The Challenge
Stay competitive as the automobile market began to soften in the late 1980s. Volvo´s objectives: increase customer satisfaction and sales.
The Solution
Improve skills and professionalism of those in constant contact with customers: sales consultants at the dealerships. Interpersonal Development determined that sales consultants needed to move toward consultative selling skills, and so designed and delivered the Volvo Accelerated Sales Training (VAST) series. To accommodate dealership schedules, VAST was a six-day course offered in modular one-day blocks. As a prerequisite to the instructor-led Automotive Leasing course, participants completed a Leasing Self-Study Course.
The Challenge
Lack of understanding and support from sales managers at the dealerships for the new consultative selling style of their sales force.
The Solution
Bring sales managers into the loop. Interpersonal Development designed and delivered a modified, two-day Consultative Management Skills training program for sales managers. In addition, we wrote a VAST Selling Skills Follow-up Guide to help managers support VAST sales training back in the dealership.
The Challenge
VAST was working well for sales consultants with some experience, but new members of the sales team needed a "jump start."
The Solution
A self-study program, The New Sales Consultant Orientation Program, addresses the first five days on the job. Interpersonal Development also wrote a Leader´´ Guide to help sales managers make the most of the orientation period.
The Challenge
VAST training was not understood or supported at the corporate level.
The Solution
Help corporate managers see the dealerships in a new way-as customers. Interpersonal Development designed and delivered a four-day course for Regional Managers-Sales. Participants developed a consultative contract with their dealership "clients"-identifying problems and solutions, implementing change and evaluating results.
The Challenge
Personnel in the dealerships needed assistance understanding the technical aspects of Warranty Administration.
The Solution
Warranty Administration Self-study Course aimed at allowing employees to learn the material at their own pace. Built-in testing components assured course comprehension. A Service Manager´s Guide was provided to support Warranty Administrators during the self-study process.
The Challenge
Presentations by Volvo Regional Managers-Parts & Service, made to groups of dealers and their own management teams, lacked polish.
The Solution
Custom design and delivery of a two-day Presentation Skills Program for all Regional Managers-Parts & Service.
The Challenge
Volvo´s North American Training Division trainers needed professional development in the areas of identifying training needs and delivering training material.
The Solution
Train the Trainer Program to enhance facilitation skills, consulting skills, instructional design and management of training program development.
The Challenge
Include international audiences in the launch for the Volvo 850, and introduce the Volvo 440 Series in Australia and the Middle East on behalf of Volvo Cars Intercontinental.
The Solution
Adapt existing materials for use in a variety of training locations. In Latin America, Interpersonal Development trainers delivered the program in Spanish, with workbook materials and video translated as well. For the Middle East, case studies and role plays were rewritten to reflect cultural norms. In both locations, much more emphasis was given to the importance of "relationships" in selling-one way in which the process differed from the more "task-oriented" approach used in the U.S.
The Challenge
Bring to European and Asian markets the successful VAST (Volvo Accelerated Sales Training) program.
The Solution
Revise the VAST curriculum with attention to cultural sensitivities. The training was conducted in Sweden and Germany for Volvo Cars Intercontinental.
The Challenge
Help to make Volvo product training managers more effective in helping people learn.
The Solution
A three-day seminar in interactive learning techniques. Interpersonal Development dispatched trainers to Singapore for Volvo Cars Intercontinental, to Sweden for Volvo Car Corporation and to Belgium for Volvo Cars Europe Marketing. The interactive techniques are designed to take participants out of a "passive" learning posture and promote active discovery of new information. Included in the curriculum are adult learning theory, learning styles, instructional design, interactive lecture techniques and facilitation skills.