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

Selection

SelectionHiringOrientationTrainingBy Joe WebbDealerKnows ConsultingAll 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 JobsAddress PainterGrocery baggerVideo Store ClerkPrinterCutlery SalespersonFactory WorkerBartenderBouncerEvent ManagerProject ManagerMarketing ManagerSales ManagerCar Sales AssociateInternet Sales PersonInternet Sales CoordinatorInternet Sales ManagerBack-up Finance ManagerSales ManagerBusiness Development Sales ManagerInternet DirectorHead CustodianConsultant


My EmployeesInternet Sales ManagerseCommerce DirectorSales ManagerCustomer Relations ManagersIT DirectorFinance DirectorPolice OfficerGeneral ManagerIn Rehab


Who Should Run the Internet Dept./BDC?Top DollarFair Market ValueRough BookAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com

The HierarchyShowroomInternet Department / BDCAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com

The Internet Department / BDC is


What it Should Be


Pay PlansInternet Director / BDSM

Internet Sales ManagerInternet Sales RepISC / BDC Rep


Pay Plans


Job DescriptionsJob TitleSalary RangePurpose of PositionJob Description / List of DutiesHierarchyIdeal Candidate / Skills NeededWork 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?NoNoNoNoNot 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

OLDSCHOOL

Photo SaysIt doesnt matter what you know, but what you are willing to learn.


Basic QualitiesInternet DirectorMotivateLeadMeasureWilling to perform all ISM dutiesISM / BDCWork EthicTeam PlayerProduct KnowledgeStrong Grammatical SkillsNaturally strong communicatorsTech-savvyOne FocusIf 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 focusedA Good Internet Person is Us Focused


3-Step Selection ProcessRecruit

Review All Applications

Conduct a Phone ScreeningAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com

Where to Find TalentLook Internally / Promote from WithinStaff ReferralsUniversities / Recent GraduatesJob FairsVendor ReferralsInternet MarketingCustomer MarketingLocal CompetitionRecruitersRetail / Hospitality / Electronic StoresMilitaryNever Bring Someone Back from the PastAll 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 ApplicationsAppropriateBackground?

Necessary Skills?

Recommended?Weed out unqualified and overpriced.

Dont try to mold a candidate.


Take it to the Streets


Phone ScreeningBrief Explanation of JobClarify Work ExperienceConfirm Work History & Salary DetailsUncover Specifics of Any Shorts or GapsMention Background Check and Drug TestDetail Interview ProcessAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com

Listen


My First Interview

HA!This isnt Fairy Tale Land. This isnt the minor leagues. We are pros. We play hard ball.


5 Step Interview ProcessWho Interviews?2 Managers1 Internet Dept. Mgr.(possible Salesperson)General ManagerAll 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 QuestionsHypothetical SituationsIf you were hiring someone for this job, what qualities would you look for?Tell me about a time youve made a suggestion, how it was received, and how it affected the company?Self-EvaluationsWhat 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?


Photo SaysToo many people confuse activity with accomplishment. Make sure they achieved results.



Interview Questions?Closed-ended = Credential VerificationsHow long were you atAre you certified withOpen-ended = Discovery questionsWhat did you like about your last position?Behavioral / SituationalTell me about a time youand howOpinionWhat 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


The ProcessWritten, Detailed, Documented Program-covers philosophies, personnel, policies

One Communicator from each Dept.-management, sales, service, parts, mktg

Vendor Rep provides systems trainingAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com

The Current ProcessWatch these videosFill out all benefit formsNo business cardsCant put you in the system yetBoss is out of townWhere do I sit?Let me introduce you to everyoneRead all brochuresTake a lunchAssign the wrong mentor / negative influenceShadow = SlaveBad Orientation Causes Buyers Remorse and Increases TurnoverAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com

Explain to themLanguageImportance of PaperworkOnly Two Top Managers or One TeamTheir Role and their FutureQuestions are ImportantNegative impressions lead to mistrust. You put them through a process to join your team. Dont drop the ball now.All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com

CelebrateOrientation Always Takes Place the Second Week of Every Month

Make the 1st days very memorable


TrainingAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com

For New Hires

OrientationTraining

Weekly Product Knowledge and Sales Training After Initial ProgramAll 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

TasksMake ItFunEngagingEducationalAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com

Photo SaysIf a new hire cant do all the things an internet shopper does, well, then that dog aint gonna hunt.


Before Training Ends

ToTraining ModulesOnline ResourcesOEM / Vendor Trainings

MysteryShopSeal of ApprovalAnd Work BeginsorAnother week of training requiredAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com

Attending Conferences


Final Day of Training

Shoot a Video Walk-AroundIs 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 PeopleDont 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 RetentionAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com

You Must MeasureYou Must SupportAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com

Ask YourselfAre 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 staffs ability to produce?What is a quality reward for each person?Do all of the dealers policies support the end goal of each employee?

Now Ask ThemAll information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com

Selection, Hiring, Orientation and TrainingJoe WebbDealerKnows [email protected]

All information created and presented by Joe Webb of DealerKnows Consulting www.DealerKnows.com - for 7th Digital Dealer Conf.

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