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Selection<br />Hiring<br />Orientation<br />Training<br />By Joe WebbDealerKnows Consulting<br />All information created a...
What is the Magic Bullet?<br />All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKno...
My Jobs<br />Address Painter<br />Grocery bagger<br />Video Store Clerk<br />Printer<br />Cutlery Salesperson<br />Factory...
My Employees<br />Internet Sales Managers<br />eCommerce Director<br />Sales Manager<br />Customer Relations Managers<br /...
Who Should Run the Internet Dept./BDC?<br />Top Dollar<br />Fair Market Value<br />Rough Book<br />All information created...
The Hierarchy<br />Showroom<br />Internet Department / BDC<br />All information created and presented by Joe Webb of Deale...
The Internet Department / BDC is…<br />All information created and presented by Joe Webb of DealerKnows Consulting – www.D...
What it Should Be…<br />All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com<...
Pay Plans<br />Internet Director / BDSM<br />Internet Sales Rep<br />Internet Sales Manager<br />ISC / BDC Rep<br />All in...
Pay Plans<br />All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com<br />
Job Descriptions<br />Job Title<br />Salary Range<br />Purpose of Position<br />Job Description / List of Duties<br />Hier...
  “Employee-at-will.”</li></ul>All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKno...
Do they need car sales experience?<br />BDC / CCR?<br />Internet Director / BDSM?<br />Internet Sales Manager?<br />Intern...
OLD<br />SCHOOL<br />
Photo Says…<br />“It doesn’t matter what you know, but what you are willing to learn.”<br />All information created and pr...
Basic Qualities<br />Internet Director<br />Motivate<br />Lead<br />Measure<br />Willing to perform all ISM duties<br />IS...
A Good Salesperson is ‘Me’ focused<br />A Good Internet Person is ‘Us’ Focused<br />All information created and presented ...
3-Step Selection Process<br />Recruit<br />Review All Applications<br />Conduct a Phone Screening<br />All information cre...
Where to Find Talent<br />Look Internally / Promote from Within<br />Staff Referrals<br />Universities / Recent Graduates<...
Where <br />is the Classified Section?<br />All information created and presented by Joe Webb of DealerKnows Consulting – ...
Hire Women<br />85%<br />65%<br />7%<br />All information created and presented by Joe Webb of DealerKnows Consulting – ww...
Reviewing Applications<br />Appropriate<br />Background?<br />Necessary Skills?<br />Recommended?<br />Weed out unqualifie...
Take it to the Streets<br />All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows....
Phone Screening<br />Brief Explanation of Job<br />Clarify Work Experience<br />Confirm Work History & Salary Details<br /...
Listen<br />All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com<br />
My First Interview<br />HA!<br />“This isn’t Fairy Tale Land.  This isn’t the minor leagues.  We are pros.  We play hard b...
5 Step Interview Process<br />Who Interviews?<br />2 Managers1 Internet Dept. Mgr.<br />(possible Salesperson)<br />Genera...
The Importance of Interview Questions<br />
Their Interests:  “Blah” has always intrigued me.  How did you get into that?<br />Why did you leave your last job?  (or c...
Traditional Interview Questions<br />Hypothetical Situations<br />If you were hiring someone for this job, what qualities ...
Drill Down<br />Who helped you?  When did you finish?<br />What would you change if you had to do it again?<br />How did t...
Photo Says…<br />“Too many people confuse activity with accomplishment.  Make sure they achieved results.”<br />All inform...
All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com<br />
Interview Questions?<br />Closed-ended = Credential Verifications<br />“How long were you at…”“Are you certified with…”<br...
Orientation<br />All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com<br />
The Process<br />Written, Detailed, Documented Program-covers philosophies, personnel, policies<br />One Communicator from...
The Current Process<br />Watch these videos<br />Fill out all benefit forms<br />No business cards<br />Can’t put you in t...
Explain to them…<br />“Language”<br />Importance of Paperwork<br />Only Two Top Managers or One Team<br />Their Role and t...
Celebrate<br />Orientation Always Takes Place the Second Week of Every Month<br />Make the 1st days very memorable<br />Al...
Training<br />All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com<br />
For New Hires<br />Orientation<br />Training<br />Weekly Product Knowledge and Sales Training <br />After Initial Program<...
Who Performs the Training?<br />All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKn...
Tasks<br />Fun<br />Make It…<br />Engaging<br />Educational<br />All information created and presented by Joe Webb of Deal...
Photo Says…<br />“If a new hire can’t do all the things an internet shopper does, well, then that dog ain’tgonna hunt.”<br...
Before Training Ends<br />To<br />Training ModulesOnline Resources<br />OEM / Vendor Trainings<br />Seal of Approval<br />...
Attending Conferences<br />All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.c...
Final Day of Training<br />Shoot a <br />Video Walk-Around<br />Is there anything you did at your previous dealership that...
Three Things That Develop People<br />Don’t just make it a great place to start… make it a great place to stay.<br />All i...
Employee Retention<br />All information created and presented by Joe Webb of DealerKnows Consulting – www.DealerKnows.com<...
You Must Measure<br />You Must Support<br />All information created and presented by Joe Webb of DealerKnows Consulting – ...
Ask Yourself<br /><ul><li>Are the skills we trained being reinforced weekly on the job?
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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 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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Transcript of ""Selection, Hiring, Orientation And Training For The Internet Department" - Dealer Knows Consulting"

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