Zurich University: Knowledge is power

Smart business leaders know that challenges can also create opportunities for improvement and growth. This is certainly true for auto dealerships looking to overcome two frequent problems: high employee turnover and a lack of consistent, relevant and effective training.

According to a Cox Automotive study, dealerships average 46% employee turnover per year and an eye-popping 80% turnover among sales staff.¹ While this can be a problem for operational consistency, investing in recruitment, training and support can help dealerships avoid following this trend. It can also help greatly reduce expenses. A high turnover rate can cost a dealership as much as $439,000 annually.²

Turnover can occur for various reasons, but a significant factor is employees struggling in their roles. This can be mitigated with the right training. Properly trained employees not only perform better, but also feel more comfortable and content in the jobs.

Improving employee retention is just one of the many benefits of enhancing your dealership’s training program. Regardless of your current turnover rates, it’s important to ensure that both new and veteran staff are reaching their maximum potential. Successful dealerships have teams with a strong knowledge bases, equipped to handle everything from evolving customer buying habits to changing laws and regulations.

If your dealership does not have a robust training platform in place or isn’t set up to build one, find a qualified outside provider to help develop one suited for your business. Zurich University was created for just this reason. This interactive, video-based platform offers comprehensive training that can be taken at employees’ convenience, as well as helpful development resources. The training covers important areas of focus for dealerships:

Compliance and HR

Keeping business practices aligned with laws and regulations is not just a matter of mitigating legal and liability risks, it’s essential to protecting your dealership’s reputation. Beyond what is explicitly stated legally, your ability to effectively manage workforce complaints and disputes largely defines your business culture and could negatively impact your reputation if not handled correctly. Zurich University currently offers course modules on important compliance and HR topics, including:

• Harassment and Discrimination
• Ethics
• Safeguards Rule
• Red Flags Rule
• Equal Credit Opportunity Act
• Privacy Rule
• Unfair and Deceptive Acts and Practices (UDAP)
• And many more

In addition to these modules, Zurich University users can access the Zurich Employer Resource Center, a hub for HR/employment-related risk management and compliance solutions. The Zurich Employer Resource Center includes a state-specific employee handbook and individual policy-builder; downloadable federal- and state-specific posters with real-time notification of changes; access to topical webinars; and much more.

Sales resources

In a competitive industry, you can never have too much information to help increase sales and profitability. Zurich University has dozens of courses to help your business prosper. We offer modules to increase knowledge on most F&I products, including Vehicle Service Contracts, Guaranteed Auto Protection, Road Hazard Tire & Wheel, Zurich Shield^® Environmental Protection and many more.

Zurich University also provides training on profit-driving sales skills. Through our Streamlined Selling System® and courses such as Objection Handling, Service Advisor Training, and Service Lane Vehicle Service Contracts, your F&I team can learn effective communication techniques that result in an improved customer experience and better sales results.

Loss prevention

The results of a winning sales strategy can be undone by loss events including natural hazards, theft, fires, on-site accidents and other risks. Through Zurich University, your workforce can learn best practices to avoid or lessen these potentially devastating impacts. Our modules cover:

• Defensive Driving at the Dealership
• New Employee Safety Orientation
• Slip and Fall Hazards
• Key Control Management
• Social Engineering and Phishing
• Emergency Response Planning
• And more

Zurich University courses can be used in conjunction with in-store training and team members can learn at their own pace, as their schedule allows. Training can be accessed on desktop computers, laptops, tablets or smartphones. Much of the content, particularly within Compliance, has been developed in consultation with attorneys experienced in the field.

Measuring success

Zurich University provides clear reporting and analytics so you can see where your staff stands in their training progress. Dealer principals can easily view user activity and certificates achieved, with data sorted by employee, course and department. Performance reports include overall dealership results and individual user details.

There is no limit to the number of employees who can train on Zurich University. The system also provides live chat support, automated notifications and a compliance hotline. Third-party integrations are also available.

The right training can help you maintain a top-tier workforce and put your business in a strong position to meet the challenges of today…and tomorrow.

To schedule a live Zurich University demo, contact your Zurich representative or email us today.

Zurich University is part of the Zurich Advantage.

1. “9 Ways to Reduce Turnover & Improve Retention.” Cox Automotive. 2024.
2. Ibid.