600 per dealership) 2. Live classroom: Cost $1,595 - 1 day 3. Personalized In-dealership Cost: $3,195 - 1 day
One hour after a conversation – one-half of the information is forgotten
Much of the rest is lost within eight hours
Almost all is lost within 24 hours
However, we do retain the feeling of the conversation or phone call.
THREE STAGES TO A CALL
FOUR MAJOR PARTS TO IMPROVING OUR PHONE SKILLS — PURPOSE
1. Preparation 2. Listening 3. Asking the right questions 4. Building rapport
10 TOP PHONE TIPS
1. Do not use a customer’s name often 2. Delete the Sense of Urgency 3. Don’t Leave Your Name 4. Don’t Rely On A Script 5. Perception of Time 6. Give Callbacks Time 7. Cell Phone Abuse 8. Confirm Appoints Using Voicemail 9. Don’t Interrupt. 10. Be Efficient
Target Audience: Salespersons, Service Advisors. Delivery: Webinar $600 2 hours (3 or more dealerships $500 per dealership)
Increase Your Business – Eliminate Departmental Barriers
What can you do within your dealership to increase business?
… for sales? … for service? … for parts?
Some of the largest challenges dealerships face are internal and typically created by disconnects between service and sales departments …or service and parts departments. By eliminating barriers and developing “Connectors” between departments you can create numerous opportunities for success and increased profits for the entire dealership.
What is a "CONNECTOR”?
A process used to connect customers to every department at the dealership thus creating one seamless experience.
What Can You Do?
Establish cross functional roles
Create the right atmosphere
Knock some walls down (real and imaginary)
Get everyone involved
Then expand current and create new “CONNECTORS”.
Learn how to create connectors for the improvement of the whole dealership by targeting ALL opportunities with ALL Customers.
Target Audience: Dealer Principal, General Manager, Department Managers, Salespersons, Service Advisors.
Delivery: Webinar $600 2 hours (3 or more dealerships $500 per dealership)