NCM Institute Automotive Training Schedule

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)

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

NCMi's Effective Leadership course focuses on developing the skills necessary to lead, not just manage, your team to improved performance. Our course will cover accountability management, workforce planning, coaching your team, and much more. By implementing what you learn, you will become a more effective leader and take your department or dealership to the next level. In this course, students will experience instructor-led interactive discussions, departmental analysis tools, and a menu of best practices to develop a business plan for their dealership.

Class Length: 1 ½ days

Key Objectives & Competencies:

• Develop and enhance dealership culture using a “Best Practices” checklist.
• Improve your hiring practices through the Perfect 4-Step Interview Question.
• Did It Today (DIT) sheets that will assist in managing expectations throughout your organization.
• Create organization charts, job descriptions, and regular one-on-one meetings.

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:

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

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

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:

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

General Management II builds upon what you learned in General Management I, but also 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

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

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

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

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

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

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

New Virtual Training Sessions Now Available for This Course
*Full classes take place over 4 weeks

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

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.

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

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.

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

In the Service Advisor Training I course we will provide students with essential roles and responsibilities of the professional service advisor and an overview of NCM service and parts best practices. Students will learn how to deliver world-class service while expanding sales opportunities.

Class Length: 1 day

Key Objectives & Competencies:

• Critical KPIs (key performance indicators) such as gross profit and effective labor rate
• Understanding the service “Road to the Sale” process
• Improving customer satisfaction, technician billable hours, and customer pay labor/parts sales
• Improving closing ratios for service drive sales

New Virtual Training Sessions Now Available for This Course*
*Full classes take place over 4 weeks

Service advisors experience more face-to-face customer contacts than any other dealer personnel, and yet most service advisors are not trained on the fundamentals needed to be successful at their position, including job-related roles & responsibilities. In the Service Advisor Training II course, students will maximize the effectiveness of customer satisfaction skills and salesmanship to improve both transactional quality and retention. This course is ideal of service advisors looking to expand their skills in their profession, polish their soft skills, and take their career to the next level.

Class Length: 1 day

Key Objectives & Competencies:

• In-Depth review of the Road to a Sale (RTAS) process.
• Improve individual participant performance in objectives outlined in Service Advisor Training I.
• Individual goal setting and personal development in the role of a service advisor.
• Maximizing customer satisfaction by providing a world-class service experience.
• Advanced selling strategies, including interactive discussions on overcoming client objections and closing the sale.
• The role of an advisor in production management, advanced production management concepts, and an overview of express service opportunities.

New Virtual Training Sessions Now Available for This Course*
*Full classes take place over 4 weeks

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
• Create a reservation process
• Perform daily start-up meetings with your staff

New Virtual Training Sessions Now Available for This Course*
*Full classes take place over 4 weeks

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

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

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

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

New Virtual Training Sessions Now Available for This Course*
*Full classes take place over 4 weeks

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

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