PROVEN RESULTS NSERV (Nissan – Service Excellence at the
Retail Venue) NSERV is an in-store training program that delivers performance coaching on the skills needed to gain an edge over the competition. Presented four times a year at 545 Nissan dealerships nationwide, NSERV works with the dealership to ensure their team is equipped with the skills and tools needed to achieve lasting success.
Nissan SERV (Service Excellence at the Retail Venue) is an indealership training focused on Service Advisors and Service Managers.
Impact and Proven Results
RESULTS THROUGH TRAINING
NSERV facilitators visit each dealership quarterly to train the Service Advisors and Service Manager on the skills and tools needed to be successful in their job roles. The 90-minute sessions are conducted in either a classroom setting or on the drive, and NSERV offers multiple sessions to ensure dealership staffing needs are not disrupted. The training not only includes Nissan-specific best practices, but also presents topics centered around the customer experience, selling skills, and vehicle technologies. NSERV’s training assists in developing well-rounded team members who can deliver results.
RESULTS IN PERFORMANCE
The quarterly NSERV training sessions focus on maximizing performance development in key areas that are relevant to the needs of the dealership: MM The Summer Priorities session concentrates on observing Service Advisors on the drive, providing customized recommendations for improvement. MM To support Nissan’s end-of-the-year sales goals, the fourth quarter session always focuses on sales skills to encourage overall dealership success.
N S E RV
RESULTS FOR LEADERSHIP
NSERV brings the added value of offering Service Managers enhanced leadership tools to help them effectively guide their team members. Utilizing Nissan-specific reports such heat maps and the KPI analyzer, NSERV shows Service Managers how to leverage the talent on their team. Additionally, NSERV’s Quick Start Coaching Guide provides Service Managers with multiple staff huddle topics for the weeks following training to reinforce everything they learned in the NSERV session.
participants — showed —
21%
Post-test gain of knowledge in Fiscal Year 2018
RESULTS IN THE NUMBERS
Numbers never lie. And, the numbers coming from NSERV stores speak for themselves. The results from the Owner First Survey demonstrate the impact of NSERV. For example, year-over-year data from Fiscal Year 2017 to Fiscal Year 2018 shows how SERV stores outperformed non-SERV stores in Customer Pay.
NON-SERV RESULTS
NSERV RESULTS
Was MPI form used during Service Write Up?
-1
+22
Clear explanation for work performed?
-4
+21
Was all of the work completed right the first time?
-1
+2
Owner First Survey Question
RESULTS FROM FACILITATORS
You can trust that the NSERV program is in the hands of the best. NSERV facilitators know the automotive landscape and they know Nissan. Many have previously served as FOMs, Executive Managers, OEMs, Senior Managers, Service Managers, and Service Consultants. Because of their experience within the industry, the connection with training participants is truly impactful and produces lasting results.