CERTIFIED AFTERSALES PROFESSIONAL PROGRAMME

The Certified Aftersales Professional Programme is a comprehensive, role specific programme designed for Aftersales Advisors and Aftersales Managers in developing their automotive aftersales performance and earn an industry recognised award.

Based on a proven approach to analysing existing behaviours and developing key actions to create consistent, sustained improvements across all areas of aftersales, marketing and customer handling, resulting in improved productivity and customer engagement.

The 8 module programme is designed to:

  • Analyse and identify current Aftersales behaviours
  • Identify areas for improvement
  • Develop a proactive approach to creating measured improvements
  • Support and guide through activity and performance improvements
  • Provide additional training and coaching support

☑ Programme Delivery: 8 x 120 Minute Instructor led Virtual Classroom Training (VCT) Sessions
☑ Self-Study Duration: 2-4 hours self-study and work-based tasks per module
☑ Course Materials: Downloadable materials for this course include a detailed manual for each module and a variety of other handouts and exercises. These materials will be used in the sessions and can also be used after the sessions. Some will also count towards the IMI Certification.

Programme Details

This programme is designed for Automotive Aftersales Advisors and Mangers and is designed to cover all aspects of customer management leading to a measured improvement in the customer experience, customer loyalty and department profitability. Consisting of 8 modules which include Virtual Classroom Training, work-based tasks and knowledge testing.

  • Aftersales Advisors
  • Aftersales Supervisors
  • Workshop Managers
  • Aftersales Managers

The Certified Sales Professional Programme is comprised of 6 modules:

  • Aftersales Overview
  • Booking/Appointment
  • Welcome and Qualification
  • Services Agreed
  • Quality Experience
  • Vehicle Handover
  • Follow up and CRM
  • Proactivity in Selling

By the end of this course participants will be able to:

  • Consider and describe the potential negative experiences at each point
  • Describe the aftersales process
  • Identify key customer experience measures at each stage
  • Identify and describe key customer indicators and evaluate the impact these indicators can have on their overall business performance
  • Identify incoming enquiry channels and the benefits of each
  • Consider different types of customer information
  • Describe how to improve communication with each type
  • Describe the value in both positive reinforcement and follow up confirmation
  • Recognise the importance, value and impact of creating trust with customers
  • Reflect on current practise and identify any areas for development
  • Describe all key actions in delivering an effective and engaging customer experience
  • Consider the level of inaccuracies in their current CRM/DMS
  • Consider the impact of inaccuracies on the customer journey
  • Consider aspect of creating an engaging customer greeting
  • Consider coping mechanisms to ensure consistent delivery of an engaging customer experience
  • Consider the value attribute to each motive in relation to the customers lifestyle/ needs
  • Consider how best to present a product or service in line with customers motives
  • Improve product presentation skills
  • Consider the use of tie downs to increase customer commitment
  • Identify a potential improvement in business secured through effective objection handling
  • Recognise the impact on the trust between the customer and the business through professional presentation of additional services
  • Describe best practice in introducing, communicating and completing VHC work
  • Improve customer presentations and confidence
  • Increase additional items sales through the effective use of positive reinforcement to secure commitment
  • Describe current QC process and consider the impact and value of a robust QC process
  • Consider the importance and value of a conformation call, as expected, to the customer experience
  • Describe all of the items that should be prepared for the customers arrival
  • Describes key best practice in explaining a customer’s invoice
  • Recognise the value in answering customers questions at the point of payment/ invoice
  • Consider all of the actions and activity designed to ensure maximum potential response from customers
  • Increase confidence in introducing loyalty products
  • Identify customer dissatisfaction through recognised indicators
  • Demonstrate increased confidence in managing customer conflict
  • Describe best practice in conflict resolution and complaint handling
  • Consider the role of selling within the aftersales process
  • Describe elements of professional selling
  • Reflect on the added value provided through effectively presented products that provide a clear and measurable benefit to the customer
  • Consider the value attributed to each motive in relation to the customers lifestyle/ needs
  • Consider how best to present a product or service in line with customers motives
  • Identify a potential improvement in business secured through effective objection handling

Content Examples:

How our programmes are delivered

TRAINING NEEDS ANALYSIS (TNA)

Comprehensive range of questions to ascertain current knowledge and ensure the learning path is aligned to the learners’ needs

WEBCOACH

Trainer led Virtual Classroom Session to introduce new knowledge, skills and best practice. Deployed directly into the workplace and structured for effective learning

WORK-BASED TASKS

Simple, structured work-based tasks designed to embed learning directly into the workplace and create both immediate and long-term development

Why choose ASC?

Our goal is to provide you and your business with an easy to access, cost effective training programme that enables you to upskill your sales and aftersales teams with the minimum of time input or financial cost to the business.

ASC WebCoach have been designing, developing and deploying Virtual Training solutions since 2010 and classroom based or in-business training and coaching since 2004. Our approach is scientific in the way we design and develop core materials that ensure the virtual solution is both effective and measurable. We have designed and deployed programmes for local, national and international businesses including VW, Audi, Renault, Nissan, FCA, Stellantis, CNHi, Suzuki and Toyota Professional.

Our design process follows 7 key stages to ensure all of our courses are structured with learning in mind and lead to measurable improvements. Each course contains workbooks, guides, activities and knowledge testing. Our solutions integrate the most up to date technology, proven educational structure and an engaging, real-world approach that is focussed on ensuring you or your staff are able to maximise their performance consistently.

  • Certified by the IMI

  • Flexible training delivery

  • Less time taken out of the business

  • High level of learner engagement

  • Transfer of knowledge and skills straight into the business

  • No travel time, no travel costs

Contact us for more information