Online and Self-Study
Online & Self-Study Programs
ON-LINE PROGRAM:
Aftermarket Online University
AUDIO SERIES:
- Selling More Profitably to the Jobber
This tape and workbook look at what a salesperson, whether working for a WD, a manufacturer or a manufacturer's rep agency, needs to know to successfully sell to the jobber. This course consists of two topics: "The Planned Approach to the Sale" and "Overcoming Objections and Closing the Sale." The workbook set includes a two-sided audiotape and course materials to help a new salesperson learn how to sell to the jobber or refresh the veteran salesperson on some of the basics that may have been forgotten. Topics included:
The Planned Approach to the Sale:
- How to be more productive with your time
- Planning the call
- Organizing your presentation
- Qualifying the buyer
- Understanding that the word "No" is an opportunity
- Understanding customers by benefits, not features
- Calculating Gross Profit, Gross ROI and Turn & Earn
- Closing the sale
Overcoming Objections and Closing the Sale:
- Understanding that an objection is a customer's way of saying, "I don't understand" or "you've left something out"
- How to respond to common objections to make the sale
- Using customer examples and testimonials
- Trial closing
- Don't give it all away
- Responding to the competition
This course is packaged to be used at the office, at home or in the car. If you're a salesperson, make your wheel time productive and increase your sales with this University of the Aftermarket course.
CD-ROM PROGRAMS:
- Aftermarket Overview
This course is designed for persons just entering the industry, manufacturers' internal team members, and anyone else who wants a better understanding of how the WD, the jobber, and the service dealer operate and make money.
The key objective of this course is to provide an industry overview and a "real world" perspective of the issues that impact a warehouse distributor, jobber, retailer and service dealer. The course will feature discussion of aftermarket distribution channels, critical aspects of the WD-jobber-service dealer relationship, as well as WD and retailer relationships. Ways to develop win-win manufacturer/WD/retailer partnerships will be stressed.
(Also available on video) - Introduction to the Aftermarket
This offering from the University of the Aftermarket is a stand-alone segment of the distance learning seminar "Aftermarket Overview". Introduction to the Aftermarket is the opening section of Aftermarket Overview and gives the student an overall look at the industry, including channels of distribution, general functions of each segment of the Aftermarket and a history of the automotive aftermarket from its beginning to present-day. Topics included in this CD and workbook include:
- What is the automotive aftermarket?
- Distribution channels within the aftermarket
- History of the aftermarket from the early 1900's to present-day
- A look to the future
This program includes great information on the industry, including charts and graphs. It is a great training resource for all new employees just entering the industry, from manufacturer to jobber, or anyone interested in aftermarket history.
(Also available on video) - What is the automotive aftermarket?
VIDEO SERIES:
- Aftermarket Overview
This course is designed for persons just entering the industry, manufacturers' internal team members, and anyone else who wants a better understanding of how the WD, the jobber, and the service dealer operate and make money.
The key objective of this course is to provide an industry overview and a "real world" perspective of the issues that impact a warehouse distributor, jobber, retailer and service dealer. The course will feature discussion of aftermarket distribution channels, critical aspects of the WD-jobber-service dealer relationship, as well as WD and retailer relationships. Ways to develop win-win Manufacturer/WD/retailer partnerships will be stressed.
(Also available on CD-ROM) - Introduction to the Aftermarket
This offering from the University of the Aftermarket is a stand-alone segment of the distance learning seminar "Aftermarket Overview". Introduction to the Aftermarket is the opening section of Aftermarket Overview and gives the student an overall look at the industry, including channels of distribution, general functions of each segment of the Aftermarket, and a history of the automotive aftermarket from its beginning to present-day. Topics included in this video and workbook include:
- What is the automotive aftermarket?
- Distribution channels within the aftermarket
- History of the aftermarket from the early 1900's to present-day
- A look to the future
This program includes great information on the industry, including charts and graphs. It is a great training resource for all new employees just entering the indutry, from manufacturer to jobber, or anyone interested in aftermarket history.
(Also available on CD-ROM)
- What is the automotive aftermarket?
- Management Responsibilities for the Store Manager (2 modules)
-Human Resource Management
-Store Operations
The University of the Aftermarket's "Management Responsibilities for the Store Manager" is a collection of videos and workbooks that address the areas of responsibility a store manager faces on the job. This program has two modules: Human Resource Management and Store Operations.
HUMAN RESOURCE MANAGEMENT MODULE
Tape 1: The Pre-Interview Process
- Reviewing the job - what is it?
- Creating a job description
- Listing the major job functions
- The "must haves" vs. the "like to haves"
- Recruitment
- Selling your company
- Site appearance
- Applications and reference checks
- Setting the room for the interview
Tape 2: The Interview
- Developing interview questions and an interview outline
- How to greet the applicant
- Question types you can and can't ask
- Setting the tone for the interview
- The conversation and questioning during the interview
- Reviewing a sample interview
- Taking good notes
- What to do in closing the interview
Tape 3: New Employee Orientation
- Greeting the new team member
- Reviewing the job description
- Discussing the salary arrangements
- Covering the Team Member Handbook
- Completing the necessary forms and paperwork
- Store tour and introductions
- Ongoing training
- Making them feel a part of the team
STORE OPERATIONS MODULE
Tape 1: Delivery Management
- Scheduling and dispatching
- Service area
- Vehicle inspection
- Vehicle appearance
- Store delivery expense and driver handbook
Tape 2: Return Goods Management
- Return policy
- Return reductions
- Return forms
- Return area
- Handling the customer
- Specialized returns
Tape 3: Security and Shrinkage
- Inventory shrinkage - receiving
- Inventory check and balance
- Display area security
- Internal shrinkage - parts, cash and supplies
- Controlling theft of time
Tape 4: Store Appearance
- The building exterior and parking lot
- Signage
- Display area
- The counter
- The return area
- The washrooms
- The machine shop
- The office
Tape 5: Store Safety and Hazardous Material Management
- Who is responsible for store safety?
- What to look for when performing a safety inspection
- Keeping areas safe
- New employee orientation
- What to do if faced with an OSHA inspection
- Managing hazardous materials
- Material safety data sheets (MSDS)
Tape 6: Computer Management
- Understanding and using management reports
- Emergency situations
- Handling buy-outs
- Paper flow to corporate
- Controlling theft of time
- Reviewing the job - what is it?
- Picking the Right Part the First Time
"Picking the Right Part the First Time" is a self-study video course targeted towards new warehouse employees -- especially pickers. This course was developed for use at new employee orientation meetings, as well as ongoing monthly meetings. The video, with a short workbook, is designed so that supervisors can easily insert their own company's distribution center policies and procedures.
Course Content Includes:
- What's included on this ticket and how to use this information
- How to pick parts (including heavy parts, bulk items)
- What to do if the part is in an unsalable condition
- What happens if your customer receives the wrong part
- Hazardous material picking issues
- What's included on this ticket and how to use this information
- Automotive Wholesaler Profit Management
"Automotive Wholesaler Profit Management Series" is a kit consisting of an eight-tape series and five copies of a 66-page participant's guide.
Course Contents:
Tape 1: Three Routes to Profits
- Introduction
- Income Statement
- Three Routes to Improved Profits
Tape 2: Managing Accounts Receivable
- Aging Accounts Receivable
- Accounts Receivable Collection Days
- Cash Discounts
- Controlling Accounts Receivable by Phone
- Accounts Receivable Improvement Plan (Roundtable)
Tape 3: Sales Analysis, Cost of Sales & Gross Profit
- Sales Analysis & Invoice Control Summary
- Cost of Sales Formula
- Monthly Cost of Sales Comparison
- Comparing Margin to Mark-up
- Ideas to Improve Gross Profit (Roundtable)
Tape 4: Inventory Management
- Effects of Increasing Gross Profits & Inventory Turns
- Inventory Turns & Parts Proliferation Management
- Inventory Control Improvement Plan (Roundtable)
Tape 5: Controlling Your Operating Expenses
- Avoiding Shrinkage Expenses
- Controlling Wages
- Controlling Operating Expenses (Roundtable)
Tape 6: The Balance Sheet & Financial Statement Improvement?
- The Balance Sheet
- Balance Sheet Ratios and What They Mean
- Case Study: Financial Statement Improvement
Tape 7: Cash Flow
- Differences Between Cash Flow & Income
- Conclusion
Tape 8: Profit Management Roundtable
- Accounts Receivable Improvement
- Improving Gross Profit
- Inventory Control Improvement
- Controlling Operating Expenses
On-Line Training Programs: University of the Aftermarket courses and more now available via the Internet.
For more information on any of these programs, contact the University of the Aftermarket at (800) 551-2882 Toll Free, Fax (989) 837-4439 or email uofareg@northwood.edu.
