Hard Skills
ExpertSales Performance ManagementThe process of monitoring, coaching, and evaluating the performance of sales staff against established volume targets and gross profit KPIs.
ExpertCommission-Based Incentive DesignCreating and managing complex pay plans that balance individual motivation with dealership profitability and expense control.
AdvancedAutomotive Labor Law ComplianceKnowledge and application of specific employment regulations including flat-rate pay rules, overtime exemptions for sales, and OSHA safety standards for service bays.
IntermediateTechnical Certification TrackingManaging the ongoing training and certification schedules for service technicians to meet manufacturer franchise requirements.
Soft Skills
AdvancedCustomer Satisfaction Index (CSI) CoachingTraining staff on communication and service behaviors to ensure high scores on manufacturer-mandated customer surveys.
AdvancedConflict ResolutionMediating high-stress disputes between sales, finance, and service departments or between staff and frustrated customers.
AdvancedStaff Recruitment and SelectionIdentifying, interviewing, and onboarding sales and service professionals with the temperament and skills for the automotive retail environment.