Driving Excellence: GM Practices for Effective Training in Dealerships From Top Auto Group Leader

Dealer Talk With Jen Suzuki

Join my interview with Liz Hernandez, a powerhouse in dealership growth and training with the Morgan Automotive Group. With passion and energy at an all-time high, Liz discusses her tireless efforts to uplift numerous dealerships under her guidance. She highlights the crucial role of culture and leadership in driving success, emphasizing that when General Managers (GMs) and managers actively engage with salespeople, everyone benefits. “Train your people,” she says repeatedly making the point that you must “love on people.”

Liz shares her approach to training, addressing the common excuse of being “too busy.” She believes that when the entire team is in sync, more appointments are made, leading to increased sales. Her unique ability to encourage salespeople to seek feedback on their calls reflects a growing confidence and commitment to improvement.

Delving into the dynamics of leadership, Liz outlines how successful GMs set the tone for the day by prioritizing collaborative training sessions. She emphasizes that building a strong culture requires GMs to actively participate in daily training on product knowledge, rapport building, and phone skills, ensuring that every salesperson has the tools to succeed.

Liz also confronts the challenges faced by service departments, stressing the need for ongoing training. She points out that service advisors, as the frontline of the brand, often struggle with difficult customer interactions. By investing time in training, managers can empower their teams to handle calls effectively, leading to greater customer loyalty and satisfaction.

Throughout the episode, Liz advocates for a culture where complacency is absent, and training is embraced as a vital part of daily operations. She shares strategies to celebrate successes and recognize efforts, reinforcing the idea that investing in people leads to better results.

Tune in to discover how to cultivate a thriving dealership environment through dedicated training, strong leadership, and a focus on nurturing your team!

Dealer Talk with Jen Suzuki Podcast |[e-mail] | 800-625-1590 | edealersolutions.com

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