Premium service starts with the receptionist.

In today’s world, the automotive industry is not only about technology, it is primarily about people. Not only the brand’s reputation, but also the longevity of the cooperation depends on the quality of the first contact with the client. That is why the ARIA Group team — the leading car importer and official dealer of Volkswagen, BMW, Nissan and other premium brands in Ukraine — invited specialists from the Ukrainian School of Hospitality to conduct targeted service training for its receptionist masters.

Training objectives:

• Improving customer communication standards
• Developing first impression techniques and emotional engagement
• Learning how to effectively work with feedback and objections
• Creating a brand trust strategy through service

What was in the program:

• Role-playing games and practical cases based on real situations in a car dealership
• Communication modules: how to properly meet a customer, how to speak the language of benefits, how to complete service with a “wow effect”
• A block on the psychology of communication in high-responsibility environments
• A review of mistakes from mystery shopper results and development of solutions

Special attention:

We focused on approaches that work specifically in the premium segment — where every little thing shapes the customer’s emotional experience.

After the training, participants received not only useful tools, but also inspiration to improve their service style every day. And most importantly, they saw service not as a routine, but as an influential part of the ARIA Group brand.

ARIA Group is about innovation, style and an impeccable customer experience. We at the Hospitality School are proud to be a part of this story of service growth.

• Do you want to take your car dealership service to the next level?
• Contact us - we will create a training for your business.