Issue link: https://read.dmtmag.com/i/215679
TOP 100 departments of the dealership, allowing for flexibility and a stronger team by broadening their awareness of what takes place in other departments and how it all fits together. During the offseason, Colorado Boat Center offers a mentoring program so that employees can observe another department's workday. "A service tech is never going to need cross-training in the administration area, but spending a couple of hours to visually experience that department's workday creates a better understanding and appreciation for areas that some employees never have any contact with," Smith said. Every department is required to attend educational seminars every year, both external and internal: SALES The sales staff is required to attend annual manufacturers' sales seminars, webinars and training classes. Colorado Boat Center also provides in-house training in the areas of sales, presentation, customer service and be- www.BoatingIndustry.com P38x52-BI13DEC-BestInClass.indd 49 havior identification. A library of sales publications and motivational products is also available for their use. "All associates research the competition, both manufacturers and dealerships, in order to learn about the competitor's products and business, so they can present the features of our products and services that set the dealership apart from the competition," Smith said. The sales staff meets with manufacturer and product sales reps several times during the year to keep up-to-date with the products and programs. It is mandatory that they participate in all available training. SERVICE/RIGGING Each service technician attends at least one manufacturer-sponsored training program annually. They are also required to attend regional and/or local training events, and factory service reps are asked to come into the dealership to spend time with the staff to update them on new products and techniques that will be useful. The service department is also encouraged to utilize a full library of manuals, shop guides, videos and other reference materials to gain additional knowledge in their field. The rigging department is treated as an extension of the service department and receives a similar type of training. PARTS & ACCESSORIES Much of the training for the parts and accessories department is in-house. "Customer service training is paramount because, together with the service writer, they are the face of the service department," Smith said. MANAGEMENT Management receives in-house training that covers employee relations, customer service, policies and procedures. Management also attends the manufacturer training seminars and industry conferences, as well as specialty training for customer service and managing and motivating employees. December 2013 | Boating Industry | 49 11/15/13 10:05 AM