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Dramatically Increase Learning Retention

Dec 08, 2013

An application in behavioral science to engage participants in automotive dealerships to practice what they learned — turning passive learning into demonstrations of newly honed skills.

Overview

Discover how BI WORLDWIDE helped an automotive dealership dramatically increase learning retention.

Situation

BI WORLDWIDE applied behavioural science to engage participants in automotive dealerships to practice what they learned—turning passive learning into demonstrations of newly honed skills. Retention of learning increased to 90%, providing a dramatic improvement on the return on expense already spent on training.

Challenge

  • Improve Multi-Point Inspection (MPI) technique and compliance among dealership service professionals.
  •  Deliver a cost effective way to engage hundreds of dealerships
  • Increase customer pay service and parts sales

Solution

  • Design training focused on MPI and service re-delivery
  • Conduct a virtual “walk around” competition using BIW’s turn-key online video portal
  • Vote for best practices
  • Recognize top performing service professionals
  • Complete best practices video from entries now used to train others

Results

  • Over 600 unique video submissions
  • 78% of participating dealers saw an increase in customer pay service sales
  • 82% saw improved retail parts sales
  • 6% incremental lift in retail parts sales versus non-participating dealers
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