- Teacher: Wes Hunter (Admin)
Bert Ogden Learning Hub
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Available courses
- Teacher: Lora Creps
- Teacher: Wes Hunter (Admin)
Welcome to the Learning Hub
This introductory course is designed to set the foundation for your success. You'll explore three key concepts that drive exceptional customer experiences: Moments of Truth — recognizing the critical interactions that shape how customers perceive us; Emotional Bank Account — understanding how every interaction builds or withdraws trust with our customers and colleagues; and Service the Customer Through the Process — learning how to guide customers with confidence and care from start to finish.
Once you've completed this course, notify your manager. They'll get you set up with your team's regular eLearning schedule on the Learning Hub.
- Teacher: Wes Hunter (Admin)
Learn how to transform every customer interaction from simply processing work orders to genuinely serving customers through your dealership's processes. This course shows you how one simple discovery question can build trust, reduce stress, and turn first-time visitors into loyal, referring customers.
- Teacher: Lora Creps
- Teacher: Wes Hunter (Admin)
Welcome to the Course Library. This is your hub for exploring all available learning content across our training programs. While you're encouraged to browse and expand your knowledge, please remember that your assigned courses and due dates remain your priority. Only completed assignments from your designated training schedule will count toward your credit and compliance requirements.
- Teacher: Lora Creps
- Teacher: Wes Hunter (Admin)
In the first course of this two-part series, the learner will understand the importance of recovering dissatisfied customers. The learner will also recognize the value of developing empathy and an understanding of the customer's perspective.
- Teacher: Admin User
- Teacher: Admin User
- Teacher: Lora Creps
- Teacher: Wes Hunter (Admin)
- Teacher: Admin User
- Teacher: Lora Creps
- Teacher: Wes Hunter (Admin)
- Teacher: Admin User
- Teacher: Lora Creps
- Teacher: Wes Hunter (Admin)
- Teacher: Admin User
- Teacher: Lora Creps
- Teacher: Wes Hunter (Admin)
- Teacher: Admin User
- Teacher: Lora Creps
- Teacher: Wes Hunter (Admin)
- Teacher: Admin User
Despite your best intentions and efforts, sometimes the customer says "No." This module introduces an easy to learn and use technique for turning customer objections into successful sales. Turn that "no" into a "YES" all the while making happier, more satisfied customers.
- Teacher: Wes Hunter (Admin)
- Teacher: Admin User
Use the best sales technique for the service you are trying to sell. Then ask for the sale confidently. This module shows you how to do that and more.
- Teacher: Wes Hunter (Admin)
- Teacher: Admin User
- Teacher: Wes Hunter (Admin)
- Teacher: Admin User
This module sets you up for successfully selling from the MPI. It covers the following: 1) Introducing the MPI at write-up. 2) Service Advisor role in performing the inspection. 3) Creating a successful sales plan.
- Teacher: Wes Hunter (Admin)
- Teacher: Admin User
This is an advanced sales technique for services and repairs that are more extensive, complex and require a larger investment. The Seven Steps are excellent for services like; head gasket replacement, transmission service, timing belt/cover replacement, etc.
- Teacher: Wes Hunter (Admin)
- Teacher: Admin User
This sales technique is very effective with some of the most common services we offer. Things you might frequently see as Additional Service Recommendations on a MPI like; Brakes, Tires, Alignments, Filters, etc.
- Teacher: Wes Hunter (Admin)
- Teacher: Admin User
A simple but powerful sales technique that will help you; 1) Gain the cooperation of your customer. 2) Guide your customer through the sales process. 3) Utilize benefits to motivate your customers to buy more.
- Teacher: Admin User
Part 5 of the Customer Service Experience
- Teacher: Lora Creps
- Teacher: Admin User
Part 4 of the Customer Service Experience
- Teacher: Admin User
Part 3 of 5 in the Customer Service Experience Series
- Teacher: Admin User
Part 2 of the Customer Service Experience
- Teacher: Admin User
Part 1 of the Customer Service Experience
- Teacher: Admin User
- Teacher: Admin User
Learn how to build trust by making more Deposits into a customer's Emotional Bank Account. Everyone has an Emotional Bank Account, and if it gets overdrawn by too many withdrawals, you could lose the sale or your customer!
- Teacher: Admin User
These is where course description goes
- Teacher: Admin User
- Teacher: Lora Creps
- Teacher: Wes Hunter (Admin)
- Teacher: Lora Creps
- Teacher: Wes Hunter (Admin)
One-stop shop for all your Taking it to the Streets meeting guides.
- Teacher: Lora Creps
- Teacher: Wes Hunter (Admin)
- Teacher: Admin User
These is where the course description goes
- Teacher: Admin User