Our training programs are powered by our proprietary Manage by Winning platform, designed to assess and elevate both management and front-line professionals.
This two-pronged approach pairs experienced trainers directly with department managers to evaluate business acumen, use of management tools, and team efficiency. Side-by-side, our trainers mentor staff to foster a culture of learning, accountability, and exceptional customer service.
Manage by Winning trainers are seasoned industry professionals who guide your team through hands-on development—transforming managers from daily “firefighters” into mentors and leaders. The result is measurable personal growth and long-term dealership success.
Service Manager Training
Our Service Manager Training program focuses on how service personnel impact both customers and dealership success. We help managers build consistent leadership habits, optimize department processes, and improve overall efficiency and profitability.
We begin by meeting with the dealer principal and fixed operations leadership to define:
- A service model — establishing your dealership’s business philosophy, ethics, sales approach, career development, and customer service goals.
- A process template — outlining customer service, job dispatch, invoicing, warranty handling, and role-specific responsibilities.
We then conduct on-site observations to understand how each employee performs key processes. These are non-intrusive assessments focused on understanding—not criticizing—current practices.
From this data, we build a customized operations manual with actionable steps and measurable goals. Managers receive tools to track individual performance and foster accountability through ongoing reviews and mentorship.
In-store visits are tailored to address specific team challenges and ensure long-term adherence to the dealership’s processes and customer service culture.
Service Advisor Training
Many dealerships maintain outdated job descriptions for service advisors that fail to reflect evolving expectations. Our Service Advisor Training program helps define, implement, and maintain consistent service standards across every customer interaction.
We meet with decision-makers to establish core behavioral and performance standards that guide all advisor-customer relationships. Managers are then trained to conduct quick, weekly check-ins to reinforce accountability and progress.
Through our Manage by Winning software, service managers can track advisor performance metrics, maintain consistency, and build a strong, customer-focused culture that endures beyond initial training.
Phone Sales Training
Why Mitchell’s phone training? With over 40 years of experience in dealership sales and culture development, we’ve crafted real-world training that transforms reactive teams into proactive communicators built on accountability and teamwork.
What is a Mystery Caller? A professional caller simulates real customer inquiries using pre-determined scripts to evaluate staff performance, professionalism, and adherence to the dealership’s sales strategy.
Objective: Establish a sales process that aligns with your dealership’s culture while revealing unseen opportunities for improvement in inbound communication. This program provides the insights leaders need to coach effectively and enhance customer satisfaction.