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

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

    • 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.
    • What is the Magic Bullet?
      All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
    • 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
    • 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
    • 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
    • The Hierarchy
      Showroom
      Internet Department / BDC
      All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
    • The Internet Department / BDC is…
      All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
    • What it Should Be…
      All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
    • 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
    • Pay Plans
      All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
    • 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.”
      • “Employee-at-will.”
      All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
    • 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
    • OLD
      SCHOOL
    • 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
    • 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
    • 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
    • 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
    • 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
    • Where
      is the Classified Section?
      All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
    • Hire Women
      85%
      65%
      7%
      All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
    • 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
    • Take it to the Streets
      All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
    • 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
    • Listen
      All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
    • 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
    • 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
    • The Importance of Interview Questions
    • 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
    • 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
    • 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
    • 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
    • All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
    • 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
    • Orientation
      All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
    • 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
    • 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
    • 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
    • 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
    • Training
      All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
    • 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
    • Who Performs the Training?
      All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
    • Tasks
      Fun
      Make It…
      Engaging
      Educational
      All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
    • 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
    • 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
    • Attending Conferences
      All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
    • 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
    • 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
    • Employee Retention
      All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
    • You Must Measure
      You Must Support
      All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com
    • Ask Yourself
      • Are the skills we trained being reinforced weekly on the job?
      • Are we meeting expectations of the employees and customers?
      • Am I providing the necessary tools and ongoing trainings for them to be successful?
      • Is the technology we use enhancing my staff’s ability to produce?
      • What is a quality “reward” for each person?
      • 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
    • 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.