NCM Twenty Groups and Beyond - NCM Associates

members login
MCPs login
ncm home
twenty groups
bootcamps & seminars
in dealership solutionssm
powersports
products & services
buy here, pay here
dealership valuations
mergers & acquisitions
jeff sacks and associates
mark tallman
shop ncm
dealer service corp.®
profit solutions®
resource directory
travel solutions
xscend®
testimonials
about ncm
contact ncm

NCM Associates
10551 Barkley Suite 200
Overland Park, KS 66212
913.649.7830

guest service skills dvd f.a.q.
“Mark’s DVD’s are one of the best training investments we’ve ever made. They are a great resource for our management, sales, service and parts teams! We are focused on personalizing the information presented and perfecting the Power Word Phrases to improve our customer transaction process and elevate our CSI.”

Tom Hauswirth, GM
Moritz BMW/Cadillac/MINI

"After watching Mark's DVD's in 2007 and attending his training, I was able to apply the ideas learned to get to the next level. I broke a 10-year record at the dealership, selling 195 certified cars and becoming the #1 salesperson and the #2 sales consultant in the region! This year I am on track to sell 235 units! I would recommend the DVDs to anyone who wants to better themselves and their career."

Gary Aggas, Salesperson
Moritz Cadillac, BMW
Certified Sales Department


Click here for details of the Guest Service Skills DVD Course.

Click here to order your Guest Service Skills DVD Course.

Click the links below for sample video from Mark Tallman's Guest Service Skills Courses.
Frequently Asked Questions

Q: Mark, I need to feel confident that your DVDs are auto specific and my people will be able to relate to the materials if I purchase them. What is your background in the industry?

A: From 1994 to 2004, I worked at the Penske Automotive Group in Southern California (Longo Toyota and Longo Lexus). During that time I developed a real world 70-course curriculum, to advance our management, sales, parts and service teams.

In order to create an effective training series you have to start with the customer. These are some of the questions I was seeking answers to:
  1. Why are we missing sales?
  2. What are we presently doing that is causing sales to be lost?
  3. What should we be doing to capture these lost opportunities?
  4. What type of supporting mechanisms do we need in order to measure our progress?
The most logical approach was to survey our clients to find out why sales were being lost. The research was facilitated through several different methods:
  1. Internal focus groups with clients who were dissatisfied with the purchasing process.
  2. External survey to find out why clients shopped us, but purchased at another dealership.
  3. Monitoring incoming calls to each department to see what we were saying.
  4. And finally, mystery shoppers to evaluate our processes and people skills.
Through these mechanisms I clearly understand our guest's wants and needs. It enabled me to develop more effective Power-Word Tracks for our Sales Consultants, Service Advisors, Parts Counterperson, and Guest Relations teams. It yielded great results, with an overall improvement in sales and CSI.

Q: Who is the intended audience for the Guest Service Skills DVD course?

A: This course is designed for the Management Team, Sales Consultants, Service Advisors, Parts Counterperson, and Guest Relations teams. It will give anyone who interfaces with a client more effective communication skills.

Q: My managers are not trainers. How hard is it going to be for them to implement this Guest Service Series?

A: It will be simple for your managers to implement the Guest Service Series regardless of their ability as a facilitator. Each course was written with a Leaders Guide to provide the individual facilitating the class all the necessary tools to deliver a dynamic interactive class. This Leaders Guide is how I would facilitate if I were at your dealership. These are some of the tools the Leaders Guide will provide for your managers:
  1. A class check list and timeline to organize the manager prior to the class.
  2. Facilitators' questions to utilize during the class.
  3. Class quiz and quiz answers to measure your managers' understanding.
  4. Homework assignment to activate new Power-Word Phrases.
  5. Role-playing exercises with "how to" instructions to activate new Power-Word Tracks.
  6. And a step-by-step description on how to utilize Power Learning Tools.

This series can be facilitated over 6-weeks or 6-months depending on your immediate needs. There are 3 different approaches a dealership can utilize as discussed in detail in the Leaders Guide:
  1. The fast-start method would be to concentrate on one module per week.
  2. The high-retention method would be to concentrate on one module per month.
  3. The self-study method would be to concentrate on each module at your own pace.
Q: Do you offer any facilitator resources along with the DVDs?

A: Yes, each course comes with a Leaders Guide to provide the individual facilitating the class all the necessary tools to deliver a dynamic interactive session. This Leaders Guide is how I would facilitate if I were at your dealership. These are some of the tools the Leaders Guide will provide for your managers:
  1. A class check list and timeline to organize the manager prior to the class.
  2. Facilitators' questions to utilize during the class.
  3. Class quiz and quiz answers to measure the team members' understanding.
  4. Homework assignment to activate new Power-Word Phrases.
  5. Role-playing exercises with "how to" instructions to activate new Power-Word Tracks.
  6. And a step-by-step description on how to utilize each Power Learning Tool.
Q: How are the DVD modules organized?

A: The course is systematic with each module designed to build on to the next module. The Guest Service Skills Leaders Guide and Guest Service Skills Course Workbook provide a companion resource to attain maximum results.

Q: What is the playtime for each of the modules?

A: The modules vary between 15 to 45 minutes each depending on the subject matter.

Q: Do you offer workbooks that go hand-in-hand with the DVDs? If so, do they cost extra?

A: Each Guest Service Skills Course comes with 10 workbooks and 1 Leaders Guide. Additional Guest Service Skills workbooks can be purchased for $10 each.

Q: I want a teaching tool that will actively involve my sales team. Are quizzes and homework part of the package?

A: Yes, each course comes with a complete set of teaching tools to make the classes dynamic and interactive. These are some of the tools I will provide for your managers:
  1. A class checklist and timeline to organize the manager prior to the class.
  2. Facilitators' questions to create and interactive discussion during the class.
  3. Class quiz and quiz answers to measure the team members' understanding.
  4. Homework assignments to activate new Power-Word Phrases.
  5. Role-playing exercises with "how to" instructions to activate new Power-Word Tracks.
  6. And a step-by-step description on how to utilize each Power Learning Tool.
Q: Mark, are the entire department tapes department specific?

A: Yes, each Guest Service Skills Course is designed to focus on department specific skill sets.

Q: Can I order individual DVDs?

A: No, each Guest Service Skills course comes in a set of 5 to 6 DVD modules. However, you do not have to acquire all 5 Guest Service Skills courses at the same time. The Guest Service Skills course can be purchased separately.

Q: What if I decide to purchase 2 courses; will you give me a price break?

A: Yes, we are all about giving dealerships more value for the money. Please Click here to view your savings options.

Q: How do I get the most 'bang for my buck'? In other words, how do I get the best deal for my organization?

A: The best value would be to acquire the entire Guest Service Skills Series. This will give you the maximum savings. The Guest Service Skills Series will give you a great foundation for each department for a minimal investment.

Q: Once I order the DVDs, how long will it take before I receive them?

A: Depending on your selected method of shipping it will take between 1 to 7 days.

Q: Can I choose overnight delivery, so I can start training my team tomorrow?

A: Yes, we have overnight delivery available. Please click here for details.

Q: Who do I contact with additional questions?

A: You can contact Amy or Caitlin at 800.867.2160 with questions.

Q: What do I do if I want to order now?

A: We offer 2 simple methods for ordering:

  1. Click here to order online.
  2. Call Amy or Caitlin at 800.867.2160.
  3. Print this order form and fax it back to 858.459.0876.
Before shipping we will call and confirm your order and provide you with the carrier and tracking information.

contact ncm
guest service skills dvd f.a.q.
Upcoming NCM Events

GM Bootcampsm
August 11-15, 2008
Ft. Lauderdale, FL

Internet Sales Professional Bootcampsm
August 12, 2008
Chicago, IL

Internet Director/Manager Bootcampsm
August 12-14, 2008
Ft. Lauderdale, FL

GSM Bootcamp®
August 13-15, 2008
Ft. Lauderdale, FL

Parts Management Profit Conferencesm
September 9-10, 2008
Overland Park, KS

GM Bootcampsm Level II
September 15-18, 2008
Atlanta, GA

Service Management Bootcamp®
September 15-18, 2008
Overland Park, KS

Special Finance Bootcampsm
September 16-18, 2008
Dallas, TX

Financial Statement Bootcampsm
September 22-23, 2008
San Diego, CA

Pre-Owned Vehicle Bootcampsm
September 24-26, 2008
Overland Park, KS

Executive Financial Management Bootcampsm
September 24-26, 2008
San Diego, CA

guest service skills dvd f.a.q.


"NCM", "Benchmark ®", "Twenty Group" and "20 Group" are trademarks of NCM Associates, Inc.
Contents copyright © NCM Associates, Inc. 2008