CPD Archive

CPD Archive

Getting the measure of employee satisfaction
To read this article in full, click here to download a PDF file...
From October 2008 Motor Industry Magazine

Are you a business butterfly?
To read this article in full, click here to download a PDF file...
From September 2008 Motor Industry Magazine

Block retention.
To read this article in full, click here to download a PDF file...
From July 2008 Motor Industry Magazine

Mother may know best!
To read this article in full, click here to download a PDF file...
From Juine 2008 Motor Industry Magazine

Fishing for your talent pool.
To read this article in full, click here to download a PDF file...
From May 2008 Motor Industry Magazine

Like retail customers, job candidates are looking for something that meets their needs and lives up to expectations.
To read this article in full, click here to download a PDF file...
From April 2008 Motor Industry Magazine

Talk to me! Customer satisfaction can depend on a very simple effective ingredient.
To read this article in full, click here to download a PDF file...
From March 08 Motor Industry Magazine

Why it's good to "feel at home" in the workplace.
To read this article in full, click here to download a PDF file...
From December/January 07/08 Motor Industry Magazine

Is stress the new "bad back"
To read this article in full, click here to download a PDF file...
From November 2007 Motor Industry Magazine

You're hired.
To read this article in full, click here to download a PDF file...
From October 2007 Motor Industry Magazine

Trust me. I'm in the motor trade.
To read this article in full, click here to download a PDF file...
From September 2007 Motor Industry Magazine

Avoiding those legal man traps.
To read this article in full, click here to download a PDF file...
From June 2007 Motor Industry Magazine

Where does loyalty lie?.
To read this article in full, click here to download a PDF file...
From May 2007 Motor Industry Magazine

New job, new hope.
To read this article in full, click here to download a PDF file...
From April 2007 Motor Industry Magazine

Profitable Thread
To read this article in full, click here to download a PDF file...
From March 2007 Motor Industry Magazine

You either measure what you value or you value what you measure.
To read this article in full, click here to download a PDF file...
From February 2007 Motor Industry Magazine

To read this article in full, click here to download a PDF file...
From December 2006 / January 2007 Motor Industry Magazine

Is there still a place for the "Gin Palace"?
To read this article in full, click here to download a PDF file...
From November 2006 Motor Industry Magazine

The Disappearing Service Customer
To read this article in full, click here to download a PDF file...
From October 2006 Motor Industry Magazine

Innocent Behaviour
Research shows that companies with strong values – such as drinks producer Innocent - outperform those who simply have objectives. Why is this and do you, as an organisation, use values? Prof. Jim Saker looks at these issues at a time when the retail motor sector is trying to avert a consumer ‘super complaint’.

To read this article in full, click here to download a PDF file...
From September 2006 Motor Industry Magazine

Moments of Truth (Part III)
In this final article of the series, Tim Bryant - learning solutions specialist with RTS - examines how to translate the positive impression momentum built up throughout the customer's purchase experience, into the aftersales experience. 

To read this article in full, click here to download a PDF file...
From July August 2006 Motor Industry Magazine

Moments of Truth (Part II)
Last month, Tim Bryant looked at the critical ‘physical elements’ required to create positive first impressions for your customers. Here, he examines how sales consultants can maximise the ‘emotional elements’ involved in creating positive impressions, and how these relate to key Moments of Truth within the very first phases of a sales process.
 
To read this article in full, click here to download a PDF file...
From June 2006 Motor Industry Magazine

Moments of Truth
Last month, Tim Bryant looked at the critical ‘physical elements’ required to create positive first impressions for your customers. Here, he examines how sales consultants can maximise the ‘emotional elements’ involved in creating positive impressions, and how these relate to key Moments of Truth within the very first phases of a sales process.

To read this article in full, click here to download a PDF file...
From May 2006 Motor Industry Magazine

Coaching for effective follow up.
Firstly let’s consider the following statement: “Successful retailers are the ones who talk to their customers when they aren’t doing business with them right now”. This means taking every opportunity available to keep in touch with your customers. This means follow up!

To read this article in full, click here to download a PDF file...
From April 2006 Motor Industry Magazine