Implementation and Evaluation of the Enhanced Maintenance Reminder Staff Training Module in Improving Objection Handling Skills of Newly Hired Toyota Dealer Personnel

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.