This self-paced E-Learning course is structured to equip Customer Relationship Executives with comprehensive knowledge and practical skills essential for success in the Indian automotive dealership ecosystem. The curriculum is organized into three main chapters:

1. The What? – Industry & Product Foundations

• Automotive Industry Overview: Structure of the dealership ecosystem, roles of OEMs, dealerships, and service centers.
• Automobile Insights: History, market segments, body types, and vehicle dimensions.
• Auto Basics: Fundamentals of automotive engines and systems for vehicle movement, comfort, and convenience.

2. The Who? – Role of the CRE & Customer Journey

• Understanding the CRE Role: Significance, daily responsibilities, and impact on customer experience.
• Customer Lifecycle: Stages from inquiry to post-sale service, with a focus on the CRE’s role at each step.
• Product & Service Knowledge: Vehicle models, variants, features, financing, insurance, accessories, and service packages.

3. The How? – Skills, Tools & Professional Practices

• Communication Skills: Engaging customers, professional etiquette, active listening, and handling objections.
• CRM & DMS Tools: Use of automotive CRM platforms and Dealer Management Systems for lead tracking and customer engagement.
• After-Sales Engagement: Post-sale communication, service reminders, feedback, upselling, and performance metrics (e.g., NPS).
• Ethics & Compliance: Data privacy, adherence to policies, and ethical communication.