International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

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Analysis, Design, and Development of the Maintenance Reminder Staff Training Module to Improve Objection Handling Skills of Newly Hired Toyota Dealer Personnel

Author(s) Kathleen Claire D. Abad, Rhodora I. Dela Rosa, Elmer D. Dela Rosa, Edwin D. Ibañez
Country Philippines
Abstract This study describes the analysis, design, and development of a Maintenance Reminder Staff (MRS) training module to improve objection handling skills of newly hired Toyota dealer personnel. The study's objective is to address the pressing concerns that are being raised by customers, particularly with regards to MRS' competence in satisfactorily answering all queries related to maintenance servicing and appointment booking. The MRS training module is designed to bridge the gap in MRS knowledge on the Standard Operating Procedures (SOPs) and to improve their communication skills, particularly on negotiation and handling objections. The training module content enhancement was guided by the step-by-step process of the well-established ADDIE instructional design model, particularly by its first three phases: Analysis, Design, and Development. Data was presented and analyzed using descriptive statistics to show its impact (be it positive or negative) on the research's objectives. This study highlights Dealer Training and Development (DTD) Department’s initiative to transition into a more holistic training approach, indicating a significant step towards improving the quality of education received by dealer personnel.
Keywords Learning & Development, Communication Skills, Customer Service
Published In Volume 6, Issue 3, May-June 2024
Published On 2024-06-25
Cite This Analysis, Design, and Development of the Maintenance Reminder Staff Training Module to Improve Objection Handling Skills of Newly Hired Toyota Dealer Personnel - Kathleen Claire D. Abad, Rhodora I. Dela Rosa, Elmer D. Dela Rosa, Edwin D. Ibañez - IJFMR Volume 6, Issue 3, May-June 2024. DOI 10.36948/ijfmr.2024.v06i03.23467
DOI https://doi.org/10.36948/ijfmr.2024.v06i03.23467
Short DOI https://doi.org/gt24xw
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