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Subaru Training
Academy
About the Company
Subaru, an internationally recognized automotive brand, is known for its commitment to reliability, safety, and performance. Renowned for its innovative use of all-wheel-drive technology, Subaru has cultivated a loyal customer base worldwide. However, to maintain its competitive edge in a rapidly evolving market, Subaru sought to enhance the skills and performance of its workforce, particularly in sales and service.
The Challenge
Subaru faced several key challenges impacting its business performance:
Sales Team Development:
Sales teams across Subaru’s 30 dealerships struggled to consistently communicate Subaru’s unique selling points, particularly in competitive markets with evolving customer preferences.
Customer Satisfaction:
Subaru’s customer satisfaction ratings were inconsistent, affecting loyalty and repeat business.
Service Excellence:
Service advisors needed to deliver a seamless customer experience and reinforce Subaru’s reputation for reliability.
Leadership Development:
Managers across the dealership network required training to lead high-performing teams and maintain alignment with Subaru’s strategic goals.
These challenges required a unified yet customized training approach for 160 participants from all 30 dealerships, ensuring consistent skill development across the network.
The Solution
Improve Performance International designed and implemented a custom Subaru Academy to address these challenges over a 7-year partnership. The training program was structured as a 7-day intensive course delivered over three phases:
- 3X2-day training workshops focusing on core sales, service, and leadership skills.
- A 1-day certification program, validating participants’ mastery of the learned skills and their ability to implement them in practice.
Key components of the program included:
Customized Training Modules
Customized Training Programs:
Sales Excellence Training: Focused on consultative sales, objection handling, and delivering a premium brand experience.
Performance Tracking with Improve Systems:
Utilized the Improve Performance Dashboard to monitor skill progression, track KPIs, and ensure alignment with BMW’s strategic goals.
Long-Term Development Framework:
Conducted workshops and follow-ups every quarter to reinforce learning and sustain improvements.
Performance Management System
Leveraged the Improve Performance Dashboard to track progress in key performance areas, ensuring alignment with Subaru’s business objectives.
Introduced the Training Diary to document individual improvements and provide accountability for continued growth.
Sustainable Learning Framework:
Regular workshops and follow-ups to reinforce skills and sustain improvements.
Customized coaching for managers to support their
teams and drive consistent performance improvements.
The Results
Over the 7-year partnership, the Subaru Academy delivered transformative results:
Sales Growth:
Sales teams achieved a 20% improvement in closing rates, driving significant revenue growth across the dealership network.
Customer Satisfaction:
Subaru’s customer satisfaction ratings improved substantially, enhancing loyalty and repeat business.
Service Excellence:
Service advisors consistently delivered superior customer experiences, reducing complaint rates by 30% and increasing retention.
Leadership Impact:
Leadership assessments showed a 40% improvement in key metrics such as team engagement, strategic planning, and performance management.
Sustained Excellence:
The Subaru Academy fostered a culture of continuous improvement, embedding best practices across all 30 dealerships.
The Subaru Academy became a cornerstone of Subaru’s workforce development strategy, equipping employees across the dealership network with the skills and confidence to deliver on the company’s promise of reliability and performance.
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