There is a need for more efficient training in auto dealerships due to high turnover rates and changing business needs. Several case studies show how companies like AutoNation, Toyota, and Volvo have successfully implemented eLearning programs to provide standardized, scalable training across their large, distributed workforces. An effective eLearning program requires determining training needs, developing a clear business case showing cost savings, selecting an appropriate learning management system, and measuring performance improvements.

1. June 28, 2005. Call in at 12:55 p.m. Eastern Time Mark Dixon Bünger Claire Schooley Principal Analyst Senior Analyst Forrester Research ForrTel: eLearning For Auto Retail Success

2. Theme Fast, efficient learning is good for business

9. Tools for learning Very scalable Not scalable Very scalable Scalable Not scalable Scalability Continual content updates Additional wages High upfront cost of applications, infrastructure, content Expensive to develop; can’t update easily Materials, duplication, travel, instructor, per diem, location costs Costs Self-reporting Database LMS, LCMS, authoring tools, learning objects, competency mgmt. skill gaps, analytics Checklist Database Database, LMS Tracking PDA Review material just-in-time On-the-job learning Shadow and work with others Self-paced eLearning; simulations Work independently; interact with online content Videos Watch in viewing room Books , Classroom manuals, instruction workbooks Read on own Attend class, discussions Material

10. Three delivery methods in a blended environment Instructor-led training Virtual classroom Self-paced training

12. Basic LMS Functionality From: Managing Learning: An Essential Component To Business Success, September 2004

13. Common components of an eLearning integrated suite From: Managing Learning: An Essential Component To Business Success, September 2004

14. Learning… Where it comes from and where it’s going Classroom On-the-job Computer-based training Integrated learning and work Point A Point B Point C

15. AutoNation (Case study)

19. Volvo Construction Equipment (Case Study)

21. Original model of sales training Front-line sales staff VCE product specialists VCE district manager VCF finance specialists Regional and dealer product specialists Dealer sales manager Dealer finance specialists Training on all products, processes, and support Train the trainer Etc.

23. eLearning structure: Dealership personnel Front-line sales staff VCE product specialists VCE district manager VCF finance specialists Regional and dealer product specialists Dealer sales manager Dealer finance specialists Etc. QuickTrack basics

24. Market share growth percentage Market share growth percentage (YR 2003 vs. YR 2002) Branch salespeople split into three categories — no training, Web training, and Web and hands-on training 101 110 131 Not trained Web only Web and hands-on

25. Toyota (Case study)

26. Case study: Toyota Dealer Simulations 4. Action plan 2. “Discovery Session” 3. Feedback 1. Dealer simulation

34. Developing a succinct business case (cont.) We are implementing an eLearning training program to increase effectiveness of sales staff training , as measured by increased sales performance , which is worth $900,000 .

38. Thank you Mark Dixon Bünger [email_address] Claire Schooley [email_address] www.forrester.com Entire contents © 2005 Forrester Research, Inc. All rights reserved.