Automotive Corporate Training Modules (Sales & Service)

8/19/2019 Automotive Corporate Training Modules (Sales & Service)

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AUTOMOTIVETRAININGS A L E S & S E R V I C E


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WAGONS TRAINING

Wagons is a global leader in blended learning solutions. For nearly a decade, our automotive experts have

designed, delivered and managed tailored learning solutions across thousands of locations, all over India.

To date, we have delivered thousands of hours of training — including product launch training for multiple

automotive introductions — to the world’s most successful organizations. The end result, time and again? Short-

term sales, long-term customer loyalty and dealership profitability. In other words: Everything you need to shiftyour business into the next gear.

Wagons works with you to analyze, implement and track learning solutions aligned perfectly with your

business needs. From product launches to parts and service training to sales and after-sales training, we leverage

the most advanced learning technologies to engage employees and inspire customers to be passionate about your

brand. That’s excellent news for your bottom line.

Product Launch Training

Wagons takes a phased approach to new product training that builds and sustains excitement to ensure successful

product launches. Our programs are based on a thorough understanding of your business objectives, and backed

by creativity and best practices that effectively support your sales and service teams.

Service Training

Wagons creates, delivers and administers both technical and non-technical automotive retail training programs.

With learning solutions enabled by highly sophisticated vehicle technology — including dynamic 3D animated

simulations we enable technicians across the globe to diagnose complex technical vehicle components.

Sales and After-Sales Training

Leveraging years of expertise, Wagons helps automotive leaders reinvent the way they deliver sales and after-sales

training across their enterprise. Through a sales process map; research and assessment; curriculum and gap

analysis; and sales management training, our learning solutions maximize your sales potential.

CERTAIN ABOUT

BEING ASSOCIATED

WITH THE MOST

INFALLIBLE

BRAND?


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WAGONS TRAINING

Training is an important thread in the transformation and performance management strategy of all

companies. It however has remained under emphasized area till recently. Organizations are exploring and

experimenting to figure out the right approach for retail training. Wagons, a pioneer in the field has successfully

implemented many of its proprietary frameworks & tools for effective and sustainable people development. Our

domain expertise and technical knowledge give us a clear edge over the providers of generic training companies

Technical and Non technical training for dealership personnel in the areas of sales, after sales, parts, used cars,

accessory business etc.

Training courses for OEM channel management and field operations teams.

Certification methodologies developed in line with global best practices in automotive retail

Proprietary assessment and profiling tools.

Training Need Assessment and Competency Mapping.

Content Development and Knowledge Management Solutions.


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TRAINING MODULES

Vehicles Covered : 2W, 3W, Cars, Commercial, Tractors, Construction

Equipment

Automobile Basics (All Aggregates) Technical Training

Vehicle Commercial Selling Skills, Sales Process & FAB

Auto Finance With Balance Sheet Analysis

Motor InsuranceThe art of selling & Business Development

Soft Skills And Personality Development

Attitudinal Training

Corporate Etiquettes

Personal Productivity & Process Competency Development ( Using

Cutting Edge Technologies Like Six Sigma, NLP & Other Advanced

Behavioral Skills)

Supervisory Skills

Micro Monitoring & Business Tracking

Vehicle Feature Based Selling & The Professional Selling Process

Effective Presentation Skills & Maintaining Customer Satisfaction

Sales Manager's Role In The Dealership

Financial Institutions & Their Requirements

Sales & Dealership Profitability

Stock Ageing & Model Wise Focus

Understanding Reports And Reporting on systems

Basic Computer Knowledge

Planning & Implementation

Cash Handling

Bank & NBFC Relationship Building

Vehicle Servicing

Dealership Accounting


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Unlike the world markets, Automobile segment in India is witnessing healthy growth. New products are being introduced in

almost all the automobile categories across commercial and non commercial segments. With the growth of automobile companies the

ancillary and allied companies too are witnessing growth.

Managing growth necessitates skilled manpower. Wagons Learning partners almost all the key automobile, ancillary and allied

companies to fulfill the manpower development needs of the segment. From product training to interpersonal skills, from training dealer

sales force to companies direct sales force, from grooming leaders to team building, from sales training to customer retention training

Wagons Learning has offered these and many other training solutions to the Automobile companies and the ancillary units, to fuel theirgrowth.

AUTOMOTIVE – LEARNING SOLUTIONS (OEM & DEALERSHIPS)

OUR PRODUCTS AND SERVICES INCLUDE:

Training Need Analysis (TNA)

Training content development & design

Classroom material development (ILT) and e-learning

(WBT, Mobile, Virtual Classroom or Video on Demand)

Training delivery (workshops & drive activities)

Learning management systems

Training administration

Training evaluation

Train the Trainer (TTT) capabilities

With a wide geographical presence, Wagons Learning has undertaken interventions and

performance enhancement in the following functions :

1. Sales

Product launches

Mystery shopping

Manpower profiling at dealerships

DipsticksAdopting 'model' dealerships

Interventions for Company personnel

On the job training

Special Project Interventions

Implementation of processes

Business simulations

Skill contests

Technical Product Trainings

SOP/ SSI Implementation

2. Service

After Sales service process implementation

CRM based interventions

Tele calling projects with assessments

Interventions for service advisors and service managers

SOP/ CSI implementation

On-the-job' facilitation projects

3. Spare Parts

Field distributors

Implementation of Norms

4. Organizational Engagement

Induction for all new joinees

Regular interventions for each employee

Creation of a training path with integration with the employees role

Experiential Training

Identification with the organization brand and culture


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Wagons Learning's solutions for the auto and ancillary industry include :

Wagons service the following segments within

the auto industry :

Profiling for Sales and Service Personnel

Product Training

Post Training Facilitation

Sales Management Processes

Customer Service Skills

Customized Solutions for the Dealer Owners - Business Enterprise Management

CD based and Web based solutions to reinforce the classroom sessions

Process Improvement through Benchmarking

Vision and Strategy Deployment

2 wheelers

Passenger car vehicles

3 wheelers

Tractor Industry

Tyre Industry

Auto ancillaries

Commercial Vehicles

Construction equipments

Lubricants

Oil & Gas

Auto Finance & insurance

A) Knowledge Based Programs :

1. Product Trainings

2. Process Trainings

3. Functional Trainings4. Company Induction

5. Domain Training

6. System Training

B) Skill Based Programs

Customer Service

Selling Skills

Presentation Skills

Communication Skills

Interviewing Skills

Public Speaking

Telephone EtiquettesBusiness Etiquettes

Time Management

Negotiation Skills

Key Account Management

Channel Management

Supervisory Skills

Business English & Business Writing skills

Business Communication

Performance Management

Analytical Thinking

Creative Thinking

Strategic Business PlanningTrain the Trainer

Problem Solving

Decision Making

Coaching & Mentoring

KNOWLEDGE, SKILL & ATTITUDE

IDEA

EDUCATION

LEARN


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C) Behavioral / Attitudinal Based Programs

Leadership Effectiveness

Personal Effectiveness

Managerial Effectiveness

Team Effectiveness

Stress Management

Work Life Balance

Women Empowerment

Change ManagementPersonality Development

Supervisory skills

Outbound Training

The success of outbound training can be attributed to the fact that it uses adult learning principles. Outbound training companies focus on And

ragogy (adult learning) which emphasizes the value of the process of learning. It uses approaches to learning that are interactive, problem-based and

collaborative rather than moralistic. It also accentuates more equivalence between the trainer and the participants.

Burma Bridge

Flying Fox

Mowgli Walk

Beam Balancing

Rope Balancing

River Crossing

Rock Climbing

Rappelling

Nature Treks

Bird Watching

Commando Crawling & more…

Dealership Audits :

Wagons is the leading dealership audit provider for the automotive sector.

We deliver monthly quarterly & annual audits.

We provide several different dealership audit services :

Dealership compliance audits

Facility Standards Audits

Car showroom Audits

New Dealership applicants

Service centre applicants

Demonstrator Audits

Mystery shopping

Assessment Centre and Development Centre (ACDC)

AC is an integrated standardized process in which a series of exercises are used to assess people on pre-defined parameters. These pre-defined

parameters define job success in a given organizational context. Most of the exercises are simulation of job activities/work challenges that the

candidate is expected to perform in the next level role/job.An Assessment Centre is best used as a process to discover talent, select new employees or identify promotion-ready candidates amongst

current employees.

ADevelopment Centre looks to transform your talent, identifying potential and establishing individual objectives relating to

development needs.

Assessment centre criteria :

Job Analysis

Predefined competencies

Behavioral classification

Assessment techniques

Simulations

Observations

Observers

Recording Behavior

Reports

Data Integration


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Technology based learning solutions

MOBILE LEARNING

Using tablet devices during the sales process improves the customer

experience. WAGONS creates fully branded, highly engaging mobile tools for use

with customers, helping them get to know your products better than ever before.

We can design support tools, vehicle presentation apps and event apps to work as

just-in-time performance support to enhance the overall customer experience

across your global dealerships.

SIMULATIONS

WAGONS can create sophisticated simulations to give your technical staff

the in-depth knowledge they need of system interactions and faults. Hard-to-

demonstrate concepts are simplified with 3D models, animations and augmented

reality for the most comprehensive technical training. We are also able to create

complex business simulations to give your managers and sales staff a feel for

running a dealership and provide practice and repetition of new skills in a risk-free

environment.

E-LEARNING

Multi-device e-learning is a fantastic way to deliver large volumes of

content quickly and cost-effectively. It's a speedy way to deliver learning about

everything from the technical aspects of your vehicles to customer service training

and brand awareness. WAGONS's innovative approach to automotive e-learning

means we can create courses for tablets, smartphones and PCs, making the most of

new and existing technologies for the maximum impact.

Technology is changing all the time in both the automotive and learning technologies industries. While you focus on making your

vehicles the best they can be, Wagons will take care of getting the learning right. Whether this is product knowledge training, induction

training for new dealership employees or complex technical training our dedicated automotive team will be able to help you drive learning

transformation for real business results.

Wagons works with all areas of the automotive sector to improve technical understanding, customer service and leadership skills. We

have the breadth and depth of knowledge to identify the right learning approach and technology based on your organisation's unique

requirements for automotive training. We will work closely with your L&D team to craft a learning architecture which will boost learner

engagement, which will ultimately result in an improved customer experience.


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2. Existing Dealership - New Sales Executive/Manager Induction

Training Program

Basic auto knowledge & Auto aggregate knowledge

Product knowledge & Technical comparison

Product sales pitch : importance & usefulness of each product attribute relevant to the

pitch and Categories of customers Counter competition pitch

Objection handling techniques

Sales talk (delivery), soft skills ( body language/etiquettes), selling skills, tele - skills etc

Standard vehicle demonstration talk

EMI calculation

Finance documentation and Leveraging NBFC, Banks & Rural Banks

Enquiry generation (ways)

Promotional activities – how to do. Do's n don'ts in promotional activity

Application based sales pitch and approach

Operating economics and sensitivity analysis

Understanding customer needs, Right customer finding, market segmentation,

application, class of customer, buying power, decision makers…etc.

Penetration Tips : - Developing Relationship with opinion makers, influencers,

agents & rural etc.

RTO registration process and documentation

Interpersonal skills, self belief , professionalism

Sales process Training & implementation

Case closing techniques to improve conversion factor

Sales Kit and its importance

Leadership skills , Managing people

Target orientation , team building , negotiation skills

Customer engagement & delight

Reporting & tracking

Delivery process and importance, showroom sales

Influencing people , becoming successful and career guidance

Knowledge Sharing - experience and learning to enhance sales

CORPORATE TRAINING

SALES TRAINING PROGRAMS

1. New Dealership formation & Induction Program

Monitoring the dealer infrastructure work in progress

Completing the setup as per Company/OEM requirements

Forming the Manpower/team for each department like Sales, Counter sales, Reception,

HR, Accounts, Technicians, Service advisors, Spare part managers, Works Managers,

AGM, GM & other office staff.

Hierarchy/organization structure formation

Induction training on product, process, people development for Sales & Service team

Sales improvement techniques & generating profit

Customer Service, spare part sales & revenue generation

Implementation of systems & process

CRM DMS training & implementation

Supporting & managing inauguration of dealers

Monthly training & evaluation for improvementHand holding all the departments for effective implementation for a span of one year


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3. DEALER SALES MANAGER PROGRAM

Leadership skills, Managing people

Effective implementation of OEM systems & process and monitoring

knowledge Sharing - experience and learning to lead

Reporting & tracking

Influencing people , becoming successful

Effective Presentation Skills

Sales & dealership profitability

Stock ageing & model wise focus

4. Auto Finance- Sales Manager/Executive Program

Loan Concept, Need & Scope for Auto financing.

Vehicle – Product lines, Categories, Demand & analysis.

Competitor market study

Approved Borrower's Profile

Credit approval process & role of credit bureau

Interest rates, NPV & IRR concepts.

Balance sheet analysis & general norms for funding

Used Vehicles Understanding

Equated Monthly Installments : Basics & in detail study

Disbursement process & documentation

Cross sell penetration & tips

Sales strategy – through various events, bank branches, open market channels

Auto Dealer relationship management for lead generation

Customer reference lead generation

Positive Attitude Conditioning, Context Reframing, Stimulus & Response, Kinesiology

Concept, Opinion, Belief & Conviction, Life Lead: Class, Credibility & Mega Credibility,

Traits of Good sales Person, Sales Call Preparation Pre call prep. & Post Sales Analysis,

Handshakes & Types, Time Mgt.- Fundamental Steps in managing time, Territory Planning,

Pareto Principle, corporate etiquettes, sales call preparation

Stress management, Negotiation Skills

How to become successful sales person

How to influence people

Meeting skills, Listening skills & Questioning skills

CORPORATE TRAINING


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SERVICE TRAINING PROGRAMS

1. Advanced technique of vehicle repair

(for Technicians & Works Managers)

Function

Working principles

Identification of parts

Aggregate dismantling and assembly

Minor and major repair adjustments of all aggregates

Maintenance of aggregates

Minor and major repair on compressed natural gas (CNG )

Vehicle repair as per repair time schedule

Complaint diagnosing and action plan

Measurement technique of precision instruments

Electrical & Electronics functions, complaint diagnosing & Repair

Air condition function, working principles and repair

2. Multi Skilled Assembler (for manufacturing plant assembly team)

Function

Working principlesIdentification of parts

Measurement of precision instrument

Minor and major adjustments of all aggregates

Maintenance

CORPORATE TRAINING


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3. Effective communication skill for CSI improvement

(for dealer service team)

Team work

Interpersonal skill

Corporate etiquette

Stress management

Time management

Objection handling

Effective complaint handling

Effective meeting skills

Employee motivation

Presentation skills

Conflict management

4. Launching of New dealer service centre/workshops

1. Make available Trained man power –mechanics , service advisors ,assistant workshop managers

and workshop managers

2. Infrastructure of workshop – Errection of service centre with minimum cost

i. washing pit

ii. No of working bay's, by the study of vehicle population of area

iii. Special tool room & warranty room

iv. Lubrication store

v. Spare parts ware house ,counter sales

vi. Aggregate over haul / Engine over haul

3. Systems process & Documentation of work shop

I. Reception

II. Job card opening

III. Spare part challan

IV. Lubricant challan

V. Closing of job card

VI. Billing / invoice

VII. Effective implementation of data base management system

4. Training manpower for petrol, CNG and diesel operating vehicles \

i. Running repair

ii. Minor repair

iii. Major repair

iv. Aggregate over haul

v. Engine over hauling

vi. Vehicle testing after repair

vii. Accident repair , paint shop

viii. Annual maintenance contract

ix. Importance of float units to minimize the down time

5. Vehicle PDI: Better Advance Technique of repair to minimize warranty cost

6. Training and implementation of 5S & Kaizen process

7. Arranging service Campaigns at various locations for sales & service promotions

i. Service marketing techniques to improve in flow of vehiclesii. Onsite service facility

iii. Mobile service van

CORPORATE TRAINING


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Mr. Neeraj Kumar (B.E) :

Head - Behavioral Training

(Ex Asia Pacific Coach –

3M India Limited)

Trained & Certified Six Sigma Black Belt

from USA & a former Lean Six SigmaCoach for Asia Pacific Region for 3M

handling training & implementation of

Lean Six Sigma in DMAIC & DFSS

methodologies. One year of training in

QFD (Quality Function Deployment) by

Dr. John Tereninko, one of the pioneers

of this methodology in the world.

Certified Master Practitioner of NLP

from the National Federation of Neuro-

Linguistic Psychology USA, and a

Certified Trainer from Silva Mind

Control.

TEAM

Kalyan Sen :

Head - Learning & Development

(Ex VP – Head Training ING Vysya)

Michael Rodrigues : Head -

Content & Delivery

(Ex Vice President – Training -

Kotak Mahindra Bank)

Mr. K. Vasant Pai (B.E) :

Head Training – Automotive

Technical

Ex Head Training – Service

Training Centre – Tata Motors

An Engineer with over 35 years of

experience in the auto industry, Mr. Pai

has served the likes of BEML & TATA

MOTORS at various functions like

service, R & D & Technical training. Hehas headed the team of Tata Motors

Service Training Centre (STC) for more

than a decade. Mr. Pai has not only

trained people across India but in

various other countries too. He holds

the distinction of training thousands of

candidates for effective repair &

maintenance.

Kunal Chakrabarti -

Head – Skill Training

Ex Vice President - Aegon

Religare

An IIM MBA graduate with vast

experience in training, business

development, marketing & branding.

He worked in various companies like

Aviva, Aegon, Standard Chartered,

Eureka Forbes & Tata Printing in

different portfolios aimed to expand

distribution, acquisition of new

distribution partners, acquire Banks,

Brokers and large Corporate Agents.

He is a skill training expert one who

help individuals discover their unique

and innate potential in order to

empower their career towards success.

Michael has over 20 years of work experience in Sales,

Leadership, L&D and Service Quality. He has a passionate

belief that people are key to success in any organisation.

Academically he is a BA graduate with Post Graduation

Diplomas in Marketing and Human Resource. He is also a

Certified PRISM (Brain Mapping) Practitioner & Belbin Team

Roles Accredited. His last corporate role was with Kotak

Mahindra Bank, where he joined them as Head Training –

Retail Asset and after a stint of 6 yrs he left the organization

as Vice President – L & D. During that period he was also Head

- Service Quality for a year managing Customer Service,Training & Quality for Customer Contact Center of Kotak

Mahindra Bank.

Kalyan Sen has over 20 years of experience in training and

organisational development working with people of alllevels in varied organisations from front line to the top

management. With India as his base Kalyan has extensive

multicultural experience. Originally from Eureka Forbes

Sales background and grounding in quality and Sales &

Marketing, leading performance enhancement programmes

that have used challenge courses and experiential learning

as the backbone for supporting the business required change

through training and development.

Chandrasekar Pandyan :

Head - Knowledge Mgt & Assessment

(Ex Director – Global Learning

Intel Corporation)

He is a Management Consultant – KM, Innovation & Biz

Evangelist, who led the Enterprise Innovation & Knowledge

Management Strategic Programs for Fidelity, Intel & Virtusa

Corporation across US and India. His role span cuts across

Technology Services, Business Services, Business Analytics &

Research influencing the Learning Organization promoting

the Competency - Talent - Knowledge - Innovation

Continuum. He had successfully championed `Balanced

Scorecard' - BSC based Strategic Corporate Change

Management Initiatives involving Systems, Processes and

Infrastructure to roll out Knowledge Creation, Capture,

Organization, Access, Reuse and Ideation Programs.


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AUTOMOTIVE CONSULTING

CONSULTING SERVICES

Analytics

Business Turnkey

Business Process Management

Change Management

Customer Relationship Management

Channel Building & management

Finance and Performance Management

International Development

Manufacturing

Mergers, Acquisitions and Alliances

Mobility Services

Operations

Process and Innovation Performance

Risk Management

Smart Grid

StrategySupply Chain Management

Sustainability

Talent and Organization Performance

Wagons Automotive sales & service Practice serves clients around the world with engagements spanning

almost every major vehicle system, assembly, channel partners and component group. Industry areas served

include automobiles, cars, bikes, construction equipment, trucks and buses, automotive distribution and retail,

automotive suppliers, machinery, mechanical and electrical components, plant construction, and other related

businesses. We’ve worked with major automobile and commercial-vehicle manufacturer, and companies focused

on downstream sales and distribution.

Our people combine hands-on experience in automotive, engineering, and related disciplines, Financial

services & Banking with broad training in business management. We have deep functional expertise in nearly every

aspect of the value chain—product development, manufacturing, purchasing, and supply, as well as branding,

distribution, and retailing.

Wagons Management Consulting helps both auto & finance businesses achieve high performance. Drawing

on our groundbreaking research and hands-on experience with high-performance businesses, Wagons delivers

insights and puts them into action. Wagons does turnkey services to make the business start its first step.

Delivering this kind of value requires a broad range of talent and capabilities – across human capital, strategy

& operations and technology – and importantly, aligned to the unique needs of specific sector, business and

organization.

Our clients look to us for the ability to implement the ideas we present. They expect excellent performance

that draws upon our breadth of industry and service experience. Simply put, we provide our clients with world-class

insights that generate tangible and measurable impact.


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PERFECT

DECISIONWITH

HEALTHYBUSINESS

OUR EXPERTISE

Automotive OEMs (Original Equipment Manufacturers)

We work with OEMs across all sectors of the automotive industry, from passenger-car and light-truck

manufacturers, to heavy-truck manufacturers, to agricultural and construction equipment companies. Our

consulting staff consists of individuals who combine professional experience in automotive, engineering, and

related disciplines with broad training in business management. Our work with OEMs covers strategy,

organization, M&A, brand management, product launch and project management, lean manufacturing and

production, supplier management, and value-chain cost reduction.

Automotive Suppliers

We work with companies across the automotive supply chain—mechanical-, electrical-, and electronic-parts and

components suppliers, materials suppliers, and equipment suppliers. Our service to these clients includes corporate

and business unit strategy, technology strategies, new business opportunities, mergers & acquisitions, cost

reduction, and supply-chain management.

Machinery Industry

We have a strong track record serving assembly specialists and tool manufacturers, by leveraging the professionalexperience of our consultants in automotive and engineering disciplines to help build institutional skills, create

growth strategies, and identify and implement cost reductions. As in all Wagons work, our goal is to help clients

make positive, lasting, substantial improvements in their performance.


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WAGONS LEARNING PVT. LTD.

Corporate Office : A8, 4th Floor, Srushti Apts, Opp. Corporation Bank, Baner, Pune - 411 007.

E-mail : [email protected]

W b it g n l rning m

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Automotive Corporate Training Modules (Sales & Service)