Course Information
FCA Dealers have access to 41 courses that help build the fundamental and advanced knowledge dealership personnel require to successfully execute BDC activity. These courses are divided into 5 Series available to take anytime.
All courses range from 10-15 minutes in duration and have embedded knowledge checks to ensure the participant is paying attention, learning, and demonstrating their knowledge of the material being taught. Students that fail to interact with all questions in a course will not receive credit for completion.
At the conclusion of each Series, a proficiency test is required to complete the Series. The proficiency test questions and answers are randomized preventing students within a dealership from ever receiving the same exam. Proficiency tests are comprised of 20 questions and a passing score of 80% is required to receive a Certificate of Completion.
All completed courses and Series are maintained as a transcript in the student’s profile. Students and managers can quickly and easily view their progress through simple dashboards and real-time reports for managers.
Read below to learn more about each Series.
Series Descriptions
Business Development for Managers (BD4MGR) Series – Designed exclusively for all managers.
This
series focuses on helping managers understand the importance of a
clearly defined strategy for how employees in their department(s)
interact with clients. The outcome of completing this series is to have a
fully designed and easily implemented plan for how the dealership will
optimize each unique opportunity to do business for their respective
department(s). Managers are taught the importance of driving a
predictable business model and will define and document process maps
that detail the interactions with clients. Process maps should be used
to align technology solutions to support their desired strategies’ execution.
BD4MGR101 BD Overview / KPI / Appointment Ratio
BD4MGR102 Appointment Cycle™ for Sales & Service
BD4MGR103 Bridging Sales & Service
BD4MGR104 Process Mapping Sales
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BD4MGR105 Process Mapping Service
BD4MGR106 No Show and PR Calls
BD4MGR107 Getting to a 1:1, 2:1, 3:1 and Beyond
BD4MGR108 Business Development Models
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Business Development(BD) Series – Designed for all dealership personnel who talk to any type of sales opportunity on the phone.
This series addresses the fundamental communication skills needed to maximize all forms of phone interactions with clients. BD series
teaches the basic communication skills needed. BD also teaches
employees how to optimize Incoming Sales Calls, Unsold Follow-up,
Objection Handling, Owner Retention, and overall appointment conversion
strategies and techniques. These are critical in converting opportunities to do business into appointments that show, and do business with the sales department.
BD101 Gathering Guest Information
BD102 Communication Skills for Today’s Customers
BD103 Incoming Phone-up Mastery
BD104 Why FUFU?
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BD105 Objection Mastery I
BD106 Objection Mastery II
BD107 Owner Loyalty Practices
BD108 Optimizing BD Efforts
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Communication Skills(CS) Series – Designed for all Business Development practitioners who interact with clients
The CS Series is the bedrock upon which the communication principles we teach are built. The Pace/Lead skill set taught in this course is foundational knowledge that all Business Development practitioners need to understand and apply in their communication with clients, and each other. The ability to take communication skills to the next level is dependent upon the student’s ability to tailor their communication in a way that meets the needs of the listener. And that knowledge is revealed in the second half of this series of courses. When completed, the student will have been exposed to the knowledge and skills they need to develop in order to enhance their ability to communicate with and positively influence those with whom they are working.
CS100 Knowing Today’s Clientele
CS101 Permission Based Engagement
CS102 Write Succinctly & Specifically
CS103 Texting Today’s Clientele
CS104 DiSC Introduction - Power of Personality
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CS105 DiSC - Dominant Style
CS106 DiSC - Influencer Style
CS107 DiSC - Steady Style
CS108 DiSC - Compliant Stle
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e-Strategies(ES) Series
– Designed for all dealership personnel who interact with clients
electronically for sales, service, or parts opportunities to do business.
ES series teaches today’s best practices for converting all forms of electronic communications
across all dealership departments. ES series provides innovative and
proven tactics for engaging with clients and converting opportunities
into appointments that show and choose to do business with the
dealership. ES touches on key skills to maximize engagement via text,
email, and phone. These unique skills are critical in converting these opportunities.
ES101 Knowing Today’s Clientele
ES102 Permission Based Engagement
ES103 Write Succinctly & Specifically
ES104 Texting Today’s Clientele
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ES105 Volleying Videos I
ES106 Volleying Videos II
ES107 Converting Inbound Web Calls
ES108 The 35-Day Relationship
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Service Development(SD) Series – Designed for all dealership personnel who communicate with Service or Parts opportunities via phone or electronically.
This
series addresses the fundamental communication skills needed to maximize
all forms of communication with service or parts department
opportunities. This series focuses on Incoming Service Calls, First
Service Visit scheduling, Declined Service follow-up, Special Order
Parts, Recall campaigns, Service Visit follow-up, Non-Returned and
Returning VINs, and overall appointment conversion strategies and
techniques. These skills
are critical in converting opportunities to do business into
appointments that show, and do business with the service or parts
departments.
SD101 Implementing the Service Appointment Model
SD102 Top 10 Service Objections
SD103 Mastering the Incoming Service Call
SD104 First-Time Service Scheduling
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SD105 Increase Customer Satisfaction
SD106 Creating Service Loyalty
SD107 Implementing the Complaint Resolution Plan
SD108 Re-delivery Mastery |