DSCT Level One: Program Headings

#1: Make a great first impression every time

#2: Customer needs and analysis

#3: Product presentation

  • The behavior techniques
  • The 5-star reception welcome
  • A confident self-introduction
  • COVID-19 update
  • Small talk tips & scripts
  • Taking control, asking the right questions (the relationships formula)
  • Selecting & matching products
  • Professional note taking (standard)
  • Collecting customer details
  • Documentation
  • Presenting yourself
  • Video comparison exercise
  • The 10 techniques of how to conduct an emotional presentation
  • Introducing accessories & merchandise
  • How to make it dynamic & entertaining

#4: Test Ride

#5: Sales proposition

#6: Delivery and follow up

  • The appointment process
  • Preparing yourself, the bike, and the environment
  • Customer feedback; providing comparative & emotional questions
  • Conclude with a call to action
  • Test ride language and scripts
  • Verbal & written quotation techniques
  • How to find & overcome objections
  • Follow up; soft & hard sales (scripts)
  • The top 3 sales closing techniques
  • How to plan; written & verbal schedule
  • Following correct process & creating anticipation
  • Impactful hand over
  • Follow up & how to seek referrals

DSCT Level Two

Level One delivers from the perspective of the frontline person on how to manage themselves and their customers. Level Two delivers from the perspective of the customer, and their expectation. Level Two provides participants with the optimum behaviors that help them to meet, and exceed the customer’s expectations. The content heavily relies on video demonstrations, rather than reading and a presenter standing still.

Program Headings

#1: Setting expectations

#2: High Performance

  • Mindset measurement
  • The Ducati Experience defined
  • The goals and expected outcomes
  • Delivering a consistent luxury experience
  • Selling the dream
  • Presenting the product
  • Sharing the passion
  • Managing communications
  • Test ride process and behavior
  • Trade and finance

#3: Above All a Team

#4: Final Destination

  • Merchandising and accessories
  • Brochures and catalogs
  • Delivery and managing the waiting period
  • Attention to detail
  • The consistency standard
  • Post delivery
  • Genuine empathy
  • Building a lasting mindset
  • The tracking process
  • Final assessment/measurement