Aligning Training with Customer Expectations with Jim Farkas | 2024 NADA Show

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Paul J Daly and Kyle Mountsier sit down with Jim Farkas, General Manager of Germain Honda of Ann Arbor, to discuss the evolving landscape of automotive sales training and customer service. Jim highlights the challenges of training staff in a dealership environment where traditional methods no longer suffice. He stresses the importance of integrating various tools and creating a cohesive training process that aligns with the modern consumer's expectations. Jim shares insights on implementing a one-price store model and the shift from traditional sales roles to client advisors and trainers. The conversation also touches on the necessity of adapting to online sales processes and ensuring a seamless transition for customers from online to in-store experiences.

0:07 - Intro

0:46 - Challenges in Training and Educating Teams

1:20 - Evolving Training Approaches in Dealerships

2:33 - Implementing Modern Sales Processes

3:26 - The One-Price Store Model at Germain Honda

4:23 - Training for Compliance and Customer Data Protection

5:13 - Integrating Technology and Training for a Seamless Customer Journey

6:21 - Future Challenges: Completing Online Sales Processes

7:37 - Closing Remarks and Future Plans for Germain Honda

Jim Farkas is the General Manager of Germain Honda of Ann Arbor

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