The
Renewal/Portfolio Specialist Program
| PROGRAM CODE |
RM-1 |
| PROGRAM DURATION |
1 day: 8:30 a.m. - 4:30 p.m. |
| WHO SHOULD ATTEND |
Renewal/Portfolio Specialists, Sales Managers and General Sales
Managers |
| PROGRAM OBJECTIVES |
- Provide participants with the knowledge, tools and procedures
to implement an effective portfolio management system in the
dealership
|
| PROGRAM CONTENT |
- The job description of the Renewal Specialist
- Setting up the Renewal Department: office set-up and tools
- How to "access" and create an updated customer data base
- WHEN and WHY to contact lease, finance and cash customers
during the term
- HOW to contact customers during the term
- Telephone scripts for effective telephone follow-up throughout
the term
- Telephone, e-mail and mail scripts for ensuring early term
renewal appointments
- Preparing for renewal appointments: "MAKE-A-DEAL" meetings
- Effective strategies for dealing with difficult renewal
situations - eg.:
- customer's lease payment will significantly increase for a
similar vehicle because of interest rate and / or residual and / or
price changes
- customer has excessive kilometres and damage on current leased
vehicle
- customer wants to shop other manufacturers for their next
vehicle
- Lease end appointment "procedures": the role of the Renewal
Specialist, Sales Manager and Salespeople
- Lease end "sales procedures"
- Overcoming objections to re-leasing
|
| INVESTMENT INCLUDES |
- $385 / Participant
- Comprehensive text-based manual
- Worksheets and forms
- Coffee, tea, refreshments
- Lunch
|
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CLOSE OF THE
MONTH 
