Dealership 360 Academy

Master Every Department. Maximize Every Dollar.

Dealership 360 Academy is the only comprehensive training program that covers every aspect of automotive retail—Sales, Service, Parts, F&I, BDC, and General Management. Created by industry expert Max Zanan, author of five bestselling books on automotive retail and a consultant to dealers nationwide, this academy delivers proven strategies to increase profitability, improve customer experience, and future-proof your dealership.

Whether you’re an owner, GM, or department manager, you’ll gain actionable insights, real-world tools, and a roadmap to build long-term success.

Complete Table of Contents

Module 1 — General Management

1.1 The Role of the General Manager
1.2 Mission & Vision Statement Development
1.3 Building an Employee-Centric Culture
1.4 Doing the Basics Brilliantly
1.5 Defining the Basics Across Departments
1.6 Leadership Accountability
1.7 GM Office in Service
1.8 Open-Door Learning
1.9 Hiring: Background Checks & Drug Testing
1.10 Hire People Smarter Than You
1.11 Written Policies, Procedures & Internal Controls
1.12 Training for Culture Fit
1.13 Web Presence & Google Business
1.14 Purpose-Driven Social Media
1.15 Community Involvement
1.16 “Why Buy From Us” Page
1.17 Employee Directory Online
1.18 Complaint Resolution Page
1.19 Software Training & AI Tools
1.20 Defining Department Roles
1.21 Eliminating Silos & Cross-Department Collaboration
1.22 Department Head Meetings & KPIs
1.23 Communication Standards & Response Time
1.24 Business Hours That Make Sense
1.25 Vendor Relations Management
1.26 NADA & State Association Engagement
1.27 Succession Planning
1.28 Expansion Planning
1.29 Team Building & Morale

Module 2 — Wealth Building

2.1 Why Wealth Building Matters
2.2 Reinsurance / DOWC
2.3 Enterprise Risk Reinsurance Opportunities
2.4 Repaired for Life Program (Lifetime Guarantee on Repairs)
2.5 Key Employee Retention via Reinsurance Shares
2.6 Medical Insurance Strategies
2.7 Online Parts Sales as Wealth

Module 3 — Sales Department

3.1 Business Hours & Staffing
3.2 Dress Code & Professional Standards
3.3 Pay Plans & Retention Bonuses
3.4 Product Knowledge & Walkarounds
3.5 Marketing & Advertising Strategy
3.6 Advertising Budget & ROI Tracking
3.7 Written Sales Process & Steps to the Sale
3.8 Sales Training
3.9 Phone, Email & CRM Training
3.10 Non-Monetary Motivation
3.11 Showroom & Inventory Discipline
3.12 People & Inventory Accountability
3.13 Setting Realistic Sales Goals
3.14 Service Collaboration: PDI, Recon & Appraisals
3.15 Merchandising Used Cars
3.16 Communication with Accounting
3.17 YouTube & IG Vehicle Walkarounds
3.18 Customer Introduction to Service
3.19 Scheduling & Preparing Test Drives
3.20 Encore Deliveries / Home Delivery
3.21 Recon & Frontline Readiness (72-Hour Target)

Module 4 — Service Department

4.1 Service Process: History, Walkaround, MPI, Video Communication
4.2 Menu Presentation & Selling
4.3 Mobile Scheduling & Remote Payment
4.4 Proper Vehicle Delivery After Service
4.5 Tracking KPIs: Hours/RO, Parts/RO, Lines/RO, Declined Services, Absorption
4.6 Advisor Sales Training & Phone Skills
4.7 Tech Recruitment & Training
4.8 Loaner Fleet Management
4.9 Off-Premises Training (Advisors & Techs)
4.10 Process for Closing Repair Orders
4.11 Service = Sales Mindset
4.12 BDC Service Campaigns
4.13 Vehicle Exchange Program Collaboration
4.14 Service Drive Sales of VSC & PPM
4.15 DIY-Focused YouTube Content
4.16 Commercial Vehicle Service Opportunities
4.17 Service Clinics & Education
4.18 Pick-Up & Delivery Services
4.19 Service Manager in the Drive
4.20 Quick Lube Operations (30-Min Oil Changes + Upsells)
4.21 Tire Sales (Good/Better/Best Options)
4.22 Recon Partnership with Sales

Module 5 — Parts Department

5.1 Phone & Email Training for Parts Sales
5.2 Building Strong Service Shop Relationships
5.3 Online Parts Sales
5.4 Body Shop Sales & Partnerships
5.5 Pricing Matrix in the DMS
5.6 Managing Obsolescence & Returns
5.7 Perpetual Inventory & 3rd-Party Audits
5.8 Merchandising Accessories & Kits
5.9 Creating Parts Kits (DIY & Body Shop Bundles)
5.10 Parts = Sales Department Mindset
5.11 Off-Premises Training for Parts Manager
5.12 E-Commerce Strategy (Amazon/eBay/Website)

Module 6 — BDC Department

6.1 BDC Defined: Business Development for All Departments
6.2 Service BDC: Confirmations, Recall Campaigns, Lost Souls
6.3 Parts BDC: Special Order Campaigns
6.4 F&I BDC: Post-Sale Follow-Up for Unsold Products
6.5 BDC Manager as Key Employee
6.6 Tracking Metrics for Each Department
6.7 BDC Scripts & Word Tracks

Module 7 — F&I Department

7.1 F&I Products & Purpose
7.2 Product Knowledge & Role-Playing
7.3 F&I Presentation Competitions
7.4 Off-Premises Training
7.5 Credit Report & Interview Training
7.6 CIT Process Documentation
7.7 Evidence Manual with Disclosures & Visual Aids
7.8 Online Product Display
7.9 Collaboration with Sales & Service
7.10 Dealer-Owned Prepaid Maintenance Programs
7.11 Menu Usage & Utilization Reports
7.12 Compliance Training
7.13 White-Labeled Products
7.14 YouTube Channel for Product Education
7.15 Federal Compliance Requirements:
• Truth in Lending
• Safeguards Rule
• Disposal Rule
• FinCEN 8300
• Red Flags Rule
• Fair Credit Rule

Module 8 — Compliance Toolkit

8.1 Why Compliance Matters
8.2 F&I Compliance Binder
8.3 Sales Compliance Binder
8.4 Service & Parts Compliance Binder
8.5 HR & GM Compliance Binder
8.6 Audit Calendar (Daily, Weekly, Monthly, Annual)
8.7 Compliance Best Practices

Module 9 — Accounting / Office Department

9.1 Role of the Office Manager/Controller
9.2 Daily DOC (Dealer Operating Control)
9.3 Cash Flow Management
9.4 Internal Controls & Fraud Prevention
9.5 Month-End Closing Process
9.6 Collaboration with Department Heads
9.7 Compliance Overlap

Module 10 — Future-Proofing the Dealership

10.1 EV & Hybrid Readiness
10.2 Digital Retail Integration
10.3 AI & Automation
10.4 Subscription & Mobility Models
10.5 Talent Pipeline & Training
10.6 Dealership Consolidation
10.7 Long-Term Wealth Strategies