Dealership_Organization_Tutorial_-_7-9-18.pdf

Transcript

1. Welcome To Premiere Testing Dynamics’ Tutorial & Test Center This Class Was Created Specifically For GM ADI TSMs The Subject of this Tutorial is “Dealer Organization” Premier Testing Dynamics
2. We will begin with a tutorial and end with a quiz to test your knowledge on the subject. The passing grade for this tutorial is 80%. Once you achieve a passing score, you will be certified in this subject. Make sure to print your Certificate of Completion at the end of the quiz. You can proceed through the tutorial by clicking the right arrow when you are ready to proceed. If you need to go back at any time, click on the left arrow of the program which will take you backwards.
3. Dealer Organization One of the first things a Territory Sales Manager (TSM) must understand when beginning their career with an ADI is how a dealership is organized and how it operates. Whether the TSM has automotive or dealership experience already, understanding your dealership from a TSM point of view is unique to almost any other position. While no two dealerships operate exactly the same, even within the same family of dealerships, most dealerships operate within a similar structure. During this tutorial, the goal is to educate you on generally accepted dealership organizations and the roles and responsibilities of individuals within the organization. When you have completed this tutorial, you should be able to more confidently navigate throughout your dealerships as a TSM.
4. Dealer Organization Dealerships are “top down organizations”. In other words, the direction of a dealership generally is set by the dealer and then communicated down the chain of command to the proper department. Dealer General Manager Sales Manager Parts Manager Service Manager F&I Manager Accounting & Admin Manager Fleet & Commercial Manager Body Shop Manger Let’s take a look at each position and it’s roles and responsibilities.
5. Dealer Organization The dealer is the owner* of the dealership. While many dealerships have a single owner, there can be many ownership structures, including but not limited to: 1. Single owner 2. A majority owner and minority partners 3. Family trusts 4. Publicly traded entities 5. Dealership employees through an ESOP (Employee Stock Ownership Program) *For sake of conciseness, all dealership employees will be referred to in the female tense. Dealer
6. Dealer Organization The dealer is ultimately responsible for everything regarding the dealership. She is the legal and financial responsible party for the dealership. As a TSM, your primary goal is to assist the dealer in building or enhancing a profitable accessory selling process that is committed to the GM Accessories line-up of products. The first step in achieving this is to obtain the dealer’s commitment. However, depending upon the dealership, you may or may not have access to the dealer. This is because the dealer: 1. May not always be available for sales people. 2. Chooses to let the General Manager or her department mangers make all decisions regarding accessories 3. Chooses not to focus on accessories at all Dealer
7. Dealer Organization The first key to best maximize your involvement with a dealer is to understand what motivates her. Typically there are three primary reasons a dealer will make a change (i.e. agree to sell accessories): 1. Profit – the desire to make money 2. Pride – the desire to lead in every way/category/ranking 3. Prodigy – the desire to leave a successful enterprise to their heir By understanding which is the primary motivator to your dealer, you will be able to be better prepared to make a presentation that will lead to your desired outcome. Dealer
8. Dealer Organization To second key item you must know when presenting to your dealer is that she has limited time for you and an unlimited number of demands for her time. Therefore, you must quickly build a rapport with her and then succinctly make your presentation. Some ways to build your rapport to jump start your presentation are: 1. Have a GM representative set and attend the meeting with you and start the meeting with a positive introduction of you. 2. Learn something about your dealer that you might use to develop a common bond with her or to show her that you are more interested in just selling her something. 3. Make clear that you are interested in her dealership’s long term success with accessories and understand that you are willing to work to build a sustainable, profitable accessory selling process. Dealer
9. Dealer Organization To third key to successfully working with your dealer is t0 have a plan based upon what her dealership can reasonably do. For example, a dealership that does not have enough qualified technicians to handle their current level of service customers is NOT a candidate to begin a pre- load program. Whether you have a plan for the dealership or not, you must first: 1. LISTEN - During your initial meeting with the dealer, try to draw out what she would like to see in an accessory selling process. 2. FOCUS – If the dealer keeps talking about profitability, don’t spend a lot of time on GM’s warranty of accessories. Focus on what’s important to your dealer. 3. UNDERSTAND – Make sure you understand what your dealer wants out of her accessory selling process. By understanding it, you will be better prepared to introduce the process to her management team knowing that the dealer will support it because its based on what she wants. Dealer
10. Dealer Organization Once you have developed a plan for the dealership, you must: 1. Present the plan to the dealer 2. Obtain the dealer’s approval and commitment to support it 1. If the dealer doesn’t feel the plan is complete, go back to the development stage and amend it to what the dealer will support 3. Ask the dealer who is next in line to present the plan to 1. If the dealer employs a General Manager, more often that will be the next person you will present to 4. Confirm with the dealer that you will provide her periodic updates to your progress on assisting her dealership in developing or enhancing an accessory selling process
11. Dealer Organization Though you may have the built a plan the dealer approves of, it is crucial to gain the support of the dealership’s management team. From this point forward, this tutorial will highlight each manager’s main concerns with adopting your accessory plan.
12. Dealer Organization When there is a General Manager in the dealership, she is typically responsible for the day to day operations of the dealership’s departments. In respect to developing or enhancing the dealership’s accessories process, the General Manager is generally interested in three things: 1. Can the process generate profit 2. Can the process be introduced to the dealership with a minimum of disruption to everyone 3. Is the process replacing an existing accessories program that uses a line of accessories other than GM’s and is it worth it to do so General Manager
13. Dealer Organization When there is a General Manager in the dealership, she is typically responsible for the day to day operations of the dealership’s departments. In respect to developing or enhancing the dealership’s accessories process, the General Manager is generally interested in three things: 1. Can the process generate profit 2. Can the process be introduced to the dealership with a minimum of disruption to everyone 3. Is the process replacing an existing accessories program that uses a line of accessories other than GM’s and is it worth it to do so General Manager
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15. Dealer Organization 1. Can the process generate profit – the General Manager is responsible to the dealer for meeting the overall profit goals. Make sure to stress the profit opportunity for all departments within the dealership (Parts, Service and Sales). 2. Can the process be introduced to the dealership with a minimum of disruption to everyone – the General Manager is responsible for all the processes that must work in sync. To introduce a new process, you will need to emphasize how it can be seamlessly integrated with all of the other processes. 3. Is the process replacing an existing accessories program that uses a line of accessories other than GM’s – if this is the situation you face, stress that only GM Accessories were built for the each vehicle, and is it worth it to do so General Manager
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18. You’ve Now Completed Your GM ADI TSM Tutorial On “Dealer Ordering Options” Please Click The “Take Quiz” Button To Proceed To Your Test. Good Luck!