Leaders – Dealer Principal, Controller, HR, IT and Marketing Managers

While this module may not directly affect a sale, it is critical that management not only be aware of the associate training modules, but supports the associates through positive reinforcement. As previously stated, associates long for recognition and support from their direct and indirect supervisors. 

Leadership and management personnel will be informed on all the associate modules, the responsibilities of location managers and the importance of reinforcing this middle management group and the associates directly reporting to them. 

At the outset, training encompasses at least five pillars: product, policy, technology, tools and customer care. All five are important to the success of the dealer. Too often, the customer care pillar is not adequately represented or reinforced.