Tag Archive | "training"

Compli Partners With WeComply to Expand Training Offerings


PORTLAND — Compli, an HR and compliance management software provider, has partnered with nationally renowned ethics and compliance training provider WeComply. The venture will provide Compli clients with unlimited access to a comprehensive suite of premium WeComply training courses, with the purchase of a subscription plan.

“It’s important to point out that with this new subscription plan our clients will have unlimited use of the WeComply training library, meaning the more they use it, the better value they will receive,” said Lon Leneve, president of Compli. “This is a huge advantage because our clients won’t have to make a buying decision every time they want to provide an employee with WeComply’s trainings, and therefore more employees will be trained with more subjects addressed.”

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Performance Services Offered by AAGI


ARLINGTON HEIGHTS – American Auto Guardian, Inc. (“AAGI”) announced its partnership with United Development Systems, Inc. (“UDS”). This strategic affiliation will provide a more local presence of the seven-year winner of Top F&I Trainer in the nation.

As part of its corporate evolution, AAGI’s Performance Services department has been created. This department will encompass the on-going, two-day Agent Certification workshop held throughout the calendar year, as well as, the F&I Certification Training.

AAGI has planned three F&I Certification Training sessions at their Arlington Heights, IL location. Each session will be five days in length, taught by UDS staff. The program will include a focus on presentation skills and techniques, lender relations and advanced management skills. Additionally, participants will engage in role playing and critiquing of their performance by UDS staff.

Jeff Teuscher, Vice President of Sales and head of AAGI’s Performance Services, said, “This is the most comprehensive training available in the market, and we are pleased to be able to present the program as part of our services to our agent and dealer base. Our responsibility is not strictly to administer contracts, but to assist our client base with gaining the tools necessary for success. AAGI’s adage continues to be…We Succeed Only When You Do!®”

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Judy Vann Karstadt First in the US to Attain AFIP Master Certification Status


COLLEYVILLE -The Association of Finance & Insurance Professionals (AFIP) announced that Judy Vann Karstadt, President of JV Solutions and NJCAR Academy Director of Training, is the first person in the United States to successfully complete the newly released AFIP Certification Program Master Course final exam.

In his congratulatory remarks, AFIP Executive Director David Robertson underscored the challenges of posting a score of 80 percent or higher on the sanctioning body’s most stringent course of study.

“Based on the current roster of AFIP Certified F&I practitioners, captive lender field operatives, and professional trainers, less than seven percent qualify for Master Certification.” Robertson said.

Upon accepting her diploma from NJCAR’s president, Jim Appleton, Judy said, “I had to draw on three decades of automotive industry experience as well as my expertise in the Basic and Senior curricula while working as an AFIP Accredited Facilitator to pass that test. On the other hand,” Judy continued, “in the course of mastering the material, one will not only have a command of the state and federal rules, but their application to real-world F&I situations.”

Judy Vann started her automotive career in the retail environment as both sales and F&I manager for nine years. She continued her career with Pat Ryan & Associates, where she defined her F&I training experience. Judy spent the next ten years training F&I managers on ethical sales and compliance practices with New Jersey-based F&I Product Suppliers.

She formed JV Solutions six years ago, and has been working with the New Jersey Coalition of Automotive Retailers (NJCAR), as well as many large automotive dealer groups in training and AFIP Certifying their management staffs.

The dealerships who utilize JV Solutions to prepare their F&I personnel for the AFIP final exams find that the successful candidates post passing scores well above industry norms. The time demands of working F&I coupled with the years away from an academic environment make Ms. Vann’s command of the course material and practical experience the key contributors to dealership personnel scoring high marks.

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Do You Feel Lucky?


While researching new training material I came across Gary Player’s (the golfer) famous quote; “the more I practice the luckier I get” and it got me thinking as to the importance of our role as trainers and consultants, more importantly the effect that “role playing” has on developing and improving our clients talent and skill levels. It is not uncommon during a typical visit or end of month review at our client’s dealership to limit the visit to a simple review of the “numbers” followed by a discussion over areas that need improvement and close the review by putting an incentive in place to move specific products in an effort to increase profits. Sound familiar? If so, it’s time to change it up a bit and get more creative and decisive. What better way do we have to ensure all our efforts to increase proficiency are paying off without inspecting what we expect? So what does “the more I practice the luckier I get” have to do with it?

When do most business managers practice? Unfortunately the answer is when they are in front of a customer! That is a big problem since the only critique a customer gives to a business manager is when they say “no, I don’t want any of that stuff” or they typify it by an “x” marked on a survey. You will you never see or hear about a customer telling the business manager “Now Johnny, that wasn’t so bad but if you just slowed it down a little bit and instead of saying ‘but’ say ‘and,’ I think it would have been much more effective on me. Now, let’s try it again Johnny.” If we continue to allow business managers to practice on their customers, it is like telling them to run five laps then hit the showers after they failed to sell anything, discipline with no resolve. The point is when practicing a shot, throw or swing in front of a coach – it is examined and a plan of action is determined to make it better. That’s how you develop talent (the aptitude) into skill (the ability). Without “role play” and the critique that accompanies it, the only time the business manager gets to develop his talent and improve his skill is in front of a customer and when they miss a shot, screw up a throw or strike out, the customer is not going to tell them what they did wrong or right for that matter. So do you feel lucky? Do you…?

As Agents, Regional Managers, Representatives or whatever title you may go by, you have a monetary stake in the business managers’ successes and failures, therefore when visiting you are with your clients’ managers you need to clearly affect the bottom line. You know how to get it done, now it is a matter of getting the managers to take action and adhere to your claim. For your ideas, techniques, tips and tactics to stick or word tracks to transform into natural responses, it is going to take practice, practice and a lot more practice. It’s been proven over and over again that one of the most effective ways to develop sales ability is through role play. Unfortunately, a lot of the managers as well as sales consultants I’ve worked with have had an intense aversion to role playing. Their reasons (excuses) have ranged from not having enough time to telling me they are not comfortable role playing but not to worry because they are more relaxed in front of their customers. My all-time favorite, the one excuse I hear the most is, “you caught me off guard.” YOU CAUGHT ME OFF GUARD? That’s ridiculous! It has been my experience that their reaction to role play and their performance during role play is pretty much the same thing that happens when they are in front of a customer. It is time to get serious; if they do not have the time for you they most likely will not have the time for their customers. If they feel uncomfortable in front of you they are undoubtedly uncomfortable in front of their customers and if you caught them off guard, well just think of how they handle a customer telling them “no.” The difference between them being good and great is in their willingness to role play, to practice amongst their peers. If they conquer their fears and overcome their resistance to role play with you, the better they’ll be in front of their customers. It is that simple.

The greatest challenge in front of us is our ability to get them to embrace role playing. My experience with role play is that is has to be creative and fun in order for the participants to engage willfully. There are many ways to make role playing a more enjoyable and even fun experience! It’s been proven that we learn and grasp techniques better when we are having fun. Just think back to the best training sessions you have attended or participated in and you will know it is true. So why wouldn’t you want your clients to have fun while they’re learning? The more they enjoy what they are doing, the more they are going to get out of it and the more you will benefit from it. There are three participants in an effective role play session. They are the Associate (the person trying the skill), the Customer (the person reacting to the skill), and the Coach (the person observing and giving feedback). Of the three, the most important by far is the Coach. The Coach can also be the Customer but it’s usually more effective when you have three or more people working and learning together. The more people you have participating, the more feedback you’ll get. Here are a few role play techniques I use which yield much success:

The Round Robin:
You have three or more participants who play the role of the Manager (associate) and you play the role of the Customer (coach). Create a scenario or select a variety of customer objections that you present one at a time. Have each manager follow along by keeping pace with the dialog as you select a manager at random to continue where the previous manager left off. Each time a manager fumbles, go back to the start of the scenario or objection until you go full circle without having to make any corrections.

Flash Cards:
Rather than having to make up scenarios or come up with objections on the spot, prepare a few flash cards in advance. If you write the scenarios or objections on index cards, they will provide a clear structure for the role play and help keep you and your participants focused on the objective of the role play.

Video or Tape Recording:
Nobody likes to see or hear themselves on tape, and the camera does add some pressure and opposition, but if you can get past those issues, being videotaped can be an invaluable part of role playing. When you’re done, you have the chance to watch the tape and make valuable critiques. The camera never lies; you’re going to see what is being done wrong as well as what is being done doing right. Want to eliminate pressure and resistance they may have to taping? Try lending them a cassette recorder or video camera so they can record or video tape while no one is hearing or watching them. Have them critique themselves and re-tape until they are satisfied with the results and proud to present the video or recording to you.

Catch Them Off Guard:
Rather than asking managers what they would do in certain situations or how they handle specific objections, out of the blue present the manager with a situation or objection and see how they respond to it. If you “just” ask them how they respond or act during certain situations they will always give you the answer they know you want to hear. You will be amazed at the responses catching the manager off guard by popping an objection on them without warning such as “Do I have to take it now?” will reveal.

Next time you visit with your client, try one of the techniques I have shared with you. These little suggestions will make role play more bearable, and who knows? You may even end up liking it! Perfect practice makes a perfect presentation – it’s not luck!

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Industry Veteran Ron Fortt Launches Consulting Company


HENDERSON – Retail automotive industry veteran Ron Fortt announced the launch of Automotive Retail Solutions (ARS), an independent consulting and training company providing products and services to the automotive industry. The company had been piloting in select dealerships for the past two years and is now ready to launch.

ARS’ programs include service advisor training, business development centers, service drive extended contract sales, windshield repair training, equipment, software licensing and in-store support, reported F&I and Showroom magazine.

“We assist our clients in increasing their profitability with their existing service customers,” said Fortt, ARS president. “Our all-inclusive turnkey approach increases the dealership’s net profit with virtually no out of pocket investment.”

The company trains the dealer’s service department to identify the best sales and profit opportunities. It also helps clients convey the benefits to their service customers, according to ARS, as well professionally trains the dealership staff in how to conduct repairs for the products it offers.

Fortt has more than 36 years of experience in automotive retail, and has served as treasurer of the Toyota Lexus Minority Dealers Association and on the Toyota National Dealer Council Advisory Board. He is also co-founder of OneCommand, a digital communications company specializing in the automotive industry.

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NADA University Announces Legal, Regulatory Webinars


McLEAN – NADA University announced it is now offering all of its legal and regulatory webinars – live and on-demand – at no cost to NADA and American Truck Dealer (ATD) members and their staffs.

Dealer members may extend this benefit to their contracted financial and legal professionals by adding those professionals as licensed users within their NADA University account.

“Dealers face an enormous challenge in staying updated and compliant on complex legal and regulatory requirements, so NADA U has responded by expanding access to critical information that will make that job a lot easier,” said Michelle Primm, managing partner of Cascade Auto Group and chair of NADA’s Dealership Operations Committee.

NADA U’s legal and regulatory webinars focus on a variety of topics, including the following:

  • Credit score disclosure requirements
  • The Family and Medical Leave Act
  • The Federal Trade Commission’s (FTC) new model privacy notice
  • FTC Red Flags Rule
  • The new Small Business Administration dealer floorplan loan program
  • Organized labor issues and response
  • Wage and hour compliance
  • Risk-based pricing rule
  • UNICAP safe harbor methods
  • Comprehensive Safety Analysis program

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