El Prado, New Mexico, United States
Responsibilities ranged from analyzing and implementing process intervention programs for Dealerships to consulting with other departments within Nissan North America: - Created an in-dealership course to teach sales consultants how to use the psychology of persuasion to increase sales of higher trim vehicles while improving customer satisfaction - Provided Instructional Design and Project Management expertise for in-dealership sales and other internal departments within Nissan North America - Worked with vendors who supported both Nissan and Infiniti dealership performance improvement initiatives; to include retail and small business product and sales training, vehicle and technology launches, and large scale ride and drive events - Provided Instructional Design direction and requirements for contract sales training facilitators - Proposed shifting from costly ride and drive events to just-in-time in-dealership training for sales staff using professional facilitators - Created multi-pronged approach to in-dealership training consisting of (1) sales process, (2) new vehicle product knowledge, (3) role play to apply product knowledge in context of actual sales interactions followed by one-on-one coaching to target individual skill and knowledge gaps - Designed behavior-based training that required learners to observe a skill, practice that skill, and apply it to a realistic situation. For example, in a classroom delivered course, sales consultants learned a 4-step process for responding to objections, practiced using components of the process, and then applied it in three comprehensive case-study simulations where they earned or lost points in small groups based on how they responded to the objection - Created a payload and towing estimation worksheet for sales consultants to use when consulting with truck buyers. This printed worksheet was later used to create a tablet-based Payload and Towing Tool.
• Designed, developed, and produced an award-winning New Hire Training Program (structured on-the-job training for call center personnel) • Designed, developed, and produced retail product knowledge and sales training for branch personnel • Coached subject-matter experts in instructional design and stand-up training • Delivered stand-up training for retail and call-center sales and service
• Designed, developed, marketed, and sold the first JDPA Customer Approved Retailer program to dealer principals
• Project Manager for small business and personal checking products • Instructional design and development for retail sales and service training • Instructional design and development for real estate appraisal training • Supervisor retail operations