"Selection, Hiring, Orientation And Training For The Internet Department" -  Dealer Knows Consulting
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"Selection, Hiring, Orientation And Training For The Internet Department" - Dealer Knows Consulting

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Joe Webb's presentation Selection, Hiring, Orientation and Training for the Internet Department from the 7th Digital Dealer Conference in Nashville. Joe Webb is the President of DealerKnows ...

Joe Webb's presentation Selection, Hiring, Orientation and Training for the Internet Department from the 7th Digital Dealer Conference in Nashville. Joe Webb is the President of DealerKnows Consulting and would like to thank everyone in attendance at his jam-packed event for their participation. I appreciate the great response and wish you success if your hiring endeavors.

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"Selection, Hiring, Orientation And Training For The Internet Department" - Dealer Knows Consulting Presentation Transcript

  • 1. Selection
    Hiring
    Orientation
    Training
    By Joe WebbDealerKnows Consulting
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com – for 7th Digital Dealer Conf.
  • 2. What is the Magic Bullet?
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 3. My Jobs
    Address Painter
    Grocery bagger
    Video Store Clerk
    Printer
    Cutlery Salesperson
    Factory Worker
    Bartender
    Bouncer
    Event Manager
    Project Manager
    Marketing Manager
    Sales Manager
    Car Sales Associate
    Internet Sales Person
    Internet Sales Coordinator
    Internet Sales Manager
    Back-up Finance Manager
    Sales Manager
    Business Development Sales Manager
    Internet Director
    Head Custodian
    Consultant
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 4. My Employees
    Internet Sales Managers
    eCommerce Director
    Sales Manager
    Customer Relations Managers
    IT Director
    Finance Director
    Police Officer
    General Manager
    In Rehab
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 5. Who Should Run the Internet Dept./BDC?
    Top Dollar
    Fair Market Value
    Rough Book
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 6. The Hierarchy
    Showroom
    Internet Department / BDC
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 7. The Internet Department / BDC is…
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 8. What it Should Be…
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 9. Pay Plans
    Internet Director / BDSM
    Internet Sales Rep
    Internet Sales Manager
    ISC / BDC Rep
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 10. Pay Plans
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 11. Job Descriptions
    Job Title
    Salary Range
    Purpose of Position
    Job Description / List of Duties
    Hierarchy
    Ideal Candidate / Skills Needed
    Work Location and Hours
    • “…and other duties assigned.”
    • 12. “Employee-at-will.”
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 13. Do they need car sales experience?
    BDC / CCR?
    Internet Director / BDSM?
    Internet Sales Manager?
    Internet Sales Consultant?
    No
    No
    No
    No
    Not with the right training in place, resources available, and team leader.
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 14. OLD
    SCHOOL
  • 15. Photo Says…
    “It doesn’t matter what you know, but what you are willing to learn.”
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 16. Basic Qualities
    Internet Director
    Motivate
    Lead
    Measure
    Willing to perform all ISM duties
    ISM / BDC
    Work Ethic
    Team Player
    Product Knowledge
    Strong Grammatical Skills
    Naturally strong communicators
    Tech-savvy
    One Focus
    “If I were this customer, what would I want?”
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 17. A Good Salesperson is ‘Me’ focused
    A Good Internet Person is ‘Us’ Focused
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 18. 3-Step Selection Process
    Recruit
    Review All Applications
    Conduct a Phone Screening
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 19. Where to Find Talent
    Look Internally / Promote from Within
    Staff Referrals
    Universities / Recent Graduates
    Job Fairs
    Vendor Referrals
    Internet Marketing
    Customer Marketing
    Local Competition
    Recruiters
    Retail / Hospitality / Electronic Stores
    Military
    Never Bring Someone Back from the Past
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 20. Where
    is the Classified Section?
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 21. Hire Women
    85%
    65%
    7%
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 22. Reviewing Applications
    Appropriate
    Background?
    Necessary Skills?
    Recommended?
    Weed out unqualified and overpriced.
    Don’t try to mold a candidate.
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 23. Take it to the Streets
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 24. Phone Screening
    Brief Explanation of Job
    Clarify Work Experience
    Confirm Work History & Salary Details
    Uncover Specifics of Any Shorts or Gaps
    Mention Background Check and Drug Test
    Detail Interview Process
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 25. Listen
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 26. My First Interview
    HA!
    “This isn’t Fairy Tale Land. This isn’t the minor leagues. We are pros. We play hard ball.”
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 27. 5 Step Interview Process
    Who Interviews?
    2 Managers1 Internet Dept. Mgr.
    (possible Salesperson)
    General Manager
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 28. The Importance of Interview Questions
  • 29. Their Interests: “Blah” has always intrigued me. How did you get into that?
    Why did you leave your last job? (or consider relocating?)
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 30. Traditional Interview Questions
    Hypothetical Situations
    If you were hiring someone for this job, what qualities would you look for?
    Tell me about a time you’ve made a suggestion, how it was received, and how it affected the company?
    Self-Evaluations
    What do you want to achieve in your next position?
    What do you feel is your worst trait regarding work and how do you intend on changing?
    Creative, Relate to Past Experience,
    Thoughtful and Complete Answer
  • 31. Drill Down
    Who helped you? When did you finish?
    What would you change if you had to do it again?
    How did this accomplishment benefit the company?
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 32. Photo Says…
    “Too many people confuse activity with accomplishment. Make sure they achieved results.”
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 33. All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 34. Interview Questions?
    Closed-ended = Credential Verifications
    “How long were you at…”“Are you certified with…”
    Open-ended = Discovery questions
    “What did you like about your last position?”
    Behavioral / Situational
    “Tell me about a time you…and how…”
    Opinion“What do you believe will be the hardest thing about this opportunity?”
    Tasks
    Mystery Shop or Sell me a Pen
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 35. Orientation
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 36. The Process
    Written, Detailed, Documented Program-covers philosophies, personnel, policies
    One Communicator from each Dept.-management, sales, service, parts, mktg
    Vendor Rep provides system’s training
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 37. The Current Process
    Watch these videos
    Fill out all benefit forms
    No business cards
    Can’t put you in the system yet
    Boss is out of town
    Where do I sit?
    Let me introduce you to everyone
    Read all brochures
    Take a lunch
    Assign the wrong mentor / negative influence
    Shadow = Slave
    Bad Orientation Causes Buyer’s Remorse and Increases Turnover
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 38. Explain to them…
    “Language”
    Importance of Paperwork
    Only Two Top Managers or One Team
    Their Role and their Future
    Questions are Important
    Negative impressions lead to mistrust. You put them through a process to join your team. Don’t drop the ball now.
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 39. Celebrate
    Orientation Always Takes Place the Second Week of Every Month
    Make the 1st days very memorable
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 40. Training
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 41. For New Hires
    Orientation
    Training
    Weekly Product Knowledge and Sales Training
    After Initial Program
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 42. Who Performs the Training?
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 43. Tasks
    Fun
    Make It…
    Engaging
    Educational
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 44. Photo Says…
    “If a new hire can’t do all the things an internet shopper does, well, then that dog ain’tgonna hunt.”
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 45. Before Training Ends
    To
    Training ModulesOnline Resources
    OEM / Vendor Trainings
    Seal of Approval
    And Work BeginsorAnother week of training required
    Mystery
    Shop
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 46. Attending Conferences
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 47. Final Day of Training
    Shoot a
    Video Walk-Around
    Is there anything you did at your previous dealership that would be helpful to us?
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 48. Three Things That Develop People
    Don’t just make it a great place to start… make it a great place to stay.
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 49. Employee Retention
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 50. You Must Measure
    You Must Support
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 51. Ask Yourself
    • Are the skills we trained being reinforced weekly on the job?
    • 52. Are we meeting expectations of the employees and customers?
    • 53. Am I providing the necessary tools and ongoing trainings for them to be successful?
    • 54. Is the technology we use enhancing my staff’s ability to produce?
    • 55. What is a quality “reward” for each person?
    • 56. Do all of the dealer’s policies support the end goal of each employee?
    Now Ask Them
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
  • 57. Selection, Hiring, Orientation and Training
    Joe Webb
    DealerKnows Consulting
    joe@dealerknows.com
    DealerKnows.com
    847.456.5130
    All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com - for 7th Digital Dealer Conf.