International Journal For Multidisciplinary Research

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Implementation and Evaluation of the Enhanced Maintenance Reminder Staff Training Module in Improving 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 implementation and evaluation of the enhanced Maintenance Reminder Staff (MRS) training module to improve objection handling skills of newly hired Toyota dealer personnel. The research study employs a quasi-experimental design with two groups of newly hired MRS. The MRS were categorized into two groups that will undergo different treatments: (1) With Pre/Post Test, With Training, With Post-Test, and (2) With Pre and Post Test, with Training (Enhanced MRS Module), With Post Test. The participants were evaluated using the identified Knowledge and Skill Level Indicators (KSLIs): (1) Pre/post Test Score, (2) Mystery Shop Results, (3) CSI Result, (4) Booked Appointment Rate, and (5) Toyota Dealer Success Program (TDSP) Score. The study findings shed light on the effectiveness of the implemented enhanced training module on objection handling skills of newly hired MRS, as well as its implications for educational practice in the corporate setting, highlighting its potential to positively contribute to the overall success of Toyota.
Keywords Learning & Development, Communication Skills, Customer Service
Published In Volume 6, Issue 3, May-June 2024
Published On 2024-06-27
Cite This Implementation and Evaluation of the Enhanced Maintenance Reminder Staff Training Module in Improving 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.v06i03.23561
DOI https://doi.org/10.36948/ijfmr.2024.v06i03.23561
Short DOI https://doi.org/gt24w3
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