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SALES CONSULTANT IN TRAINING SERIES
PROGRAM GUIDE
© 2019 General Motors Company. All rights reserved
As a new Sales Consultant, having the right tools right away is important. That’s
where the Sales Consultant in Training program can help.
This guide contains information about each learning experience in the Sales
Consultant in Training series and what you can expect to gain from them.
The experiences are in a recommended order, but you can take them in any order
you want! Check them off as you go, so you know what you’ve taken.
The experiences range from 5 minutes to 15 minutes each. You’ll find games, videos,
worksheets, video interviews, job aids, word tracks, and articles to read.
Please note, throughout the curriculum some of the articles and resources may be
subscription-based. We’ve searched the web to bring you the best, most credible
information possible. While we’ve included some articles that do not require it, you
should consider subscribing to sites such as AutoNews.
And if you know of any great sites or articles, please let us know at:
sps_curation@gm.com.
H O W T O U S E T H I S G U I D E
Find support on Facebook
Join the private Facebook group for sales
professionals like you. Search for it by name:
Center of Learning – New Hire Connections
Experiences for the Sales Consultant in Training series can be found in the
Center of Learning. Log in using the credentials provided by your dealership.
From your learner home page:
• Find the Select Learning Path Here menu.
• Choose Sales Consultant in Training.
• Click Activities.
• Browse the available experiences. To launch one, click Launch.
• You may also search for individual experiences using the course numbers
listed in this guide.
• For example, the ID for Sales Consultant in Training Overview is
SSMSC.T18W1 (highlighted in yellow, below).
H O W T O F I N D A N E X P E R I E N C E
W E E K 1 R E C O M M E N D A T I O N S
SALES CONSULTANT IN TRAINING OVERVIEW | SSMSC.T18W1
Get to know the Sales Consultant in Training (SCIT) series and how it can impact your development as a new GM sales professional.
SELLING SKILLS: BE A SALES CONSULTANT | S1PSS.018W1
What does it take to be a good Sales Consultant? Top-performers offer up what they do to maintain good relationships, stay organized and
keep lifelong customers.
SELLING SKILLS: STRUCTURE MY TIME | SSMSS.018W6
Walk into the dealership each morning with a plan—even if your schedule is blank. It’s essentials for staying motivated when business is slow,
and staying organized when business is buzzing!
SELLING SKILLS: LEARN MY DEALERSHIP | SSMSS.018W7
If you've never worked in a dealership before, it may be difficult to navigate the lingo and layout. Take a look at the departments and roles
common to most GM dealerships.
SELLING SKILLS: SUPPORT A CUSTOMER VISIT | SCFSS.018W3
Follow new hires Beth and Tim as they navigate their first few days at the dealership. Their mistakes—bad breath, tardiness, nervous jitters,
even bluffing—are your gain. Walk away with word tracks to help with your first few customers.
SELLING SKILLS: SHARE MY OPPORTUNITY | SCFSS.018W2
Many top-performers start the story of their careers with, “I’d never sold a car before...” With hard work and ambition, they achieved success.
This activity will help you start the same path toward success.
SELLING SKILLS: INTRODUCTION TO GLOBALCONNECT | SDSSS.018W2
GlobalConnect is your one-stop for all things GM. From incentives management to product details, training, brand news and more,
GlobalConnect is a resource you'll need every day. Check it out!
BUICK: A HISTORY OF EXCELLENCE | SCFBU.017W1
Hear from Buick designers about what it takes to bring a concept—a sketch, an idea, a model—to reality on the road. This experience gives
you a behind-the-scenes look at the beauty, power and innovation of the award-winning Buick brand.
SELLING SKILLS: SEE WHAT CUSTOMERS SEE – BUICK | SCFSS.018W5
SELLING SKILLS: SEE WHAT CUSTOMERS SEE – GMC | SCFSS.018W6
What do customers see when they research your brand, your dealership and … you? Take time to explore the other side of the deal—from
the customer's perspective.
CHEVROLET TRADITIONS: A RICH HISTORY | FCFCT.017W1
Celebrate the rich history and lasting cultural mark of Chevrolet. This experience covers the brand's humble beginnings all the way through
present day, where it's an award-winning, widely recognized worldwide brand.
CHEVROLET TRADITIONS: OUR LINK TO THE WORLD | FCFCT.017W2
Dig deeper into the Chevrolet brand. From community involvement to innovations for the future to long-lost automotive treasures, this
experience has several fun reads to help you get to know Chevrolet as customers may see it.
W E E K 2 R E C O M M E N D A T I O N S
SELLING SKILLS: DESCRIBE THE SALES PROCESS | SSMSS.018W1
New to automotive sales? You have to see this one. It covers the sales process, and lists bulleted points for each phase of the cycle—what to
say, how to act and tasks to complete.
SELLING SKILLS: PREPARE FOR THE CUSTOMER | SCFSS.018W4
You want to prepare for that customer appointment—but how? Learn tips on how to maximize your prep time and earn the customer's trust.
SELLING SKILLS: PREPARE FOR THE APPOINTMENT | SSMSS.018W9
Whether you've booked 1 customer appointment or 100, use the provided pre-appointment checklist to get organized and make the most of
the time you get with customers.
SELLING SKILLS: BUILDING TRUSTED RELATIONSHIPS WITH CUSTOMERS | SCFSS.018W1
You've heard it before: “Listen more than you speak.” Find out why this simple practice is so important and how it will help you build trusting
relationships with your customers.
SELLING SKILLS: INITIATE THE CONVERSATION | S1PSS.018W3
What do you say to break the ice? First impressions are everything. Gain some talk tracks to start conversations off right—and avoid sounding
too rehearsed.
SELLING SKILLS: INTRODUCTION TO IN-VEHICLE TECHNOLOGY | SPTSS.018W1
Innovation comes in many forms—including the technology that helps our customers stay connected and safe on the road. So, what is in-
vehicle technology? Find out more in this short video.
SELLING SKILLS: LEARN MY CUSTOMERS | SCFSS.018W11
What signals do customers send whey they're close to a purchase? What about when they're ready to give up? Gain some tips for handling
both types of customers—and everyone in between.
SELLING SKILLS: PRESENT THE VEHICLE | SSMSS.018W5
It might sound elementary, but being able to help customers decipher a window sticker is a valuable skill. Go over each part of the Monroney
and see how you can use it to speak to a product's features and benefits.
SELLING SKILLS: MATCH FEATURES TO WANTS AND NEEDS | SSMSS.018W3
Game on! Can you help find the right vehicle for a customer with some very specific needs? How high can you score?
SELLING SKILLS: MANAGE THE CONVERSATION | SSMSS.018W2
You broke the ice. The customer's smiling. Now what? Use these tactics and word tracks to help you have effective sales conversations!
SELLING SKILLS: COMMUNICATE THROUGH TOOLS | S1PSS.018W2
Still using a flip phone? It's OK—as long as you contact your customers the way they prefer to be contacted. Use these tips and templates to
communicate effectively, no matter the channel.
W E E K 3 R E C O M M E N D A T I O N S
SELLING SKILLS: OWN MY DEVELOPMENT | SSMSS.018W4
When it comes to your sales career, you're the one in the driver's seat. Where you steer your career is 100% your choice. Find out what traits
are common to successful Sales Consultants so you're always traveling down the right road.
SELLING SKILLS: ONLINE COMMUNICATIONS | SCFSS.018W7
Ping! You have a new email asking about the 2019 Blazer. Your response needs to be personal, timely and effective. See tips from experts
and come away with templates and word tracks to get customers into your appointment book.
SELLING SKILLS: ADDRESS CUSTOMER CONCERNS | SSMSS.018W18
Take away word tracks for overcoming 10 common objections. Gain insight from the experts on handling objections and getting the
conversation back on the right track using a proven four-step method.
SELLING SKILLS: CONDUCT THE DEMO DRIVE | SSMSS.018W10
When the customer gets behind the wheel for the demo drive, he or she might be mentally claiming this vehicle as "the one"—and it's your job
to make the experience seamless. Learn how to take the demo drive to the next level.
SELLING SKILLS: ASK FOR THE SALE | SSMSS.018W11
You miss 100 percent of the sales you don't ask for. Learn insider tips from top-performers and industry experts on the best ways to mentally
prepare to ask for a sale.
SELLING SKILLS: PLAN VEHICLE DELIVERY | SSMSS.018W8
After you earn a customer's business, many little things fall into place to get the sold vehicle ready. Learn about these logistics and get some
suggestions on how to make the most of down time.
SELLING SKILLS: INTRODUCTION TO ONSTAR | SPTSS.018W2
You can't buy peace of mind—or can you? In this short video, learn how OnStar can reassure your customers that someone always has their
back.
SELLING SKILLS: DELIVER THE VEHICLE | SSMSS.018W17
Learn how to truly personalize the delivery experience so your customers walk away feeling good about you and their new purchase. Those
last moments with you are important for building the relationship and making referrals.
SELLING SKILLS: CONDUCT THE FIRST FOLLOW-UP | SSMSS.018W13
Your role as a consultative presence doesn't end when you hand over the keys. Learn some basic techniques for that first follow-up after the
customer drives off the lot.
SELLING SKILLS: SOLICIT REFERRALS | SSMSS.018W12
Sit back and let the referrals roll in. Ah, if only it were that easy. First, you need to understand what it takes to get to that sweet spot in your
career. See word tracks to ask for referrals from some of your first customers.
SELLING SKILLS: CUSTOMER SUCCESS IS MY SUCCESS | SSMSS.018W14
The Customer Satisfaction Index (CSI) survey is your report card. Issued by customers, it's a valuable tool to help you to grow and get better.
Hear how to explain it to customers.
W E E K 4 R E C O M M E N D A T I O N S
SELLING SKILLS: PROSPECTING BASICS | SSMSS.018W16
Psst. Here's the secret to success: Continually look for new business, even when your sales are up. To land more sales, take the ideas other
professionals have presented and start getting your name out into the community!
SELLING SKILLS: INTRODUCTION TO DEALER SALESASSISTANT | SDSSS.018W1
Your personal assistant is waiting! Get vehicle specs and pricing information more quickly and easily with the Dealer SalesAssistant App.
Learn more in this short video.
SELLING SKILLS: CONSULT WITH MY CUSTOMERS | SCFSS.018W8
Come away with solid questions to ask customers—and when during the buying process to ask them—that will help you get to the core of
what they want or need.
SELLING SKILLS: SELECT THE RIGHT VEHICLE | SSMSS.018W15
Game on! Can you help find the right vehicle for a customer with some very specific needs? How high can you score?
SELLING SKILLS: BE THERE FOR MY CUSTOMERS | SCFSS.018W9
What's better than gold? Platinum! Learn how to use the platinum rule to be the best partner and guide for your customers. You'll forge
stronger relationships and have happier customers as a result.
SELLING SKILLS: MODIFY MY APPROACH | SCFSS.018W10
To get the sale and keep the customer interested during a vehicle walk-around, you need to be flexible. Hear insider tips on the art of
controlling the conversation and pivoting.
SELLING SKILLS: RE-ENGAGE POTENTIAL CUSTOMERS | SSMSS.018W19
Picking up the phone to make a follow-up call to a customer who left unsold is hard. Use these word tracks and tips to make it a bit easier and
turn "not right now" customers into "yes" customers.
SELLING SKILLS: HOW AM I DOING? | S1PSS.018W4
After you've been on the job for a little while, take some time to reflect. The downloadable exercises ask you to reflect on your goals and
consider what you've learned about yourself as a new Sales Consultant.
6© 2019 General Motors Company. All rights reserved
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Completed 29 August 2021

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