All courses are taught by expert industry veterans who recognize the realities of your dealership because they’ve been there themselves. We provide courses in all areas of the dealership, from fixed operations to variable operations, all the way up to leadership and succession planning. Narrow your search below by an Area of Focus or by course date.
Call the NCM Institute at 866-756-2620 for more information or to register.
Ideal for executives who have limited or no knowledge of the fixed ops department, our General Manager’s Guide to Service and Parts course provides a high level overview of fundamental parts and service management responsibilities. This curriculum is designed for participants who desire a fundamental understanding of key metrics for performance measurement and general operating guidelines for successful fixed operations management.
In this course, students will experience instructor-led interactive discussion, department analysis tools, and classroom lecture.
Class Length: 1 ½ days
Key Objectives & Competencies:
Understand and rate your dealership on the 35 key processes of the service department
Utilize key performance indicators (KPIs) and best practice guides
Conduct an NCM Repair Order Analysis to identify work mix and opportunities
Complete a “what if” study to help achieve incremental increase in sales and margins on customer-paid repair orders (ROs)
Class Length:1 ½ days
Key Objectives & Competencies:
Understand and rate your dealership on the 35 key processes of the service department
Utilize key performance indicators (KPIs) and best practice guides
Conduct an NCM Repair Order Analysis to identify work mix and opportunities
Complete a “what if” study to help achieve incremental increase in sales and margins on customer-paid repair orders (ROs)
Cost:
$1,345 Per Seat
Requirements:
None
Recommended for:
Planned Succession Personnel, General Managers, Controllers, and CFOs
In addition to the normal day-to-day challenges of operating a department within a dealership, collision centers also face some unique challenges. In this course, we will explore departmental production, expense controls, departmental growth, and accountability management. These topics focus on improving collision center profitability, but because profitability doesn’t happen by accident, the knowledge provided in this class will help your manager better understand and implement the components required to operate a profitable collision shop.
In this course, students will experience instructor-led interactive discussions, department analysis tools, and classroom lecture. We will utilize Guarantee of Action (GOA) plans to provide a roadmap for improvement that is individualized for each student.
Class Length: 2 ½ days
Key Objectives & Competencies:
Manage your department by the numbers through NCM Benchmark data and key performance indicators (KPIs)
Develop better scheduling practices and management of cycle times within the shop
Expand your collision center into other areas such as detailing, paintless dent repair, interior repair, etc.
Develop a marketing plan to produce sales through your service and sales departments
Class Length:2 ½ days
Key Objectives & Competencies:
Manage your department by the numbers through NCM Benchmark data and key performance indicators (KPIs)
Develop better scheduling practices and management of cycle times within the shop
Expand your collision center into other areas such as detailing, paintless dent repair, interior repair, etc.
Develop a marketing plan to produce sales through your service and sales departments
Cost:
$1,945 Per Seat
Requirements:
None
Recommended for:
Collision Center Managers, Assistant Collision Center Managers, Parts Managers, Service Managers, and Fixed Operations Directors
NCM's Effective Leadership is a dynamic, in-person 2-day class designed to enhance leadership skills, improve workplace culture, and drive measurable results. Through engaging modules, participants will explore strategies to lead with empathy, foster accountability, build high-performing teams, and retain top talent. This hands-on course includes a workbook, handouts, a USB, and a Professional Development Challenge, empowering attendees to apply their skills in real-world scenarios for lasting impact.
Class Length: 2 days
Key Objectives & Competencies:
Understand the goals and steps of the Professional Development Challenge.
Explore the impact of leadership on ROI, employee engagement, and attrition while leveraging empathy to inspire teams.
Differentiate between leading and managing, focusing on leadership traits, the 4 E's, and the leadership pyramid.
Master accountability management, including SMART goal-setting and fostering a strong workplace culture.
Identify strategies to retain top talent and create high-performing teams by understanding employee characteristics and turnover factors.
Develop coaching skills and conduct effective one-on-one meetings tailored to dealership scenarios.
Practice leadership techniques through role-playing with emphasis on verbal and nonverbal communication.
Create actionable leadership goals and measurement plans to drive professional growth.
Class Length: 2 days
Key Objectives & Competencies:
Understand the goals and steps of the Professional Development Challenge.
Explore the impact of leadership on ROI, employee engagement, and attrition while leveraging empathy to inspire teams.
Differentiate between leading and managing, focusing on leadership traits, the 4 E's, and the leadership pyramid.
Master accountability management, including SMART goal-setting and fostering a strong workplace culture.
Identify strategies to retain top talent and create high-performing teams by understanding employee characteristics and turnover factors.
Develop coaching skills and conduct effective one-on-one meetings tailored to dealership scenarios.
Practice leadership techniques through role-playing with emphasis on verbal and nonverbal communication.
Create actionable leadership goals and measurement plans to drive professional growth.
Cost:
$1,345 Per Seat
Requirements:
None
Recommended for:
Departmental Managers, Planned Succession Personnel, General Managers, COOs, Managing Partners, and Dealer Principals
The F&I Foundations Course is designed for those who are new to the F&I role—or considering a move into it. Whether you’ve recently stepped into F&I, have less than a year of experience, or work in another area of the dealership and want to understand how F&I contributes to overall performance, this course provides the essential starting point.
You’ll gain a clear understanding of the purpose and responsibilities of the F&I department, the key processes involved, and how F&I connects with broader dealership operations. Rather than focusing on advanced strategies or individual product knowledge, this course emphasizes fundamental concepts, terminology, and workflows. It lays the groundwork for future development and prepares you to contribute effectively as you grow in the role or collaborate with F&I professionals.
Unlike traditional trainings that focus on isolated skills or products, this course takes a holistic approach to F&I success. It emphasizes not just the F&I department but also the dealership-wide sales processes that contribute to sustainable growth.
This course is exclusively offered virtually through NCM eLearn.
Class Length: 4 Live Classroom Sessions (90 minutes each) Plus Self-Study, Completed Over 30 Days
Key Objectives & Competencies:
Assess Performance: Identify strengths and growth opportunities as an F&I Manager to optimize your impact.
Develop a Comprehensive F&I Road to the Sale: Create a dealership-specific strategy with proven techniques to boost penetration and profits at every stage.
Design a Virtual F&I Experience: Adapt your F&I process to meet the demands of today’s digital-savvy customers.
Navigate Key Regulations: Review essential F&I regulations and learn strategies to stay compliant with evolving requirements.
Integrate Sales Consultant Training: Enhance the effectiveness of your sales team by aligning their role with F&I objectives.
Understand Diverse Customer Profiles: Tailor the F&I experience to meet the unique needs of different customer segments.
Create a Personalized Action Plan: Walk away with a targeted plan to implement immediate, impactful changes in your dealership.
Class Length:4 Live Classroom Sessions (90 minutes each) Plus Self-Study, Completed Over 30 Days
Key Objectives & Competencies:
Assess Performance: Identify strengths and growth opportunities as an F&I Manager to optimize your impact.
Develop a Comprehensive F&I Road to the Sale: Create a dealership-specific strategy with proven techniques to boost penetration and profits at every stage.
Design a Virtual F&I Experience: Adapt your F&I process to meet the demands of today’s digital-savvy customers.
Navigate Key Regulations: Review essential F&I regulations and learn strategies to stay compliant with evolving requirements.
Integrate Sales Consultant Training: Enhance the effectiveness of your sales team by aligning their role with F&I objectives.
Understand Diverse Customer Profiles: Tailor the F&I experience to meet the unique needs of different customer segments.
Create a Personalized Action Plan: Walk away with a targeted plan to implement immediate, impactful changes in your dealership.
Part one of two in our Financial Management Program is perfect for those with a desire to learn more about accounting principles and how documents flow through a financial statement. It doesn’t matter if your experience is working inside the accounting department or in one of the operational departments, you will broaden and deepen your knowledge about the format and flow of dealership financial statements. Plus, you will become acquainted with the “jargon,” key performance indicators (KPIs), and best
practices of well-run variable, service, and parts departments. This training is appropriate for veteran managers to refresh and enhance basic financial analysis skills, and for those newer to the automotive industry or their position.
In this course, students will experience instructor-led interactive discussion, department analysis tools, and classroom lecture. This course will utilize Guarantee of Action (GOA) plans to provide a roadmap for improvement that is individualized for each student.
Class Length: 2 ½ days
Key Objectives & Competencies:
Increase targeting of expense reduction opportunities
Learn the structure of the financial statement: balance sheet, income statement, and departmental operating pages
Understand cash flow versus net profit
Learn to convey numbers to bridge the gap between operations and accounting
Recognize fundamental key performance indicators (KPIs) in operating departments
Improve cash flow through a better understanding of the balance sheet
Know where the numbers come from and track changes in assets, liabilities, and equity
Perform calculations for dealership inventories and identify reduction opportunities
Monitor key departmental weekly and monthly numbers thru the daily operating control
Class Length:2 ½ days
Key Objectives & Competencies:
Increase targeting of expense reduction opportunities
Learn the structure of the financial statement: balance sheet, income statement, and departmental operating pages
Understand cash flow versus net profit
Learn to convey numbers to bridge the gap between operations and accounting
Recognize fundamental key performance indicators (KPIs) in operating departments
Improve cash flow through a better understanding of the balance sheet
Know where the numbers come from and track changes in assets, liabilities, and equity
Perform calculations for dealership inventories and identify reduction opportunities
Monitor key departmental weekly and monthly numbers thru the daily operating control
Cost:
$1,945 Per Seat
Requirements:
None
Recommended for:
Department Managers, Office Managers, Controllers, General Managers, and CFOs
In part two of our Financial Management Program, students learn how to balance conflicting priorities and work more effectively with their COOs, department managers, employees, and the financial community. Students will also learn how to develop valuable departmental profit improvement plans, right-size current asset levels, and construct cash flow statements.
After a student completes Financial Management I: Foundation, they become eligible to attend Financial Management II: Strategies. This course will take a deeper dive into specific topics from the first course, along with introducing some new topics. Not unlike Foundation, the Strategies course will utilize Guarantee of Action (GOA) plans to provide a roadmap for improvement that is individualized for each student.
In this course, students will experience instructor-led interactive discussion, department analysis tools, and classroom lecture.
Class Length: 2 days
Key Objectives & Competencies:
Learn the metrics you need to measure to achieve success
Develop and maintain financial policies and procedures
Discover how to prepare a cash flow analysis
Develop and utilize an effective daily operating control (DOC) process
Facilitate productive weekly manager meetings
Review and report daily cash flow
Class Length:2 days
Key Objectives & Competencies:
Learn the metrics you need to measure to achieve success
Develop and maintain financial policies and procedures
Discover how to prepare a cash flow analysis
Develop and utilize an effective daily operating control (DOC) process
More than just a dealer academy, the NCMi General Management Executive Program (GMEP) is a practical and comprehensive education program that prepares current and future dealers and managers for long-term automotive careers. GMEP spans across 11 months, meeting for 3 ½ days every-other month for a total of six sessions. During this timeframe, students take a deep dive into each dealership department: sales, service and parts, and the accounting office are just some of what's included. Students will learn how each department operates, what drives performance, what obstacles to watch for, and how to lead their team to success. Throughout the program, students will utilize NCM’s proprietary Commitments, as well as review and critique the dealership’s NCM financial composite.
Class Length: 11 months, meeting for 3 ½ days every-other month for a total of six sessions
Key Objectives & Competencies:
Provide an all-inclusive General Manager development program, with ongoing support and guidance, to ensure new or future dealer principals, general managers and other executive level managers are well-equipped for long-term success.
Develop the critical knowledge, skills and abilities to analyze and manage departmental and dealership operations for maximum profitability.
Create and implement documented action plans to effect practical and measurable dealership solutions through the duration of the program and afterward.
Equip participants to skillfully manage and balance the demands of the dealership with those of a dynamic industry.
Class Length: 11 months, meeting for 3 ½ days every-other month for a total of six sessions
Key Objectives & Competencies:
Provide an all-inclusive General Manager development program, with ongoing support and guidance, to ensure new or future dealer principals, general managers and other executive level managers are well-equipped for long-term success.
Develop the critical knowledge, skills and abilities to analyze and manage departmental and dealership operations for maximum profitability.
Create and implement documented action plans to effect practical and measurable dealership solutions through the duration of the program and afterward.
Equip participants to skillfully manage and balance the demands of the dealership with those of a dynamic industry.
Cost:
$9,750 Per Seat
Requirements:
None
Recommended for:
Future General Manager/Dealer Principals (High Potential Employees), Planned Succession Personnel, General Managers, Managing Partners, Dealer Principals, and COOs
In part one of this two-part program, General Management I will provide you with an opportunity to learn about areas of the dealership that most general managers are the least familiar with. This course will take you through an in-depth understanding of accountability management, dealership financials, and fixed operations. You will gain a better understanding of these departments and how to drive the numbers, which will enable you to be a more complete leader of the dealership. In this course, we will utilize NCM's proprietary Guarantee of Action (GOA) plans to provide a roadmap for improvement that is individualized for each student.
Class Length: 3 ½ days
Key Objectives & Competencies:
Accounting terminology
Income statement and balance sheet
Ways to improve profit through key performance indicators (KPIs)
Parts inventory turn
35 key processes for the service department
Class Length:3 ½ days
Key Objectives & Competencies:
Accounting terminology
Income statement and balance sheet
Ways to improve profit through key performance indicators (KPIs)
Parts inventory turn
35 key processes for the service department
Cost:
$2,245 Per Seat
Requirements:
None
Recommended for:
General Managers, Planned Succession Personnel, COOs, Managing Partners, and Dealer Principals
General Management: Variable Ops Mgmt focuses on the variable operations department with added emphasis on the used vehicle department. This course will utilize NCM’s proprietary Guarantee of Action (GOA) plans which provide a roadmap for improvement specific to your dealership and training. *
Class Length: 3 ½ days
Key Objectives & Competencies:
Manage vehicle aging, the single biggest challenge in the used vehicle department
Manage salesperson activity and production
Maximize eCommerce marketing
Develop strategies for the four main opportunities to do business (OTDB)
Understand and rate your dealership on the 30 key processes for the used vehicle department
Establish criteria for stocking levels
Class Length:3 ½ days
Key Objectives & Competencies:
Manage vehicle aging, the single biggest challenge in the used vehicle department
Manage salesperson activity and production
Maximize eCommerce marketing
Develop strategies for the four main opportunities to do business (OTDB)
Understand and rate your dealership on the 30 key processes for the used vehicle department
Establish criteria for stocking levels
Cost:
$2,245 Per Seat
Requirements:
None
Recommended for:
General Managers, Planned Succession Personnel, COOs, Managing Partners, and Dealer Principals
In part one of three in our General Sales Management Program, you will learn how to lead other variable ops managers and the sales team, and be more effective in today’s challenging and competitive retail environment.
In this course, students will experience instructor-led interactive discussion, department analysis tools, and classroom lecture. This course will utilize our proprietary Guarantee of Action (GOA) plans to provide a road map for improvement that is individualized for each student.
Class Length: 2 ½ days
Key Objectives & Competencies:
Learn to manage the dealership variable operations through accountability management
Recruit and train new vehicle sales consultants
Manage sales team activities
Understand the NCM composite and benchmarks to analyze your operation and identify potential opportunities
Develop a sales talent screening and on-boarding program
Execute effective one-on-one meetings to drive production
Understand how to develop a used vehicle model inventory
Class Length:2 ½ days
Key Objectives & Competencies:
Learn to manage the dealership variable operations through accountability management
Recruit and train new vehicle sales consultants
Manage sales team activities
Understand the NCM composite and benchmarks to analyze your operation and identify potential opportunities
Develop a sales talent screening and on-boarding program
Execute effective one-on-one meetings to drive production
Understand how to develop a used vehicle model inventory
Cost:
$1,945 Per Seat
Requirements:
None
Recommended for:
General Sales Managers, New or Used Vehicles Sales Managers, F&I Directors, F&I Producers, and Variable Operations Directors
Part two of three in our General Sales Management Program is designed to help improve productivity and win the respect of your management team with a thorough understanding of sales department profitability and asset management. This course delivers the advanced skills you’ll need to direct a more successful sales organization.
After a student completes General Sales Management I: Foundation, they become eligible to attend General Sales Management II: Strategies. This course will take a deeper dive into specific topics from Foundation, along with introducing some new topics. Not unlike course one, Strategies will utilize NCM’s exclusive Guarantee of Action (GOA) plans to provide a roadmap for improvement that is individualized for each student.
In this second level course, students will experience instructor-led interactive discussion, department analysis tools, and classroom lecture.
Class Length: 2 days
Key Objectives & Competencies:
Improve departmental profitability through key performance indicators (KPIs) and best practice guides
Manage the sales process and traffic control through understanding of opportunities to do business (OTDB)
Develop a world-class BDC/internet operation
Determine the key areas of focus you should monitor and track daily, weekly, and monthly
Execute an effective traffic management plan within your dealership
Create an internet lead tracking system that includes first party as well as manufacturer leads
Class Length:2 days
Key Objectives & Competencies:
Improve departmental profitability through key performance indicators (KPIs) and best practice guides
Manage the sales process and traffic control through understanding of opportunities to do business (OTDB)
Develop a world-class BDC/internet operation
Determine the key areas of focus you should monitor and track daily, weekly, and monthly
Execute an effective traffic management plan within your dealership
Create an internet lead tracking system that includes first party as well as manufacturer leads
Cost:
$1,845 Per Seat
Requirements:
General Sales Management I: Foundation
Recommended for:
General Sales Managers, New or Used Vehicles Sales Managers, F&I Directors, F&I Producers, and Variable Operations Directors
Part three in our General Sales Management Program, this course begins with each student presenting a detailed review of their Guarantee of Action (GOA) plans they created in GSM I & II. They share the successes and challenges they experienced while transforming their variable operations. This interactive learning experience helps each student take themselves and their team to new levels of success. Ideally, this class would be taken approximately six months after completing General Sales Management II: Strategies to allow students enough time to implement changes in their dealership.
Class Length: 2 days
Key Objectives & Competencies:
Utilize a peer collaboration process to exchange best practices, experiences, ideas, and strategies
Evaluate and get feedback on GOAs (Guarantee of Action plans)
Review and expand on previous course content
Master the 30 responsibilities of used vehicle management
Break down responsibility in inventory, marketing, and sales production management
Make use of organizational charts, job descriptions and objectives, and regular one-on-one meetings
Develop, implement, and manage your sales compensation plans
Class Length:2 days
Key Objectives & Competencies:
Utilize a peer collaboration process to exchange best practices, experiences, ideas, and strategies
Evaluate and get feedback on GOAs (Guarantee of Action plans)
Review and expand on previous course content
Master the 30 responsibilities of used vehicle management
Break down responsibility in inventory, marketing, and sales production management
Make use of organizational charts, job descriptions and objectives, and regular one-on-one meetings
Develop, implement, and manage your sales compensation plans
Cost:
$1,845 Per Seat
Requirements:
General Sales Management I: Foundation & General Sales Management II: Strategies
Recommended for:
General Sales Managers, New or Used Vehicles Sales Managers, F&I Directors, F&I Producers, and Variable Operations Directors
Internet/BDC Operations Management will teach you the best operational structure, core processes, and situational processes for an Internet and BDC department.
Taught by the experts of Kain Automotive, attendees will learn proven communication tactics and word tracks for email, phone, text, chat, video, and mail. All classroom discussions are focused on improving your team and providing an exceptional return on your investment. Attendees will return with a Digital Success Guide, Inbound Call Guide, and Outbound Call Guide to ensure class curriculum succeeds back at your dealership
Class Length: 2 days
Key Objectives & Competencies:
Understand the dynamics that involve the entire digital experience – the technical, where they find you, and ultimately what the experience is when they visit the dealership
Create a true VIP experience utilize that to inspire the appointment
Identifying the correct structure for your operation
Differentiate your dealership with proven processes and how to make them work
Continued database marketing
The Right Language to lead the call – proven word tracks
Quality communication techniques using text and email that compel a response
Video Conferencing is the next engagement superpower
Class Length: 2 days
Key Objectives & Competencies:
Understand the dynamics that involve the entire digital experience – the technical, where they find you, and ultimately what the experience is when they visit the dealership
Create a true VIP experience utilize that to inspire the appointment
Identifying the correct structure for your operation
Differentiate your dealership with proven processes and how to make them work
Continued database marketing
The Right Language to lead the call – proven word tracks
Quality communication techniques using text and email that compel a response
Video Conferencing is the next engagement superpower
Mastering Digital Marketing is designed to help attendees expand their online presence, create a framework for success, and understand automotive digital marketing methods. This includes website design, search, lead sourcing, online classifieds, social media, and reputation management.
The main emphasis in this course is on developing fundamental concepts along with practical application. We expect attendees of this course to work independently and/or hold their vendors accountable to their digital marketing efforts.
Class Length: 2 days
Key Objectives & Competencies:
Understand consumer trends and who you’re marketing to
Create a 360-degree marketing plan
Simplify your website to increase user experience and usability
Learn how Google sees your website and optimize the data for search engines
Position your dealership to appear in local search results
Design a strategy to get great customer reviews
Influence customers through social media sites and ads
Class Length:2 days
Key Objectives & Competencies:
Understand consumer trends and who you’re marketing to
Create a 360-degree marketing plan
Simplify your website to increase user experience and usability
Learn how Google sees your website and optimize the data for search engines
Position your dealership to appear in local search results
Design a strategy to get great customer reviews
Influence customers through social media sites and ads
Cost:
$1,845 Per Seat
Requirements:
None
Recommended for:
Dealers, General Managers, General Sales Managers, and Internet/BDC Managers
Part one of three in our Parts & Accessories Management Program will provide you with an in-depth look at inventory strategies, margin management, and leadership skills. After completion, the parts manager will be able to identify ways to make your inventory turn faster, at higher margins, driving additional profitability. Students will also have a better understanding of what metrics and processes drive the department. This knowledge will increase communication within the dealership and improve profitability within the department.
In this course, students will experience instructor-led interactive discussion, department analysis tools, and classroom lecture. This course will utilize NCM's Guarantee of Action (GOA) plans to provide a roadmap for improvement that is individualized for each student.
Class Length: 2 ½ days
Key Objectives & Competencies:
How to manage a parts department for maximum profitability
Develop pricing strategies to maximize margins and increase sales
Utilize a variety of formulas to measure inventory performance
Manage numbers through NCM Benchmarks and key performance indicators (KPIs)
Understand and rate your dealership on the 35 key processes for the parts department
Measure inventory through gross turn and true turn performance measurements
In part two of our Parts & Accessories Management Program, you will take a more intense look at the areas that drive net profit. This hands-on course will help you develop the skills to manage your department and lead it to excellence.
After a student completes Parts & Accessories Management I: Foundation, you become eligible to attend Parts & Accessories Management II: Strategies. This second-level course will take a deeper dive into specific topics from the Foundation course while introducing some new topics. Course one and course two can be taken during the same week, but due to the amount of information provided, it can be beneficial to allow more time between these courses. Not unlike Foundation, Strategies will utilize our Guarantee of Action (GOA) plans to provide a roadmap for improvement that is individualized for each student.
In this course, students will experience instructor-led interactive discussion, department analysis tools, and classroom lecture.
Class Length: 2 days
Key Objectives & Competencies:
Develop effective ways to define and communicate employee responsibilities
Implement departmental expense controls
Improve department efficiency
Determine if wholesale is profitable for your department
Develop a detailed monthly departmental forecast
Understand how to develop counterperson pay plans that meet expense guidelines
Create a facility plan that maximizes space
Class Length:2 days
Key Objectives & Competencies:
Develop effective ways to define and communicate employee responsibilities
Implement departmental expense controls
Improve department efficiency
Determine if wholesale is profitable for your department
Develop a detailed monthly departmental forecast
Understand how to develop counterperson pay plans that meet expense guidelines
Create a facility plan that maximizes space
Cost:
$1,845 Per Seat
Requirements:
Parts & Accessories Management I: Foundation
Recommended for:
Parts Managers, Assistant Parts Managers, Service Managers, and Fixed Operations Directors
Part three of our Parts & Accessories Management Program is designed for students who have completed sessions I and II and will expand upon the principals and tactics discussed in earlier sessions. Students will review their Guarantee of Action Plans to learn from their results and roadblocks. Instructors will utilize interactive exercises and case studies to help attendees master the strategies and tactics covered in class, and how to apply the curriculum back at their dealership.
This course will utilize new Guarantee of Action (GOA) plans to provide a roadmap for improvement that is individualized for each student upon completion
Class Length: 2 days
Key Objectives & Competencies:
Introduction to the 35 Fundamentals of Parts Management checklist, which covers the most impactful processes that need to be defined, measured, and managed in a parts department.
Deep dive into pay plan theory.
Learn how to plan personnel expenses better.
Time management training to help get the most from parts managers while keeping a work-life balance.
In-depth group case study to learn how to develop and present ways to fix a deficient parts department.
Introduction to a monthly tracking and evaluation form for the most critical metrics in a parts department.
Class Length:2 days
Key Objectives & Competencies:
Introduction to the 35 Fundamentals of Parts Management checklist, which covers the most impactful processes that need to be defined, measured, and managed in a parts department.
Deep dive into pay plan theory.
Learn how to plan personnel expenses better.
Time management training to help get the most from parts managers while keeping a work-life balance.
In-depth group case study to learn how to develop and present ways to fix a deficient parts department.
Introduction to a monthly tracking and evaluation form for the most critical metrics in a parts department.
Cost:
$1,845 Per Seat
Requirements:
Parts & Accessories Management II: Strategies
Recommended for:
Parts Managers, Assistant Parts Managers, Service Managers, and Fixed Operations Directors
NCMi's Sales Consultant I course focuses on helping both new and experienced salespeople develop the skills and work habits that lead to predictable, consistent growth. In the retail automotive environment, the sales consultant is an essential piece in the sales process. By learning and implementing the key procedures, best practices, and strategies that are proven to work in any marketplace, your team will be prepared to move more units while growing their earning potential. Our courses are designed to promote interaction between veteran instructors and your industry peers. We believe this environment ensures all students get the personalized attention they need to retain the critical skills necessary to succeed back at the dealership. In this course, students will experience instructor-led interactive discussions, participate in interactive role playing and group activities, and learn how to master the art of new and used vehicle sales.
This course is exclusively offered virtually through NCM eLearn.
Class Length: 1 Day
Key Objectives & Competencies:
In-person and phone communication skills that drive sales
Sales processes and systems for any dealership size
Buyer personas and how to work with a variety of customer types
Time management and accountability
How to handle and overcome objections
Digital, phone, and in-person lead handling
How to sell off-brand vehicles
Learning to build value propositions
How to sell opportunities
New Virtual Training Sessions Now Available for This Course** **Full classes take place over 2 weeks
Class Length:1 Day
Key Objectives & Competencies:
In-person and phone communication skills that drive sales
Sales processes and systems for any dealership size
Buyer personas and how to work with a variety of customer types
Time management and accountability
How to handle and overcome objections
Digital, phone, and in-person lead handling
How to sell off-brand vehicles
Learning to build value propositions
How to sell opportunities
New Virtual Training Sessions Now Available for This Course** **Full classes take place over 2 weeks
Cost:
$599 Per Seat
Requirements:
None
Recommended for:
Sales Consultants, Assistant Sales Managers, Internet Sales Consultants, Sales Managers
NCMi's Sales Consultant II course continues building on the foundations from Sales Consultant I, focusing on helping both new and experienced salespeople develop the skills and work habits that lead to predictable, consistent growth. Sales Consultant II has been designed to improve a salesperson’s inbound and outbound phone skills, but also introduces modern, digital techniques that are required to compete in today’s automotive landscape – including texting, email, and video. In the retail automotive environment, the sales consultant is an essential piece in the sales process. By learning and implementing the key procedures, best practices, and strategies that are proven to work in any marketplace, your team will be prepared to move more units while growing their earning potential. Our courses are designed to promote interaction between veteran instructors and your industry peers. We believe this environment ensures all students get the personalized attention they need to retain the critical skills necessary to succeed back at the dealership. In this course, students will experience interactive, instructor-led discussions, participate in interactive role playing and group activities, and learn how to master the art of new and used vehicle sales.
This course is exclusively offered virtually through NCM eLearn.
Class Length: 1 Day
Key Objectives & Competencies:
Developing and utilizing word tracks
Effective phone communication skills that drive sales
Modern communication techniques
Sales processes and systems for any dealership size
Digital lead handling
New Virtual Training Sessions Now Available for This Course** **Full classes take place over 2 weeks
Class Length:1 Day
Key Objectives & Competencies:
Developing and utilizing word tracks
Effective phone communication skills that drive sales
Modern communication techniques
Sales processes and systems for any dealership size
Digital lead handling
New Virtual Training Sessions Now Available for This Course** **Full classes take place over 2 weeks
Cost:
$599.00 Per Seat
Requirements:
None
Recommended for:
Sales Consultants, Assistant Sales Managers, Internet Sales Consultants, Sales Managers
Service Advisor Training I equips automotive service advisors with essential skills to boost customer satisfaction and optimize dealership performance. This foundational training emphasizes accountability, customer satisfaction, and performance metrics, providing practical tools to enhance customer retention and improve performance metrics. Attendees will also learn to implement the "Road to the Sale" approach effectively, gaining critical knowledge to excel in a dealership environment and build a successful career in the automotive industry.
Class Length: 1 day
Key Objectives & Competencies:
Explain the importance of the service advisor role and its impact on dealership success.
Calculate and interpret Key Performance Indicators (KPIs) that drive dealership profitability.
Identify strategies to build trust and rapport with customers to enhance loyalty.
Demonstrate best practices for each stage of the “Service Road to the Sale” process.
Compare performance metrics between average and world-class service advisors to develop actionable improvement strategies.
Service Advisor Training II equips participants with advanced skills in profit control, customer engagement, and objection handling. Through guidance from industry experts, attendees learn practical techniques to enhance profitability and strengthen customer relationships. This training builds on foundational skills, focusing on advanced service selling strategies, managing objections, and effective communication. Graduates of the course gain valuable tools to maximize sales, improve interactions with customers and technicians, and drive dealership profitability.
Class Length: 1 day
Key Objectives & Competencies:
Understand the financial impact of discounting and learn techniques for handling discount requests.
Explore unapplied time and strategies to improve profitability.
Develop techniques for building trust and loyalty with customers.
Adapt communication styles across in-person, phone, and email interactions.
Address common objections (Need, Urgency, Trust, Money, Time) with specific strategies.
Explain best practices and effective strategies for vehicle Multi-Point Inspections (MPIs) and Additional Service Recommendations (ASRs).
SAT III is a comprehensive two-day class designed to transform service advisors into world-class professionals by building on the foundational skills acquired in SAT I and SAT II. The course emphasizes practical application through real-world scenarios, providing participants with new skills, insights, and a clear plan for positively impacting their dealerships.
Class Length: 2 Days
Key Objectives & Competencies:
Understand the importance of the service advisor role and its financial impact.
Assess personal strengths and weaknesses and develop actionable improvement plans.
Perfect the walk-around process through role-playing.
Implement effective communication strategies for different customer types.
Analyze and correct common mistakes in Repair Orders.
Calculate and manage Effective Labor Rates to enhance service efficiency.
Class Length:2 Days
Key Objectives & Competencies:
Understand the importance of the service advisor role and its financial impact.
Assess personal strengths and weaknesses and develop actionable improvement plans.
Perfect the walk-around process through role-playing.
Implement effective communication strategies for different customer types.
Analyze and correct common mistakes in Repair Orders.
Calculate and manage Effective Labor Rates to enhance service efficiency.
Cost:
$1,845 Per Seat
Requirements:
Service Advisor Training II (Mandatory 90 day waiting period after completing SAT II)
In part one of our three-part Service Management Program, we teach managers the specific skill sets to leverage labor efficiencies and production management through opportunities to do business (OTDB) to maximize department profits. This course will provide a clear path for improved accountability management, leadership, development, and communication of a defined strategy for process evaluation and improvement.
Students will experience instructor-led interactive discussion, department analysis tools, and classroom lecture. This course will utilize Guarantee of Action (GOA) plans to provide a roadmap for improvement that is individualized for each student.
Class Length: 2 ½ days
Key Objectives & Competencies:
Understand effective labor rates and gross profit margin to maximize profitability
Establish and manage the service "Road to the Sale" process
Learn methods to uncover additional departmental labor hours
Understand and rate your dealership on the 35 key processes for the service department
Part two of our Service Management three-part program focuses on the advanced elements of strategic planning and tools required to effectively market and manage the sales environment of your department.
Only students who complete Service Management I: Foundation are eligible to attend Service Management II: Strategies. The Strategies course will take a deeper dive into specific topics from the first course, along with introducing some new topics. Not unlike course one, course two will utilize Guarantee of Action (GOA) plans to provide a roadmap for improvement that is individualized for each student.
In this course, students will experience instructor-led interactive discussion, department analysis tools, and classroom lecture.
Class Length: 2 days
Key Objectives & Competencies:
Create effective service menus
Determine the impact of the parts department on the service department and vice versa
Understand advanced production structures to improve shop capacity
Develop good, better, best maintenance menu options
Overcome common parts-related obstacles in the service department
Develop a tracking system for important service drive sales measurements
Class Length:2 days
Key Objectives & Competencies:
Create effective service menus
Determine the impact of the parts department on the service department and vice versa
Understand advanced production structures to improve shop capacity
Develop good, better, best maintenance menu options
Overcome common parts-related obstacles in the service department
Develop a tracking system for important service drive sales measurements
Cost:
$1,845 Per Seat
Requirements:
Service Management I: Foundation
Recommended for:
Service Managers, Assistant Service Managers, and Fixed Operations Directors
Part three in our Service Management Program, Service Management III: Application, begins with each student presenting a detailed review of the Guarantee of Action (GOA) plans they created in the previous two courses, Service Management I: Foundation and Service Management II: Strategies. They share the successes and challenges involved in transforming their fixed operations department with fellow classmates. This interactive learning experience helps each student take themselves and their team to new levels of success. Ideally, this class would be taken four to six months after completing Service Management II: Strategies.
Class Length: 2 days
Key Objectives & Competencies:
Exchange best practices, experiences, ideas, and strategies using a peer collaboration process
Evaluate and get feedback on GOAs (Guarantee of Action plans)
Review and expand on previous course content
Convert service advisors to service sales professionals
Maximize repair orders through the multi-point inspection process
Define key processes that enhance customer satisfaction and sales opportunities
Implement and refine the multi-point inspection (MPI) and additional service request (ASR) selling processes
Identify and track key express service metrics
Class Length:2 days
Key Objectives & Competencies:
Exchange best practices, experiences, ideas, and strategies using a peer collaboration process
Evaluate and get feedback on GOAs (Guarantee of Action plans)
Review and expand on previous course content
Convert service advisors to service sales professionals
Maximize repair orders through the multi-point inspection process
Define key processes that enhance customer satisfaction and sales opportunities
Implement and refine the multi-point inspection (MPI) and additional service request (ASR) selling processes
Identify and track key express service metrics
Cost:
$1,845 Per Seat
Requirements:
Service Management I: Foundation & Service Management II: Strategies
Recommended for:
Service Managers, Assistant Service Managers, and Fixed Operations Directors
Strategic Talent Acquisitions and Retention Program
STAR is a day-and-a-half class focusing on the initial stages of the talent acquisition cycle. It covers essential aspects such as understanding the importance of organizational culture in talent acquisition, creating an engaging career site, developing tailored candidate profiles, crafting compelling job postings, enhancing the overall candidate experience, and exploring innovative strategies to attract top-tier talent. This session marks the first installment of a two-part series dedicated to this topic.
The class includes lectures, activities, group discussions, videos, polling, a workbook, supplemental files, GOAs, and a final assessment. Participants will assess their dealership's current performance in key areas and develop an action plan with concrete steps for making an immediate positive impact upon their return.
Class Length: 1 ½ days
Key Objectives & Competencies:
Strengthen culture to attract top talent
Creating career sites and ideal candidate profiles
Shaping the candidate experience
Finding and attracting talent
Explain how culture, a well-designed career site, the creation of ideal candidate profiles, a well-designed candidate experience and finding top talent all have a positive impact on retention and business KPIs.
Evaluate your current performance in these areas to identify areas of growth
Create an action plan in the targeted areas focused on ROI to address the weaker areas
Class Length: 1 ½ days
Key Objectives & Competencies:
Strengthen culture to attract top talent
Creating career sites and ideal candidate profiles
Shaping the candidate experience
Finding and attracting talent
Explain how culture, a well-designed career site, the creation of ideal candidate profiles, a well-designed candidate experience and finding top talent all have a positive impact on retention and business KPIs.
Evaluate your current performance in these areas to identify areas of growth
Create an action plan in the targeted areas focused on ROI to address the weaker areas
Strategic Talent Acquisitions and Retention Program
Building on the concepts from STAR I, Strategic Talent Acquisition II (STAR II) delves deeper into the next steps of effective talent acquisition. This advanced two-day course is designed for HR professionals and hiring managers committed to mastering the skills to identify, attract, interview, hire, and onboard top-tier talent.
Class Length: 2 days
Key Objectives & Competencies:
Effective Behavioral Interviews: Gain practical insights into how to prepare for and conduct thorough and effective behavioral interviews. Learn how to ask key questions that reveal a candidate's true potential and fit for your organization, equipping you with the confidence to make informed hiring decisions.
Legal and Ethical Boundaries: Understand the critical distinctions between what you can and cannot ask during an interview to ensure compliance with legal standards and maintain ethical practices.
Data-Driven Decision Making: Discover how to leverage interview data to select the best candidate. Learn techniques for comparing candidates objectively and making informed hiring decisions.
Crafting Effective Offers: Develop strategies for making compelling job offers that attract top candidates and align with your organization's compensation philosophy.
Positive Candidate Experience: Transition the candidate from a positive online experience to a positive in-person experience that builds value and trust with the candidate.
Seamless Onboarding: Explore best practices for onboarding new hires to ensure they integrate smoothly into your organization and start contributing effectively from day one, setting the stage for a successful and productive career.
Class Length:2 days
Key Objectives & Competencies:
Effective Behavioral Interviews: Gain practical insights into how to prepare for and conduct thorough and effective behavioral interviews. Learn how to ask key questions that reveal a candidate's true potential and fit for your organization, equipping you with the confidence to make informed hiring decisions.
Legal and Ethical Boundaries: Understand the critical distinctions between what you can and cannot ask during an interview to ensure compliance with legal standards and maintain ethical practices.
Data-Driven Decision Making: Discover how to leverage interview data to select the best candidate. Learn techniques for comparing candidates objectively and making informed hiring decisions.
Crafting Effective Offers: Develop strategies for making compelling job offers that attract top candidates and align with your organization's compensation philosophy.
Positive Candidate Experience: Transition the candidate from a positive online experience to a positive in-person experience that builds value and trust with the candidate.
Seamless Onboarding: Explore best practices for onboarding new hires to ensure they integrate smoothly into your organization and start contributing effectively from day one, setting the stage for a successful and productive career.
No pay plan is a substitute for sound management; but the right plan, coupled with the right management focus, will produce the desired results. In this course, you’ll learn the strategies and methods used to develop sales and management pay plans for both variable and fixed operations that motivate effectively, fairly, and produce increased bottom line results—for the employee and your dealership. Students will experience instructor-led interactive discussion, department analysis tools, and classroom lectures designed to help you reduce turnover of valuable employees, attract top talent to your dealership, and improve performance in all departments.
Class Length: 1 ½ days
Key Objectives & Competencies:
Develop and implement internet coordinator/BDC pay plans, service advisor pay plans, parts counter personnel pay plans, general sales manager pay plans,
F&I pay plans, service writer pay plans, and many more
Create plans that motivate employees to achieve superior performance and leave the average behind
Develop a personal accountability management program
Class Length:1 ½ days
Key Objectives & Competencies:
Develop and implement internet coordinator/BDC pay plans, service advisor pay plans, parts counter personnel pay plans, general sales manager pay plans,
F&I pay plans, service writer pay plans, and many more
Create plans that motivate employees to achieve superior performance and leave the average behind
Develop a personal accountability management program
Cost:
$1,345 Per Seat
Requirements:
None
Recommended for:
Human Resources, Compensation Managers, and Management Staff
Part one of three in our Used Vehicle Management Program is the most impactful course in variable management, as most dealerships are struggling to maintain consistent profitability in this department. So much has changed in the last 10 years, there is much to be learned, understood, and embraced. This course will teach all the key elements to predict profitability.
In this course, students will experience instructor-led interactive discussion, department analysis tools, and classroom lecture. This course will utilize Guarantee of Action (GOA) plans to provide a roadmap for improvement that is individualized for each student.
Class Length: 2 ½ days
Key Objectives & Competencies:
Understanding the aging process and how to manage it
Develop a daily process to review all new trades and purchases
Understand all roles and responsibilities of a used vehicle manager
Calculate daily holding cost, understand probability of sale, and implement a bucket system to manage inventory
Implement the daily trade walk/stock walk
Clearly define and implement an effective appraisal process for your store
Understand and rate your dealership on the 30 key processes for the used vehicle department
Review and refine inventory acquisition strategies
In part two of three in our Used Vehicle Management Program, instructors will present the advanced knowledge and skills you need to maximize your used vehicle department. You will come away with an understanding of what it takes to shape organizational excellence and demonstrate the competencies that are critical for your success. This course will provide you with valuable knowledge in the areas of eCommerce and marketing.
After a student completes Used Vehicle Management I: Foundation, they become eligible to attend Used Vehicle Management II: Strategies. This course will take a deeper dive into specific topics from the first course, along with introducing some new topics. Not unlike course one, course two will utilize Guarantee of Action (GOA) plans to provide a roadmap for improvement that is individualized for each student.
In this course, students will experience instructor-led interactive discussion, department analysis tools, and classroom lecture.
Class Length: 2 days
Key Objectives & Competencies:
How to manage the metrics for opportunities to do business (OTDB)
Maximize internet effectiveness for your used vehicle department
Forecasting and managing profitability
Determine percentage of salesperson self-generated leads, inbound internet leads, inbound phone leads, and walk-in customers
Increase number of customers by aligning inventory to their needs
Create and market your unique selling proposition (USP) and develop a value folder
Class Length:2 days
Key Objectives & Competencies:
How to manage the metrics for opportunities to do business (OTDB)
Maximize internet effectiveness for your used vehicle department
Forecasting and managing profitability
Determine percentage of salesperson self-generated leads, inbound internet leads, inbound phone leads, and walk-in customers
Increase number of customers by aligning inventory to their needs
Create and market your unique selling proposition (USP) and develop a value folder
Cost:
$1,845 Per Seat
Requirements:
Used Vehicle Management I: Foundation
Recommended for:
Used Vehicle Managers, General Sales Managers, and General Managers
Part three of three in our Used Vehicle Management Program begins with each student presenting a detailed review of their Guarantee of Action (GOA) plans they created in previous courses. They share with each other their successes and challenges involved in transforming their used vehicle department. This interactive learning experience helps each student take themselves and their team to new levels of success. Ideally, this class would be taken approximately six months after completing Used Vehicle Management II: Strategies.
Class Length: 2 days
Key Objectives & Competencies:
Utilize a peer collaboration process to exchange best practices, experiences, ideas, and strategies
Evaluate and get feedback on previous session GOAs (Guarantee of Action plans)
Review and expand on previous course content
Five processes to improve used vehicle profitability
Digital marketing in a complex retail sales environment
Establish and execute the “hard turn” discipline
Review the 30-item used vehicle management checklist
Improve upon model inventory for your used vehicle department using the bucket system
Utilizing one-on-one meetings to lead your staff
Class Length:2 days
Key Objectives & Competencies:
Utilize a peer collaboration process to exchange best practices, experiences, ideas, and strategies
Evaluate and get feedback on previous session GOAs (Guarantee of Action plans)
Review and expand on previous course content
Five processes to improve used vehicle profitability
Digital marketing in a complex retail sales environment
Establish and execute the “hard turn” discipline
Review the 30-item used vehicle management checklist
Improve upon model inventory for your used vehicle department using the bucket system
Utilizing one-on-one meetings to lead your staff
Cost:
$1,845 Per Seat
Requirements:
Used Vehicle Management I: Foundation & Used Vehicle Management II: Strategies
Recommended for:
Used Vehicle Managers, General Sales Managers, and General Managers
