Drive

A key component of the Hawksmoor Drive programme is the design and delivery of tailored training programmes for both sales and aftersales teams. These programmes are customised to the specific needs of the manufacturer, taking into account their corporate objectives, market positioning, and brand standards.

Sales Training

Our sales training programmes are focused on equipping dealership teams with the tools they need to engage customers effectively, close sales, and build long-term relationships. We provide training that covers the entire customer journey, from initial contact through to aftersales follow-up. The goal is to ensure that every dealership in the network can:

• Enhance Customer Engagement: Sales teams are trained to understand customer needs, provide product knowledge, and offer tailored solutions, improving the likelihood of a successful sale.
• Master Sales Techniques: We train staff on advanced sales techniques, such as upselling, cross-selling, and closing, ensuring they can meet or exceed sales targets.
• Understand Financial Products: Sales professionals learn how to explain financing options clearly and effectively, helping customers make informed decisions and improving the dealership’s profitability.

Aftersales Training

Our aftersales training programmes focus on improving service standards across dealership networks. We train service advisors, technicians, and support staff to deliver top-quality aftersales support, enhancing the customer experience and driving retention. This training covers:

• Technical Skills Development: Service teams receive in-depth training on the latest diagnostic tools, repair techniques, and vehicle technologies, ensuring they can deliver quick and effective repairs.
• Customer Communication: We train service advisors to communicate clearly with customers, explaining the need for repairs or maintenance and providing transparent pricing.
• Customer Retention Strategies: Our training programmes include strategies for building long-term relationships with customers, such as offering service packages and maintenance plans that encourage repeat business.

By tailoring these programmes to the specific challenges and opportunities of each manufacturer, Hawksmoor Drive ensures that both sales and aftersales teams are equipped with the knowledge and skills to deliver excellence at every touchpoint.

One of the key benefits of the Hawksmoor Drive programme is our focus on best practice implementation. By working closely with manufacturers and their dealer networks, we identify and share best practices that can be implemented across the entire network. This ensures that all dealerships are operating at the highest possible level.

Sales Best Practices

For sales teams, best practices include:

• Customer-Centric Sales Processes: We help dealerships implement sales processes that focus on the customer’s needs, ensuring that the customer journey is seamless and enjoyable from start to finish.
• Data-Driven Decision Making: We encourage the use of data analytics to better understand customer behaviour, optimise inventory, and forecast future sales trends.
• Consistent Brand Messaging: We ensure that all dealerships are delivering consistent brand messaging, reinforcing the manufacturer’s brand values at every point of contact with the customer.

Aftersales Best Practices

For aftersales teams, best practices include:

• Efficient Workflow Management: We help dealerships implement streamlined workflows to ensure that vehicles are serviced quickly and efficiently, reducing customer wait times and increasing throughput.
• Proactive Customer Communication: We encourage service advisors to proactively communicate with customers, offering updates on repair status and recommending future maintenance to improve customer satisfaction.
• Technician Training and Certification: Ensuring that technicians are regularly trained and certified on the latest vehicle technologies and repair techniques is critical to maintaining service quality.

Through the implementation of these best practices, Hawksmoor Drive helps manufacturers create a consistent and high-performing dealer network that delivers on both sales and aftersales excellence.

Training is only the beginning. To ensure continuous improvement, Hawksmoor Drive includes performance monitoring services that track dealer network performance against key performance indicators (KPIs). These KPIs are aligned with the manufacturer’s objectives and help identify areas for improvement across the network.

Sales KPIs

For sales teams, we monitor:

• Sales Targets: We track whether dealerships are meeting their sales quotas and provide guidance on how to improve sales performance where necessary.
• Conversion Rates: We analyse the percentage of leads converted into sales and identify potential bottlenecks in the sales process.
• Customer Satisfaction Scores: Sales teams are evaluated based on customer feedback, ensuring that they are providing a positive experience that encourages repeat business.

Aftersales KPIs

For aftersales teams, we track:

• Service Quality: We assess the quality of repair and maintenance services based on customer feedback and technical assessments.
• Customer Retention: We monitor how effectively aftersales teams are retaining customers through follow-up services, maintenance packages, and customer loyalty programmes.
• Efficiency Metrics: Our performance monitoring includes tracking how efficiently service teams complete repairs and maintenance tasks, helping to reduce vehicle downtime and improve customer satisfaction.

By continually monitoring these KPIs, Hawksmoor Drive ensures that dealerships are delivering consistent, high-quality service that aligns with the manufacturer’s goals.

Finally, Hawksmoor Drive focuses on ensuring that all dealer operations are fully aligned with the manufacturer’s corporate objectives. This includes:

• Brand Consistency: We ensure that dealerships are representing the manufacturer’s brand consistently, from the showroom to the service department.
• Customer Experience: We work with dealers to create a customer experience that reflects the manufacturer’s values, ensuring that customers feel connected to the brand at every interaction.
• Sales and Service Integration: By aligning sales and aftersales teams, we ensure that customers receive a seamless experience, whether they’re buying a vehicle or returning for service.