The "Certified Sales Associate" program is designed to enable members of the sales team to acquire knowledge and learn skills that will enhance their sales results, increase levels of customer satisfaction, and work more effectively with other aspects of the dealership.

REQUIRED COURSES:

SAL111 - The Sales Process
This course provides an overview of the sales process and focuses on techniques for controlling the process, managing customer perceptions and expectations, and evaluating the effectiveness of steps in the process and outcomes. Case studies and scenarios provide opportunities to practice skills in managing the process.

SAL112 - Understanding and Managing Consumer Purchasing Decisions
This course looks in depth at the psychology of purchasing decisions, factors that affect consumer behaviors, and managing expectations toward the sale. Communications concepts and third-party influences are examined, as well as how the "balance of power" during interactions can affect the outcome of the sales process.

SAL113 - Achieving Professional Success Through Personal Motivation
Beginning with an exploration of the importance of personal motivation in sales success, the course explores techniques for creating and nurturing a commitment to sales success, critically assessing skills and motivation and developing strategies to improve and increase them. Students will learn about the psychology of personal motivation, and explore the effect of conviction on customers and colleagues.

SAL114 - E-Commerce and Automotive Retailing
An overview of e-commerce and its relationship to the "bricks and mortar" dealership is provided. Techniques for maximizing results from Internet sales opportunities are explored. Students analyze the effectiveness of various automotive e-commerce websites.

ELECTIVE COURSES: Choose a total of 4 electives from among the following courses

MKT112 - Understanding and Using Marketing Information
Applying basic concepts in marketing to the automotive dealership, the course presents information on interpreting customer demographics, understanding economic information and trends, promotion and pricing strategies, gathering and utilizing customer feedback, and assessing the competitive environment to increase competitive advantage.

FIN111 - Survey of F&I Products and Procedures
The central role that F&I products and procedures plays in dealership profitability is addressed. Strategies for developing knowledge and skills related to F&I are studied, including product knowledge and options, familiarity with contractual provisions, implications of warranty and aftermarket plans, and loan approval processes.

FIN113 - The Sales/F&I Partnership
The smooth transition in the sales process from the vehicle to F&I is essential to completing a successful sales that maximizes dealer profit and results in a positive customer interaction. The course looks at the components of the sales process leading up to F&I arrangements, and allows the students to explore techniques for team building between the departments and improving sales outcomes.

FXO111 - Dealership Service and Repair Shops
This course provides an overview of service and repair functions, and an understanding of the role of aftermarket products and service in overall operations and profitability. Students will understand the importance of workflow management and staffing, cost estimates and pricing, supply chain and inventory management, design and utilization of facilities and tools, managing customer service, and managing insurance claims.

FXO113 - Policies and Procedures in Parts and Service Departments
The course examines the establishment of standard operating procedures in aftermarket areas of the dealership, particularly with regard to inventory management and controls, information systems, supply chain relationships, personnel procedures, health and safety policies, and customer service. Students will have opportunities to practice assembling an operating manual for these departments.

IND112 - Customer Relationship Management - 3 credits
This course focuses on strategies for managing customer relationships that promote brand and dealer loyalty, and lead to sales results and marketing opportunities. Areas addressed include understanding customer-driven and product-driven approaches to business, the collection and use of customer information, effective communication with customers, and techniques for controlling relationships that lead to positive business outcomes.

SAL211 - Improving Sales Skills Through Self-Study
Sales professionals must constantly review their sales techniques, and understand how what they do throughout the sales process is tied to their success. This course directs students to sources of information and support for improving their skills through self-study. Topics include major industry publications and sources of training; checklists and periodic self-assessments; and how to research and implement solutions to specific challenges.

The "Certified Sales Manager" program is designed for members of the sales team with supervisory responsibilities, who want to increase their management and coaching skills, expand their knowledge of successful sales techniques, and acquires skills that promote the contribution their team makes to dealership success.

REQUIRED COURSES:

SAL115 - Profitable Prospecting
This course enables students to learn and practice techniques for effective prospecting. Topics include acquiring worthwhile sources, evaluating prospect potential, using telephone contacts effectively, establishing an understanding of prospecting throughout the dealership staff, and techniques for converting a prospect to a customer.

SAL212 - Increasing Your Value as an Employee
The focus of this course is on how the sales staff contributes value to all aspects of dealership operations and to the dealership's overall profitability. The course addresses the relationship of the sales team to other dealership departments and functions, and strategies for team-building and innovation as part of the sales staff's role.

MKT113 - After-sales Marketing
This course explores the retention of customers and the procurement of repeat business and lucrative referrals through effective aftersales marketing. The marketing role of the parts and service departments, reception in all areas, and past customers is discussed. Monitoring and addressing customer needs during the life of the product or service purchased is included, as well as the lifespan of customer relationships, and strategies for acquiring and updating customer information to make aftersales marketing more precise.

IND118 - Dealership Staffing
In this course, students acquire an overview of the various staff functions that comprise a dealership's human resources, and how staff management affects dealership success. Topics include hiring, training, compensation arrangements, staff relations, and legal and regulatory aspects of human resource management.

ELECTIVE COURSES: Choose a total of 4 electives from among the following courses

MKT115 - Coordinating Events and Promotions
Successful execution of an in-store event is a complex undertaking requiring detailed preparation and the ability to judge what can be done "in-house" and when outsourcing tasks is required. This course promotes skills in setting goals and objectives, identifying action steps and appropriate timeframes, assigning tasks appropriately, and organizing pre-event, event day, and post-event follow-up activities. Students will have the opportunity to create a plan for an event or promotion.

MKT111 - Maximizing Returns from Effective Advertising
Students will explore various types of advertising, including broadcast and print media, direct mail, and electronic/Internet advertising. Skills in analyzing the effectiveness of advertising copy and distribution will be practiced, and students will consider the costs and benefits of managing the advertising function in-house or through outsourcing.

FIN112 - Staffing the F&I Function
This course provides an in-depth analysis of the F&I advisor's position. Included are skills and knowledge required for effective performance, the coordination of F&I within the sales process, the advantages and limits of cross-training other staff in F&I, and the advisor's role in maintaining relationships and conducting business with financing and insurance organizations.

FIN114 - Using Technology in the F&I Process
This course will introduce the student to software packages designed to help execute all F&I functions and obligations successfully. Students will have opportunities to gain skill in using these tools through the use of customer scenarios that provide experience in managing a variety of situations that arise in making F&I arrangements.

FXO112 - Parts Department Management
Emphasizing the merchandising of parts and its interaction with service department management, the course includes concepts related to inventory procedures and controls, wholesale and retail sales, back office and counter functions, computerized management tools, and anticipating long term needs and contributions of the department to the dealership's profitability.

AFT115 - Team Building to Maximize Aftermarket Profitability
Students explore strategies for creating a coordinated approach to aftermarket sales by the dealership. Topics include defining the roles that various departments and functions play in promoting aftermarket sales, as well as reviewing scenarios for opportunities to enhance CSI through effective management of aftermarket sales and functions.

IND211 - Keeping Up With the Industry
Stressing the need for automotive industry professionals to stay current with best practices and new developments in their field, this course reviews accessing resources for information and training, assessing the credibility and value of various sources and types of information, and building continuing education into time management strategies.

MGT115 - Dealership Personnel Management
The organization and staffing of a typical dealership are examined, and students acquire knowledge and skill in assessing human resource needs, incorporating compensation and staffing expenses into a budget, managing staff relations positively, and problem resolution. Emphasis is on hiring to desired skill sets and assessing staff training needs to maximize performance.

The "Certified Sales Manager" program is designed for members of the sales team with management responsibilities, who want to increase their contribution as members of the dealership management team, provide the sales staff with leadership in increasing profits and customer satisfaction, and acquire skills in managing critical relationships both within the dealership and with supply chain partners and the community.

REQUIRED COURSES:

MGT111 - Organization and Management of the Modern Dealership
This course surveys aspects of establishing and managing a modern automotive dealership, and addresses such aspects as space and facilities management, relations with stakeholders, franchises and other business entity choices, and critical management skills for success.

MGT211 - Managing Aftermarket for Maximum Profit
Aftermarket is one of the central profit opportunities in an auto dealership. Managers must understand the various ways that aftermarket sales can contribute to profitability, and how to effectively guide staff toward supporting the dealership's aftermarket activity. The course provides an overview of aftermarket operations and sales, and students have an opportunity to explore ways of integrating aftermarket sales with other dealership operations.

MKT114 - The Marketing Function of Sales Management
The course focuses on skills and techniques the Sales Manager can implement to achieve marketing goals. Topics include staff incentive programs that promote effective marketing, maximizing the use of inquiry logs, the sales manager's role in shows, exhibitions, trade associations, and community activities, and creating effective promotions and referral incentives.

MGT212 - Using Negotiation Skills to Increase CSI
The effective use of negotiating skills throughout the sales process is a crucial component in creating and increasing CSI. This course introduces students to negotiation techniques that can be incorporated into the sales process to create "win-win" situations for the customer and the dealership.

ELECTIVE COURSES: Choose a total of 4 electives from among the following courses

AFT112 - The Role of Aftermarket in Dealership Operations
This course provides an overview of automotive replacement and retailing opportunities that follow vehicle purchase. Students will acquire an understanding of the implications of aftermarket sales, and analyze alternatives and sound choices for how aftermarket is managed within dealership operations. Through the use of case studies, students will explore how sound decisions on managing aftermarket within the dealership are made.

FIN211 - F&I in Leasing Arrangements
Skilled management of F&I can have a positive impact on dealership profits in leasing arrangements. Students will learn the basic components of these arrangements, and the role that the F&I advisor plays in contracting and aftermarket in these deals.

FXO114 - The Use of Technology in Fixed Operations
Students will become familiar with various applications of technology to management of assets and information within and between departments, including supply chain management, inventory and accounting systems, and business-to-business commerce.

IND116 - New vs Used - Markets and Strategies
The course provides an overview of managing new and used vehicle inventories. Students learn the relationships between the two in terms of marketing considerations, selling techniques, F&I basics, the role of independent dealerships, and inventory management.

SAL114 - E-Commerce and Automotive Retailing
An overview of e-commerce and its relationship to the "bricks and mortar" dealership is provided. Techniques for maximizing results from Internet sales opportunities are explored. Students analyze the effectiveness of various automotive e-commerce websites.

MGT112 - Used Vehicle Strategies
Students will consider the structuring of dealerships to take maximum advantage of used vehicle inventories and sales. The course will address interactions with the wholesale market, assessing costs and benefits of reconditioning, advertising and pricing strategies, conversions or cross-selling opportunities between the used and new markets, and understanding the role of the independent used car dealership in the competitive landscape.

MGT113 - Principles of Accounting in Dealership Management
This course assumes a basic familiarity with accounting concepts and mechanics, and concentrates on the construction of financial statements and reports using documentation of typical dealership transactions. Students will also acquire knowledge of computerized accounting systems, the connections between inventory, sales, and other cost centers, and the ability to identify some of the typical problems encountered in assuring the integrity of both the systems and operating procedures.

MGT114 - Preparing and Using Budgets and Forecasts
Principles of budgeting for typical dealership operations and monitoring actual revenues and expenses during the accounting period are studied in this course. Students will learn and practice understanding cash flow analyses, allocating revenues and expenses by function and department, anticipating and planning for cyclical events during the business year, minimizing "frozen capital" and maximizing liquid assets, and developing strategies for managing contingencies that affect the budget.