Help Your Team Achieve Performance Excellence with the RV Learning Center's Learning Guides

Excellence. If you don't achieve it, your competition will. Achieving excellence is the result of high performance throughout the entire dealership. Training is key. Knowledgeable employees simply do their jobs better.

Developed by The Ohio State University Center on Education and Training for Employment (CETE), and RV parts and service experts, the RV Learning Center's learning guides provide the information required for dealership employees to excel in their jobs and prepare them for certification. The guides detail the knowledge and skills that today's parts managers, parts specialists, service managers, service writers/advisors, and warranty administrators need to perform effectively. They are based on a task-and-skills analysis of the positions compiled by industry experts, and include multiple self-checks and practice exercises.

Learning guides are available in full sets and by individual sections. Full sets include a 3-ring binder. The guides are also available digitally as PDF documents on CDs. Click Here to view a sample lesson from the Warranty Administrator Learning Guide. Click Here to view a sample lesson from the Parts Manager Learning Guide. Click Here to view a sample lesson from the Service Manager Learning Guide. Click Here for an order form, Click Here to order online, or call the dealer services hotline for more information or place an order by phone. 

Parts Department
Parts Manager Learning Guide: How much “stock” should you place in your parts department staff? Trained parts personnel develop top performing parts departments. Give your parts personnel the tools they need to create more value from your parts and accessory department. Sections include:

Section A - Merchandise the Store
Section B - Market Parts & Accessories
Section C - Manage Parts Inventory
Section D - Sell Parts & Accessories
Section E - Manage Customer Relations
Section F - Manage Human Resources
Section G - Manage Financial Resources
Section H - Perform Administrative Functions
Section I  - Pursue Professional Development

Full Set (Sections A-I) - Save $140 on the full set: $399.00 member / $559.95 non-member. Individual Sections: $59.95 member / $85.95 non-member

Parts Specialist Learning Guide: Like the parts manager guides, the comprehensive learning guides provide the basis of knowledge required for parts specialists to do their jobs better and prepare for the parts specialist certification exam. Sections include:

Section A - Merchandise the Store
Section B - Market Parts & Accessories
Section C - Manage Parts Inventory
Section D - Sell Parts & Accessories
Section H - Perform Administrative Functions
Section I  - Pursue Professional Development

Full Set (Sections A-D & H-I) - Save $60 on the full set: $299.00 member / $419.95 non-member. Individual Sections: $59.95 member / $85.95 non-member

Click Here to learn about certification for RV parts department personnel.

Service Department
Warranty Administrator Learning Guide: The service team members tasked with administrating warranty work are the main connection between your service department and the manufacturer’s warranty department. They are key to demonstrating how well your products are backed. Sections include:

Section A - Process Open/Closed Repair Orders
Section B - Process Warranty Claims Parts and Payments
Section C - Maintain Customer and Manufacturer Relations [Click Section C to view one of the five lessons in the Section]
Section D - Perform Administrative Activities
Section E - Pursue Training and Professional Development

Full Set (Sections A-E) - Save $50 on the full set: $249.00 member / $349.00 non-member. Individual Sections: $59.95 member / $85.95 non-member

Click Here to learn about certification for RV warranty administrators.

Service Manager Learning Guide: The guides cover the duties and tasks that service managers should be able to perform to effectively manage the service department as well as to better serve their customers.  The guides are a valuable tool, providing nine sections to educate new and existing service managers in the “best practices” to increase their knowledge and skills and prepare for the service manager certification exam. Sections include:

Section A - Manage Service Department Workflow
Section B - Provide Customer Service
Section C - Generate Service Department Revenue
Section D - Review Administrative Reports
Section E - Manage Human Resources
Section F - Supervise Support Staff
Section G - Train Service Department Staff
Section H - Promote Public Relations
Section I  - Perform Administrative Activities

Full Set (Sections A-I) - Save $140 on the full set: $399.00 member / $559.95 non-member. Individual Sections: $59.95 member / $85.95 non-member

Click Here to learn about certification for RV service managers.

Service Writer/Advisor Learning Guide: The guides are designed to give RV service writers/advisors a good overall understanding of the position so they can communicate effectively with customers and technicians. Like the service manager guides, the principle-based learning guides provide the basis of knowledge required for service writers/advisors to do their jobs better and prepare for the certification exam. Sections Include:

Section A - Satisfy Customer Requirements
Section B - Coordinate Customer Appointments
Section C - Maintain Daily Operations
Section D - Coordinate Technician Workload
Section E - Coordinate With other Departments
Section F - Participate in Professional Development

Full Set (Sections A-F) - Save $60 on the full set: $299.00 member / $419.95 non-member. Individual Sections: $59.95 member / $85.95 non-member

Click Here to learn about certification for RV service writers/advisors.

Click Here for an order form (for mail and fax orders), Click Here to order online, or call the dealer services hotline for more information and to place an order by phone.