BTS Develops RASE Course for Volkswagen
BTS is excited to launch a new Instructor-led Training program to prepare the U.S. Volkswagen Retailers and their service teams for a Business Excellence Model called RASE: Retail AfterSales Excellence.
What is a Business Excellence Model? Business Excellence Models are based on best practices that, when applied consistently within an organization, help to focus thought and action in a more systematic and structured way that leads to increased performance.
This model developed after extensive research by Volkswagen AG is now being piloted in the U.S. and is comprised of best practices and key performance indicators that were compiled following research of the top 25 performing Retailers in the top five performing markets: Germany, Austria, Switzerland, Turkey and Argentina.
The objectives behind RASE are to support Volkswagen’s efforts to boost sales and customer retention internationally by improving performance in:
- Customer satisfaction and loyalty
- Market penetration – sustainably increase sales revenue in Service
- Dealer satisfaction
- Service quality
The Instructor-led training will introduce Service Managers to the RASE model to enable them to improve Service and Management Performance. The program will also provide Service Managers with the leadership and coaching skills necessary to improve department performance, increase communication effectiveness and develop a strategy to launch RASE at their dealership.