Our focus is helping your automotive dealership improve your customers’ experiences. We can help you implement the most efficient processes so your teams can lock in repeatable behavior and deliver consistent, excellent results.

1. It’s About People
Taking you and your team to the next level
It’s Your Call Making Good
We help executives, I BDC Team/Call Center Teams Great
managers, teams Training Programs I Team Building Programs
and call center Rather than digital options like forums,
Let IPS help your team become more
email or IM, 85% of customers in the
personnel refine U.S. still prefer to call a company to
adaptable, efficient and ultimately,
more effective.
their communication make an inquiry or resolve issues with
a product or service.* • Determine the expected outcome
and management
At your dealerships, from your • Examine what the team is doing well
skills to achieve their customers’ first point of contact (your • Lock in behavior that gets results
goals and get results. receptionist) to your BDC team to your
sales and customer service agents, are • Identify and adjust behavior that is
you satisfied with how your employees hampering the team’s success
handle these calls? • Create a positive working
The Bottom Line At IPS, our focus is helping your environment
Starts at the Top dealership improve your customers’
experiences.
I Management Training
Seminars
We can tailor our training sessions to
We can help you implement the most
efficient processes so your teams can
lock in repeatable behavior and deliver
“ Glenn has been instrumental
in my professional transform-
ation from a task/sales focused
salesperson to a forward
meet your specific needs. consistent, excellent results. thinking executive of a major
Sample seminars:
• Recruit and hire the best candidates television corporation. …My
• 7 Qualities of Effective Leadership • Provide orientation for new sales team is now stronger,
• Coaching Skills for Improved employees more focused, and they’re
Results better negotiators who are
• Offer on-the-job training for front-
• How to Get Results Without the
Stress
• Effective Communication
line employees and supervisors
• Monitor the quality of your calls and
give accurate feedback to your agents
closing record-breaking sales.
Latin America, BBC Worldwide America
”
Helen Jurado, Vice President, TV Sales—
*Accenture’s 2009 customer satisfaction report
IMPROVED PERFORMANCE SOLUTIONS
Contact us for a FREE consultation 732-261-5472 • coaching@ipsforyou.com
www.ipsforyou.com

2. In 2009, after a poor customer experience:
86% of people told family, friends or co-workers
20% posted negative comments about the experience online
15% of people stopped doing business with the company
64% of people switched to competitors
* Accenture’s 2009 customer satisfaction report
Power to the People
Customers expect sales Be Prepared To Get Results
and customer service IPS works closely with managers and front-line employees.
representatives to be
knowledgeable and Contact us for a FREE consultation if:
efficient and they will Your mangers need help getting organized, articulating
take their business business objectives clearly, motivating their staff and
elsewhere if they’re not holding their employees accountable.
treated well.
Sales teams need help meeting (and exceeding)
expectations, getting to know their products inside
[Glenn’s] coaching
“
reached out across many
call center managers,
and out, working together towards the same goal and
reacting to positive (and negative) feedback.
those who relied on [his]
Your BDC and Call Center Systems are not“supporting”
insight and knowledge to
manage their day-to-day your employees’efforts but instead are bogging them down.
operations.
Mary Curcio
”
Vice President, Bank of America
Let IPS help you identify and resolve any performance issues
that may be sabotaging your efforts so you get great results.
Meet Glenn Glenn Pasch founded Improved Performance Solutions because he deeply understands the day-
to-day issues that affect an organization’s performance. He has more than 16 years of experience in the direct
marketing industry, including many executive positions at the #1 outbound teleservice firm in the United States.
Glenn is a member of the American Society for Training and Development, the International Coach Federation,
the ATA and SOCAP International.
IMPROVED PERFORMANCE SOLUTIONS
Contact us for a FREE consultation 732-261-5472 • coaching@ipsforyou.com
www.ipsforyou.com