Automotive Sales Training

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					                  CD-ROM Programs

                               Automotive
                         Management Development




                        September 2006
                                   Catalog Number: M1900




              Sinostar Ltd.
UNIT A4, 3/F., HI-TECH IND. CTR., 5-21 PAK TIN PAR ST., T.W., N.T. HONG KONG
                                    FAX: of shipping 9742
The prices shown are in GBP and exclusive (852) 2490charges.
TEL: (852) 2417 4522
                                                         P.1
E-Mail : sinostar@sinostarltd.com Web Site: http://www.sinostarltd.com
Dear Colleague,



We are glad to inform you that our website has been updated. Effective immediately,
we will add our updated catalogs on the web site. You can search them on the “Latest
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Also, you can find our homepage linked to the website of all our exclusively represented
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Please do not hesitate to contact us for any questions you have.

Our website: http://www.sinostarltd.com




                                                       PRICING
             Pricing in this catalog provides for non-theatrical use with public performance rights.
                      Shipping charges will be added. Please contact us to secure quotations.


                                 The prices are subject to change without prior notice.



The prices shown are in GBP and exclusive of shipping charges.
                                                             P.2
                                                  Automotive
OUTSTANDING CUSTOMER SERVICE
3 CD-ROM series

                                                                    PURCHASE OPTIONS
                                                                    Please choose a course option and specify the required
                                                                    number of user licenses:
                                                                    CUSTOMER RELATIONSHIP MANAGEMENT
                                                                    £92.83
IMPROVE CSI RESULTS                                                 CREATING CUSTOMER EXPERIENCE
Any employee who engages with customers in all                      £92.83
automotive departments.                                             UNDERSTANDING EFFECTIVE
"Improving customer handling and increasing customer                COMMUNICATION
satisfaction and retention"                                         £92.83

SPECIAL FEATURES




Highly interactive narration and graphics, leading users easily step-by-step.
Video scenarios showing not just good and bad practice but also how to rescue situations which threaten to go wrong.
Real people talk about their customer service nightmares.

Suitable for all staff.
Replaces a 3 day tutor-led course.

“It's amazing how much you forget if you're out of the training arena too long. Prior to completing this course, I found that I
had developed bad habits that were costing me money. This course is perfect for refresher training as it is accessible 365
days a year and you can dip in and out of the sections you choose.”
Andrew Laws -
Senior Sales Executive

CONTENT
                                       Disc 1
                                        The Difference between Service and Outstanding Customer Service
                                        The Customer Feelings
                                        What Service is?
                                        What Customer Service is?
                                        Customer Satisfaction
                                        What more can you do?
                                        Customer Retention Value
                                        Customer Expectations
                                        and more...

Disc 2
 Body Language
 Conflict Management
 Rapport
 Dealing with Different Customer Types
 Complaints
The prices shown are in GBP and exclusive of shipping charges.
                                                              P.3
 Commitment to Customers
 and more...
Disc 3
 Delivering Bad News
 Dealing with Mistakes
 Retaining Customers
 Customer Loyalty
 Treating little things with Due Care and Attention
 Satisfied Complainants
 Long term Customer Maintenance
 Data Quality
 Touch Points
 and more...

PROGRAMME DETAILS
CD + PC
Style: Interactive dealership
Media: Video, Audio, Graphics
Hours: 1+ each disc
Online Test: 'Hotseat' per programme
Accreditation: IMI - validation via learning management system
Delivery: PC with internet connection
Access: CD / Internet - ID / Password
Hosting: Fully hosted /administered by Autavis

COURSES HAVE FREQUENT INTERACTIONS WHICH ALLOW USERS AT KEY POINTS TO CHECK THEY
HAVE GRASPED VITAL POINTS.




The prices shown are in GBP and exclusive of shipping charges.
                                                             P.4
SERVICE RECEPTION




ACCREDITED TRAINING
This 6 hour course is extremely useful both for established
Service staff and new starters. It takes them through all the
essential skills and knowledge they will need to keep
customers coming back time and time again - including
techniques for selling products, an area of missed                    PURCHASE OPTIONS
opportunity in many dealerships.                                      Please choose a course option and specify the required
Set in a car dealership, this course takes users through the          number of user licenses:
skills and techniques employed by outstanding service                 SERVICE RECEPTION
receptionists.                                                        £586.33

SPECIAL FEATURES

                                                                            Users learn by facing a number of common
                                                                            situations re-created in video scenarios. They are
                                                                            encouraged to comment on the way the customer is
                                                                            dealt with and this provides the impetus for the
                                                                            learning material which is presented using an
                                                                            entertaining mix of audio and graphics.

                                                                            Suitable for all service receptionists / technicians.
                                                                            Replaces a 4 day tutor-led course.

                                                                            “This programme highlights all the practices that
                                                                            service receptionists should adhere to. Every service
                                                                            receptionist in the Motor Industry would benefit
                                                                            from
                                                                            completing the various tutorials.”
                                                                            Andy Yates -
                                                                            Service Manager


CONTENT
 Capturing Information
 Setting up different types of repair
 Customer Handling
 Constant Communication
 Selling
 Receiving Customers and Vehicles
 Raising a job card
 Standards & Processes
 Vehicle Handover
 Service Follow-up
 Outstanding customer service

PROGRAMME DETAILS
CD + PC
Style: Interactive Dealership
Media: Video, Audio, Graphics
Hours: 6
Online Test: Real-time feedback
Accreditation: IMI and / or City & Guilds*
Delivery: PC with internet connection
Access: CD / Internet - ID / Password

THE STYLE IS FUN, ENTERTAINING AND EASY TO USE. IT APPEALS TO ALL LEARNING STYLES.
The prices shown are in GBP and exclusive of shipping charges.
                                                                P.5
ENVIRONMENTAL BEST PRACTICES




ESSENTIAL KNOWLEDGE
The most serious consequences of failure to apply good
environmental practices are ultimately felt in the gradual
decline of our surroundings, the deterioration of quality in
the world around us and increased threats to our own
health and welfare.                                                  PURCHASE OPTIONS
But environmental failures also cost money. They can have            Please choose a course option and specify the required
a devastating effect on a business. Not the least potential          number of user licenses:
cost are the fines and penalties now imposed on companies            ENVIRONMENTAL BEST PRACTICES
which break the law.                                                 £57.58

SPECIAL FEATURES
                                                      Scenarios set in a working motor dealership illustrate key issues. They
                                                      cover the activities in motor dealerships which have the most potential
                                                      to cause environmental harm.

                                                      Suitable for all staff and managers.
                                                      Replaces a 1 day tutor-led course.

                                                      “It’s encouraging to see a quality training programme, bespoke to the
                                                      automotive industry, that tackles all of the environmental issues that
                                                      we are face with. Remembering that ignorance is no defence - this
                                                      course is a must for all Managers and Directors.”
                                                      David Houlton -
                                                      Tech SP Health and Safety Group Health and Safety Manager,
                                                      Hartwell Plc

“The online training is the best I've seen. It delivers knowledge relating to health & safety as it applies to the automotive
industry and it does it in an enjoyable way. With the volume of people who need induction and refresher training, Autavis
provide the perfect solution.”
Paul Cooper -
Tech SP Health & Safety, Chairman of the Motor Dealer Safety Group

CONTENT
 Oil and hazardous substance storage
 Heating installations
 Transport and dangerous goods
 Atmospheric emissions
 Site drainage
 Waste management
 Spillage control
 Environmental complaints

PROGRAMME DETAILS
CD + PC
Style: Interactive virtual dealership
Media: Video, Audio, Graphics
Hours: 6
Online Test: Real-time feedback
Accreditation: IMI and / or City & Guilds
Delivery: PC with internet connection
Access: CD / Internet - ID / Password




The prices shown are in GBP and exclusive of shipping charges.
                                                               P.6
HEALTH AND SAFETY
3 CD-ROM series




THE ULTIMATE SUITE                                                      PURCHASE OPTIONS
Ideal as a refresher for established staff, this course is also         Please choose a course option and specify the required
an excellent induction tool. In just a few hours, working               number of user licenses:
individually new staff can get up to speed with the health              EXECUTIVES AND SENIOR MANAGERS
and safety culture you want to foster throughout your                   £81.08
company. Although similar ground is covered in the                      MANAGING SAFELY
different versions, there are critical differences in the               £69.33
responsibilities of managers and employees. These are                   WORKING SAFELY
sufficient to merit the three separate programmes.                      £57.50
SPECIAL FEATURES
Written by highly qualified experts in Health and Safety. Narration, graphics and activities make the training easy to follow.

Suitable for all.
Replaces a 1 day tutor-led course.

“The Institute of the Motor Industry are keen to promote health & safety training for all employees in the industry. Autavis
offer not only outstanding course content, but a superb method of delivery, second to none.”
Alan Mackrill -
IMI Director of Education & Training

CONTENT


                                             EXECUTIVES AND SENIOR MANAGERS - provides an understanding of
                                             the importance of H & S in terms of human suffering, cost of failure and legal
                                             consequences.
                                             WORKING SAFELY - the principles of H & S and best working practices for
                                             all individuals in the business.
                                             MANAGING SAFELY - provides managers with a thorough grounding in the
                                             principles of Health & Safety in the workplace.



PROGRAMME DETAILS
CD + PC
Style: Interactive Multimedia
Media: Video, Audio, Graphics
Hours: 4+
Online Test: Real-time feedback
Accreditation: IMI and / or City & Guilds
Delivery: PC with internet connection
Access: CD / Internet - ID / Password




The prices shown are in GBP and exclusive of shipping charges.
                                                                  P.7
AUTOMOTIVE SALES TRAINING




IVCA AWARD WINNER
The process of closing a sale is the basic mechanism for
success in motor dealerships. It's the process which oils the
wheels of the whole business. Salespeople who put into
practice the techniques demonstrated will impact massively            PURCHASE OPTIONS
on profit and volumes.                                                Please choose a course option and specify the required
This sales course, set in a car dealership, takes users               number of user licenses:
through every stage of selling in great detail, emphasising           AUTOMOTIVE SALES TRAINING
the importance of technique, skills and drive.                        £586.33

SPECIAL FEATURES
A complete video sale runs from beginning to end from Meet and Greet to Follow Up through all sections, showing the
major steps and how they can be accomplished with a typical customer.
Smaller scale video scenarios highlight issues which can arise at every stage of the sale. These challenge the user to make
key decisions during the sale, for example, which of the strategies they have learnt should be used to overcome the
objections being raised by the featured customer?
End-of-program test in the form of a board game. This validates user's understanding and feeds back into a learning
management system for monitoring and accreditation.

Suitable for sales executives, business managers and sales managers.
Replaces a 5 day tutor-led course.
“I wish I had encountered such an engaging and professional tool when operating as a trainer... an e-learning product
which keeps salespeople motivated when being trained. Most importantly, an organisation need never lose a sale because
all the training is done in the workplace.”
Sarah Sillers -
Chief Executive, The Institute of the Motor Industry

CONTENT
   The Law
   Meet & Greet and Rapport Building
   Customer Qualification
   Vehicle Appraisal
   Management Reviews
   Presentation and Demonstration
   Trial Close
   Deal Presentation
   Negotiation
   Close
   Order and Delivery
   Follow Up

PROGRAMME DETAILS
CD + PC
Style: Interactive virtual dealership
Media: Video, Audio, Graphics
Hours: 6
Online Test: Real-time feedback
Accreditation: IMI and / or City & Guilds*
Delivery: PC with internet connection
Access: CD / Internet - ID /Password

COURSES ARE DELIVERED VIA CD AND THE INTERNET AND FEATURE A RICH MIXTURE OF VIDEO,
AUDIO AND GRAPHICS.




The prices shown are in GBP and exclusive of shipping charges.
                                                                P.8
SELLING FINANCE AND INSURANCE




TRIED AND TESTED
This course majors on the techniques which will produce a
significant boost to F & I sales figures. It encourages sales         PURCHASE OPTIONS
executives to make F & I an integral part of their sales              Please choose a course option and specify the required
technique. It especially looks at how to deal with the                number of user licenses:
arguments commonly put forward by customers for not                   SELLING FINANCE AND INSURANCE
wanting the products.                                                 £703. 84

SPECIAL FEATURES
Highly interactive video, narration and graphics. Leads users step by step through the equivalent of an 8-day conventional
business manager training course. 'Arena' testing area to validate users' understanding of key concepts.

Suitable for all sales staff.
Replaces an 8 day tutor-led course.

“The Institute of the Motor Industry is keen to promote best practice in all areas. This programme clearly defines an
outstanding approach to selling Finance and Insurance. I am sure this type of training will help drive performance in any F
& I department..”
Allan Tyrer -
Finance Director, IMI.

“Autavis has some of the most effective training solutions in today's market place. Their F & I programme provides the
flexibility to upskill Associates on site, thus reducing the time and money spending sending them to a traditional 2-week
residential course.”
Richard Jenkins -
Group F & I Director, Hartwell Plc.

CONTENT
Disc one
 Working within the law
 Understanding finance
 Handling payment buyers
 F & I mathematics
Disc two
 Maximising profitability
 Finance conversions
 Selling protection products
 Managing the F & I department
Disc three
 The Business user
 Business calculations

PROGRAMME DETAILS
3 X CD + PC
Style: Interactive Dealership
Media: Video, Audio, Graphics
Hours: 12
Online Test: Real-time feedback
Accreditation: IMI and / or City & Guilds*
Delivery: PC with internet connection
Access: CD / Internet - ID / Password




The prices shown are in GBP and exclusive of shipping charges.
                                                                P.9
MANAGING OPERATIONS
2 CD-ROM series




MAKE A REAL DIFFERENCE
The operations management modules are designed to help                   PURCHASE OPTIONS
managers identify and impact positively on the key drivers               Please choose a course option and specify the required
within the organisation. The programmes show managers                    number of user licenses:
how to establish the controls for efficiency and profitability.          GENERAL MANAGERS
If you are a dealership or department manager, this                      £938.83
programme is a 'must'. If you would like to move into                    DEPARTMENT MANAGERS
management, what better start could you have?                            £468.83
SPECIAL FEATURES
Video scenarios showing day-to-day operations in a motor dealership.
In the video sequences, a presenter / guide talks to the managers and staff to help to draw out the issues and possible
solutions.

Suitable for existing and aspiring managers.
Replaces a 3 day tutor-led course.

CONTENT
Managing Parts Operations
 Standards and Performance Controls
 Monitoring and Improving Profitability
 Increasing Sales Volumes and Margins
 Stock Management
 Supersessions
 Obsolescence
 Warranty
 Achieving Margin Targets
 Key Performance Indicators
Managing Sales Operations
 Standards and Performance Monitoring & Control
 Used Vehicle Stock Management
 Used Vehicle Margin Management
 Managing the F&I Department
 Managing New Vehicle Stock
Managing Service Operations
 Monitoring and Improving Profitability
 Customer Courtesy Services
 Booking Process
 Quality Control
 Workshop Loading and Control
Managing Operations - General Managers
 Profit Relationships between Departments
 Dealership Profit Health Check
 Interaction between Departments
 Meetings
 Cash Handling

PROGRAMME DETAILS
CD + PC
Style: Interactive Dealership
Media: Video, Audio, Graphics
Hours: 6+
Online Test: Navigational
Accreditation: IMI and / or City & Guilds*
Delivery: PC with internet connection
Access: CD / Internet - ID / Password
The prices shown are in GBP and exclusive of shipping charges.
                                                                  P.10
MANAGING FINANCE
4 CD-ROM series




CONTROL IS THE KEY
The finance module aims to provide new and existing
managers with the financial knowledge required to plan,
monitor and grow the business.
                                                                   PURCHASE OPTIONS
In particular:                                                     Please choose a course option and specify the required
 Understand management accounts                                   number of user licenses:
 Interpret the balance sheet                                      GENERAL MANAGERS
 Monitor and impact on Key Performance Indicators                 £880.08
 Produce realistic business forecasts                             PARTS MANAGERS
 Understand and interpret budgets                                 £410.08
 Control credit and bad debts                                     SALES MANAGERS
 Identify, control and manage costs                               £410.08
 Troubleshoot potential business threats                          SERVICE MANAGERS
 Identify opportunities for business growth                       £410.08

SPECIAL FEATURES
Video scenarios showing day-to-day operations in a motor dealership.
In the video sequences, a presenter / guide talks to the managers and staff to help to draw out the issues and possible
solutions.
Virtual Training Room - a source of information and advice.
The program enables printouts of key management documents e.g. Personal Development Plans.

Suitable for all department managers and individuals aspiring to move into management.
Replaces a 2 day tutor-led course.

CONTENT
 Module Introduction
 Introduction to Accounting
 Basic Financial Information
 Cost Classifications
 Working Capital, Credit Control, Bad Debts
 The Dealership Balance Sheet
 Management Accounts
 Business Planning
 Forecasts and Budgets
 Financial Interpretation & KPI's

PROGRAMME DETAILS
CD + PC
Style: Interactive multimedia
Media: Video, Audio, Graphics
Hours: 9+
Online Test: Navigational
Accreditation: IMI and / or City & Guilds*
Delivery: PC with internet connection
Access: CD / Internet - ID / Password




The prices shown are in GBP and exclusive of shipping charges.
                                                            P.11
CUSTOMER RELATIONS MANAGEMENT
2 CD-ROM series




RETAIN CUSTOMERS
This programme is about increased revenue and profit                PURCHASE OPTIONS
through knowledge and understanding of who your                     Please choose a course option and specify the required
customers are, how they interact with your business today,          number of user licenses:
how they wish to interact in the future and how valuable            GENERAL MANAGERS
and profitable they are to you now and in the future. CRM           £821.33
is about retaining your customers and increasing the                PARTS MANAGERS
number of lifetime customers.                                       £351.33
SPECIAL FEATURES
Video scenarios showing day-to-day operations in a motor dealership.
In the video sequences, a presenter / guide talks to the managers and staff to help to draw out the issues and possible
solutions.
Virtual Training Room - a source of information and advice.
The program enables printouts of key management documents e.g. Personal Development Plans.

Suitable for all managers and individuals looking to step up into management.
Replaces a 2 day tutor-led course.

Perfect for induction and refresher training.

CONTENT
 The Value of Customers
 Achieving Customer Satisfaction
 Monitoring Customer Satisfaction
 Managing Customer Information
 Marketing
 Growing the Business

PROGRAMME DETAILS
CD + PC
Style: Interactive Dealership
Media: Video, Audio, Graphics
Hours: 6
Online Test: Navigational
Accreditation: IMI and / or City & Guilds*
Delivery: PC with internet connection
Access: CD / Internet - ID / Password

COURSES CAN BE USED ANY NUMBER OF TIMES TO REFRESH KNOWLEDGE AND SKILLS.
THE CONTENT IS PRACTICAL, AND RELEVANT BECAUSE IT IS BASED ON THE REAL BUSINESS
EXPERIENCE OF CONTRIBUTORS WITH LONG AND HIGHLY SUCCESSFUL EXPERIENCE OF MOTOR
DEALERSHIPS.




The prices shown are in GBP and exclusive of shipping charges.
                                                             P.12
FSA REGULATORY AND TRAINING
3 CD-ROM series


                                                                   PURCHASE OPTIONS
                                                                   Please choose a course option and specify the required
                                                                   number of user licenses:
                                                                   SALES ADVISORS
ACCREDITED COMPLIANCE                                              £175.08 + £45.83 (1 year's annual charge per user.)
An easy way of becoming compliant with FSA training and            SERVICE ADVISORS
operations requirements. This programme gives a                    £175.08 + £45.83 (1 year's annual charge per user.)
comprehensive breakdown of FSA requirements and has                SENIOR MANAGERS
been tried and tested by thousands of clients.                     £175.08 + £45.83 (1 year's annual charge per user.)
SPECIAL FEATURES
Learning points referenced to the FSA final rulebook (ICOB) and other areas of the FSA handbook that affect motor
dealerships. Course completion is intelligently monitored by a learning management system that identifies users whose
training has lapsed.
The system notifies the individuals by e-mail. Hotseat - fun testing.

Suitable for all customer-facing staff and managers.
Replaces a 1 day tutor-led course.

CONTENT
 General insurance
 FSA Regulations
 FSA Definitions
 FSA Compliance
 Statement of demands and needs
 Product Disclosure
 Complaint handling
 Training and competence
 Record keeping and reporting
 Guidelines - Handling Financial Insurance Products
 Guidelines - Handling General Insurance Products
 Vehicle sales process
 Service Department sales process
 Approved level additional content
 Financial promotions
 Reporting requirements
 Recruitment

PROGRAMME DETAILS
CD + PC
Style: Informative Presentation
Media: Audio, Graphics
Hours: 4
Online Test: Real-time feedback
Accreditation: IMI and / or City & Guilds*
Delivery: PC with internet connection
Access: CD / Internet - ID / Password

BORN OF THE MOTOR INDUSTRY, AUTAVIS IS IDEALLY PLACED TO DELIVER TRAINING FOR
INDIVIDUALS WORKING WITHIN SPECIFIC DEPARTMENTS.
WE ONLY TRAIN YOU IN WHAT YOU NEED TO KNOW - BUT EVERYTHING YOU NEED TO KNOW.




The prices shown are in GBP and exclusive of shipping charges.
                                                            P.13
                                  Management Development
PERSONAL EFFECTIVENESS




SELF IMPROVEMENT
As managers, we need to start by managing ourselves
effectively. This in turn will help create a positive climate
within the dealership where your associates will feel                  PURCHASE OPTIONS
engaged and motivated to work. The way we communicate,                 Please choose a course option and specify the required
give feedback, handle meetings, manage our time and                    number of user licenses:
solve problems will all impact on our associates and the               PERSONAL EFFECTIVENESS
service they provide to our guests. It all starts with you.            £351.33

SPECIAL FEATURES
Video scenarios showing day-to-day operations in a motor dealership.
In the video sequences, a presenter / guide talks to the managers and staff to help to draw out the issues and possible
solutions.
Virtual Training Room - a source of information and advice.
The program enables printouts of key management documents e.g. Personal Development Plans.

Suitable for all managers operating within the Automotive Industry.
Replaces a 2 day tutor-led course.

“Automotive Skills welcomes Autavis' new online learning programme incorporating the Automotive Retail Management
Standards. Their programme enables more flexible and effective training, transforming the mechanism of training delivery
within the industry. Autavis has developed a training programmes that will deliver tangible benefits both to staff and
business productivity.”
Automotive Skills Council

CONTENT
 Self awareness
 Managing yourself
 Effective communication
 How people learn
 Learning styles
 Solving problems
 Making decisions
 Development techniques
 Development planning
 Setting objectives
 Observation skills
 Objectivity
 Giving feedback
 Managing conflict
 Meeting skills
 Time management

PROGRAMME DETAILS
CD + PC
Style: Interactive Dealership
Media: Video, Audio, Graphics
Hours: 6
Online Test: Navigational
Accreditation: IMI and / or City & Guilds*
Delivery: PC with internet connection
Access: CD / Internet - ID / Password



The prices shown are in GBP and exclusive of shipping charges.
                                                                P.14
MANAGING PEOPLE




DRIVE PERFORMANCE
In today's fast-moving business world, the most successful
organisations have highly proactive, professional managers
who manage their people to maximise their performance,
which in turn impacts on and develops the business.
It's a manager's job to develop associates by providing
them with the right training, support and motivation. It is
also a manager's job to stretch associates by giving them            PURCHASE OPTIONS
new challenges, extra responsibilities and freedom of                Please choose a course option and specify the required
action.                                                              number of user licenses:
This programme comprehensively demonstrates what                     MANAGING PEOPLE
managing people is all about.                                        £351.33

SPECIAL FEATURES
Video scenarios showing day-to-day operations in a motor dealership.
In the video sequences, a presenter / guide talks to the managers and staff to help to draw out the issues and
possible solutions.
Virtual Training Room - a source of information and advice.
The program enables printouts of key management documents e.g. Personal Development Plans.

Suitable for existing and aspiring managers.
Replaces a 2 day tutor-led course.

“The Chartered Management Institute is very pleased to be working in partnership with Autavis as an approved centre
delivering automotive retails qualifications. During the approval process, we were impressed both by the quality of the
training delivery and the commitment of the Autavis staff.”
Adrian French -
Business Development manager,
Chartered Management Institute

CONTENT
 Leadership
 Performance at work
 Motivation
 Performance management
 Performance reviews
 Coaching
 Teams
 Team building
 Delegation
 Empowerment

PROGRAMME DETAILS
CD + PC
Style: Interactive Dealership
Media: Video, Audio, Graphics
Hours: 6-8
Online Test:Navigational
Accreditation: IMI and / or City & Guilds*
Delivery: PC with internet connection
Access: CD / Internet - ID / Password




The prices shown are in GBP and exclusive of shipping charges.
                                                              P.15
Index
AUTOMOTIVE SALES TRAINING                                          P.8
CUSTOMER RELATIONS MANAGEMENT                                      P.12
ENVIRONMENTAL BEST PRACTICES                                       P.6
FSA REGULATORY AND TRAINING                                        P.13
HEALTH AND SAFETY                                                  P.7
MANAGING FINANCE                                                   P.11
MANAGING OPERATIONS                                                P.10
MANAGING PEOPLE                                                    P.15
OUTSTANDING CUSTOMER SERVICE                                       P.3
PERSONAL EFFECTIVENESS                                             P.14
SELLING FINANCE AND INSURANCE                                      P.9
SERVICE RECEPTION                                                  P.5




The prices shown are in GBP and exclusive of shipping charges.
                                                            P.16

				
DOCUMENT INFO
Description: Automotive Sales Training document sample