It’s About People
                   Taking you and your team to the next level
                                         I...
In 2009, after a poor customer experience:
    86% of people told family, friends or co-workers
               20% posted ...
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Automotive Training Services

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Our focus is helping your
automotive dealership improve your customers’
experiences.
We can help you implement the most
efficient processes so your teams can
lock in repeatable behavior and deliver
consistent, excellent results.

Published in: Automotive, Education, Business
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Automotive Training Services

  1. 1. It’s About People Taking you and your team to the next level It’s Your Call Making Good We help executives, I BDC Team/Call Center Teams Great managers, teams Training Programs I Team Building Programs and call center Rather than digital options like forums, Let IPS help your team become more email or IM, 85% of customers in the personnel refine U.S. still prefer to call a company to adaptable, efficient and ultimately, more effective. their communication make an inquiry or resolve issues with a product or service.* • Determine the expected outcome and management At your dealerships, from your • Examine what the team is doing well skills to achieve their customers’ first point of contact (your • Lock in behavior that gets results goals and get results. receptionist) to your BDC team to your sales and customer service agents, are • Identify and adjust behavior that is you satisfied with how your employees hampering the team’s success handle these calls? • Create a positive working The Bottom Line At IPS, our focus is helping your environment Starts at the Top dealership improve your customers’ experiences. I Management Training Seminars We can tailor our training sessions to We can help you implement the most efficient processes so your teams can lock in repeatable behavior and deliver “ Glenn has been instrumental in my professional transform- ation from a task/sales focused salesperson to a forward meet your specific needs. consistent, excellent results. thinking executive of a major Sample seminars: • Recruit and hire the best candidates television corporation. …My • 7 Qualities of Effective Leadership • Provide orientation for new sales team is now stronger, • Coaching Skills for Improved employees more focused, and they’re Results better negotiators who are • Offer on-the-job training for front- • How to Get Results Without the Stress • Effective Communication line employees and supervisors • Monitor the quality of your calls and give accurate feedback to your agents closing record-breaking sales. Latin America, BBC Worldwide America ” Helen Jurado, Vice President, TV Sales— *Accenture’s 2009 customer satisfaction report IMPROVED PERFORMANCE SOLUTIONS Contact us for a FREE consultation 732-261-5472 • coaching@ipsforyou.com www.ipsforyou.com
  2. 2. In 2009, after a poor customer experience: 86% of people told family, friends or co-workers 20% posted negative comments about the experience online 15% of people stopped doing business with the company 64% of people switched to competitors * Accenture’s 2009 customer satisfaction report Power to the People Customers expect sales Be Prepared To Get Results and customer service IPS works closely with managers and front-line employees. representatives to be knowledgeable and Contact us for a FREE consultation if: efficient and they will Your mangers need help getting organized, articulating take their business business objectives clearly, motivating their staff and elsewhere if they’re not holding their employees accountable. treated well. Sales teams need help meeting (and exceeding) expectations, getting to know their products inside [Glenn’s] coaching “ reached out across many call center managers, and out, working together towards the same goal and reacting to positive (and negative) feedback. those who relied on [his] Your BDC and Call Center Systems are not“supporting” insight and knowledge to manage their day-to-day your employees’efforts but instead are bogging them down. operations. Mary Curcio ” Vice President, Bank of America Let IPS help you identify and resolve any performance issues that may be sabotaging your efforts so you get great results. Meet Glenn Glenn Pasch founded Improved Performance Solutions because he deeply understands the day- to-day issues that affect an organization’s performance. He has more than 16 years of experience in the direct marketing industry, including many executive positions at the #1 outbound teleservice firm in the United States. Glenn is a member of the American Society for Training and Development, the International Coach Federation, the ATA and SOCAP International. IMPROVED PERFORMANCE SOLUTIONS Contact us for a FREE consultation 732-261-5472 • coaching@ipsforyou.com www.ipsforyou.com

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