"Selection, Hiring, Orientation And Training For The Internet Department" - Dealer Knows Consulting
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Transcript of "Selection, Hiring, Orientation And Training For The Internet Department" - Dealer Knows Consulting
Selection
SelectionHiringOrientationTrainingBy Joe WebbDealerKnows ConsultingAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com for 7th Digital Dealer Conf.
What is the Magic Bullet?
All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
My JobsAddress PainterGrocery baggerVideo Store ClerkPrinterCutlery SalespersonFactory WorkerBartenderBouncerEvent ManagerProject ManagerMarketing ManagerSales ManagerCar Sales AssociateInternet Sales PersonInternet Sales CoordinatorInternet Sales ManagerBack-up Finance ManagerSales ManagerBusiness Development Sales ManagerInternet DirectorHead CustodianConsultant
All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
My EmployeesInternet Sales ManagerseCommerce DirectorSales ManagerCustomer Relations ManagersIT DirectorFinance DirectorPolice OfficerGeneral ManagerIn Rehab
All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Who Should Run the Internet Dept./BDC?Top DollarFair Market ValueRough BookAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
The HierarchyShowroomInternet Department / BDCAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
The Internet Department / BDC is
All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
What it Should Be
All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Pay PlansInternet Director / BDSM
Internet Sales ManagerInternet Sales RepISC / BDC Rep
All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Pay Plans
All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Job DescriptionsJob TitleSalary RangePurpose of PositionJob Description / List of DutiesHierarchyIdeal Candidate / Skills NeededWork Location and Hours
and other duties assigned. Employee-at-will.All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Do they need car sales experience?BDC / CCR?
Internet Director / BDSM?
Internet Sales Manager?
Internet Sales Consultant?NoNoNoNoNot with the right training in place, resources available, and team leader.All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
OLDSCHOOL
Photo SaysIt doesnt matter what you know, but what you are willing to learn.
All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Basic QualitiesInternet DirectorMotivateLeadMeasureWilling to perform all ISM dutiesISM / BDCWork EthicTeam PlayerProduct KnowledgeStrong Grammatical SkillsNaturally strong communicatorsTech-savvyOne FocusIf I were this customer, what would I want?All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
A Good Salesperson is Me focusedA Good Internet Person is Us Focused
All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
3-Step Selection ProcessRecruit
Review All Applications
Conduct a Phone ScreeningAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Where to Find TalentLook Internally / Promote from WithinStaff ReferralsUniversities / Recent GraduatesJob FairsVendor ReferralsInternet MarketingCustomer MarketingLocal CompetitionRecruitersRetail / Hospitality / Electronic StoresMilitaryNever Bring Someone Back from the PastAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Where is the Classified Section?All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Hire Women
85%65%
7%All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Reviewing ApplicationsAppropriateBackground?
Necessary Skills?
Recommended?Weed out unqualified and overpriced.
Dont try to mold a candidate.
All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Take it to the Streets
All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Phone ScreeningBrief Explanation of JobClarify Work ExperienceConfirm Work History & Salary DetailsUncover Specifics of Any Shorts or GapsMention Background Check and Drug TestDetail Interview ProcessAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Listen
All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
My First Interview
HA!This isnt Fairy Tale Land. This isnt the minor leagues. We are pros. We play hard ball.
All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
5 Step Interview ProcessWho Interviews?2 Managers1 Internet Dept. Mgr.(possible Salesperson)General ManagerAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
The Importance of Interview Questions
Their Interests: Blah has always intrigued me. How did you get into that?Why did you leave your last job? (or consider relocating?)All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Traditional Interview QuestionsHypothetical SituationsIf you were hiring someone for this job, what qualities would you look for?Tell me about a time youve made a suggestion, how it was received, and how it affected the company?Self-EvaluationsWhat do you want to achieve in your next position?What do you feel is your worst trait regarding work and how do you intend on changing?Creative, Relate to Past Experience, Thoughtful and Complete Answer
Drill Down
Who helped you? When did you finish?What would you change if you had to do it again?How did this accomplishment benefit the company?
All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Photo SaysToo many people confuse activity with accomplishment. Make sure they achieved results.
All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Interview Questions?Closed-ended = Credential VerificationsHow long were you atAre you certified withOpen-ended = Discovery questionsWhat did you like about your last position?Behavioral / SituationalTell me about a time youand howOpinionWhat do you believe will be the hardest thing about this opportunity?Tasks Mystery Shop or Sell me a Pen All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Orientation
All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
The ProcessWritten, Detailed, Documented Program-covers philosophies, personnel, policies
One Communicator from each Dept.-management, sales, service, parts, mktg
Vendor Rep provides systems trainingAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
The Current ProcessWatch these videosFill out all benefit formsNo business cardsCant put you in the system yetBoss is out of townWhere do I sit?Let me introduce you to everyoneRead all brochuresTake a lunchAssign the wrong mentor / negative influenceShadow = SlaveBad Orientation Causes Buyers Remorse and Increases TurnoverAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Explain to themLanguageImportance of PaperworkOnly Two Top Managers or One TeamTheir Role and their FutureQuestions are ImportantNegative impressions lead to mistrust. You put them through a process to join your team. Dont drop the ball now.All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
CelebrateOrientation Always Takes Place the Second Week of Every Month
Make the 1st days very memorable
All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
TrainingAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
For New Hires
OrientationTraining
Weekly Product Knowledge and Sales Training After Initial ProgramAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Who Performs the Training?All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
TasksMake ItFunEngagingEducationalAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Photo SaysIf a new hire cant do all the things an internet shopper does, well, then that dog aint gonna hunt.
All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Before Training Ends
ToTraining ModulesOnline ResourcesOEM / Vendor Trainings
MysteryShopSeal of ApprovalAnd Work BeginsorAnother week of training requiredAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Attending Conferences
All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Final Day of Training
Shoot a Video Walk-AroundIs there anything you did at your previous dealership that would be helpful to us?All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Three Things That Develop PeopleDont just make it a great place to start make it a great place to stay.All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Employee RetentionAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
You Must MeasureYou Must SupportAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Ask YourselfAre the skills we trained being reinforced weekly on the job?Are we meeting expectations of the employees and customers?Am I providing the necessary tools and ongoing trainings for them to be successful?Is the technology we use enhancing my staffs ability to produce?What is a quality reward for each person?Do all of the dealers policies support the end goal of each employee?
Now Ask ThemAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com
Selection, Hiring, Orientation and TrainingJoe WebbDealerKnows [email protected]
All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com - for 7th Digital Dealer Conf.
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